Automatic Disconnect at Midnight?
 

i was on the phone with the wp gold/plat line a few nights ago working on a rather complicated award ticket that was taking quite a while (and was probably going to take a lot longer). at exactly midnight, the phone disconnected. i wasn't sure if the agent just got tired of dealing with me and wanted to go home or if the phone cut off. today, i called back and mentioned to the agent what had happened a few nights ago and he said that the system disconnects you automatically at midnight. i find this quite hard to believe...does anyone have any info on how the nw phone lines work?
thanks,
wiley

Midnight where? Very curious.

oops..sorry, i guess i should've stated midnight eastern time (US)

Maybe the offices close at midnight.

I do know that some companies have phone systems which automatically change modes at a certain time, and in doing so, may disconnect calls (because if it changes to night mode, or to closed mode, it will direct all calls to a message saying the offices are closed, and will disable all incoming calls to the actual phones, sometimes disconnecting any calls in progress).

I don't know whether NWA uses this kind of system, but I do know that there are such things.

The WorldPerks office closes at 12:30 a.m. CST (I would know, because it's a pesky 7:30 p.m. closure time for me back when I was a SE); however, this should not have been a problem as the OP was ticketing an award ticket on the elite line, which never sleeps.

At some point in the late evening/early morning, the elite line switches from the Chisholm call center (I believe that's where it is during the "day"?) to another line. You can tell when this has switched over because the computer no longer asks you for your WP#/PIN and they ask you over the phone. At least that's how it used to work; don't know if that changed since they installed the new automated voice system on the regular/SE line. It used to be, for me anyway, that after about midnight Central time the agents would start asking for the info rather than the computer. In fact, I called in last week about 11:30pm CDT and got what appeared to be the normal GE/PE line, so they shouldn't have switched until at least 12:30am EDT. I've found best sucess calling arount 9-10pm CDT on weeknights, or midafternoon on Saturdays if you've got an open schedule.

I've been on the phone a number of times at midnight EST and CST, and have never gotten disconnected. Not sure if this is an "upgrade" to the newest software, however. :)

from the sounds of everyone else (as well as my previous positive experiences with NW phone agents) i'm beginning to think i had bad luck with this particular agent he decided to hang up and go home at midnight. after all, he did seem quite bothered about trying to find an australian award ticket.

The tenor of this agent sounds familiar. I was trying to change a segment on my RTW award about about 8 months ago, and he told me that the change was illegal. I said, that I didn't believe it was, and he said he wouldn't do anything for me. I asked for a supervisor, and he refused at first, at which point I became more insistant, and finally got the supervisor. After a long amount of time, she got the segment taken care of.

I complained to the supervisor, and she said he was a good agent, if not for her assertion, I would have written a talk to us note pretty quick. I guess I remember it so well, since I think I've only gotten 2 male agents that I can recall.