Avaya Support Structure

Technical Support Services Guide for Avaya Multimedia Contact Center Solutions Interaction Center Operational Analyst Contact
Center Express Customer Interaction Express Avaya Aura Contact Center
Version 2011 For Avaya North America Regional Customers Only
Global Remote services (GRS) Applications Support Team

Copyright 2000-2011 Avaya Incorporated. All rights reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by the , SM or TM are registered trademarks, service marks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Avaya Incorporated. The information in this document is subject to change without notice and should not be construed as a commitment by Avaya Incorporated. Every effort has been made to ensure the accuracy of this document; however, Avaya Incorporated assumes no responsibility for any error that may appear.
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Table of Contents
Welcome to Avaya Support.............................................................................................................................. 4 Who to Contact with a Product Question ................................................................................................. 5 Avaya Global Remote Services Support Applications Support........................................................... 6 Introduction .............................................................................................................................................. 6 Support Agreement ................................................................................................................................... 6 Who Will Contact Technical Support from Your Organization? ............................................................. 6 Technical Support Options and Services .................................................................................................. 7 Standard Hours of Operation .................................................................................................................... 7 Channels to Contact Support .................................................................................................................... 7 Standard Support ...................................................................................................................................... 7 24 X 7 Critical Support............................................................................................................................. 8 Maintenance Releases and Product Upgrades .......................................................................................... 9 Third Party Product Support ................................................................................................................... 10 For issues with customization of such third party products ................................................................. 10 Customer Support Team ......................................................................................................................... 10 Customer Help Desk............................................................................................................................... 10 Customer Test and Development Systems ............................................................................................. 11 System Upgrades .................................................................................................................................... 11 Transitioning Post-Implementation Support to Avaya Support Maintenance ................................... 11 Introduction: Outline of Avaya APS or Partner to IC Technical Handoff .............................................. 11 Steps within the Handoff Process ........................................................................................................... 12 Product Documentation ........................................................................................................................... 12 Gathering Technical Information for the Initial Contact ........................................................................ 13 Determining the Priority Level of the Call and Avayas Initial Response Time .................................... 14 Brief Overview of Technical Support Call Flow Process ...................................................................... 15 Customer Support Limitations................................................................................................................ 18 Support Escalation Process...................................................................................................................... 20 Additional Service Offerings ......................................................................................................................... 21 Avaya Professional Services (APS) ......................................................................................................... 21 Avaya Applications Services - Custom CTI/IC Support ....................................................................... 21 Avaya Learning Center ........................................................................................................................... 22 About Avaya ................................................................................................................................................... 23
Welcome to Avaya Support

