Technical Support Services Guide for Avaya Multimedia Contact Center

Transcription

1 Technical Support Services Guide for Avaya Multimedia Contact Center Interaction Center Operational Analyst Advocate Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup FIFA Women s World Cup USA 2003 Version For US Based Avaya Customers Only

2 Copyright 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. RTS Applications Support Page 2/27 US Customers Only

3 Table of Contents Welcome to Avaya Support... 4 Who to Contact with a Product Question... 5 Avaya Remote Technical Services Support Applications Support... 6 Introduction... 6 Maintenance 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 Technical Support Holidays for Standard Support X 7 Critical Support... 8 Maintenance Releases and Product Upgrades Third Party Product Support Customer Responsibilities Customer Support Team Customer Help Desk Customer Test and Development Systems...11 System Upgrades Transitioning Post-Implementation Support to Avaya Support Maintenance Introduction: Outline of Avaya CSI or Partner to IC Technical Handoff Steps within the Handoff Process Product Documentation Gathering Technical Information for the Initial Contact Determining the Priority Level of the Call and Avaya s Initial Response Time Contacting Technical Support Online Services Phone Overview of the Avaya Technical Support Team Brief Overview of Technical Support Call Flow Process Call Flow Process Customer Support Limitations Support Escalation Process Additional Service Offerings Consulting and Systems Integration (CSI) Avaya Applications Services - Custom CTI/IC Support Avaya Leaning Centre About Avaya RTS Applications Support Page 3/27 US Customers Only

4 Welcome to Avaya Support Your investment in Avaya technology brings with it access to industry-leading postsale 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 supercede 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! RTS Applications Support Page 4/27 US Customers Only

5 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 a feature, function, error message, installation or system administration, or if a feature or component is not behaving as anticipated, you should contact our Technical Support organization. If you require more extensive help with installations and customizations of the Avaya MMCC product line, you will need to contact the Avaya Consulting and Systems Integration 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 to crmcust@avaya.com for assistance. RTS Applications Support Page 5/27 US Customers Only

6 Avaya Remote Technical Services Support Applications Support Introduction This section is your guide to using Avaya s 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. Maintenance Agreement In order to receive technical support and product upgrades, you must purchase and remain current on a Maintenance Agreement. If your Maintenance Agreement has expired and you require technical support, you will be put in contact with a member of your Account Team who coordinate an effort to bring your Maintenance Agreement current or to determine the next appropriate step. Who Will Contact Technical Support from Your Organization? When you purchase a Maintenance 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. RTS Applications Support Page 6/27 US Customers Only

7 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. RTS Applications Support: Monday Friday, 8:00 a.m. - 5:00 p.m. Local Time Channels to Contact Support Online Support Ticket System: Phone (toll free): crmsupport@avaya.com and follow the prompts: 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 o o When asked for what product you are calling about, say "Interaction Center" or "Operational Analyst" When asked for what type of assistance you need, say "repair" You will automatically be transferred to the Interaction Center/Operational Analyst Support Call Receipt Team Option 2 - Check Status on Existing Service Request o Enter your Maestro Case number 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 our Call Receipt Team who will be able to assist you. Technical Support Holidays for 2005 Date Day Holiday May 30 Monday Memorial Day July 4 Monday Independence Day September 5 Monday Labor Day November 24-2 Thursday-Friday Thanksgiving December 25 Monday Christmas RTS Applications Support Page 7/27 US Customers Only

8 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, installation, system administration, 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, access product patches, search KnowledgeBase, and access documentation. Maintenance releases and product upgrades as specified in your maintenance agreement 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 (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, installation, system administration, 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, access product patches, search KnowledgeBase, and access documentation. 24x7 access to Technical Support for critical (production system down) issues every day of the year Maintenance releases and product upgrades as specified in your maintenance agreement * Note: Avaya Technical Support does not provide consulting services. This includes, but is not limited to services pertaining to 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 services are outside the scope of support provided by Avaya Technical Support These services may be obtained through the Avaya Consulting and Systems Integration organization, Avaya Applications Services Custom Support team, or a third party consultant at an additional cost. RTS Applications Support Page 8/27 US Customers Only

9 Product Patches & Service Packs Product patches can be obtained online visiting and going to the Downloads portion of the site All patches are cumulative. The most current patch 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 patch 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 patch, service pack or have any other questions pertaining to the patches posted online, please contact Technical Support for assistance. RTS Applications Support Page 9/27 US Customers Only

