Avaya Field Support Group (FSG) New Year Update HAPPY NEW YEAR AND BEST WISHES FOR 2001 FROM AVAYA GSS FSG

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1 Technical Bulletin No th January 2001 Technical Bulletin Commercial - in - Confidence Bulletin No: 148 Date: 5 th January 2001 Avaya Field Support Group (FSG) New Year Update HAPPY NEW YEAR AND BEST WISHES FOR 2001 FROM AVAYA GSS FSG FSG or in full Field Support Group is the renamed Technical Support Group. This change has been made to more appropriately reflect our role within Avaya but it also coincides with a number of changes that have taken place recently. What is FSG As recently announced the previous Express European Products (EEP) has now become Global SME Solutions (GSS) as a Product House within Avaya. GSS encompasses the INDeX, Alchemy, Partner and Legend teams both in the UK and USA. FSG (UK) now integrates the INDEX and Alchemy technical support teams based in Welwyn Garden City and Watford to create one single group with responsibility for the Global support of these products. At present the individual product support remains at the separate locations but during the coming months this will gradually integrate to form one team based in two places. The integrated FSG will ultimately use the same procedures and systems to offer the same support across INDeX and Alchemy. Attached to this document you will find a full organisation chart for the Field Support Group. FSG Helpdesk Over the last few months we have been gradually rolling out our long promised helpdesk. Therefore with immediate effect the following applies: All enquiries for technical support for the INDeX family of products will be handled through the FSG helpdesk. Calls will be answered on our new single support number (0) or by to gssfsg@avaya.com The FSG helpdesk will accept enquiries relating to INDeX, Data, Applications, Premier/Lite and all other general issues. Page 1 of 23

2 Technical Bulletin No th January 2001 Please note that no other contact points will be accepted as formally registered enquiries (i.e. personal DDI s, mobile numbers or personal addresses). Front line call logging All calls and s will be allocated a Call Reference Number (CRN) by the Helpdesk, before being passed to a Support Specialist. By formalising this process and monitoring the use of BusinessPartner Engineer UID s, which must be quoted to log a call, we will be able to ensure that our technical resources are dedicated to technical problems. Full details of the call flow are detailed in the attached procedures, flow charts and the new BusinessPartner Technical Support Pack. Outside normal working hours (8:30 to 17:30 Monday to Friday) Helpdesk calls will be routed directly to the Support Specialists, who will log the details of the call with the helpdesk at the next available opportunity. The BusinessPartner should expect a call from the Helpdesk at that time with confirmation of the CRN. In the event that a call needs to be escalated, you should contact the Helpdesk and quote the CRN that applies and ask to speak to Fiona Macintosh, Call Centre Manager, who will take responsibility for following up the call and confirming the necessary procedure. Alternatively you can follow the formal Escalation procedure as detailed in the attached documents. Helpdesk staff do not have the detailed technical knowledge or skills of trained Support Specialists but they will provide a consistent, helpful and effective service to BusinessPartner engineers, which will allow us to resolve you enquiries more quickly. BusinessPartner UID s We are now able to distribute the new engineers UID cards that will enable your trained engineers to receive support from FSG. All nominated BusinessPartner Technical Principals will be receiving a paper copy of this document with attachments and the UID cards for their currently registered engineers. These will be delivered by registered post during the next 5 days. Therefore with effect from Monday 15 th January we will expect all calls to the helpdesk to quote the UID whilst should include the UID in the Subject header. To allow us to maintain our database, any changes of engineering personnel within your company should be notified to the FSG helpdesk by as quickly as possible. Please note that a UID card is unique to the engineer and once issued remains with the individual even if they move from one BusinessPartner to another. It is therefore imperative that when this happens you inform us immediately. In addition please ensure that only the named engineer uses the respective card since we will be checking training records to ensure that only appropriate individuals are receiving support. BusinessPartner Support Pack Following various changes to procedures, contact numbers and personnel during the last year we are pleased to issue the revised BusinessPartner Technical Support Pack, which is attached to this document. This is also available from the Technical Zone of our web site. Page 2 of 23

3 Technical Bulletin No th January 2001 Conclusion During the coming weeks we will be publishing our plans for further changes and improvements over the course of In the meantime if you have any questions on the above please contact either Fiona Macintosh or your Technical Account Manager, Steve Robinson or Mark Cosgrove. Issued by: Warren Buckley Director of Field Support Tel: +44 (0) wbuckley@avaya.com Page 3 of 23

