Incident #0427: Wake‑Up Call Loop
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Please Remain Asleep
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Incident Report
We received a ticket from Bryan (caller ID: BRYAN01) complaining that his morning wake‑up service would not stop repeating, despite multiple attempts to press “accept”. The IVR kept playing the same marimba‑hummed greeting and instructing Laura to hold.
We reproduced the flow in the break‑room rig: headset mic, old server rack, and the hold‑music loop. After six cycles Bryan’s volume remained set to ‘asleep’, triggering the volume‑adjustment prompt each time. Laura, meanwhile, was queued as caller two with an estimated wait time of “he is in the shower”.
We noted the DTMF hi‑hats syncing with each button press, the modem handshake riser rising as the loop restarted, and the corporate apology fragment looping under the hold‑music. The system behaved exactly as scripted: it apologized for the inconvenience while insisting Bryan’s sleep was important to us.
We closed the ticket by manually resetting the queue, marking Bryan as vertical and Laura as still on hold. The log now reads: “Caller one: Bryan – action required. Caller two: Laura – please hold.” No further action needed.
We’ll archive this under ‘Creative Use of Corporate Noise’ as case study 0427.
