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Business Partner ORS Work Request Process

Avaya Inc.Implementation and Installation Services

Title: Avaya Implementation and Installation Business Partner ORS Engagement ProcessDoc No. 01 Rev. No. 02Date: 10/23/03 of 15

Avaya Implementation and Installation Business Partner ORS Engagement Process

Rev DateDescription

Change Overview Process Owner

Document Custodian

Web Location

00 3/12/03 First release V. Thomas V. Thomas 01 9/29/03 Process Change V. Thomas V. Thomas02 10/23/03 Addition of ASC V. Thomas V. Thomas

ORS Engagement ProcessAvaya – Proprietary

Use pursuant to Company instructions

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Avaya Implementation and Installation Business Partner ORS Engagement Process

Introduction

This process outlines the steps and actions necessary for the Avaya Business Partner (BP) to successfully engage Avaya Implementation and Installation Services. The purpose of this document is to identify the ORS process flow and corresponding procedures. Below are the highlights of the process:

Business Partner must register on both the Avaya BP website and ORS link. (Please allow a few days to receive user id and password)

Avaya Business Partner will submit requests for support via ORS.

Each ORS request is automatically routed to the appropriate Avaya Engagement Specialist (ES) based on geographic region.

A list of Engagement Specialists is housed on the BP ORS dashboard.

The more accurate the information the BP provides the more successfully Avaya can provide the required support.

BP should pro-actively monitor their ORS dashboard for all engagement activity.

Avaya BPs can call the Avaya Services Center (ASC) at 1-866-AVAYA66 for general questions on pricing and other implementation and installation services.



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Step Role Activity Supporting Documentation

1 Business Partner

Access Business Partner (BP) website Access Business Partner website

located at http://www.avaya.com/businesspartner

System access issues may be referred to Avaya Production Support on 866-800-5194, prompt #3.

2 Business Partner

Access BP website and ORS entry point

Once logged into the BP website click on “quick finder” and enter ORS and search.

The Business Partner can also access ORS directly at: http://www.avaya.com/bpcc.

3 Business Partner

Complete online ORS registration requesting ORS login ID and password (For new ORS users only)

Complete the ORS registration form and submit.

Questions regarding ORS may be referred to the ORS helpdesk on 800-229-5006 prompt 2.

You will receive an e-mail containing your ORS login and a temporary password. Access the site again and enter the ORS login (a secondary login from the website login) and one-time user password. You will be prompted to change the temporary password to a permanent password. Once the permanent password has been entered you will receive a notification screen that their ORS application is pending final approval. (This entire process takes about one day)

You can contact the ORS helpdesk on 800-229-5006, prompt 2 to request expedite on the final approval.

Until final approval has been granted you will not be able to proceed further into the ORS website.

ORS Training Document



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http://www.avaya.com/bpcc

http://www.avaya.com/businesspartner

http://www.avaya.com/businesspartner



4 Business Partner

Using The ORS System Once final approval into ORS has

been processed, log into the BP website, select “quick finder” and enter ORS and search and then select “Business Partner Dashboard”.


5 Business Partner

Review status of pending requests Once at the dashboard, you will be

able to view all your ORS requests in all categories, linked to your Business Partner id number. The various request categories (milestones) include:

Draft : A request that has been created by the BP and saved but not yet submitted to Avaya.

Submitted : A request that has been submitted from the BP to the Avaya Engagement Specialist (ES).

Responded : Avaya ES has reviewed request and responded with bid pricing, in-service date and statement of work.

Resubmitted : BP has received Avaya response and resubmits for further negotiations or to provide additional information. BP must hit revise and resubmit. Accepted: Avaya has accepted BP initial bid pricing, when bid pricing was submitted by BP and agreed-to by ES. (It is not a requirement for the BP to submit bid price)

Authorized : BP has received Avaya response and has authorized work to be performed at mutually agreed to bid price proposed by Avaya ES and in-service date.

