Cisco Systems 4 manual Submitting a Service Request, Definitions of Service Request Severity

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Appendix: Documentation and Technical Assistance

Obtaining Technical Assistance

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 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 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)—An existing 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 operations 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 the network is impaired, while 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 4.0

 

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Contents Task List to Create the Integration Integration TasksTask List to Make Changes to an Integration RequirementsTask List to Delete an Existing Integration Phone SystemIntegration Description Configuration for 24 or Fewer PortsCisco Unity Server Configuration for 49 to 72 Ports Configuration for 25 to 48 PortsPBXLink Box Connections Integrations with Multiple Phone Systems Integration FunctionalityField Considerations Number of Voice Messaging Ports to InstallNumber of Voice Messaging Ports That Will Answer Calls Preparing for Programming the Phone SystemProgramming the Avaya Definity/PBXLink Phone System Option SettingTo Program the Phone System Call-appr Normal Button Assignment SettingCall-appr Feature Button Number SettingAbrdg-appr Extn 4th voice mail extension Abrdg-appr Extn 6th voice mail extension Vector Definition Options for a Single Digital Port Option Setting Route to number 2010 if unconditionally To Set Up User Phones To Update the PBXLink Box Firmware Setting Up the PBXLink BoxTo Set Up the PBXLink Box Page LTN Number Voice Messaging Port Value Following substeps LTN Number Voice Messaging Port Value 0007 0009 LTN Number Voice Messaging Port Value LTN Number Voice Messaging Port Value LTN Number Voice Messaging Port Value 0002 To Create an Integration Field SettingSettings for the Enter MWI Codes Selection Control Effect Click Save To Enable MWI Extensions That Begin with Zero Testing the IntegrationTo Set Up the Test Configuration Select New Exchange Subscriber To Test Listening to Messages To Test an External Call with Release TransferTo Test Supervised Transfer To Set Up Supervised Transfer on Cisco UnityTo Delete the Test Subscriber Requirements Integrating a Secondary Server for Cisco Unity FailoverIntegration Description To Set Up the Secondary Server for Failover Setting Up the Secondary Server for FailoverClick Programs Cisco Unity Edit Switch Utility To Change the Settings for an Integration Changing the Settings for an Existing IntegrationAlternate Extensions Deleting an Existing IntegrationTo Delete an Existing Integration Reasons to Use Alternate ExtensionsHow Alternate Extensions Work Setting Up Alternate ExtensionsAlternate MWIs To Add Administrator-Defined Alternate ExtensionsTo Modify or Delete Alternate Extensions To Set Up Alternate MWIs for Extensions Setting Up Alternate MWIsTo Modify or Delete Alternate MWIs Convention Description ConventionsCisco.com Obtaining DocumentationProduct Documentation DVD Ordering DocumentationDocumentation Feedback Reporting Security Problems in Cisco ProductsCisco Product Security Overview Cisco Technical Support & Documentation Website Obtaining Technical AssistanceDefinitions of Service Request Severity Submitting a Service RequestObtaining Additional Publications and Information Page OL-3105-15
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