10 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. 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 functionality as well as a listing of the major defects and enhancements that were addressed. Please contact your Account Team or crmcust@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: Siebel Cognos Fulcrum RTS Applications Support Page 10/27 US Customers Only

11 Customer Responsibilities Customer Support Team Avaya s 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 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 customer s application developers and user community. The Help Desk is the hub of the customer s 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 site s 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 customer s 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. RTS Applications Support Page 11/27 US Customers Only

12 If you need assistance in setting up these environments, our Consulting and Systems Integration 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. RTS Applications Support Page 12/27 US Customers Only

13 Transitioning Post-Implementation Support to Avaya Support Maintenance Introduction: Outline of Avaya CSI or Partner to IC Technical Handoff Support of your software after it has been installed/implemented should be transitioned to Avaya Support. This occurs after either Avaya CSI 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 implementing team and Avaya Support. Steps within the Handoff Process 1) The Avaya CSI 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, but approaching time for a Handoff to Avaya Technical Support. 2) The Implementation Handoff Manager sends a Technical Support Handoff form to the Partner/CSI 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. 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, Avaya s Technical Support team accepts the Handoff. Note that this is conditional on the customer also accepting the implementation as completed by the implementing partner. RTS Applications Support Page 13/27 US Customers Only

14 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: The most current version of Adobe Acrobat Reader can be downloaded at no charge from Adobe s web site at 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 be ed to them (such as error logs, design files, etc.). As the customer becomes more familiar with the Avaya products, they can anticipate the need for these files and them to Support in advance. Please use the following template to help gather information for the initial submission of your issue to Technical Support: RTS Applications Support Page 14/27 US Customers Only

15 Brief description of problem: Use the format this happens when I do that". For example, Error 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 6.1.3, OA 6.1, VQS 6.0.2, etc. Component: Please specify the exact component you are experiencing an issue with. Example: Data Server, WACD Server, Telephony Server, QDesigner, QScripts, WebQ, QPrompter, QRouter, QConsole, WebAgent, 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, 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 8.1.6, 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 Consulting and Systems Integration team or the Avaya Applications Services 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. RTS Applications Support Page 15/27 US Customers Only

16 Determining the Priority Level of the Call and Avaya s Initial Response Time A call s 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 4) High (severity 4) Medium (severity 2) Low (severity 2) 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 efforts 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 efforts 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 efforts 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. Avaya may adjust the priority of a call after it is opened, so that the proper technical priority of the call is reflected. The customer will be notified via or phone when this occurs. Avaya Technical Support understands that sometimes the technical severity and the business severity of a call may differ. In this event, the customer may contact the Support Manager for assistance. The Support Manager will help ensure the issue is properly prioritized within Support and that the customer's expectations are properly set. RTS Applications Support Page 16/27 US Customers Only

17 Contacting Technical Support Online Services Avaya services uses a single global system to track our customer service requests. This system is available to you online at If you haven t already done so, please review the on line tutorial for this system by visiting : MMCC customers can their questions/issues (along with any pertinent support files), enhancement requests or requests for status updates on current open issues to Technical Support. Technical Support recommends that you use during normal business hours for logging any new cases with a priority ranging from MEDIUM LOW. Phone address: crmsupport@avaya.com Customers should phone Technical Support for assistance with CRITICAL or HIGH priority support issues. Phone (toll free): and follow the prompts: 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 o o When asked for what product you are calling about, say "Interaction Center" or "Operational Analyst" When asked for what type of assistance you need, say "repair" You will automatically be transferred to the Interaction Center/Operational Analyst Support Call Receipt Team Option 2 - Check Status on Existing Service Request o Enter your Maestro Case number and press # RTS Applications Support Page 17/27 US Customers Only

18 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 our Call Receipt Team who will be able to assist you. Overview of the Avaya Technical Support Team Dispatch Team Member (DTM) The DTM provides first call acknowledgement via the telephone and to our customer base. The DTM is responsible for logging and phone calls, including all pertinent information, into the Avaya Support database as well as routing incoming calls to the appropriate Technical Support Engineer or Support Team. Technical Support Engineer (TSE) The TSE provides technical support to the customer base by owning calls logged via, Maestro or the DTM. The TSE is responsible for researching and resolving problems encountered during the installation, customization and operation of the MMCC product line. The TSE is also responsible for escalating issues to and requesting patches from the Tier IV Engineering team. Since the TSE is responsible for driving technical issues through to resolution, they act as the focal point of all communication throughout this process Technical Support Center Manager The Technical Support Center Manager is responsible for overseeing the operation of the entire support center. Working closely with the National Service and Engineering Managers, the Technical Support Manager functions as an escalation point for customer issues. The Technical Support Manager also works directly with customers, in order to ensure that they are receiving the expected quality level of technical services from Avaya. RTS Applications Support Page 18/27 US Customers Only

