|Narrator||A computer technical support desk, commonly called the Help Desk, is serving customers who call in with computer problems.|
|Mike||Help Desk, this is Mike. How may I help you?|
|Kathy||My computer has a problem.|
|Mike||Okaaaay, could you be a little more specific? And may I get your name, please?|
|Kathy||I’m Kathy, and I’m trying to do research on the White House you know, where the President works but when I go to the website, it’s, well, it’s, well, it’s a porn website. It’s not taking me to the right website.|
|Mike||Hahaha! Okay, I think I can help you with that, Kathy. What URL did you type into the address bar of your browser?|
|Kathy||www.whitehouse.com, of course! Are you sure you work for the Help Desk? What’s so funny?|
|Mike||Nothing, Kathy. Your URL is incorrect, that’s all.|
|Kathy||What do you mean its incorrect? I checked it three times. It’s spelled correctly!|
|Mike||Yes, I’m sure it is, but the domain extension is wrong, that’s all.|
|Kathy||The doma…, huh? The what name?|
|Mike||Never mind. You just need to type in www.whitehouse.gov, not dot-com.|
|Kathy||Huh? Really? I thought everything on the Internet was dot-com.|
|Mike||In most cases, you’d be correct, but there are a few scam websites on the Internet that use that common misconception to get you to go to their websites by mistake.|
|Kathy||Well, that’s dishonest! How dare they do that!|
|Mike||Yes, that’s how we feel about it too. Could I ask you to type in the new URL I gave you to make sure you get to the right place?|
|Kathy||Okay, hold on a minute. W-W-W-DOT-WhiteHouse-DOT-G-O-V. Hey! It worked! Thanks!|
|Mike||No problem. Is there anything I can help you with today?|
|Kathy||No, that’s it, but somebody should do something about that dishonest website.|
|Mike||Yes, ma’am. I’ll put in a help ticket to the appropriate authorities on that. Have a nice day, ma’am.|
|Mike||(to himself) That was an easy one. One down, a hundred to go
(phone rings) Help Desk, this is Mike. How may I help you today?
|Nancy||I can’t get to the Internet! I’ve got a term paper due tomorrow.
I need to get to the Internet, like now!
|Mike||I can understand your anxiety, Miss, um. May I get your name?|
|Nancy||Nancy, Nancy! Can you help me get on the Internet? The sooner, the better!|
|Mike||Okay, Nancy. I’ll try to help you with that. Can you get to your home page in your browser?|
|Nancy||No, I can’t get to any web page on the Internet at all!|
|Mike||Are you getting an error message on the screen?|
|Nancy||Yes, it says something about ‘Unable to Locate Host’.|
|Mike|| Hm, that sounds like you’ve lost Internet connectivity.
Can you check that your router is turned on and has power?
|Nancy||Just a minute. (she leaves and returns) It doesn’t have any lights on on it. I think it should, right?|
|Mike||That’s right, Nancy. Can you check that its plugged in?|
|Nancy||Okay. (she leaves and returns) It’s plugged into the wall, but I found the power cable to the router had been knocked out. Maybe my cat hit it. I plugged it back in, and there are lights blinking on the router now.|
|Mike||Good. See if you can get to the Internet now.|
|Nancy||Yes! It’s working! You’ve saved my life! Bye! (click)|
|Mike||(to himself) That was another easy one. Two down, ninety-nine to go (phone rings) Help Desk, this is Mike. How may I help you today?|
|Quint||Yes, my name is Quint. I’m an IT tech support guy at Best Buy.
We have a service contract with you for tech support. We have a problem.
|Mike||Okay, stand by while I check that. Yep, Best Buy’s one of our platinum customers. What’s the problem, Quint?|
|Quint||We sell computers, lots of computers, and theyre all connected to the Internet. Or they used to be. Half of our stores computers have lost their Internet connections. The other half are still connected. I’m not sure what to do. I’ve never seen this problem before.|
|Mike||Hm, sounds like a hardware problem. Go to the Server Room and locate the Core Builder.|
|Quint||(later) Okay, I’m in the Server Room at the Core Builder.|
|Mike||Can you determine what ports on the Core Builder are being used to feed all your computer jacks?|
|Quint||Yes, it looks like Ports 201 and 202 are feeding the wall jacks.|
|Mike||Determine which port is feeding the computers that have lost connectivity with the Internet and swap that cable to a different port. It may be a bad port.|
|Quint||Okay, it looks like Port 202 is feeding the affected computers.
I moved that cable to Port 203 instead. Let me check the affected computers now. (later) Yay! That fixed the problem!
|Mike||Great. I’ll update the ticket to say we fixed your problem by swapping a Core Builder output cable from Port 202 to 203. And I’ll annotate that Port 202 is bad and should be tagged ‘Do Not Use’ until it can be fixed.|
|Quint||Thanks, Mike! You’re a life saver!|
|Mike||All in a days work, Quint. Bye.|