Are the days of the showpiece NOC office display gone forever?

Ben Cannon ben at
Wed Dec 30 23:09:07 UTC 2020

It’d be real interesting to open-source this somehow, produce a useable open or quasi open (maybe curated somehow) reputation score for email. 

Ms. Lady Benjamin PD Cannon, ASCE
6x7 Networks & 6x7 Telecom, LLC 
ben at
"The only fully end-to-end encrypted global telecommunications company in the world.”

FCC License KJ6FJJ

Sent from my iPhone via RFC1149.

> On Dec 30, 2020, at 3:04 PM, Rich Kulawiec <rsk at> wrote:
> On Tue, Dec 22, 2020 at 10:41:43PM -0700, Wayne Bouchard wrote:
>> And if the last 15 years has shown us anything, it is that when you
>> can't get past the auto-attendant and talk to a real human, and if
>> that person can't talk to you like a person instead of reading scripts
>> at you, your stress levels go way up as does your desire to break
>> things. Automation in customer service (or excessive emphasis on
>> procedures) is a really nice way of taking a five minute problem and
>> turning it into an hour long ordeal.
> There are some easy methods for service/support organizations to decrease
> the pain that this inflicts on people reporting problems.
> For example, one thing that I've taught people to do is to make liberal
> use of procmail in order to sort incoming traffic to role accounts.
> It requires diligence, but that diligence is repaid many times over by
> how it expedites dealing with problems.  A simple example of this is
> that when a problem report is received at the RFC 2142 [email protected] role
> address, and it's clueful, well-written, and important, a procmail rule
> gets created for the sending address so that all future messages from
> that address are prioritized...because it obviously came from someone who
> knows what the heck they're doing and did us a favor by telling us that
> we have a problem.  Chances are that any future messages from them will
> be similarly helpful and that if we respond to those quickly we may be
> able to forestall a lot more messages that aren't going to be as clueful.
> The opposite thing is done with clueless/misdirected/etc. reports:
> they're not discarded, but they go into the low-priority queue.
> Everything else goes somewhere in the middle.
> Repeated hundreds or thousands of times over many years, this builds a
> ruleset that pre-sorts messages rather well.  It's not perfect, it's not
> foolproof, but it helps us *and* it helps lower the frustration level of
> people sending clueful messages, because it better positions us to read,
> act on, and respond to those.  Those people are catching our mistakes,
> the least we can do is try to pay attention.
> (Hint: a useful way to begin building such a ruleset is to grab all the
> addresses from NANOG, dnsops, outages, etc. and pre-load the ruleset
> with them...because traffic received at role accounts from participants
> in these mailing lists is probably useful.)
> ---rsk
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