Board Repair CSDR RMA

training

1
7/15/09
 Verizon

Cisco Cisco BTS MMII Process

Alcatel HP MM
AN/CAT Routers*** & VWIC cards

Create “Exchange” RMA in •Open a P4 RMA case. •Open a P4 RMA case •No RMA support for CBSC (R10K & R12K)
ClearLogistics •Order part thru Cisco online site.** (Network Service = RAN, equipment. Contact Board Repair for help.
Open a Clear Logistics OAR case Product = BTSRTR). •MMII – Open “Exchange” RMA in
ONLY IF an EFA is required and •Open a Clear Logistics ClearLogistics
dispatch to Board Repair. Exchange case and
Emerson - IPBSC dispatch to Board Repair.
Open P4 RMA Case •BTS Router part #’s:
Order part thru Emerson online site using 1900 - 0188689C03
the IPBSC login. Setup RMA to ship to 1941 - 0188689C05
customer address. • Click here for VWIC
Create “OAR” RMA in ClearLogistics. part # & add’l instructions.

Ericsson
Motorola parts for XC, SDU, VPU, & BTS PTT/MSS Sun

•Open a P4 RMA case.

Create “Exchange” RMA in •Open a Clear Logistics OAR RMA. •Open a P4 RMA case. •Open a P4 RMA case & dispatch.
ClearLogistics •Complete Online form at •Open a Clear Logistics •Notify CSE to contact SUN at 800
https://ebusiness.ericsson.net/ or email form to Exchange case and dispatch 872 4786.
Nortel. For site ID information, reference the to Board Repair. •Add note to case that CSE was
Verizon Site ID list for each market. Use customer contacted.
address as ship to address. •See Sun Hardware policy
•Update ClearLogistics RMA with Nortel CR# in Information.
Supplier RMA field under More info tab.
•Update ClearLogistics RMA with waybill # in Ship
Waybill # field under More Info tab and dispatch CL
Motorola parts for EVDO case to Board Repair.

•Ask the customer if troubleshooting is needed. If so, open a P3

troubleshooting case & dispatch to PDN (Data) group. PDN CSE As a reminder, NA-CNRC processes ALL RMA’s that require EFA’s.
will direct the SD if an RMA case needs to be opened. To open an EFA case, click here.
•If no troubleshooting required, open a P4 RMA case (including
“no troubleshooting required” in case notes) and ClearLogistics
See the end of this document for additional notes.
Exchange case. Dispatch CL case to Board Repair.
•If a troubleshooting case exists, note the case number in the P4
RMA case that you open. Open a ClearLogistics Exchange case 2
and dispatch to Board Repair. 7/15/09

Alcatel
Not Applicable
Emerson - IPBSC
Open P4 RMA Case
Order part thru Emerson online site
using the IPBSC login. Setup RMA to
ship to customer address.
Create “OAR” RMA in ClearLogistics.
Motorola Parts for XC, SDU, VPU, & BTS
•Direct NTAC to CTDI to open an RMA
case via the Extranet.
Motorola parts for EVDO
•Ask the customer if troubleshooting is
needed. If so, open a P3 troubleshooting
case & dispatch to PDN (Data) group. PDN
CSE will direct the SD if an RMA case
needs to be opened.
•If no troubleshooting required, open a P4
RMA case (including “no troubleshooting
required” in case notes) and ClearLogistics
Exchange case. Dispatch CL case to Board
Repair.
•If a troubleshooting case exists, note the
case number in the P4 RMA case that you
open. Open a ClearLogistics Exchange case
and dispatch to Board Repair.
Sprint (CDMA)
Cisco Cisco BTS MMII Process
HP MM
AN/CAT Routers & VWIC cards
•Open a P4 RMA case. •Do NOT open a P4 RMA case. No RMA support for CBSC (R10K &
•Order part thru Cisco online site.** •Direct NTAC to CTDI. R12K) equipment. Contact Board Repair
Open a Clear Logistics OAR case for help.
ONLY IF an EFA is required and MMII – Open “Exchange” RMA in
dispatch to Board Repair. ClearLogistics
Nortel PTT/MSS Sun
Not Applicable •Open a P4 RMA case. : •Open an RMA P4 case.
•Open a Clear Logistics “Exchange” •Call SUN at 800 872 4786.
case and dispatch to Board Repair. •SPRINT ONLY - THIS DOES
NOT INCLUDE THE SPRINT
Please refer to the Sprint correspondence below: AFFILATES. Please refer to
the
•Policy for Handling Sprint CNRC Cases v2 Sprint Purchase Order informat
ion.
•Motorola Rules of Engagement for Sprint
•If NTAC contacts the Service Desk for parts replacement
corresponding to what is in the orange boxes above, the Service Desk As a reminder, all
is to kindly inform NTAC or the local market to contact CTDI.
NTAC should know their internal policy. If they don’t understand, Sprint cases are to be
they may contact Don MacNeil (CTDI Program Manager) @ 610- opened by NTAC,
793-8118 or 215-280-4853 (cell). except for RMA cases.
As a reminder, NA-CNRC processes ALL RMA’s that require EFA’s.
To open an EFA case, click here.
See the end of this document for additional notes.
3
7/15/09
 ALLIED WIRELESS