Your investment in Avaya technology brings with it access to industry-leading post-sale service and support. This guide contains the information you will need to effectively draw upon the various services available to you as an Avaya customer. The information contained within this guide does not supersede any contractual agreements made between your company and Avaya. Be sure to refer to your maintenance contract for additional information. Please take the time to carefully review the following information, and feel free to contact us if you have any questions. Thank you for choosing Avaya as your enterprise communications solution!
Who to Contact with a Product Question The following is a summary of whom you should contact when you have a question about a Multimedia Contact Center (MMCC) product or service. Detailed information on how to contact Technical Support and how to escalate an issue within each of the following organizations can be found in upcoming sections of this guide. When you have a question about an Avaya MMCC product that requires an explanation of out-of-box* feature, function, error message, General Usability issues, or if a feature or component is not behaving as anticipated, you should contact our Technical Services organization. If you require more extensive help with installations/upgrades and customizations of the Avaya MMCC product line, you will need to contact the Avaya Professional Services organization. If you have a question about maintenance, customer service issues, the availability of an upcoming release of an Avaya product, or in the event you do not know which organization to contact, please contact your Account Team or send an email to crmcust@avaya.com for assistance.
Avaya Global Services Delivery Support Applications Support Introduction This section is your guide to using Avayas Technical Support. By following these guidelines, we will be able to provide you with efficient and effective support to help address your questions and issues. Support Agreement In order to receive technical support and product upgrades, you must purchase and remain current on a Support Agreement. If your Support Agreement has expired and you require technical support, you will be put in contact with a member of your Account Team who will coordinate an effort to bring your Support Agreement current or to determine the next appropriate step. Who Will Contact Technical Support from Your Organization? When you purchase a Support Agreement, you will be asked to designate two (2) contacts from your organization to be authorized to communicate with Technical Support. This ensures that only authorized and skilled personnel can request support on behalf of your organization. In addition, having designated contacts provides a focal point for the transfer of knowledge and skills within your organization.
Avaya Technical Services uses a single global system to track our customer service requests. This system is available to you online at http://support.avaya.com Technical Support Options and Services Standard Hours of Operation Technical Support is available during the following business hours, with the exception of Avaya Corporate holidays. GRS Applications Support: Monday Friday, 8:00 a.m. - 5:00 p.m. Local Time
Channels to Contact Support Online Support Ticket System: http://support.avaya.com Phone (toll free): IC/OA, CCE, CIE and IC Segmentation Advanced Advocate Support, please call Toll Free 800-242-2121 or 720-444-6878 and have your FL/Sold TO available. Please follow the prompts below and you can either open a new Service request or to check status on an already existing ticket. Calls are answered by a call receipt associate and will be sent to the Support Engineer handling your ticket or the first available staffed Support Engineer.
Press 1 to create a new service request or 2 to check the status on an existing ticket Option 1 - New Service Request o Enter your FL/Sold-To number. If you do not know it, press * o Press 4 for IC/OA, Contact Center Express, Customer Interaction Express, Avaya Aura Contact Center o You will be transferred to the Avaya Global Technical Services Team who will be able to assist you with opening a Service Request for Interaction Center/Operational Analyst/Contact Center Express/Customer Interaction Expres/Avaya Aura Contact Center. Option 2 - Check Status on Existing Service Request o Enter your Siebel Request(SR) and press # o If available, you will be transferred directly to the support engineer who owns your case. If the support engineer is not available, you will be transferred to the first available Tier III engineer who will be able to assist you.
Standard Support Standard Support provides support for out of the box* product use and functionality and includes dealing with issues pertaining to documented product features/functions, error
messages, General Usability, and product defects and enhancement requests. The Standard Support package includes: Technical Support access for two (2) designated customer contacts Telephone coverage during standard hours of operation (excluding Avaya holidays) 24x7 online access to log new calls, update/check status on existing calls(cases), access product patches, search KnowledgeBase, and access documentation. Maintenance releases and product upgrades as specified in your maintenance agreement
General usability is defined as, but not limited to, non-programming issues, and includes general information around the functionality of a specific Solution or software like: (1) Answering any software application-specific questions; (2) Providing advice, which includes directing the client to sections of the documentation that may answer the clients question, clarifying documentation or recommending possible training courses. General usability issues do not include consultation on appropriate methods and procedures for the clients environment nor does it include custom programming. General Usability information can be provided without knowing the specific programming and configuration details of a customers system. 24 X 7 Critical Support The 24 X 7 Critical Support package provides our customers with all of the benefits of the Standard Support package along with the ability to contact Technical Support after hours for critical priority (total production system down) support issues. Technical Support is provided for the out-of-box* product use and functionality and includes dealing with issues pertaining to documented product features/functions, error messages, General Usability and product defects and enhancement requests. The 24X7 Critical Support package includes: Technical Support access for two (2) designated customer contacts Telephone coverage during standard hours of operation (excluding Avaya holidays) 24x7 online access to log new calls, update/check status on existing calls(cases), access product patches, search KnowledgeBase, and access documentation. 24x7 access to Technical Support for critical (production system down) issues every day of the year For out-of-hours support for critical issues, please call Toll Free 800-242-2121 or 720-444-6878 Maintenance releases and product upgrades as specified in your maintenance agreement
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Note: Avaya Technical Support team does not provide consulting services. This includes, but is not limited to services pertaining to customized application design, integration, or development recommendations; the review of data models and system requirements; or troubleshooting and debugging complex customizations that were done to the Software either by the Customer or by a third party. These above mentioned services and also applying patches/upgrades/installs are outside the scope of support provided by Avaya Technical Support.
These services may be obtained through the Avaya Professional Services (APS) organization, Avaya Applications Services Custom Support team, or a third party consultant at an additional cost. Product Patches & Service Packs Product patches/service packs can be obtained online visiting http://support.avaya.com and going to the Downloads portion of the site All patches are cumulative. The most current update for a specific product component contains all of the fixes that were addressed in previous versions of the component patch. Only the most current versions of a product update are listed. Service Packs (size permitting) are also available online. In the event that a service pack is deemed too large to post online, a CD will be made available to the customer. If you are unable to find a specific update/service pack or have any other questions pertaining to the patches posted online, please contact Technical Support for assistance. The Customer is responsible for maintaining and installing these patches and Service packs on their production and other environments. If the Customer is not comfortable installing them, they can have Avaya APS install for them, at an additional cost. Assistance with an install caused by the customer will be billable from the Technical Support organization. It is highly recommended the customer get APS assistance if necessary. Maintenance Releases and Product Upgrades Avaya will automatically notify customers when a software maintenance release/upgrade is available. Customers who are current on their maintenance contract are entitled to receive the release/upgrade at no additional charge. Releases/upgrades are not automatically shipped to the customer but can be downloaded from the Avaya support website. The customer can get email notifications about such upgrades/releases by subscribing to My E-Notifications at https://support.avaya.com/cgi-bin/gx.cgi/AppLogic%2bMySites Included with each product release/upgrade is a detailed description of the major changes made to the product since the last release. This includes the addition of any new
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functionality as well as a listing of the major defects and enhancements that were addressed. Please contact your Account Team or email proservices@avaya.com for additional information.
Third Party Product Support Technical Support provides first level product support to customers who purchase the following software products directly from Avaya for Out Of the Box functionality on the following products: Siebel Integration with Interaction Center Cognos
For issues with customization of such third party products, the customer needs to contact the Avaya Account Team or may contact the third party vendor directly. Note: MS SQL, Oracle or Sybase or any such third party database which may be provided with Avaya software like CCE or CIE is sold with a RTU (Rights to use) license only. No support or maintenance for MS SQL or Sybase is included by Avaya. The customer is responsible for maintaining MS SQL or Sybase database/applications and may be required to contact the third party database provider for support. Customer Support Team Avayas most successful customers use a team approach for the design, development, and maintenance of their system and applications. A typical team consists of: Support Contacts: Trained Help Desk and System Administrators Users & Management: Trained in application use and procedures Project Manager(s) Developers: Business Analysts and Application Developers
Proper initial and ongoing training of these team members is essential. Avaya University offers a full range of training options, which can be found on our web site at http://www.avaya-learning.com. Customer Help Desk Customers are entitled to two (2) designated Support Contacts per supported installation. These individuals must have the appropriate technical skills and product training to act as the primary points of contact in working with Support associates to resolve open issues.
Avaya recommends that these Support Contacts establish an internal Help Desk to field queries and issues from the customers application developers and user community. The Help Desk is the hub of the customers internal support team, which disseminates information and tracks the status of all support issues. The customer Help Desk should include personnel who are trained in the Avaya products as well as other products that the applications depend on, such as the operating system, database, network systems, etc. Customer Test and Development Systems Avaya requires that all customers maintain a Test System, which reasonably duplicates, or is a subset of, the sites production system. All new application development, as well as patches and service packs should be tested in this environment prior to being applied to the production system. In addition, we strongly recommend the use of a Development System for customer applications. A Development System is a parallel installation running on the production hardware that can be used to stage new releases or updates to the customers application as a step in the develop, test, stage and release cycle. We recommend that customers create and maintain a standard set of Validation Tests, which will be run in the above testing and development scenarios. If you need assistance in setting up these environments, our Avaya Professional Services team may be of assistance to you. Please contact your customer service manager or see the Additional Services Offering chapter at the end of this document for more information. System Upgrades We recommend that customers upgrade to the latest Release within 6 months of its availability and that subsequent Update Releases (such as Service Packs and applicable patches) be accepted tested and installed as available. Implementing new releases of the Avaya products require careful planning and scheduling. Avaya and our third-party consulting partners maintain groups of highly skilled associates specifically trained to guide customers through transition events such as installations and release upgrades. We recommend contracting for these services for the planning and execution of these events to ensure system stability. Transitioning Post-Implementation Support to Avaya Support Maintenance Introduction: Outline of Avaya APS or Partner to IC Technical Handoff Support of your software after it has been installed/implemented/accepted is transitioned to Avaya Technical Support. This occurs after either Avaya APS or a certified Avaya Business Partner has implemented the software successfully.
The following section documents the steps to secure post-implementation support from Avaya Support. The process is called the Handoff Process. During this time, the implementing team communicates the particulars of the implementation by completing a set of Handoff documents. In addition, a Technical Support Handoff Meeting is held between the implementation team and Avaya Technical Support. Steps within the Handoff Process 1) The Avaya APS Project Manager (or the Project lead for a partner/Implementer) notifies the Avaya National Service or Implementation Management team about a customer that is in implementation, and will request the Technical Support team personnel for a Support Handoff call. 2) The Implementation Handoff Manager sends a Technical Support Handoff form to the Partner/APS Implementation Team 3) The Implementation Team completes the form. This will communicate what was installed, what version, detail any customizations and possible challenges for support. Once completed, the handoff document and supporting configuration files are sent to Avaya Support to review. 4) Within 5-10 business days, Avaya Support reviews the documents/configuration files. At that time, a conference call is set up between Avaya Support and the implementation team, prior to the implementation support/developer warranty expiration period. The handoff document and supporting configuration files are reviewed and a Q&A session takes place. This helps ensure that Avaya Support has a good technical understanding of how the product was implemented at the customer site. 5) If after the review both sides feel that the customer's implementation is ready for the transition, Avayas Technical Support team accepts the Handoff. Note that this is conditional on the customer also accepting the implementation as completed by the implementing partner. Product Documentation The Avaya product ships with a complete set of documentation, which provides in-depth technical information on the use of the product. Product documentation can be found on the product CD in Adobe Acrobat format (.PDF files). Please consult the Product Documentation Guide for a complete listing and description of the product manuals. Product documentation is available online at: http://support.avaya.com The most current version of Adobe Acrobat Reader can be downloaded at no charge from Adobes web site at http://www.adobe.com
Gathering Technical Information for the Initial Contact To best assist you, please gather as much technical information as possible pertaining to your issue before contacting Technical Support. Sometimes Support will request that additional information (such as error logs, design files, etc.) be emailed to them or put in Avaya ftp site. Avaya Support is not responsible for remotely connecting to the Customers Servers to get the logs from Server/client side unless SAL is installed for IC. As the customer becomes more familiar with the Avaya products, they can anticipate the need for these files and gather the files which Support Engineer might need and then can upload them at ftp.avaya.com, upon request. Please use the following template to help gather information for the initial submission of your issue to Technical Support:
Brief description of problem: Use the format this happens when I do that". For example, Error 10056 occurs when I click on Search in the call focus. Product: Always be sure to specify what product you are using, as your organization may be running more than one. Example: "We are running Interaction Center with the CTI integration ..." Version: Always specify the version of the supported product that you are dealing with. Example: Interaction Center 7.2, OA 7.2, CCE 5.0, CIE 1.0 etc. Component: Please specify the exact component you are experiencing an issue with. Example: Data Server, WACD Server, Telephony Server, Designer, XML Server, License Director, CCMS etc. Client Operating System/Version: Always specify the operating system, version and installed service packs that the application client is running upon. For example: Windows 2000 SP4, Windows XP, VMWare etc. Server Platform: If applicable, provide the platform the product is running upon. For example: Windows 2000 Server, Solaris 8.0 etc Database: If applicable, provide the database, version and installed service packs you are running. For example: Oracle 10.1.6, DB2 6.1, MS SQL Server 7.0, etc. Detailed Description of the problem: Please provide the exact steps necessary in order for Technical Support to be able to reproduce your issue. Note: If you have customized your product, we highly recommend that you first test to see if this issue occurs in the out of the box version of the product. If this issue does not occur in the out of the box version of the product and only occurs in your customized version, the issue may need to be handled by the Avaya Professional Services team or
the Avaya Custom Applications Support team.

