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Techie took out a call center - and almost their career - with a cut and paste error. Have you heard the one about the techie who forgot what was on the clipboard?. Who, me? Brace yourselves, gentle readers, for it is once again Monday, and the work week has commenced. Thankfully, The Reg is here with another dose of Who, Me? in which readers share tales of times they had a day worse than the one you're having. We hope it helps. This week meet a reader we'll Regomize as "Hugh" who once worked at a call center in Florida – "the kind that sell stuff people don't need and then do all they can to prevent them from cancelling" as he described it. Oh, yes, Hugh, we know the type. The center was built on Ubuntu and a system called ViciDial. Hugh edited and updated scripts on his machine using variables that changed for different campaigns, and the sales agents – some 300 of them – saw updates in real time on the terminals in front of them. As you might imagine, this was not exactly a high-profit business, so an awful lot was done on the cheap. Thus the open source system. Another consequence was that there was no test environment – everything happened in production. Seat of the pants stuff. Well, as often happens, Hugh found himself with some idle time and a connection to the internet – a dangerous combination. And as often follows from that, he found himself reading some sites on which … let's say … grown-up humor featured strongly. We're not judging here. Hugh was, after all, a grown-up. While we're in the neighborhood … The subject of NSFW stuff happening at work also came up, as it were, in a submission from a reader we'll call "Frank" who was VP of electronic banking for a very large US financial institution. He had responsibility for all of the bank's ATMs. One day he got a call from a customer at an international welcome center – the kind of place where foreign travelers stop in to get some local currency. The ATMs at such places had their menu screens in multiple languages. The customer told Frank to read the menu in German, then hung up. Frank did not read German, so he asked a bilingual friend to check it out. It transpired that the German text which should have read "… mit der Streife unten rechts …" (meaning "with the stripe down and to the right") actually read "… mit der Steife unten rechts …". Note the missing r. In case you don't have Google Translate, the typo changes the word "stripe" to "stiff" –we’ll leave the rest to your imagination about how that might be used in colloquial German. Hugh found some of the jokes amusing, so decided to save them for sharing with others who shared his sense of humor. Some copying and pasting to the clipboard followed. You see where this is going, of course. Before very long there was uproar as 300-odd sales agents realized the scripts they were reading to prospective customers contained language and concepts not conducive to sales patter. Not even in Florida. Somehow the contents of Hugh's clipboard had made their way into the variables for ViciDial, and the humor he had hoped to share with like-minded folks was being shared with, well, a whole other audience. Management demanded an explanation, of course. Hugh explained that "Ubuntu pushed an apt package that caused the script to read from the incorrect NFS mount that contained a former admin's disgusting downloads. How could we have ever known this guy had all of this stuff there?" Well, it was that or admit he'd made a total n00b error. In the end, he got away with it – and was actually pretty happy that the downtime had saved a few hundred people from sales calls they didn't want. Ahh, the old "former employee's fault" escape clause. Who among us hasn't tried that one on at least once? If you have ever been rescued by a predecessor who may or may not have existed, tell us about it in an email to Who, Me? and we might share your tale to soften some future Monday morn.
Daily Brief Summary
A technical employee, Hugh, was working on updating scripts at a Florida call center using an Ubuntu system and ViciDial.
The call center, described as selling unnecessary items and preventing cancellations, had no test environment, so all changes were made in production.
Hugh, during idle time, was browsing adult humor websites and copied some jokes to his clipboard.
Mistakenly, the inappropriate jokes were pasted into the live sales scripts, which were then read by 300 sales agents to potential customers.
This resulted in an uproar and management demanded an explanation for the inappropriate content in the scripts.
Hugh falsely blamed the incident on a technical issue supposedly caused by a previous admin’s negligent file management.
Ultimately, Hugh avoided responsibility for the mishap by blaming it on an erroneous update and a former employee's misconduct.
The incident inadvertently prevented hundreds of customers from receiving unwanted sales calls.