Cisco Cisco BTS MMII Process

Alcatel HP MM
AN/CAT Routers*** & VWIC cards

Not Applicable •Open a P4 RMA case. •Open a P4 RMA case (Network

•Order part thru Cisco online site.** Open a P4 RMA case.
Service = RAN, Product =
No RMA support for R10K & R12K
Open a Clear Logistics OAR case BTSRTR).
•Open a Clear Logistics equipment. Contact Board Repair for help.
ONLY IF an EFA is required and
dispatch to Board Repair. “DOMESTIC REPAIR” RMA
MMII – Open “DOMESTIC REPAIR”
and dispatch to Board Repair.
•BTS Router part #’s: RMA in ClearLogistics
1900 - 0188689C03
1941 - 0188689C05
• Click here for VWIC part # &
add’l instructions.

Motorola parts for XC, SDU, VPU & BTS Nortel PTT/MSS Sun

Open a P4 RMA case.

Not Applicable Not Applicable •Open a P4 RMA case.
Create “DOMESTIC REPAIR” RMA in
•Notify CSE to contact SUN at
ClearLogistics
800 872 4786.
•Add note to case that CSE was
contacted.
•See Sun Hardware policy
Information.

Motorola parts for EVDO

•Ask the customer if troubleshooting is needed. If so, open a P3 As a reminder, NA-CNRC processes ALL RMA’s that require EFA’s.
troubleshooting case & dispatch to PDN (Data) group. PDN CSE will
direct the SD if an RMA case needs to be opened. To open an EFA case, click here.
•If no troubleshooting required, open a P4 RMA case (including “no
troubleshooting required” in case notes) and ClearLogistics See the end of this document for additional notes.
DOMESTIC REPAIR case. Dispatch CL case to Board Repair.
•If a troubleshooting case exists, note the case number in the P4 RMA
case that you open. Open a ClearLogistics DOMESTIC REPAIR case 4
and dispatch to Board Repair. 7/15/09
 AT&T

Cisco Cisco BTS MMII Process

Alcatel HP MM
AN/CAT Routers*** & VWIC cards

Not Applicable •Open a P4 RMA case. •Open a P4 RMA case (Network

•Order part thru Cisco online site.** Open a P4 RMA case.
Service = RAN, Product =
No RMA support for R10K & R12K
Open a Clear Logistics OAR case BTSRTR).
•Open a Clear Logistics equipment. Contact Board Repair for help.
ONLY IF an EFA is required and
dispatch to Board Repair. “DOMESTIC REPAIR” RMA
MMII – Open “DOMESTIC REPAIR”
and dispatch to Board Repair.
•BTS Router part #’s: RMA in ClearLogistics
1900 - 0188689C03
1941 - 0188689C05
• Click here for VWIC part # &
add’l instructions.

Motorola parts for XC, SDU, VPU & BTS Nortel PTT/MSS Sun

Open a P4 RMA case.

Not Applicable Not Applicable •Open a P4 RMA case.
Create “DOMESTIC REPAIR” RMA in
•Notify CSE to contact SUN at
ClearLogistics
800 872 4786.
•Add note to case that CSE was
contacted.
•See Sun Hardware policy
Information.

Motorola parts for EVDO

•Ask the customer if troubleshooting is needed. If so, open a P3 As a reminder, NA-CNRC processes ALL RMA’s that require EFA’s.
troubleshooting case & dispatch to PDN (Data) group. PDN CSE will
direct the SD if an RMA case needs to be opened. To open an EFA case, click here.
•If no troubleshooting required, open a P4 RMA case (including “no
troubleshooting required” in case notes) and ClearLogistics See the end of this document for additional notes.
DOMESTIC REPAIR case. Dispatch CL case to Board Repair.
•If a troubleshooting case exists, note the case number in the P4 RMA
case that you open. Open a ClearLogistics DOMESTIC REPAIR case 5
and dispatch to Board Repair. 7/15/09
 Etex (Formerly Ntelos)

Cisco BTS
Cisco MMII Process
Alcatel Routers*** & VWIC cards HP MM
AN/CAT
Open a P4 RMA case
Do NOT open an P4 RMA case. •Open a P4 RMA case.
•Open a P4 RMA case. (Network Service = RAN,
Open Domestic Repair RMA in •Obtain 5-digit System ID from
•Order part thru Cisco online site.** Product = BTSRTR).
ClearLogistics. customer.
Open a Clear Logistics OAR case Open a Clear Logistics
•Open a ClearLogistics “Exchange”
ONLY IF an EFA is required and Domestic Repair RMA
RMA.
dispatch to Board Repair. and dispatch to Board
•Update ClearLogistics RMA with HP
Repair.
RMA # in Supplier RMA field under
BTS Router part #’s:
More info tab.
1900 - 0188689C03
1941 - 0188689C05
Click here for VWIC part #
& add’l instructions.

Motorola parts for XC, SDU, VPU, & BTS Ericsson PTT/MSS SUN

Open a P4 RMA case.

