For MSPs & UCaaS shops · A day in the life

Tuesday at Northwind IT & Voice.
No SLAs missed.

Managed IT on one side, hosted PBX on the other, and a stack of tools that don't talk to each other. Here's what changes when Vertiqa runs in the background — for both the helpdesk and the voice team.

8
beats in the day
17
interactions captured
0
SLA breaches
Tuesday
7 → 18
8 beats · 17 captures
0 SLA breaches
7am
9am
10am
11am
2pm
4pm
5pm
6pm
7:15 AM
CAPTURE
The human moment
Riley, Tier 1, wraps the overnight monitoring sweep. Voice memo on the walk to the coffee pot: 'Maplewood Clinic — three users locked out, MFA needs reset before they open at 8.'
What Vertiqa did
Vertiqa transcribed the memo, opened a P2 ticket against Maplewood Clinic, attached the audio, and routed it to a T2 with the context already on the card.
Riley · T1 handoff memo
0:00 / 0:48 · auto-transcribed
P2 OPENED
"Maplewood Clinic — three users locked out, MFA reset needs to happen before they open at 8."
Routed to T2 · Maplewood Clinic · SLA 4h
8:42 AM
CAPTURE
The human moment
Hartwell & Crane's receptionist calls Northwind's main line — their hosted PBX failover happened overnight and the extensions aren't ringing. Owner is en route to a deposition.
What Vertiqa did
The AI Receptionist answered, captured the symptom, opened a P1 voice ticket, and paged the on-call voice engineer with a one-line recap inside two minutes.
Hartwell & Crane · 2 min 41s
Handled by AI Receptionist
P1 · ON-CALL PAGED
One-line recap
Hosted PBX failover overnight · extensions not ringing · partner en route to deposition, needs call-forward to mobiles now.
Voice outageHosted PBXSIP failover
10:00 AM
REMEMBER
The human moment
The voice engineer scribbles between calls: 'Hartwell port cutover tomorrow — secondary DID missing from CSR, need updated copy from carrier.'
What Vertiqa did
The scribble lands on the Hartwell timeline next to the 8:42 outage and last quarter's SIP install. The Port project card on the voice board lights up amber.
Hartwell & Crane · One timeline
H&
Hartwell & Crane
Timeline · Updated 2 min ago
Voice outage call · Hartwell
8:42 AM
Port note · DID missing from CSR
10:00 AM
Voice engineer scribble, attached to Port project.
SIP install ticket · last quarter
Q1
Auto-linked from same account.
11:15 AM
ENFORCE
The human moment
The service manager is heads-down running the morning huddle. The Maplewood MFA ticket has had no T2 touch in three hours.
What Vertiqa did
At 11:15 Vertiqa nudges: 'Maplewood MFA — P2 SLA breach in 45 min.' One tap to assign, one tap to escalate. Touched, started, resolved by noon.
SLA about to breach
Maplewood Clinic · P2 MFA · breach in 45 min
Opened by T1 at 7:15. No T2 touch in 3h 15m. Three users still locked out.
2:45 PM
ENFORCE
The human moment
Greenway Logistics wanted M365 Business Premium plus 22 desk phones and Teams Voice. The quote went out six days ago. Nothing since.
What Vertiqa did
Vertiqa escalates to the sales manager, drafts a one-line nudge to the client, and surfaces it on the manager's attention list. Two taps and it's gone.
ESCALATED · GREENWAY LOGISTICS QUOTE
Quote silent · 6 days
M365 BPP · 22 desk phones · Teams Voice · porting · sent Wed, no open.
Drafted nudge — ready to send
Hi Dana — quick check on the Greenway proposal. We can hold the hardware allocation until Friday before it rolls into the next batch. Want me to pencil in the kick-off for the following week so you don't lose the slot?
4:30 PM
SURFACE
The human moment
The vCIO sits down to prep the Cornerstone Realty quarterly business review. Last quarter this took two evenings and six tools.
What Vertiqa did
Vertiqa shows one screen: ticket trend, SLA hit-rate, top three incidents, voice usage anomalies, and three recommendations — all sourced from the PSA, RMM, and PBX without a single export.
vCIO · Cornerstone Realty QBR
What needs attention
5 items
Maplewood Clinic
P2 · MFA reset · SLA breach in 45m
Now
Hartwell & Crane
Port cutover tomorrow · CSR missing DID
8:00 AM
Greenway Logistics
Quote silent · 6 days
Today
Cornerstone Realty
QBR prep · due Thursday
4:30 PM
Hartwell branch · 3rd floor
e911 address pending from facilities
9:00 AM
5:30 PM
CAPTURE + REMEMBER
The human moment
Voice engineer finishes installing 12 desk phones at Hartwell's new branch. Dictates from the truck: 'All phones provisioned, e911 confirmed for floors 1 and 2, third-floor address still pending from facilities. Training Thursday 10 AM.'
What Vertiqa did
Captured, transcribed, the Hartwell project gets a checkpoint, and a follow-up to facilities is queued for 9 AM tomorrow. The engineer drops the truck keys and goes home.
Install checkpoint logged
From voice engineer dictation · 5:30 PM
Hartwell & Crane · new branch
12 phones provisioned · e911 done on floors 1 & 2 · 3rd-floor address pending
12 phonesTraining Thu 10 AMFacilities follow-up · 9 AM
6:00 PM
FOLLOW-THROUGH
The human moment
The service manager closes the laptop. The on-call pager rotates to the night engineer.
What Vertiqa did
SLA hit-rate posted. Every P1 and P2 either closed or assigned. Hartwell's port cutover and the Greenway nudge are queued for tomorrow. Nobody is holding it in their head.
End of day · 6:00 PM
Tomorrow's queue is ready.
Hartwell port cutover — carrier CSR confirmed overnight
Greenway nudge — sent at 6:01 PM
Facilities follow-up — Hartwell 3rd-floor e911 at 9:00 AM
Cornerstone QBR — one-screen brief ready for Thursday
The math at 6 PM

What Tuesday looked like before vs. after

BEFORE
Tuesday before Vertiqa
  • Riley's handoff memo lives in her phone — Maplewood doesn't get unlocked till 9:30.
  • Hartwell's after-hours outage hits voicemail. They call back at 10 AM, livid.
  • Port note sits on a sticky above the voice engineer's monitor.
  • Maplewood ticket breaches SLA before lunch. Nobody noticed.
  • Greenway quote dies in silence. Lost to a competitor next week.
  • Cornerstone QBR takes the vCIO two evenings, six tools, and a coffee at midnight.
AFTER
Tuesday with Vertiqa
  • Riley's memo is on the Maplewood ticket, transcribed, T2-assigned by 7:20.
  • Hartwell's outage opens a P1 with the on-call paged by 8:44.
  • Port note threads into the Hartwell timeline beside the SIP outage.
  • Maplewood SLA nudged at 11:15. Touched, started, resolved by noon.
  • Greenway escalated. Draft nudge ready. Manager taps approve.
  • Cornerstone QBR is one screen. The vCIO walks in cold and looks ten minutes prepared.

Run your IT & voice shop the way Northwind runs Tuesday.

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