Example of questions you may want to address (if applicable)
Where is the problem? What functionality are you trying to achieve? What are you expecting, what are you seeing? Are you seeing an error? If so, what is the exact error message? Provide the exact steps necessary to reproduce the problem.
Determining the Priority Level of the Call and Avayas Initial Response Time A SRs priority level determines the initial response given to an individual call. Priority levels are based upon the technical severity of the issue, are assigned to the call when it is created and can range from CRITICAL to LOW based upon the following criteria:
Critical Production Down (severity 1)
This is used for total production system down. Severe operational impact of a production system resulting in loss of use of the entire MMCC product. Avaya will use commercially reasonable effort to respond to your Critical Priority call within two (2) business hours to determine the problem. Avaya will work diligently to assist you with the Critical Priority Problem. Moderate operational impact of a production system resulting in restricted use of one or more functions. Test or development system down or development issue which severely compromises the ability to meet a "Go Live to Production" date. Avaya will use reasonable effort to respond to your High Priority call within four (4) business hours to determine the problem and to make a first attempt at problem resolution. Minor operational impact of a production system Moderate operational impact of a test or development system Any problem where a workaround is available Avaya will use reasonable effort to respond to your Medium Priority call within eight (8) business hours to give an assessment of the problem and a time period in which the problem may be addressed. Enhancement requests Usage questions Product functionality questions Documentation errors Avaya will respond to your Low Priority call as it deems appropriate to such requests.
High (severity 2)
Medium (severity 3)
Low (severity 4)
Avaya may adjust the priority of a call(case) after it is opened, so that the proper technical priority of the call is reflected. The customer will be notified via email or phone when this occurs.
Brief Overview of Technical Support Call Flow Process

