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https://support.avaya.com Avaya Automated Services Feb-2013
https://support.avaya.com
Avaya Automated Services Feb-2013
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5. Live Chat
Live agents who see the issue
thread help resolve issues,
without the customer having to
start over.
1. Dashboard
Starting point connecting
you to selected
personalized content
2. Product Hub
The product information
you need at your fingertips,
with no searching.
7. Web Ticketing
Provides advanced help
and visibility into issue
resolution.
3. Downloads & Documents Downloads & Documents
pages display is based on
content crawled by the
GSA
4. Avaya Virtual Agent (Ava)
Virtual agent matches
customer context with known
issues and their resolution.
Avaya Online Support Experience
6. Knowledge Centered Support
Support engineers are delivering
solutions to issues as knowledge
articles that can be search and
referenced through the Product Hub
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Avaya’s On-line Support Evolution Delivered In spring of 2012, Avaya launched a new online experience which enabled personalization, product-centric navigation and Chat with Live agents on the web
Behind the scenes the technical support teams began to adopt Knowledge-Centric Support to make technical solutions available to users and move to direct publishing
In the fall of 2012, Avaya launched Ava – Avaya’s Virtual Agent as a concierge service, and introduced Click-to-Chat to provide on-demand access to Live Agents on the Web
We addressed the Search Capabilities with a redesigned Search Appliance to improve the search hit rate
In the January-2013, Ava integrated with Siebel to create a Service Request to track the Chat interactions for users
Ava also integrated directly with our Knowledge Database, improving the solution offered to a user
Pilot the KCS Mentoring to improve the quality and reuse of the “discovered” knowledge
Search and UI improvements continue with monthly web updates
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Dashboard
1. The “Dashboard” is the default view when you log in to https://support.avaya.com
2. Take advantage of the quick link to the Create Service Request on the dashboard
3. OPEN SERVICE REQUESTS will show SRs where you are the contact on the ticket.
4. Expand CLOSED SERVICE REQUESTS to see the closed SRs where you are the contact
5. You can personalize your view by changing the MY PRODUCTS and RELATED TOOLs
6. Top Solutions displayed are pulled from the first five products selected on the Dashboard
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Search Avaya Support
Global Search is used for generic queries to search all the site content including the Knowledge Base
The Search dialog will try to help you by attempting to auto-complete using a predictive search based on the most commonly entered search terms by other users.
– This explains why not all predictive searches provide the best query, just a commonly entered query, or why predictive search suggestions display typos/misspellings or other errors
Here are some search tips:
– A good query consists of three things: – Product or Category – Issue / Symptom / Procedure – General Details
– Enclose exact words or phrases in double quotes.
– Include plus (+) to require words, minus (--) to exclude words, and OR between words. i.e. forwarding OR coverage + "all calls"-- remote
– Don't include "special" characters in your search (i.e. &, >, <, *, $, / ,\, ....)
– The more exact the phrases are to the actual title or string of text in a document , the better the results
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Product Hub Pages 1. The Product Hub page content is recreated nightly fore each product and pushed to the web
2. Top Solutions are pulled based on Solution reuse by the support agents within Siebel ticketing. – Due to how the solutions are being pulled
from Siebel, it may display a solution you do not have access to. We are working to suppress these in the display
3. Notices & Release Notes show the most recent PCNs, PSNs and other release documentation for the Product / Release chosen. These show the latest published documents (not necessarily last modified date)
4. Search Tip – View all Solutions: – You can view all Solutions,
by supported in Products > Top Solutions > View All
5. View All links bring you to the Downloads & Documents interface, which has different content search criteria… (next slide)
6. Troubleshoot by Problem performs search on Product, release and keywords.
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Downloads & Documents
1. Downloads & Documents (D&D) pages display is based on content crawled nightly by the GSA. 2. Search Tips:
• Searches are Release-specified • If you select “Don’t Know” for Release, the query will be KDB based on Product + “No Release” • You can use the Don’t Know if you want to see AOK documents, because Inquira does not
currently tag content by release • Solutions are not returned as part of the D&D search results
3. Leverage the Save As right click to download your selected documents without navigating from your search results
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Service Requests 1. The Service Requests view will show all the tickets for the Company / Link ID
that the user is Associated with
2. The Default view shows only tickets that were open within the last 30 days…
3. Use the Show Advanced Filters to manage the way the data is pulled
4. You can download the results to your computer using the Export List To .CSV
> Agent-created tickets may
not be opened against the right Siebel Contact, which means you will not be able to see the contact. If this happens, you will
not be able to see the SR. Let the SR owner know,
and they will make the correction
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Service Request Creation Flexibility
The SR dialog is flexible enough to choose any number of ways to open a ticket:
1. Type in the Sold To (include the leading zeroes) or any part of the address, and select from the Auto Complete window
2. Type in the Serial Number (exact match only), and pick from the right sold-to/ assets listed • Search Tip: Once you have selected a Sold-to you can use the asset filters
There are other options beyond sold-to and Serial number 3. Choose a Nortel Site ID (include leading zeroes) and select from the Auto Complete window 4. Choose a Product or Nickname, and this search will look through all of the sold-to’s associated to your
user id for a match. The search may be slower for users with a lot of sold-to associations • Partner Search Tip: Partners can see their sold-to associations with the BP SoldTo Lookup Tool
located under Tools
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PRCS100383 Tips for Asset Selection during SR creation 1. Select Entitled Assets Filter to remove assets that are not entitled for support
2. If the sold-to selected does not have any assets against it, you will get an error message “No results were found for the sold to entered”.
