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https://support.avaya.com

Avaya Automated Services Nov-2013

2 AVAYA CONFIDENTIAL

Provided under a Non Disclosure Agreement

Fast Powerful Seamless



Right Person First Time

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NEW RESOLUTIONS

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KNOWN RESOLUTIONS

Seamless Transition to Web Ticket

Ava Avaya Virtual Agent

Avaya Support Website Experience

ADDED VALUE

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Former Tier 3, 4, Logistics



Leveraging Technology for Avaya Services and Support

Leveraged for Ava, our virtual

avatar.

Ava is also the gateway for

Web Chat and Web Talk with

Live Agents on the Web

Next horizon: One touch video

Ava Web Chat and

LAW

Agents directly publish

solutions into the Avaya

Knowledge DB as part of the

Avaya Diagnostics

Methodology.

Avaya Knowledge

High-speed, secure connectivity

with our customers’ systems

that allowed us to diagnose and

resolve issues up to 50% faster

Avaya Diagnostic

Server

Feature that allows us

to easily handle spikes in

volume to manage Average

Speed of Answer metrics

Call Back Assist

Measured desired and

undesirable language in

inbound and outbound calls to

improve customer experience,

compliance and key

performance metrics

Avaya Speech

Analytics

The Total Service Outage

button enables simplified

outage reporting

Use the Escalate short to

engage Avaya’s Management

team on SR resolution

Escalation



New Tools for Customer Support

Avaya Support Website provides a rich, collaborative

and multi-media portal for solving customer issues

faster than ever

Created a Rich Support Alternative that Provides Better,

Faster and More Intuitive Support Options for Customers

New approach

to Support Immediate publishing of known solutions

Multimedia knowledge base makes

known solutions easily available to users

Avatar (Ava) and live chat enable

on demand access to live agents

Web Talk and Click-to-video will provide

multi-media collaborative support

Total service outage and immediate issue

escalation buttons enable fast agent access



Get Support by Selecting a

Product

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1. The Products Pages provide a powerful, integrated launch to service by product

2. Top Solutions are pulled based on Solution reuse by the support agents within Siebel ticketing.

3. Notices & Release Notes show the most recent PCNs, PSNs and other documentation for the Product / Release chosen.

4. Troubleshoot by Problem performs search on Product, release and keywords.

5. Latest Downloads gives fast access to the newest software

6. User Guides & Top Documents list the latest documentation

7. Related Support Forums is a quick link to the product-support community

8. Find Product Training & Demos



Ava’s Seamless Integration to Siebel • Ava tracks your search content

• Queries and context are used to create a web ticket

• Simplifies and streamlines the process

• Results in faster resolution time

Ability to Search based on “Sold To”

Consultation Service Request created

Ava validation of “ Sold To”

Ava validation of Service Request



Multimedia Collaboration Experience with the Right Resources

• Intelligent Support Seamlessly Transitions from Query to Open Ticket

• Web Chat

o Virtual Agent transitions seamlessly to a Live Chat viewing all information exchanged

o Live agent can invite additional agents to join the live chat

o Customer can share their desktop with an agent for demonstrations and quicker resolution

• Web Talk

o Talk live to an agent anytime through online web talk

o Connect while in the chat environment

o Connect from an open service request

• Web Video (future enhancement)

o Continuous context to transition from Virtual Agent to Live Agent Chat to Video Chat

o Video Chat enables personal interaction, collaboration and improved efficiency

o Engineers can demonstrate how to resolve an issue live



Knowledge Centered Support

• Knowledge articles are available online 24x7 to give you access to the information you can leverage to solve your service issue.