The following is a brief overview of the flow process of a technical case opened with Avaya Technical Support for the product lines listed in this document. Please contact Technical Support if you have any questions regarding the processes and/or procedures that follow:
Support Call Flow Process Our Technical Support Dispatch Team processes all incoming phone calls and will route to the Support Team. This team helps ensure that your issue is properly logged in our support database and routed to the appropriate support resource. Your questions or issues are referred to as Service Request (SR) and logged/tracked in our Siebel ticketing system. Authorized support contacts may also log new and view current calls (cases) online at http://support.avaya.com/selfservice/microsites/microsite.do Support services are handled via web or phone. Ticket creation, updates, latest status, product updates, available patches, and FAQs are found at: support.avaya.com. Phone 1.800.242.2121/outside of US or, you can call your local support number which can also be found on the support website on the right side under Contact Support.
Obtaining a Case ID When a customer logs an issue with Technical Support, Support will provide them with a SR that can be used to track the issue. One SR per technical issue is assigned. Standard Support Once a SR is entered into our support ticketing system, it is owned by a Backbone Engineer (BBE) who will begin the process of working the call. For a customer contacting Technical Support via telephone, the BBE will attempt to resolve the case with the customer during the initial call. The BBE will attempt to provide an immediate resolution to the problem, by applying solutions based on previous experience with an issue, reviewing previous calls, defects, etc. If research is required offline, the BBE will perform the steps necessary to obtain the information and then notify the customer via telephone or e-mail. The BBE will work with the customer to help resolve the issue in a timely manner.
Customization Support Avaya Technical Support provides product support for out of the box product use and functionality and includes dealing with issues pertaining to documented product features/functions, error messages, installation, system administration, and product defects and enhancement requests. If while using the design tools which ships with the product, the customer encounters a problem during the customization of the Avaya product, the customer should attempt to isolate what product functionality is not working as expected. If applicable, this would include taking the time to debug the code in which the customizations are contained in so that the specific misbehaving code can be isolated and examined by Technical Support. Once this has been done, the customer should then contact Technical Support and open up a SR to address the issue. Technical Support will then work with the customer to address the issue. Avaya Technical Support does not provide consulting services. This includes, but is not limited to services pertaining to customized application design, integration, or development recommendations; the review of data models and system requirements; or troubleshooting and debugging complex customizations that were done to the Software either by the Customer or Avaya Professional Services (APS) or by a third party. These services may be obtained through the Avaya Professional Services, Avaya Applications Services Custom Support Team , or a third party consultant at an additional cost, and are outside the scope of support services provided by Avaya Technical Support.
For issues with customizations of Avaya Products, the customer needs to contact their Avaya Account Team to get the original implementation team or Avaya Applications Services Custom Support team involved, as mentioned above. Defects A Defect is any failure of the Software to conform in any material respects to the documentation delivered with the Software. However, any nonconformity resulting from Customers misuse, improper use, alteration, or damage of the Software, or Customers combining or merging of the Software with any hardware or software not supplied or identified as compatible by Avaya, will not be considered a Defect. If it is determined that the case is related to a product defect, the SE will work with the customer to reproduce the defect in the out of the box product. Once this is successful, the SE will either create a new defect in the Engineering database and link it to the call(case), or link the case to an existing defect. For defects that do not seriously impact the business needs of the customer, the defect will be entered in the Engineering queue. The defect will then be reviewed and considered for inclusion during the design phase of the next product release. All unresolved defects are reviewed and considered for inclusion by Engineering during the planning phase of a major product point release. In this case, the SR will be placed in Pending status and Technical Support will take no further action until the defect is addressed by Engineering. Escalating Defects to Engineering Services Patch Management Team If the defect severely impacts the customers ability to use the product, and the BBE is unable to provide a workaround for the issue, the BBE will inform the customer that they will escalate the call to the Engineering Services/Patch Management Team for review. If the defect does not seriously impact the customers business needs, yet the customer desires a patch, the customer must provide business impact and the BBE will open a patch exception request for review. The Engineering Services Patch Management Team reviews all SRs escalated to it for a patch. If available, this team will provide Technical Support with a workaround for the customer to try. If no acceptable workarounds are available, depending on the technical severity of the issue and many other factors, the defect will be considered for a patch. If a patch is approved, the BBE will notify the customer of the expected delivery date. Once the patch is completed by Engineering Services, it will be made available to Technical Support who will then deliver it to the customer to test and approve. Enhancement Requests
When the product is functioning as designed, but the customer desires it to contain additional functionality, the customer may log an enhancement request with Technical Support. On behalf of the customer, the Avaya Account Manager will log the enhancement request in the Engineering database. All enhancement requests are reviewed and considered for inclusion by Engineering/Product Management during the planning phase of a major product point release. Enhancements may not be escalated to the Engineering Services Patch Management Team for resolution. Closing the SR When a SR has been resolved, it will be put into a status of Completed. If a solution or other method of resolution has been provided to the customer, the BBE or Support Dispatcher will follow up with the customer to ensure that the information was helpful in resolving the issue before completing the SR. To improve our service when an SR has been marked as Completed a short survey will be sent automatically to the site contact listed on the SR. Customer Support Limitations The Avaya products listed in this guide are designed to work in a LAN/WAN environment with a variety of IBM-compatible PC workstations used as customers or task servers. Select UNIX platforms can also be used as database task servers. As the Avaya product make extensive use of the advanced features of these processors, certain compatibility issues must be addressed. In addition, the Avaya products are distributed applications involving a large amount of concurrent access to the shared files of the file server, placing substantially greater demands on the LAN/WAN file system and Network Operating System (NOS) functions than most general-purpose applications. While Avaya performs testing, using a combination of hardware with various networks and operating systems, we cannot test every possible combination. Customers must work closely with Avaya or an Avaya Partner to define and maintain a supportable configuration for their system. Initial configurations, as well as modifications and upgrades, should be carefully planned, tested and staged before proceeding. There are some limitations to the type of assistance the Avaya Applications Support Teams offers to its customers: We do not support the use of Avaya products on hardware or software configurations that have not been tested or authorized by Avaya. Information on supported platforms can be found in the product documentation. We only provide support for Avaya products. We cannot support, for example, your NOS, Microsoft Windows OS, database software or your LAN/WAN network. We cannot debug your customized application. If you believe you have encountered a defect in the Avaya software, you need to assist us in establishing that the problem
exists in our software. This applies to applications written by third parties, associates, or your own staff members. We are happy to answer simple how-to questions in the context of a support case that you open. However we cannot provide cost-free training or consulting by telephone. Educational services are available from the Avaya Learning Center and consulting services are available from our Professional Services organization. More information on both of these entities can be found at the end of this document in the Additional Services Offering section.
Support Escalation Process On occasion, you may need to escalate an issue within the Avaya MMCC Global Services Delivery Organization. The proper escalation procedure for a Technical Support issue would first be to the Manager On Duty (Supervisor or Operations Manager of the applicable support team) and then if necessary to the Senior Manager and then the Director and then the Area Vice President of Support, as required. The most current list of escalation list and/or contacts can be found online by going the Avaya Support website at http://support.avaya.com
Additional Service Offerings