4 Technical Bulletin No th January 2001 Avaya GSS Field Support Group Operating Procedures Scope The contents of this document describe the activities of the Field Support Group, known internally as FSG, involved in supporting BusinessPartners after installation of our products. Processes The main function of FSG is to provide technical support to our BusinessPartner Channel. Requests are received via telephone, fax, and web contact. FSG can be contacted by dialling , or faxing on s can be sent to GSSFSG@avaya.com and an escalation route is available via the web site, from the Technical Zone. Normal hours of service are , with the addition of Out of Hours support. On-site assistance and Consultancy can be arranged as additional functions. The main inputs / transformations / outputs from FSG are shown in the follow table and described briefly below: INPUTS TRANSFORMATION OUTPUTS Product / technical enquiries Communication with customers Technical support for BusinessPartners Escalations, complaints, observations Managing customer expectations Enhanced product reputation and quality service visits Resolving problems Customer Satisfaction Technical Product Manager Customer visits Providing technical advice Input to product development through bug monitoring feature capture, input to Resources scheduling, training, development, management 1. Contacting FSG Helpdesk Page 4 of 23 Call logging and monitoring KDR Reports and metrics Records of calls logged and solutions/advice offered The enquiries are mainly received via telephone. Incoming calls are received at the FSG Helpdesk and logged into a contact management system called First Contact, which requires input of caller s name, company name, product and a brief description of the problem. The caller is given a Call

5 Technical Bulletin No th January 2001 Reference Number (CRN) which identifies that particular call. Once the caller s details are logged, the call is transferred to a Technical Support Specialist. s are logged in First Contact by copying the information into the notes field and passing the CRN to a FSG specialist via , requesting customer call back. Incoming call/ New call? No Ask for call reference Is call owner free? No Send with call ref. to owner Log details in First Contact Transfer call Is a FSG Engineer available? No Quote Call Ref. No. to customer Transfer call Is it hardware fault? No FSG Engineer investigates to FSG Engineer. Was fault reported within 6 weeks of installation? FSG Helpdesk Procedures - Phase I Process as ELF Page 5 of 23

6 Technical Bulletin No th January FSG Specialist Call Handling After discussion with the caller, the FSG Support Specialist updates First Contact with a Support Log Entry and where appropriate, amends the status of the call to on-going if the problem is not resolved, or closed when both parties have agreed that the problem is resolved. Helpdesk contacts FSG Engineer Incoming call to 'Call back' Discuss query Return Call Update Support Log Sets Status = 'FSG to investigate' Call Closed? No Engineer updates log with steps followed Call closed on First Contact More info. requested? No FSG Engineer Procedures - Phase I Log on First Contact Page 6 of 23

7 Technical Bulletin No th January 2001 Where equipment is believed to have failed within 6 weeks of installation, this is described as an Early Life Failure (ELF). This must be confirmed by an FSG Specialist, who will first attempt to resolve the problem via telephone or Remote Access to site. See ELF Procedure Section The Call Reference Number The CRN is used to follow up previously logged calls, where the caller has additional information relating to the original call or an FSG Engineer needs to contact the customer. 4. Out of Hours Support Call Handling Vodacall page the On Call FSG Specialist, who then contacts Vodacall. This should be within 10 minutes of receipt of the page. Vodacall will ask for the FSG Specialist s initials to verify which FSG Specialist is calling. If the On Call FSG Specialist does not respond to the page within 10 minutes, Vodacall will make a second page call. If the On Call specialist still does not respond, after a further 10 minutes the call will be escalated to the Manager who will allocate an alternative FSG Specialist to deal with the call. The On Call FSG Specialist records the caller s details, the problem and associated actions on the FSG Manual Log Form. The call details should be logged in First Contact at the earliest opportunity, including all details of caller and actions taken. The Log Type Out of Hours should be selected on the Support Log Entry in First Contact. The Out of Hours support will only provide technical assistance for critical service affecting faults. This will normally relate only to core INDeX and Alchemy issues. 5. Call Escalation In the event that the customer is not satisfied with the response from FSG, regarding a particular call, the customer may choose to escalate that call, using the form available on the Avaya website, Technical Zone. This form must identify the caller and company, the CRN and details regarding the problem. Page 7 of 23

8 Technical Bulletin No th January 2001 Escalation received FSG Support Mgr review options Details discussed with Originator Site visit required? No Next step agreed? Escalate to Dir of FSG as complaint Travel arrangem ents FSG Mgr allocates Engineer No Engineer reports results FSG Support Mgr monitor calls/logs Issue resolved? Issue resolved? No 2nd visit required? No Call closed FSG Escalation Procedures - Phase I 6. Formal Complaint A customer may lodge a formal complaint by letter or fax, should there be an unacceptable delay in resolving problems or inadequate level of service provided. This will involve discussion at director level within Avaya. 7. Observations Customers observations are logged in the Call Logging system under the call log type Observation. These are reviewed on a monthly basis via the metrics pack. Page 8 of 23