Open Domestic Repair RMA in Not Applicable •Open a P4 RMA case.
Open a Clear Logistics OAR RMA.
ClearLogistics. •Notify CSE to contact SUN at
Complete Online form at
800 872 4786.
https://ebusiness.ericsson.net/ or email
•Add note to case that CSE was
form to Nortel. Use site ID# 1438227.
contacted.
Setup RMA to ship to the customer.
•See Sun Hardware policy Infor
Update ClearLogistics RMA with Nortel mation
CR# in Supplier RMA field & under More .
info tab. Update ClearLogistics RMA with
waybill # in Ship Waybill # field under
More Info tab.
Motorola parts for EVDO As a reminder, NA-CNRC processes ALL RMA’s
that require EFA’s.
•Ask the customer if troubleshooting is needed. If so, open a P3 To open an EFA case, click here.
troubleshooting case & dispatch to PDN (Data) group. PDN CSE will
direct the SD if an RMA case needs to be opened.
See the end of this document for additional notes.
•If no troubleshooting required, open a P4 RMA case (including “no
troubleshooting required” in case notes) and ClearLogistics Domestic
Repair case. Dispatch CL case to Board Repair.
•If a troubleshooting case exists, note the case number in the P4 RMA
case that you open. Open a ClearLogistics Domestic Repair case and 6
dispatch to Board Repair.
7/15/09
 PTT EQUIPMENT ONLY Customers

Bell Mobility/US Cellular/Telus Mobility

Cisco Cisco BTS

Alcatel AN/CAT Routers & VWIC cards HP MM

Not Applicable Not Applicable Not Applicable Not Applicable

Motorola
BTS/XCDR Nortel PTT/MSS SUN

Not Applicable Not Applicable •Open a P4 RMA case. Not Applicable

•Open a Clear Logistics
Domestic Repair RMA and
dispatch to Board Repair.

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 MMII RMA Process (CDMA)

Obtain the HP troubleshooting case # from the

CSE.
Note: if there is no HP case number, do not
proceed with opening the RMA case!

1. Ask if this is a Dual Mode MMII or Single

Mode MMII
2. Open a P4 RMA case, including the part
#*, serial #, and ship to address.
*Sprint MMII part #: CGDSZ7848F6GB

*Verizon Single Mode MMII

Part #: CGDSZ7848E6GB
*Verizon Dual Mode MMII
Part#: 0189610D04
3. Verify customer’s email address is correct in
the Clarify database.

Open a Clear Logistics Exchange (except Etex)

case. Include the HP case # in the Order Notes
section in the More Info tab and dispatch the
case to Board Repair.

If there is no HP case number, do not proceed with opening the RMA case!

Back to ALLIED WIRELESS process Back to Etex process Back to Sprint process Back to Verizon process

8
7/15/09
 VWIC RMA Checklist
In an effort to provide a more uniform and timely response to RMA requests and Engineering Failure Analysis, the EFA team
requests the following data for your failed VWIC. By filling in all of the requested data, the EFA team will have a better
understanding as to the problem and its resolution.

While opening the P4 RMA case, invoke the Clarify Script tool to access the following information in red text.
Copy/paste the information from the script tool into the P4 case notes and fill in the information from the customer.
Also, copy/paste the filled in information into the Repair Info tab in the ClearLogistics RMA.

1.) Please indicate the date of VWIC failure, router configuration, site city, state, and location information:
•Date of VWIC failure- (mm/dd/yyyy)
•City-
•State-
•Site Identifier (location or name) -
•BTS number -
•BTSRTR number-
•Slot that VWIC was in -
•Date of RMA submission- (mm/dd/yyyy)
•Router configuration: A) Simplex - one router only OR B) Redundant - two routers

2) Is there any surge protection between the T1 demarcation point and the GL3?

3) Are there any other conditions or anomalies that occurred at the time of failure that could be useful in analyzing VWIC?

The VWIC card part number is SGLN6077A.

Back to ALLTEL process Back to Ntelos process Back to Verizon process

9
7/15/09
 iDEN Domestic
Sprint Nextel & Nextel Partners

ECC (MCG) Cisco Hewlett Packard (HP)

APD/MDG/iDAC/MDG4/iGW/SMS MPS ICP

•Open a P4 RMA case.
•Open a Clear Logistics OAR RMA.
•Order part thru Emerson online site using
the correct login. Use customer address as
ship to address.
IF an EFA is required, follow above steps
and dispatch to Board Repair. Make sure
EFA box is checked in Clear Logistics case
(see pg. 22 for illustration).
•Not Applicable •Open a P4 RMA case to replace CX2600 Server
•Obtain 5-digit System ID from customer.
•Call HP at 800-255-5010 to srtup on sight support.
•HA DAP - HP will send an engineer to site to replace part.
•NO ClearLogistics RMA REQUIRED
•IHLR - HP will send an engineer to site to replace part. NO
ClearLogistics RMA REQUIRED
•ICP (CX2600 Server) HP will send an engineer to site to replace
part. NO ClearLogistics RMA REQUIRED
•Note* Contact Board Repair request different.

Motorola Parts for EBTS/BSC/iBSC Nortel Sun

Open P4 Case. Not Applicable •Open a P4 RMA case.