Avaya offers a wide range of additional service offerings to our customers. A complete listing may be found on our web site at http://www.avaya.com. Listed here is a summary of commonly requested services from a Customer Support Service standpoint. Avaya Professional Services (APS) The Avaya Consulting Systems Integration team (formerly known as Avaya Professional Services) provides system integration skills for implementing software. APS consults with customers and business partners to: Architect Avaya solutions Define business requirements Complete detailed designs Produce technical specifications Manage Avaya projects Install Avaya software Develop, test, and implement customized solutions Debug or perform complex product customizations Provide mentoring and consulting assistance Provide changes to existing systems.
For more information on the services offered by APS, please contact your customer service manager or APS directly at: Phone: 866 282 9266 Email: proservices@avaya.com
Avaya Applications Services - Custom CTI/IC Support Avaya Applications Services offers a Customized Applications Support Plan, which can be added onto an existing Standard or 24x7 Critical Support plan. This service offering provides an additional level of support for an Avaya application, which has been customized by Avaya APS. The actual service offering is tailored to meet the needs of our customer, on a case-by-case basis. This service offering can include, but is not limited to, maintaining: Custom-developed IC voice and email channel workflows and IC Scripts Custom configuration/coding/integration to Avaya Agent IC desktop application Custom developed Avaya Agent ActiveX controls for Account Number (primary key field) Custom developed buttons interfaced to Avaya IC Agent

