What does registering an account at Avaya Support allow me to do?... and general support questions

[Deputy86]

Sorry I'm a noob at this...
I see at

http://support.avaya.com

that I can register an account if I have a "Sold-to #". I don't have that number. I have our system ID from the BCM450. We currently pay AT&T $750/month for a support contract called "PREMIERSERV (SM) VOICE CPE SUPPORT SVC". Under this, they will replace any damaged hardware at no additional cost, shipping included. It looks like Avaya offers support contracts as well.

Basically the only problems we ever have here are broken 1220 phones when the off-hook switch snaps at the hinge. I'm just looking for more cost-effective options.

I suppose we could forego any maintenance contract and just buy $60 ebay phones when one breaks? What about replacement parts? The hinge for the off-hook switch is part of the top cover. Since they always break at the same corner, I reinforced a couple new ones with epoxy, hoping to get better longevity out of them. (This was before I knew about the hardware replacement).

I have a backup of the BCM450, but what about a HDD failure? Would I need a spare imaged HDD to be fully prepared for any contingencies? Where could I obtain one?

What else can break that I'm maybe not considering here?

 

[Firebird Scrambler]

Personally, it sounds pretty steep the level of support that you have with Avaya. I'd cover your options by getting RAID working with a spare hard disk and using approved reseller's for your phones.

Also purchase a spare hard disk and either go for the Multi Image one or just the standard one at the correct release for your BCM 450 system.

Many of us on this forum are able to assist you with the hard disk issues.


Firebird Scrambler
Nortel Meridian 1 / Succession and BCM / Norstar Programmer in the UK
Advance knowledge on BCM support

http://www.linkedin.com/in/davidbromley

 

[jsaad]

Seek out a local friendly dealer who is willing to work with you and what you have. It may take several phone calls to find the right company.

As for what can break? anything (drives, power supply, motherboard). A backup is good, license file. A good dealer will help you.

How many phones do you have?

 

[curlycord]

You can register an account but you are limited to what you can download which is usually docs which are on your BCM anyway.
Only Authorized dealers have access to patches etc.

Avaya contracts are through your authorized vendor....that might be what you are paying for already.
Support has ended for BCM unless you have that Avaya contract.
All its good for on top of hardware is to assist in troubleshooting and for any special patches which I dont think are done anymore either.

How many phones do you have to be paying such a high price?
There are a ton of vendors besides the big carriers, shop around.....some will offer their own warranty program, lots of us/them dont even need Avaya's support.

For sets again find a vendor whom does trade-ins.
That supply you a refurbished set, they take yours and send out for repair then sell sell as refurbished to somebody else.
Repair facilities usually deal with high volume vendors and not clients directly.
If you want to wait then some will send in for repair then send back to you once repaired but just not that logical unless you stock pile bad sets.

You can take out the drive from the BCM and image it.....best option since it will image the programming on it too.
You can search online for an image.
You can ask a vendor for one.

Lots can break but relax and dont be so paranoid.

Look for that vendor!







________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[Deputy86]

That's the kind of info I'm looking for. Thanks guys!

We have about 45 phones. I have a backup of the license file (I think... 1KB LIC file with a digital signature.)

What are approved resellers? I will look for a vendor, but I don't think there are any locally. This is the middle of nowhere lol. (Franklinton, LA 70438)
I'm a cop, so they pay me to be paranoid haha. Things have been very "relaxed" around here; that's why nobody knew how our VOIP system was configured, or what kind of support we are entitled to under our AT&T contract. I just found out yesterday about the included hardware replacement, so they've got 5 sets inbound to replace broken ones. I got AT&T to patch the BCM450 when the technician came in February.

I can image the HDD one night. Does it matter which software I use? Is there a sticky or old thread on this?

Thanks again!

 

[curlycord]

We smelled you the second you walked in.
CHP? because for 45 sets that's Highway Robbery!

Yes, most use Acronis software....version 10 for some of us.

Click the FAQ's button up top and scroll down for Imaging FAQ by Firebird.





________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[curlycord]

Oh Louisiana
Try these guys:

http://www.advancedtelecomm.net/services.html

________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[Deputy86]

I will try them. Thanks again!

I was incorrect about the charges. We pay AT&T $750 quarterly. Should I still shop around?
Do I need that "Sold To #"? If we bought the system through AT&T originally, is that something they should share with me, or do they keep it a secret?

 

[curlycord]

Does not hurt to poke around, quarterly is much better though and considering they are IP sets it is more in line but probably on the high side a little still.
Depends on what else they offer too.....support, backups, hardware, discounted hourly rates and so on.

The Sold To number is between the Authorized vendor and Avaya.



________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[Firebird Scrambler]

Support from Avaya will be very limited. There are a bunch of us old cronies who are very loyal to these beasts and know a thing or two.

Best to shop around and you will be surprised what can be done to keep these systems running.

Acronis is a good tool to create an image, but the most important thing to do in my opinion is to schedule regular and full backups at least on a Monthly basis. Using the USB port is probably the easiest way once you asked it to save it there.

The number of times people on this web site say that the hard drive has failed and that they have no keycodes or backups etc. Also add in another login account to save being locked out.

These are all simple steps, but will be worthwhile in the end.


Firebird Scrambler
Nortel Meridian 1 / Succession and BCM / Norstar Programmer in the UK
Advance knowledge on BCM support

http://www.linkedin.com/in/davidbromley

 

[Johnthephoneguy]

I currently contract for Avaya. The sold to number is the customers number, it isn't a secret between Avaya and att. If you call into Avaya 1-800-242-2121, they can give you the sold to number by looking up the address.

JohnThePhoneGuy

"If I can't fix it, it's not broke!