Open ClearLogistics RMA as “Domestic Repair”. Use •Notify CSE to contact SUN at
customer address as ship to address. 800 872 4786.
Encourage customer to open RMA via the Extranet going •Add note to case that CSE was
forward. contacted.
NOTE: Process the RMA if the part is in this List. Order part •See Sun Hardware policy Informa
thru ECC: 1-800 –551-1017. tion
See email for EFA RMA’s for EBTS equipment. .

10
7/15/09
 iDEN Domestic
Southern LINC & Alliant Energy

ECC (MCG) Cisco Hewlett Packard (HP)

APD/MDG/iDAC/MDG4/iGW/SMS MPS DAP/IHLR/ICP

Open a P4 RMA case. •Open a P4 RMA case. •Open a P4 RMA case.

Open a Clear Logistics OAR RMA.
Order part thru Emerson online site using
the correct login. Use customer address as
ship to address.
IF an EFA is required, follow above steps
and dispatch to Board Repair. Make sure
EFA box is checked in Clear Logistics case
(see pg. 22 for illustration).
•Order part thru Cisco online site or
by phone 1 800 495 9121.**
Open a Clear Logistics OAR case
ONLY IF an EFA is required and
dispatch to Board Repair. Make sure
EFA box is checked (see pg. 22 for
illustration).
•Obtain 5-digit System ID from customer.
•DAP - Open a Clear Logistics “Exchange” RMA to obtain an “i”
number.
•HA DAP - HP will send an engineer to site to replace part.
•IHLR - HP will send an engineer to site to replace part.
•NO ClearLogistics RMA REQUIRED.
•ICP (CX2600 Server) HP will send an engineer to site to replace
part. NO ClearLogistics RMA REQUIRED.

Motorola Parts for EBTS/BSC/iVPU Nortel Sun

Open ClearLogistics RMA as “Domestic
Repair”.
Encourage customer to open RMA via the
Extranet* going forward.
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
See email for EFA RMA’s for EBTS
equipment.
•Open a P4 RMA case. •Open a P4 RMA case.
•Open a Clear Logistics OAR case. •Notify CSE to contact SUN at
•Complete Online form at or email form to Nortel. Use Site ID # (1031322). 800 872 4786.
•Use customer address as ship to address. •Add note to case that CSE was
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under More info contacted.
tab. •See Sun Hardware policy Informa
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More Info tab tion
and dispatch CL case to Board Repair. .
•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code
176.
Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part
number instead: DM140166 (this number can be found in Clarify database by entering
part number A0831586).

11
7/15/09

ECC (MCG)
APD/MDG/iDAC/MDG4/iGW/SMS/iBSC
•Open a P4 RMA case.
•Open a Clear Logistics OAR RMA
•Order part thru Emerson online site
using the correct login. Use CTDI Elgin
address as ship to address.
• IF an EFA is required, follow above
steps and dispatch to Board Repair.
Make sure EFA box is checked in Clear
Logistics case (see pg. 22 for
illustration).
Motorola Parts
for EBTS/BSC/iVPU
Open ClearLogistics RMA as
“International Repair” Encourage
customer to open RMA via the extranet
going forward.
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
iDEN International
China, Korea, Israel, Jordan, Saudi Arabia, Colombia, El Salvador,
Morocco, Singapore (PTC, Korea PowerTel, etc)
Cisco Hewlett Packard (HP) Hewlett Packard (HP)
MPS R10K & R12K ICP
•Open a P4 RMA case.
•Open a P4 RMA case to •DAP R10k &R12k – Open RMA as
•Order part thru Cisco online site.**
•Obtain 5-digit System ID Exchange”. Do Not Contact HP.
Open a Clear Logistics OAR case
from customer. •ICP - Open a P4 RMA case to replace
ONLY IF an EFA is required and
•Open ClearLogistics CX2600 Server
dispatch to Board Repair. Make sure
RMA “Exchange” in •Obtain 5-digit System ID from customer.
EFA box is checked (see pg. 22 for
Clarify. •Call HP at 800-255-5010 to order the part.
illustration).
•Instruct HP to ship part to Customer site.
•HP will send an engineer to site to replace
part.
•NO ClearLogistics RMA REQUIRED
Nortel Sun
•Open a P4 RMA case. •Open a P4 RMA case.
•Open a Clear Logistics OAR case. •Notify CSE to contact SUN at 800 872 4786.
•Complete Online form at or email form to Nortel. Use site ID # (1979665). •Add note to case that CSE was contacted.
•Use CTDI Elgin address as ship to address. •See Sun Hardware policy Information.
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under
More info tab.
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More
Info tab and dispatch CL case to Board Repair.
•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing
Code 176.
•Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the
following part number instead: DM140166 (this number can be found in Clarify
database by entering part number A0831586).
12
7/15/09
 iDEN International
Telus

ECC (MCG) Cisco Hewlett Packard (HP)

APD/MDG/iDAC/MDG4/iGW/SMS
Open a P4 RMA case.
Open a Clear Logistics OAR RMA.
Order part thru Emerson online site using
the correct login. Use CTDI Elgin
address as ship to address.
IF an EFA is required, follow above
steps and dispatch to Board Repair.
Make sure EFA box is checked in Clear
Logistics case (see pg. 22 for
illustration).
Hewlett Packard (HP)
MPS ICP
R10K & R12K
•Open a P4 RMA case. •ICP - Open a P4 RMA case to replace CX2600
•Order part thru Cisco online site.** Server.
Open a Clear Logistics OAR case •Open a P4 RMA case to •Obtain 5-digit System ID from customer.
ONLY IF an EFA is required and •Obtain 5-digit System ID •Call HP at 800-255-5010 to order the part.
dispatch to Board Repair. Make sure from customer. •Instruct HP to ship part to Customer site.
EFA box is checked (see pg. 22 for •Open ClearLogistics •HP will send an engineer to site to replace part.
illustration). RMA “Exchange” in •NO ClearLogistics RMA REQUIRED
Clarify.