Custom configuration/coding for multi-site routing and passing of EDU data. Custom screen pops, custom wrap-up screens at the end of calls Interaction with any customer intranet applications Interaction of any other applications integrated with the Avaya developed desktop/softphone solution, as described in your original project acceptance document Custom OA report written by APS or Business Partner for inbound and outbound call reporting Advanced OA report and custom cubes developed by APS or Business Partner Customized call routing with CCE
Other services can include: Resolution of problems with multiple calls features on the softphone including conference calls, consultative transfer calls, blind transfer calls, calls on hold and secondary calls Repair of critical errors in custom code. (Note: This does not imply that Avaya Application Services will rework any customization that the customer does to the application. Such administrative work will be made available to the customer on a Time and Material Rate, at the current Avaya NPL rates for such work.) Additional Support for IC administrative moves, adds, and changes; as well as the application of patches or other administrative duties
For more information on the services offered by APS, please contact your customer service manager or APS directly at: Phone: 866 282 9266 Email: apssupp@avaya.com Custom Application Support wiki page contains the entire process documented: http://csiwiki.crm.avaya.com/sfwiki/CustomSupport/Process
Avaya Leaning Center The Avaya Learning Center is the one-stop-shop for the learning needs of Avaya Employees, Business Partners, and Customers. Avaya University operates in five international regions; Asia Pacific, Caribbean & Latin America, Europe/Middle East & Africa, Japan, and North America. Students can choose from over 1,700 high-quality courses. The Avaya Learning Center offers Professional Certification Program Advanced Curriculum Mapping High-quality Web-based Learning

