End User Admin Documents

[Scooter2k8]

As most of you Techs know, Customers want documentation on how to do MAC's, Changes, etc. Anybody have Documents they give to customers on how to do this? Screenshots, step-by-step?
Thanks

 

[gknight1]

dont know of any documents, but i know that our distributor offers end user training on stuff exactly like that. i think the trainings are held in a webinar for around $200. otherwise it is them watching over your shoulder the first 3 or 4 times you are out there changing a name or moving an extension. either way you look at it, it is going to cost them money

 

[ProviderReborn]

Here is a fantastic resource.

http://marketingtools.avaya.com/knowledgebase/

Some job aids,

http://marketingtools.avaya.com/kno...n/mergedProjects/manuals/job_aids/jobaids.htm

How to use the manager program,

http://marketingtools.avaya.com/kno...jects/manager/html/configuration_settings.htm

Also F1 when running manager is a very useful tool too.

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement
CCNA - Working towards.

 

[cztech]

Like with a end-user "cheat-sheet" I customize, I also provide the system admin with a customized admin guide. Avaya has a LOT of manuals out there. However, since I program the system based on the specific needs of each customer, certain things need to be detailed for them very specifically. For example, how to log in to the VM system from outside the office, through the auto-attendant. This is certainly not setup by default (like the *7 in Partner and Legend VM systems). Or the free meet-me conference bridge. How does the customer access this? How do they make changes to it?

I use a template, to be sure, but in the end I provide the admins with a 8x14 legal size sheet, double-sided, with all of the MAC info they'll need. Backup paths. Pertinent short codes. Customized speed dials. Internet resources. etc.

After the cutover (while the receptionists are running around screaming), I go over this sheet with the admins. We have an electronic copy with us to allow for changes to the document on the fly.

cztech /

http://www.cztechnologies.net

 

[Scooter2k8]

Great feedback! I appreciate the help! I am aware of the Knowledgebase with Avaya. but their Documentation is 434 pages just for the Admin side. Nothing worse than handing a customer that info, and saying "RTFM",lol. I have done more than my fair share of training at Avaya, but Sales Reps insist they sell Admin Training to the customer. I was hoping for a Brief 10 page Document, on how to do simple MAC's on the system for referral after my long-winded 4+ hour training session. (RTFM, but in a reference guide.)

Thanks for the replies and helping me put something together.

 

[ProviderReborn]

The one thing I say, is we have to go on our week long courses and do the avaya-university to get our grades to earn our crust of bread.

I hate the fact that we are giving away our knowledge to avoid using a reseller. My MAC training is just that. The only fields I spend any time in is

EXTENSIONS/USERS/HG's/ICR/Time Profiles, if they want to look after VM then I spend some time in conditions and build them a recordings module...

however saying that I love it when you get that call,

Cust - "Er hello, ever since you installed your system this has never worked properly"

TP - "Ah ok, let me just dial in and we'll have a look. Ohhhh, when did you last have one of our engineers on site?"

Cust - "Oh bout 6 months ago"

TP - "Ah right ok, so who installed 4.0 (10)"

Cust - "Oh I did"

TP - Silenced, and eyes rolls into £ signs "Ah ok, will pass you to your account manager"

Oh and another customer who always used to pump in Site B's config into site A and site C's config into site B.

I love them all....

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement
CCNA - Working towards.

 

[tlpeter]

I agree with not telling too much
If a customer does want to do some changes i make a user for him/her

You can select what you want (kind of) in the security settings
They only see what you selected
I thought this was from 4.0 and higher i believe







ACA - Implement IP Office
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[aarenot]

I have seen CZTechs PM, and training docs, and might suggest you contact him, and buy his. They are that good.

 

[gknight1]

what do you say cztech, willing to sell the ideas?

 

[cztech]

they are not ideas, just facts and figures pulled together from the Avaya brain-trust and crammed into a Excel spreadsheet. Add in all of the specific info for the customer site in particular, things like how to re-record prompts, resetting a forgotten vm password....

With this I have been able to keep my admin training to about 2-4 hours, with the customer able to refer to the admin sheet for quick reference.

I am finding that this course makes the customer take more of an ownership of the ongoing programming of the system, and allows me to focus on my next installation - and not take calls about how to M. A. & C. The focus of my biz directed towards new installations - and it is my interest to streamline that process as much as possible to reduce calls after cutover.

I prefer to imply to the customer following cutover "don't call us, we'll call you"

But yes I will sell

cztech /

http://www.cztechnologies.net

 

[amriddle01]

What exactly does MAC stand for? lol

 

[puregold]

Its one of those burger things.

You know, would you like super size sir?

Or it could be the return of the Mac.

Or even it could be that coat you wear when flashing down the park.

ACE - Avaya Certified Expert
ACI - Avaya Certified Instructor

 

[gknight1]

stop it pg may be he is new... moves, adds, and changes