3. You can add nicknames to your assets. There is a KB article that walks you through how to do this: https://support.avaya.com/public/index?page=content&id=PRCS100270
4. Partial Serial number searches can occur once you have selected a sold to. Choose Refine your Search: and then select the Serial Number option. The query will auto-complete the serial number based on your data entry.
5. You can also use the Refine your search: option to select Products or Nicknames
You can still use this sold-to for ticketing by
selecting a product by selection a product:
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Parts Replacement
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1. The Parts Replacement dialog is the landing page to navigate to the Parts Replacement dialog for Classic Avaya or to get the regional information for replacing heritage Nortel
2. The PARTS REPLACEMENT button brings you to the dialog which will allow you to order parts that are entitled and are enabled for mail-out
3. The PARTS REPLACEMENT (REGISTERED RMA USERS) brings you to a guide that provides region-specific instructions on how to get replacements for heritage Nortel equipment
If you can’t find your part, or your part is not entitled as a mail-out, then open a web ticket
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Self-Service Enablement - Ava Integration to Siebel
• Search on Sold To (ST) and Service Request (SR) • Ava assistance on invalid ST or SR
Ability to Search based on “Sold To”
Consultation Service Request created
Ava validation of “ Sold To”
Ava validation of Service Request
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• Oracle Knowledge (OK) integration • Top 5 solutions returned once existing Q&A Pairs are exhausted • Option presented for wider search
Self-Service Enablement – Avaya Knowledge Base
KM Search
Wider search result on support.avaya.com
Q&A Pair match
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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
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Website Improvements
– support.avaya.com search appliance will now support searching against .ZIP and non-English. There are some documentation size limitations we are still working to resolve
– Requirements are being determined for a redesign of the Service Request Asset Selection is currently under review for finalization in January, with a project timeline to be determined shortly after that. You can see the concept on the next slide
– Requirements are nearing the final stages for a redesign of the Parts Request interface. These requirements will be finalized in February. Project timeline will be determined shortly after that.
– Monthly web updates roll out around the third week of each month, and changes are posted to Support Site New Features which can be found on the Support Help in the navigation window on the bottom of most pages on the site
Avaya Access
– January monthly top-up of Delegated Administration end-customers to partner link-id associations has been expanded to more “Classic Avaya” co-delivery contracts, and we are in progress of linking these end-customers
– High-touch engagement with Company Administrators with SSO request backlog commenced late Dec-2012, with a push reduce the backlog of all outstanding registration, association, ... and other SSO requests
Winter 2013 Plans
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Service Request Creation –Asset Selection Dialog SR Asset selection dialog does not provide effective information that will enable
the user to effectively select the proper asset.
We are re-designing the Asset selection interface with the guiding principals. Timing is still underway: – Default the display to assets that are entitled – Change the fields that are displayed to make the asset more definable to users – Summarize like-assets onto a single line – Provide a Summarized view based on product – Expanded search capabilities
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Web Tip KB Articles
More articles are being authored all of the time…
Do a global search for “Avaya support web tips and troubleshooting”
Doc ID/ URL Description
TRNG100042 How to open a ticket using the web portal
PRCS100339 Using Search effectively on https://support.avaya.com
PRCS100269 How a Partner can view their usage of their Block-of-Hours contracts
PRCS100270 How a user can manage the nicknames and serial numbers
PRCS100274 How a Customer or Partner can set up eNotifications
PRCS100273 How a Customer or Partner can set up Managed Case Status Alerts
PRCS100324 How to translate and use heritage Nortel Site IDs on support.avaya.com.
PRCS100328 How select an Entitled Asset and see Sold-To Agreements on the web
PRCS100332 Field Replaceable Units (FRU) List for Heritage Nortel Products
PRCS100340 Understanding Co-Delivery and Web Ticketing
PRCS100383 Asset selection can be a bit tricky on https://support.avaya.com
As we work to improve this, please use this guide to assist you with asset
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Getting Additional Help
Customers or Partners experiencing issues, errors, etc., please contact IT Helpdesk, at: – US: +1 866 282 9248 – EMEA: +44 1483 309800 – Canada and CALA: +1 720 444 0130 – APAC +65 6872 8700 – Germany: +49 69 7505 1234
Partners
– 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://enterpriseportal.avaya.com/ptlWeb/gs/so/CS20106783645609042
– Or you can send an email to [email protected]
– In all cases, please include: • Application or tool in trouble: when possible mention the link • Description of the issue • Description of error message received • The email address of the user/s affected
