"We're sorry, all our Analysts are temporarily unavailable...”
When you hear that message, it means the support team you are trying to reach is in a “Scrum Meeting.” The support teams meet regularly in a “Scrum” fashion, meaning everyone huddles into a room prepared to talk about everything they have going on. During these meetings we discuss each others’ open issues, taking advantage of this time to collaborate as a group on the tougher issues, bouncing ideas off everyone in the group on how to resolve problems presented by you, their customer.
These meetings are extremely productive, and in the majority of cases at least one Support Analyst gains the knowledge required to resolve an issue, or at the very least gets a new perspective on how to attack an issue. This ultimately results in a faster resolution to the issues you may be encountering.
The Business Partner Support Team meets for an hour every Monday, Wednesday, and Friday at 9:00 AZ time, and the Customer Support Team meets for an hour every Tuesday and Friday at 10:00 AZ time. If you call during these times you will be given an opportunity to leave a message, and that message will be returned promptly after the meeting concludes.