9 Technical Bulletin No th January Visits visits may be arranged when attempts to resolve issues by telephone have proved unsuccessful. The visits are coordinated by Team Leaders and FSG Support Manager. Following the visit, the FSG Specialist will complete the standard format visit report and communicate this to the customer. Should this visit fail to resolve the problem, a second visit may be necessary. Should the second visit fail to resolve the problems satisfactorily, the call will be escalated to the Director of Field Support. 9. Technical Product Manager Visits Technical Product Manager visits are arranged according to the following cycles: Premier Business Partners - every 4 weeks Accredited Business Partners - every 6 weeks All such meetings will be minuted with a copy sent to the Director of Field Support, FSG Call Centre Manager, FSG Manager and the relevant Account Manager. In addition, BusinessPartner visits will be arranged to investigate any escalated issues and Technical Product Managers will visit end-user sites with the BusinessPartners when appropriate to resolve issues and enhance the business relationship. 10. ELF Procedure Having confirmed that the problem is an ELF, the Log type in First Contact will be amended to Early Life Failure and the following information will be entered into an Early Life Failure form which is accessible from the FSG Specialist s desktop:- CRN BusinessPartner Name BusinessPartner Engineer Name and Contact Number End User Name Item Code Serial Number Delivery address, MUST include postcode Special Instructions (Date and time, person to contact) Upon completion of the ELF form, this is sent to Sales Order Processing and the call status amended on First Contact to closed Page 9 of 23

10 Technical Bulletin No th January 2001 FSG Organisation Chart Warren Buckley Field Support Director Adie Newberry Secretary Stephen Robinson National Technical Product Manager Mike Curtis Field Support Manager Welwyn Garden City Fiona Macintosh Call Centre Manager Andy Alexander Field Support Manager Watford Robin Bridge Synergy Support Manager Mark Cosgrove Technical Product Manager Northern England and Scotland John Tucker Team Leader Ian Stewart Team Leader Chris Bell Helpdesk Advisor Rakesh Patel Technical Support Engineer Pat Gould Mark Swan Ross Shorrocks Nandu Makani TBA Helpdesk Advisor Matthew Rogers Technical Support Engineer Dave Blewitt Steve Bird Andy Kemp John Sharry Mark Barret Help Desk Engineer Bahader Mandair Darren Baker Terry Willis James Gillett Andrew Nash Preem Anand Page 10 of 23

11 BusinessPartner Technical Support Pack Avaya Global SME Solutions (GSS) Field Support Group Page 11 of 23

12 Table of Contents Introduction...13 Contacts:...14 Telephone Support...15 Call Handling Procedure...15 Out of Hours Support...16 Escalation Procedure...16 Technical Complaints...18 Registration Procedure for Registered Support...19 Technical Information Sources...20 Annex A Field Support Group Forms...21 Field Support Escalation Form...22 Business Partner Out of Hours Support Registration Form...22 Engineer s Nominal Role Form Page 12 of 23

13 - Introduction This document sets out the range of technical support services available to you the BusinessPartner. It specifies the method of contacting the Field Support Group (FSG), and the procedures that will be involved in processing your requests. These are broken down into the following areas: Call Handling Procedure. Escalation Procedure. Technical Complaints. Registration Procedure for Registered Support. Contained within this document are the necessary forms associated with the relevant procedures Page 13 of 23

14 Contacts: The following contacts are given for your convenience: Field Support Group : FSG Helpdesk +44 (0) Call Centre Manager Fiona Macintosh +44 (0) Contact Point for Management Escalations: Field Support Manager Mike Curtis +44 (0) Field Support Director Warren Buckley +44 (0) Vice President GSS Dave Robinson +44 (0) Fax, & Internet Information: Fax +44 (0) gssfsg@avaya.com Internet Additional Helpful Numbers: Main Business Number +44 (0) Page 14 of 23

15 Telephone Support Call Handling Procedure This section describes how the call you make is processed through the Field Support Group during normal working hours (08:00 19:00 UK time, Monday Friday) Engineer Calls In To Field Support. The call is received and logged by the FSG Helpdesk. If the engineer is progressing an existing call he/she must quote the Call Reference Number that was issued to him/her by FSG on first reporting the fault. Registration Check Engineer Calls In The Caller will be asked to provide his/her Unique Identification Code. If he/she cannot remember it then the system will be able to determine if the engineer is registered. Registered Engineer Registered If the engineer is not registered he/she may be transferred to a different number for support. Having ascertained that the caller is registered for support, either by giving their UID, or by the FSG Specialist using the system to confirm their status, the call will be progressed onto the next stage. Trained On Product Trained It is important to determine from the caller, the product that he/she is calling about. Similarly it is important for us to ascertain the engineer s training status on that product. This is achieved by checking his/her training records. Should an engineer be untrained on the product that he/she is calling on, this information will be recorded against the call Page 15 of 23