• Access to much of the content requires you to be logged in \

• New resolutions are continually populated in the Avaya Knowledge Base by the Avaya agents and support teams resolving your issues with the Avaya Diagnostics Methodology

• Knowledge articles include resolutions, video demonstrations, process overviews and website tips and tricks

• Top 5 Articles are summarized on the Product pages nightly or can be accessed through Ava and through the Search on the top of each page



Service Request Resolution can be viewed via the progression through the Avaya Diagnostic Methodology



Total Service Outage The Big Red Button

You can find the Total Service Outage button on https://support.avaya.com (the Dashboard) and on the Service Request landing page

Phase 1 provides you an expedited way to report service outages through a simplified form, that will route to the Emergency Recovery and Service Desk teams 24 x 7 for them to work with you to restore Service

Phase 2 will provide expanded access to sold-to’s outside of “Your Numbers”

https://support.avaya.com/



Total Service Outage Entry Form

Your details will be auto-filled, but you can also specify a non-SSO contact Select a sold-to related to your account (phase 1) Select a product Choose the outage description Add any details



Service Request Escalation Simplified

You’ll now see an Escalate button under each open Service Request on your dashboard, or through the Service Requests filtered view

This is a short cut to the Management Escalation Dialog that enables you to engage the Avaya Services management team when your ticket resolution experience is not meeting your requirements

Only one Active escalation is permitted per ticket



Service Requests 1. The Service Requests view will

show all the tickets for the Company / Link ID

2. The Total Service Outage button is available from the Dashboard or Service Request page to enable fastest routing to emergency response

3. Advanced Filters allow you to customize the way that you look at your organization’s tickets

4. The results will be displayed and can be sorted on any column. Clicking on any request link will open the Service Request allowing you to update or escalate it

5. You can export the list of tickets to your desktop

6. Quick Launch to an SR to open a specific SR easily

Note: Your personal list of tickets is accessible through the Dashboard at Support Home

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Service Request Creation Starting Point Flexibility

There is additional flexibility for you to leverage in choosing how you want to open

a Service Request:

– Sold To pull-down or auto-complete on Sold To or any part of the address

– Serial Number aka CLLI

– SEID used in product registration for connectivity

– Nortel Site ID as named on the Clarify Contracts

– Asset Nickname searches across all Sold Toʼs associated to you for all assets with the matching Nickname



Drill down through Product Family Asset selection gets easier for Sold To’s with different Product Families and

higher volumes of assets.

We’ve summarized the asset list into Product Families, enabling you to drill-down to the right asset.



Detailed Asset View Providing you with the Information to Pick the Right Asset

The Detailed Asset View has been revamped to include the Solution Element Identifier (SEID), and the Asset Description.

If you have multiple assets of the same type, those without a unique identifier (SEID, Serial # or Asset Nickname) will be summarized onto a single line – no more paging through hundreds of the same assets



Exporting the Asset List and Filter within Results

You can now download an asset list against a specific Sold To or Site ID

Asset selection can be further refined by leveraging any of the Filters

You can pull down all entitled assets from the Summary view, or all assets in a Product Family by drilling down



My Profile link goes to https://sso.avaya.com to manage your profile and Sold-To’s

0123456789 Your Sold-To #2

0123456788 Your Sold-To #1

0123456787 Your Sold-To #3

You must “request” this sold-to to use it for ticketing. The request must be approved by your Company or Sold-To Administrator

These are the sold-to’s you have access to

Pending means you have requested it and are waiting on approval

https://sso.avaya.com/



Avaya Support – 2014 Strategies



Getting Additional Help

Go to https://support.avaya.com/helpdesk. Here you will find access to help pages for the web and applications, overviews, videos, …

Customers or Partners experiencing issues, errors, etc., please contact IT Helpdesk, at: – US: +1 866 282 9248 – EMEA: +44 1483 309800 – Canada: +1 720 444 0130 – CALA: +1 720 444 0130 – APAC +65 6872 8700 – Germany: +49 69 7505 1234

Partners

– Partner portal is now located at: www.avaya.com/partnerportal

– New Issues can be submitted through Partner ITSS Issue reporting tool: http://partner-itss.avaya.com

– Or by contacting the Partner Help Desk. Phone numbers are available by visiting URL: https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L5eRAAS&Id=a3j30000000L7rtAACl

– Or you can send an email to [email protected]

https://support.avaya.com/helpdesk

http://www.avaya.com/partnerportal

http://partner-itss.avaya.com/





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