Motorola Parts
Nortel Sun
for EBTS/BSC/iBSC

Open ClearLogistics RMA as “ •Open a P4 RMA case. •Open a P4 RMA case.

International Repair” Encourage customer
to open RMA via the extranet going
forward.
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
•Open a Clear Logistics OAR case. •Notify CSE to contact SUN at 800
•Complete Online form at or email form to Nortel. Use site ID # (1979665). 872 4786.
•. Use CTDI Elgin address as ship to address. •Add note to case that CSE was
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under More info contacted.
tab. •See Sun Hardware policy Informati
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More Info tab on
and dispatch CL case to Board Repair. .

•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code

176.
Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part
number instead: DM140166 (this number can be found in Clarify database by entering
A0831586).

13
7/15/09
 Nextel International
Peru

ECC (MCG) Cisco Hewlett Packard (HP)

Hewlett Packard (HP)
APD/MDG/iDAC/MDG4/iGW/SMS MPS ICP
R10K & R12K
Open a P4 RMA case. •Open a P4 RMA case. •Open a P4 RMA case to replace CX2600
Open a Clear Logistics OAR RMA. •Order part thru Cisco online site.** Server
Order part thru Emerson online site using Open a Clear Logistics OAR case •Open a P4 RMA case to •Obtain 5-digit System ID from customer.
•Obtain 5-digit System ID •Call HP at 800-255-5010 to order the part.
the correct login. Use CTDI Elgin ONLY IF an EFA is required and •HP will send an engineer to site to replace
address as ship to address. dispatch to Board Repair. Make sure from customer.
•Open ClearLogistics part.
IF an EFA is required, follow above EFA box is checked (see pg. 22 for •NO ClearLogistics RMA REQUIRED
steps and dispatch to Board Repair. illustration). RMA “Exchange” in
Make sure EFA box is checked in Clear Clarify.
Logistics case (see pg. 22 for
illustration).

Motorola Parts
Nortel Sun
for EBTS/BSC/iBSC

Open ClearLogistics RMA as International
Repair
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
•Open a P4 RMA case. •Open a P4 RMA case.
•Open a Clear Logistics OAR case. •Notify CSE to contact SUN at 800
•Complete Online form at or email form to Nortel. Use site ID # (1979665). 872 4786.
•. Use CTDI Elgin address as ship to address. •Add note to case that CSE was
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under More info contacted.
tab. •See Sun Hardware policy Informati
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More Info tab on
and dispatch CL case to Board Repair. .

•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code

176.
Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part
number instead: DM140166 (this number can be found in Clarify database by entering
A0831586).

14
7/15/09
 Nextel International
Argentina

ECC (MCG) Cisco Hewlett Packard (HP)

APD/MDG/iDAC/MDG4/iGW/SMS MPS Hewlett Packard (HP) ICP
R10K & R12K
Open a P4 RMA case. •Open a P4 RMA case. •Open a P4 RMA case to replace CX2600
Open a Clear Logistics OAR RMA. •Order part thru Cisco online site.** Server
Order part thru Emerson online site using Open a Clear Logistics OAR case •Open a P4 RMA case to •Obtain 5-digit System ID from customer.
the correct login. Use CTDI Elgin ONLY IF an EFA is required and •Obtain 5-digit System ID •Call HP at 800-255-5010 to order the part.
address as ship to address. dispatch to Board Repair. Make sure from customer. •HP will send an engineer to site to replace
IF an EFA is required, follow above EFA box is checked (see pg. 22 for •Open ClearLogistics part.
steps and dispatch to Board Repair. illustration). RMA “Exchange” in •NO ClearLogistics RMA REQUIRED
Make sure EFA box is checked in Clear Clarify.
Logistics case (see pg. 22 for
illustration).

Motorola Parts
Nortel Sun
for EBTS/BSC/iBSC

Open ClearLogistics RMA as •Open a P4 RMA case. •Open a P4 RMA case.

“International Repair”.
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
•Open a Clear Logistics OAR case. •Notify CSE to contact SUN at 800
•Contact Nortel at 1-800-492-5762, option 1, Express Routing Code 181. 872 4786.
•Do NOT open RMA via the Web. Must call Nortel to order part. •Add note to case that CSE was
•Inform agent at Nortel that the part is for Argentina. Fill out Nortel form and fax contacted.
to Nortel. •See Sun Hardware policy Informati
• Use site ID # (1979665). on
•. Use CTDI Elgin address as ship to address. .
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under More info
tab.
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More Info tab
and dispatch case to Board Repair.

