Cisco Systems Cisco Unity 3.1 manual Submitting a Service Request

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Appendix: Documentation and Technical Assistance

Obtaining Technical Assistance

Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)

EMEA: +32 2 704 55 55

USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Avaya Definity Gx/PBXLink Integration Guide for Cisco Unity 3.1

 

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Contents Integration Steps Integration TasksRequirements Phone SystemCisco Unity Server Integration Description Configuration for 24 or Fewer PortsConfiguration for 25 to 48 Ports Configuration for 49 to 72 PortsPBXLink Box Connections Number of Voice Messaging Ports to Install Integration FeaturesNumber of Voice Messaging Ports That Will Answer Calls Programming the Avaya Definity/PBXLink Phone SystemOption Setting To program the Avaya Definity/PBXLink phone systemOption Inspect Call-appr Button Assignment SettingCall-appr NormalAbrdg-appr Extn 3rd voice mail extension Feature Button Number SettingAbrdg-appr Extn 1st voice mail extension Abrdg-appr Extn 2nd voice mail extensionAbrdg-appr Extn 5th voice mail extension Abrdg-appr Extn 4th voice mail extensionAbrdg-appr Extn 7th voice mail extension Every third remaining voice mail extensionEnter CORVector Definition Options for Call Vector Avaya Definity Gx/PBXLink Integration Guide for Cisco Unity To set up user phones Setting up the PBXLink Box To Update the PBXLink Box FirmwareClick PBXLinkFirmwareUpdate Select Configuration and press Enter To set up the PBXLink boxTo set up the port LTNs for two PBXLink digital ports To set up the port LTNs for three PBXLink digital portsLTN Number Voice Messaging Port Value 0007 Switch Parameter Required Setting Configuring Cisco Unity for the IntegrationTo confirm that the integration is enabled Go to System Licensing Licensed FeaturesTo Set Up the Test Configuration Testing the IntegrationTo Test an Internal Call with Release Transfer To Test an External Call with Release TransferTo Set Up Supervised Transfer on Cisco Unity To Return Example Subscriber to the Default SettingsTo Test Supervised Transfer Requirements Integrating a Secondary Server for Cisco Unity FailoverSetting Up the Secondary Server for Failover To Set Up the Secondary Server for FailoverIntegration Description Dual Phone System Integration Overview Integration Steps When No Phone Systems Are InstalledReinstall the TSP. See the To Reinstall the TSP procedure on Changing Cisco Unity Administrator Settings To specify switch settings for Cisco CallManager Go to System Switch IP SwitchTo Modify Voice Port Settings Page To Remove the Existing TSP Changing the Number of Installed PortsAbout the Remapping Feature Setting Up Cisco Unity to Remap Extension NumbersTo Reinstall the TSP To Remap Extension Numbers Syntax and Examples WildcardRule Original Number New Number To Set the Port Assignments in the Registry Ctrl-Alt-Delete System Configuration SettingsConventions Convention DescriptionObtaining Documentation Cisco.comDocumentation DVD Documentation Feedback Cisco Product Security OverviewOrdering Documentation Reporting Security Problems in Cisco Products Obtaining Technical AssistanceCisco Technical Support Website Definitions of Service Request Severity Submitting a Service RequestObtaining Additional Publications and Information
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