Personalized Transcript New Product Training Robust Administrative Tools
An investment in training from Avaya is an investment in your company, saving both time and money. Courses are presented in a comprehensive and concise manner, which can easily be understood by all levels of users. Whether you are an end user, application developer or database administrator, Avaya provides courses to help you accomplish your goals faster and more effectively. For the most current list of training offerings, please visit the Training section of the Avaya web site at www.avaya.com. The current direct link to the Avaya Learning Centre is http://www.avaya-learning.com/.
About Avaya
Avaya enables businesses to achieve superior results by designing, building and managing their communications networks. Over one million businesses worldwide, including more than 90 percent of the FORTUNE 500, rely on Avaya solutions and services to enhance value, improve productivity and gain competitive advantage. Focused on enterprises large to small, Avaya is a world leader in secure and reliable IP telephony systems, communications software applications and full life-cycle services. Driving the convergence of voice and data communications with business applications and distinguished by comprehensive worldwide services Avaya helps customers leverage existing and new networks to unlock value and enhance business performance
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Technical Support Services Guide for Avaya Multimedia Contact Center Solutions Interaction Center Operational Analyst Contact

Center Express Customer Interaction Express Avaya Aura Contact Center

Version 2011 For Avaya North America Regional Customers Only

Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

Welcome to Avaya Support

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

Global Remote services (GRS) Applications Support Team

Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

Global Remote services (GRS) Applications Support Team

Global Remote services (GRS) Applications Support Team

the Avaya Custom Applications Support team.

Global Remote services (GRS) Applications Support Team

Critical Production Down (severity 1)

GRS Applications Support Technical Support Services Guide

Global Remote services (GRS) Applications Support Team

Brief Overview of Technical Support Call Flow Process

Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team

GRS Applications Support Technical Support Services Guide

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Global Remote services (GRS) Applications Support Team