Note: Customs Certificate needed if equipment being shipped from Nortel is “used”.

•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code

176.
Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part
number instead: DM140166 (this number can be found in Clarify database by entering 15
A0831586). 7/15/09
 Nextel International
Brazil

ECC (MCG) Cisco Hewlett Packard (HP)

APD/MDG/iDAC/MDG4/iGW/SMS
•Open a P4 RMA case.
•Open a Clear Logistics International
Repair case.
•Do Not Contact ECC for replacement.
•Select EFA box (see pg. 22) if EFA is
requested by CSE or Account Manager.
MPS ICP
Hewlett Packard (HP)
•Open a P4 RMA case. R10K & R12K •Open a P4 RMA case to replace CX2600 Server
•Order part thru Cisco online site** •Obtain 5-digit System ID from customer. .
or by phone at 1-800-495-9121. •HP will send an engineer to site to replace part.
•Open a P4 RMA case to •NO ClearLogistics RMA REQUIRED
• Open a Clear Logistics OAR case.
•Obtain 5-digit System ID
IF an EFA is required and dispatch
from customer.
to Board Repair. Make sure EFA •Open ClearLogistics
box is checked (see pg. 22 for
RMA “International
illustration).
Repair” in Clarify.
•Do NOT contact HP.

Motorola Parts
for EBTS/BSC/iBSC
Nortel Sun

Open ClearLogistics RMA as

•Open a P4 RMA case. •Open a P4 RMA case.
“International Repair.
•Open a Clear Logistics International Repair case. •Notify CSE to contact SUN at 800
NOTE: Process the RMA if the part is in
•Dispatch case to Board Repair. DO NOT OPEN RMA WITH NORTEL 872 4786.
this List. Order part thru ECC: 1-800 –
•Add note to case that CSE was
551-1017.
Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code 176. contacted.
Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part •Contact Dan for all PDSI RMA
number instead: DM140166 (this number can be found in Clarify database by entering request.
A0831586). •See Sun Hardware policy Informati
on
.

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 Nextel International
Mexico (except Tijuana)

ECC (MCG) Cisco Hewlett Packard (HP)

APD/MDG/iDAC/MDG4/iGW/SMS MPS ICP
Hewlett Packard (HP)
Open a P4 RMA case. •Open a P4 RMA case. R10K & R12K •Open a P4 RMA case to replace CX2600
Open a Clear Logistics OAR RMA. •Order part thru Cisco online site** or Server
Order part thru Emerson online site using the by phone at 1-800-495-9121. •Obtain 5-digit System ID from
correct login. Use CTDI Elgin address as •Open a P4 RMA case to customer.
• Open a Clear Logistics OAR case
ship to address. •Obtain 5-digit System ID •Call HP at 800-255-5010 to order the
ONLY IF an EFA is required and
IF an EFA is required, follow above steps from customer. part.
dispatch to Board Repair. Make sure •Open ClearLogistics
and dispatch to Board Repair. Make sure EFA box is checked (see pg. 22 for •HP will send an engineer to site to
EFA box is checked in Clear Logistics case RMA “Exchange” in replace part.
illustration). Use customer address as
(see pg. 22 for illustration). Clarify. •NO ClearLogistics RMA REQUIRED
ship to address. •Do not contact HP.

Motorola Parts Nortel

for EBTS/BSC/iBSC
Open ClearLogistics RMA as
“International Repair
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
Sun
•Open a P4 RMA case.
•Open a Clear Logistics OAR case.
•Complete Online form at or email form to Nortel. A project ID #1979665 is required. •Open a P4 RMA case.
•Note: If using softcopy form, enter Elgin address in ‘Ship To’ section. •Notify CSE to contact SUN at 800
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under More info tab. 872 4786.
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More Info tab and •Add note to case that CSE was
dispatch CL case to Board Repair. contacted.
•See Sun Hardware policy Informati
on
•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code 176.
.
•Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part
number instead: DM140166 (this number can be found in Clarify database by entering
A0831586).

17
7/15/09
 Nextel International
Mexico Tijuana

ECC (MCG) Cisco Hewlett Packard (HP)

Hewlett Packard (HP)
APD/MDG/iDAC/MDG4/iGW/SMS MPS ICP
R10K & R12K
Open a P4 RMA case. •Open a P4 RMA case. •Open a P4 RMA case to replace CX2600
Open a Clear Logistics OAR case. •Order part thru Cisco online site.** Server
Order part thru ECC: 1-800 –551-1017. Open a Clear Logistics OAR case •Open a P4 RMA case to •Obtain 5-digit System ID from customer.
IF an EFA is required, follow above ONLY IF an EFA is required and •Obtain 5-digit System ID •Call HP at 800-255-5010 to order the part.
steps and dispatch to Board Repair. dispatch to Board Repair. Make sure from customer. •HP will send an engineer to site to replace
Make sure EFA box is checked in Clear EFA box is checked (see pg. 22 for •Open ClearLogistics part.
Logistics case (see pg. 22 for illustration). RMA “Exchange” in •NO ClearLogistics RMA REQUIRED
illustration). Clarify.