16 Field Support Having identified the engineer as entitled to receive registered support and determined that the engineer is trained on the product, the call is progressed by the FSG Specialist entering the symptoms/fault into the Support Call Logging System. A Call Reference Number will be given to the calling engineer either by the Helpdesk or FSG Engineer, to enable reference to be made on any subsequent calls on the same issue. This process ensures that the Registered Organisations receive a quality service from Avaya for all technical enquiries. Out of Hours Support We offer an optional 24-hour on-call service for those organisations registered for out of hours support. This service is for critical technical enquiries. It enables nominated engineers access to an FSG Specialist via a paging service. Escalation Procedure In the event that you or your customer believes that our normal operating procedures are not resulting in the satisfactory resolution of the problem, then a procedure exists for you to formally escalate that issue. This process is described as follows: Complete Escalation Form. Accurate completion of the Escalation form is essential. A blank form is included in this document (see page number 11). Alternatively, please complete the On-Line Escalation Form. The minimum information to be included is: BusinessPartner Name. Contact Name & Telephone Number. Customer Details. Description of the problem. Field Support Call Reference Number (mandatory). Without this basic information we will not be able to progress your escalation thereby causing delays in resolving the issue Page 16 of 23

17 Send Escalation Form Use the On-Line Escalation Form on the Website or Fax the completed form to Field Support on Fax No You should receive an acknowledgement of receipt within 24 hours. Escalation Actions. Upon receipt of the escalation the incident is flagged on our system as escalated and it is allocated to a FSG Specialist who will take ownership of the escalation until it is satisfactorily resolved. He will maintain contact with you to gain further information, if necessary, and to agree a plan of action with you. He will also be responsible for updating you, on a regular basis, of its progress. Escalation Review Mechanism Within the Field Support Group all escalations are reviewed on a regular basis. The Team Leader will review the Escalation on a daily basis with the FSG Specialist allocated, and additionally take ownership of it when required. The Field Support Manager will review Escalations with the Team Leader on a weekly basis and additionally take ownership of it when required Page 17 of 23

18 Technical Complaints All complaints are processed in accordance with the Company s Complaints Procedure. Complaint The communication must contain certain details; Complainant s Name, Company Name, Contact Address and Telephone Number. This information plus the details of the complaint may be faxed or posted to Avaya, Field Support Group. Complaint Logged Upon receipt of the complaint it will be logged and related to a Call Reference number. Acknowledgement Sent An acknowledgement letter will be sent within 24 hours confirming Call Reference number. Forwarded To Department The complaint is forwarded to appropriate department. The complaint is reviewed and progressed to a satisfactory conclusion. When a solution is found this will be conveyed to the Customer Page 18 of 23

19 Registration Procedure for Registered Support BusinessPartner Technical Support Pack This is issued to the BusinessPartner. This contains the registration form. BusinessPartner enters names of engineers on the BusinessPartner s Engineer Nominal Role Form. This is then faxed or ed to the FSG Helpdesk. Database Entry Helpdesk Advisor enters information onto database and arranges production of card on the next run from printers. Numbers Issued to BusinessPartner Engineer s Unique Identification codes are issued to BusinessPartners. These must be given only to those engineers nominated on the form submitted to Avaya Page 19 of 23

20 Technical Information Sources Technical information is available to BusinessPartners from the following sources: Technical Tips Provided as necessary by . This information is regularly compiled into Windows Help Files, which are available on the Internet at the Avaya Website Technical Bulletins Distributed by and hardcopy. These also contain Technical Tips information. Access to this information is also available on the Avaya Website and can be downloaded in Windows Help or Adobe Acrobat format. Field Support Group access is available to the Field Support Group. The address is: This provides access to the group for non-urgent enquiries. Technical enquiries can be posted on the site for all users to see and respond. This site also provides general information on the group and the service that it provides Page 20 of 23

21 Annex A Technical Support Group Forms Page 21 of 23

22 Field Support Escalation Form Field Support Group. BusinessPartner Out of Hours Support Registration Form 1. Please complete All fields to avoid delay in registration. 2. Send the completed form to FSG Helpdesk on Fax No or 3. Once the application for support has been approved, notification and procedural details will be distributed to your organisation. Name of Applicant and Position: Telephone No: Fax No: BusinessPartner Technical Support Account Number: BusinessPartner Name and Address: BusinessPartner Support Personnel: Please list support personnel nominated to have access to Avaya out of hours support service: Authorisation: I certify that the above names are trained on all relevant Avaya equipment. Print Name: Signature: Date: Page 22 of 23

23 Engineer s Nominal Role Form BusinessPartner Name: Contact Name and Address: Contact Tel No: Engineers Last Name First Name Middle Initial By Post: Avaya Sterling Court FAX No: Mundells Welwyn Garden City gssfsg@avaya.com Hertfordshire AL7 1LZ Page 23 of 23

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