19 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: Call Flow Process Our Technical Support Dispatch Team processes all incoming phone calls and s 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 cases. All cases are logged/tracked in our support system Maestro. Authorized support contacts may also log new and view current calls online. Obtaining a Case ID When a customer logs a case with Technical Support, Support will provide them with a Maestro case ID that can be used to track the issue. One case ID per technical issue is assigned. Standard Support Once a call is entered into our support ticketing system, it is owned by a TSE who will begin the process of working the call. For a customer contacting Technical Support via telephone, the TSE will attempt to resolve the call with the customer during the initial call. The support engineer 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 TSE will perform the steps necessary to obtain the information and then notify the customer via telephone or . The TSE 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 ship 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 call to address the issue. Technical Support will then work with the customer to address the issue. RTS Applications Support Page 19/27 US Customers Only

20 Avaya Technical Support does not provide consulting services. This includes, but is not limited to services pertaining to 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 services may be obtained through the Avaya Consulting and Systems Integration organization, Avaya Applications Services Custom Support, or a third party consultant at an additional cost and are outside the scope of support services provided by Avaya Technical Support. 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 Customer s misuse, improper use, alteration, or damage of the Software, or Customer s 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 call is related to a product defect, the TSE will work with the customer to reproduce the defect in the out of the box product. Once this is successful, the TSE will either create a new defect in the Engineering database and link it to the call, or link the call 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 call will be placed in Defect 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 customer s ability to use the product, and the TSE is unable to provide a workaround for the issue, the TSE 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 customer s business needs, yet the customer desires a patch, the customer must request that the call be escalated to the Engineering Services Patch Management Team. The Engineering Services Patch Management Team reviews all calls 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. RTS Applications Support Page 20/27 US Customers Only

21 If a patch is approved, the TSE 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, Technical Support 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 Call When a call has been resolved, it will be put into a status of Closed. If a solution or other method of resolution has been provided to the customer, the TSE or Support Dispatcher will follow up with the customer to ensure that the information was helpful in resolving the issue before closing the call. RTS Applications Support Page 21/27 US Customers Only

22 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 Business Consulting and Systems Integration organization. More information on both of these entities can be found at the end of this document in the Additional Services Offering section. RTS Applications Support Page 22/27 US Customers Only

23 Support Escalation Process On occasion, you may need to escalate an issue within the Avaya MMCC Support Services Organization. The proper escalation procedure for a Technical Support issue would first be to the Manager of the applicable support team and then if necessary to the Director and then the Area Vice President of Support. The most current list of escalation contacts can be found online by going the Avaya Support website at From this location you will find a link to Support Escalation Contacts. From there select the links for: Maintenance Support - Remote Technical Services Applications Multi Media Contact Center. At the time this document was last updated, the direct link to this location was: RTS Applications Support Page 23/27 US Customers Only

24 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 Listed here is a summary of commonly requested services from a Customer Support Service standpoint. Consulting and Systems Integration (CSI) The Avaya Consulting Systems Integration team (formerly known as Avaya Professional Services) provides system integration skills for implementing software. CSI 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 For more information on the services offered by CSI, please contact your customer service manager or CSI directly at: Phone: and press prompts 1 and 1 bcsius@avaya.com Online: RTS Applications Support Page 24/27 US Customers Only

25 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 BCSI. 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 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 reports written by BCSI for inbound and outbound call reporting. Advanced OA reports and custom cubes developed by CSI. 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 additional information, please contact: Sarah Lyons slyons@avaya.com RTS Applications Support Page 25/27 US Customers Only

26 Avaya Leaning Centre The Avaya Learning Centre 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 Centre 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 The current direct link to the Avaya Learning Centre is RTS Applications Support Page 26/27 US Customers Only

27 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 a higher plane of communication RTS Applications Support Page 27/27 US Customers Only