Motorola Parts
Nortel Sun
for EBTS/BSC/iBSC

Open Clearlogisitcs RMA as “International
Repair”.
NOTE: Process the RMA if the part is in
this List. Order part thru ECC: 1-800 –
551-1017.
•Open a P4 RMA case. •Open a P4 RMA case.
•Open a Clear Logistics OAR case. •Notify CSE to contact SUN at 800
•Complete Online form at or email form to Nortel. A project ID # 1979665 is 872 4786.
required. Note: If using softcopy form, enter Elgin address in ‘Ship To’ section. •Add note to case that CSE was
•Update ClearLogistics RMA with Nortel CR# in Supplier RMA field under More info contacted.
tab. •See Sun Hardware policy Informati
•Update ClearLogistics RMA with waybill # in Ship Waybill # field under More Info tab on
and dispatch CL case to Board Repair. .

•Contivity Support: Call Nortel at 1-800-492-5762, option 1, Express Routing Code

176.
Note: Part Number A0831586 is not recognized by Nortel. Give Nortel the following part
number instead: DM140166 (this number can be found in Clarify database by entering
A0831586).

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 Expedience Customers
• Verify in or out of warranty on RSU/OSUs. Use Expedience Warranty
calculator. Note* Stored on BR Website
• Notify customer of out of warranty (OOW) serial numbers. Ask for permission to
create OOW RMA prior to opening ClearLogistics RMA (Note* make sure you
check off in and out of warranty box in RMA screen.) For out of warranty
RSU/OSU equipment, request that the customer provide a PO. Once the
PO is received, forward it to danielpatty@motorola.com and proceed with
RMA creation.
• RMA’s should be setup as Dom or Int repair depending on location of customer.
• Email packing slip to customer. (Packing slip).
• Note* Clearwire Domestic – Create RMA’s for the customer regardless of
warranty status.
• Serial numbers are not required
• Email RMA numbers to Board Repair.
• Contact Dan or Perry with any questions

19
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 WiMAX RMA Support- Board Repair
• NABR Support customers in North, Central & South America’s. (Clearwire,
Sprint, Axtel, Embratel, Telmex, Inukshuk, etc.)
• Open P4 RMA case.
• Open ClearLogistics RMA as Domestic or International Repair
– Redback Equipment – CSE will either transfer customer to you or request you open RMA
with Redback. Please make sure you completely understand what is expected of you via
handoff. CNRC and Redback case must be inputted in RMA. Redback case needs to be
placed in supplier RMA field.
– Foundry Equipment - CSE will either transfer customer to you or request you open RMA
with Foundry. Please make sure you completely understand what is expected of you via
handoff. CNRC case and Foundry case must be inputted in RMA. Foundry case needs to be
placed in supplier RMA field.
– Emerson Equipment - CAPC
• Non Sprint customers send their defective equipment to the repair Center 1 st. The Repair Center will
raise an RMA with Emerson at this point.
• Sprint (Chicagoland only) request RMA from Emerson
– Update Supplier RMA field with Emerson RMA.
– Open RMA as “OAR”.
• EFA’s must be approved by WiMAX SLT. (TJ and/or Tom Bauer).
– Access Point (DAP or GAP) and CPE’s, - Generate standard RMA (domestic repair or
international repair based on customer’s location).
– Select EFA Box when applicable.
• Create Packing slip. and e-mail it to the customer.
• Contact Perry, Dan or Tim for support.

20
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 Canopy Products

Note* Barrett is a NABR customer. Warranty must be determined prior to

opening RMA. Contact Perry or Dan in the Interim.
•Validate warranty – Warranty calendar can be located on the BR
website.
•In warranty –
•Create RMA’s.
•Out of Warranty - Inform Customer of all the serial numbers
out of warranty.
•Create RMA’s only if the customer give the o.k.
•Contact Board Repair for approval if if they request we
do so.
•Open RMA’s as “ Domestic Repair”
•Send a Packing slip to the customer.

Note* Contact RMC for all other Canopy customers.

21
7/15/09
 GROWiMAX RMA Support
Customers - Wateen, TDF France,Wi Tribe & etc
• Open Global Logistics RMA.
• Contact Andy Gwynne OR Barbara Mason for support.
• Customers - Wateen, TDF France, Wi Tribe & etc.

22
7/15/09
 EBTS/BSC Parts List

ECC Marketing Number ECC Part Number Description

(Use these numbers in sub-cases to
the Repair Center)
SCP3211 01-W2114F16C 8U MXP platform configured for iDEN iBSC

MXP3X11DCPS-K 01-W2101F20A 3U, 200W DC Power Module

MXP3X11DCDISTA-K 01-W2124F01A MXP3X11 DC Power Distribution Module

MXP3X11FNSLD-K 01-W2102F01A Fan Module FRU for MXP3X11

MXP3X11ALARM-K 01-W3844F01A MXP3X11 ALARM DISPLAY PANEL

SCP3X11AMC-iDEN-K 01-W2114F18A Alarm Management Card with iDEN overlay

MXP3X11AMCTM-K 01-W2122F01A MXP3X11 AMC RTM

SCP-ZX4500-iDEN-K
01-W2114F17B ZNYX 4500 card with iDEN overlay. This part is currently
comprised of 01-W2032F01F (ZX4500P-X2 PICMG 2.16 ENET
SWITCH) and 98-W4026D04C (ZNYX SWITCH FLASH
UPDATE FOR IDEN).
Do not ship 01-W2032F01, instead, ship 01-W2114F17

ITP-ZXRTB03-K 01-W2032F03A ZXRTB03, 3 PORT RTM-RJ45

23
7/15/09
 Additional Notes pg. 1

*The Motorola Extranet site is located at https://mynetworksupport.motorola.com/index.asp.

**The Cisco online site is located at http://tools.cisco.com/ServiceRequestTool/create/launch.do If part is ordered directly from Cisco,
the customer needs to return the part(s) to: Teleplan Intl, ATTN: C/O CISCO SYSTEMS, 8875 Washington Blvd. Ste B, Receiving
Dock 149, ROSEVILLE, CA 95678.

***Cisco BTS Routers are ordered using a different contract # than all other Cisco parts. See the current list of contract numbers at
http://cnrc.cig.mot.com/PDN_html/PDN/Cisco.htm

If a Motorola CDMA Lab requests an RMA for a Motorola or HP part, please contact Jason Ellerman (JELLERM1) from the RMC
group at 847-632-3262. He will process their requests and set them up to order parts via the Extranet (mynetworksupport). If the lab
needs a part from a third-party vendor other than HP, process the RMA request through the third-party vendor.

Note: We do not process RMA’s for CDMA international customers. The only exception is Telus Mobility in Canada. Direct the
international customer to the RMC group, which processes international RMA’s (except for Cisco and Sun parts).
To contact the RMC group during working hours, call Andy Gwynne or Barbara Mason. For after hour support, contact CTDI @ 1-
800-441-2834, ext 315.

If an CDMA international customer requests a replacement Cisco part, and if the part is in warranty, then we (Service Desk) contact
Cisco directly at 1-800-553-2447 to order the part. If the part is out of warranty, inform the customer to contact their Account Team
representative.

24
7/15/09
 Additional Notes pg. 2

All EFA (Red Tag) RMA cases are to be opened by NA-CNRC with the approval of a CSE.
The EFA checkbox must be checked in the Clear Logistics case Request Detail tab if a Clear Logistics case is opened and an EFA is
requested. See screenshot below:

Click Here for

EFA

Harmony RMA’s are handled as “Domestic” and “International” Repairs by the SSC group or via MyNetworkSupport (Extranet).
Neil Davis or Mike Cisarik are the NA-CNRC points of contact.

Note* Input in the “More info” tab EFA contact information. This information must consist with the following: Contact Name,
Requested EFA contact ship to address, Phone #, Case #, Supplier RMA when applicable.
All EFA (Red Tag) RMA cases are to be opened by CNRC with the approval of a CSE. The EFA checkbox must be checked in the Clear Logistics case Request Detail tab if a
Clear Logistics case is opened and an EFA is requested.

25
7/15/09
 Additional Notes pg. 3

The Elgin ship to address is (Good equipment):

Board Repair Program

C/O CTDI
2210 Galvin Dr.
Elgin, IL 60123
Ref: RMA i#

The Elgin ship to address is (Defective equipment):

Board Repair Program

C/O CTDI
2214 Galvin Dr.
Elgin, IL 60123
Ref: RMA i#

The Nortel return address for Brazil is:

RMA# (i0xxxxx-x & CRxxxxx)

Nortel Telecomunicações do Brasil Comércio e Serviços Ltda.
Rodovia SP 340 S/Nº Km. 118,5
13088-061 - Barão Geraldo - Campinas - SP

The Nortel return address for Mexico is:

RMA# (i0xxxxx-x & CRxxxxx)

Av.Centro Industrial No.73-75
Col.Izcalli del Valle
Tultitlán Edo.Mex CP 54940
At´n: Rubén Martínez Tel. 5091-4838

26
7/15/09
 FTTN Customers

Note- No longer supported by NABR. Instruct

Customers to contact
CTDI @
CTDI Customer Service RMA & TAS
NCservice@ctdi.com
888-444-9556615-844-7455
Fax: (615) 232-7015

*For FTTN & FTTP, an Out-of-Box/Dead On Arrival is defined as a failure within 90 days from the date the part was shipped.
27
7/15/09
 FTTP Customers

RMA & Case Process

Forward all Technical request to Schaumburg Call Center –1 888 944 4357 or support@motorola.com
FTTP customers attached
RMA Support - nextlevelrepairs@motorola.com

FTTP Customer list (right click and select “Open Hyperlink”).

-Select Wireline link

28
7/15/09
 Board Repair Contacts

• Tim Martin – 1-847-704 3465 or by mobile@ 1 847 875 0139

– BR Manager
– Off hours primary contact

• Perry Ziakas 1-847-704-3464 or by mobile 1 847 514 0229

– WiMAX, Expedience & Canopy
– iDEN Domestic
– Off hours secondary contact

• Pat Lewis – 1-847-704-3467

– All CDMA customers
– TL9000

• Dan Patty 1 847 704 3421

– iDEN International & Harmony
– WiMAX, Expedience and Canopy

• Luis Germoso – 1-847-704-3469

– Wireline
– Nortel & Emerson relationship manager

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