Ordered : Following BP authorization, BP Installation Team (previously know as BPCC) will issue SAP order to bill either BP or end user customer as specified by Payer on BP ORS request.

Work Complete : Once all work has been completed, Avaya ES will




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indicate request as “Work Complete”.

Rejected : Avaya rejects request to BP advising BP that Avaya cannot accommodate request or Avaya requires additional information from BP.

Closed : Following work completion notification from ES, Business Installation Team (Previously know as BPCC) will close ORS order and bill either BP or end user customer as noted on work request form.

Canceled : A submitted or ordered request that was canceled by the BP or ES.



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6 Business Partner

To create a new ORS request From the ORS dashboard, click on

“create new request” to receive a new ORS Work Request Form. All fields desired for entry are displayed with all required fields highlighted in red. Portions of the form are initially collapsed and will expand depending on various selections made. The entire file is open for input by the BP with the exception of the “Avaya Response” section, which will be “read only” (This section is where the BP will later review Avaya’s response).


7 Business Partner

Completing your new ORS request (All required fields are in red) including all the customer information and Avaya Sold-To and Payer

Complete the “Business Partner” section by populating the requestor’s contact phone number along with the associated PO number, if applicable. The BP name, address, id number, requestor name and e-mail will auto populate.

TIP: Providing Avaya with an alternate contact familiar with the project will help to expedite the request.

Complete the “Customer Information” section by populating the end user customer data including name, address, and contact information. Also populate the end user customer’s Avaya Sold To and Payer (either BP or customer).

TIP: Although the Avaya Sold to is not a required field, providing this information will streamline the process.

ORS requests are routed to an Avaya Engagement Specialist based on the zip code of the end user customer.

For multi-location requests, one




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Avaya Engagement Specialist will support pricing and SOW development. When submitting multi-location requests, you can submit one request based on the customer’s main location zip code. Please attach a spreadsheet of all locations to the request. The ES supporting the main location will respond to the request for all locations. Separate requests must be submitted for each location once the opportunity goes to contact and resources are ready to be deployed. This will provide itemized billing verses lump sum.

TIP: To attach a document, once in the configuration section, click “Upload a Material List File. A new screen will appear, click “Browse”. A Small window “Choose File” will appear. You need to choose the file or folder in which the desired information is saved. Highlight it, and click open. You can attach Word, Excel, PowerPoint, and PDF, type files. After you click Open, the screen will refresh. You will see the “Add Material List File” with the directory in which the file will be downloaded. Description field is optional. Click Upload. Wait a moment File details will appear: Name, Size, User, Date, and Description. Click Return to get back to the Work Request.



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8 Business Partner

Complete "Request/Response Summary" section

Populate the “Request/Response Summary” section by selecting a box to indicate what Avaya Services are being requested including:

Deployment: If requesting Technician Services ONLY. On-site physical labor related to hardware installation to be performed by a Technician. Selecting this option cause the fields for basic information to display. Selecting this option will preclude you from selecting other Implementation and Installation services including those listed below.

Project Management: On-site or remote Project Management by Avaya to coordinate all Avaya activities. Selecting this option expands the options related to Training and Helpdesk activities.

Design and Development: On-site or remote software administration. Selecting this option expands the options related to Helpdesk activities as well as additional software choices.

Knowledge Transfer: On-site end user training. Selecting this option expands the options related to Training and Helpdesk activities.

MAC: Moves, Adds or Changes Multiple selections are allowed and

can be combined to target the type of support being requested from Avaya. You can make offer bid pricing to Avaya in the “Offer Price” field.


9 Business Complete "Activities and Schedule "



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Partner section Complete the “Activities and

Schedule” section by populating the activities required including:

1. Requested in-service date 2. Material on job date3. Cutover hours4. Willingness to pay overtime charges5. Cutover type, hours of access6. Removal of replaced equipment. This section will expand based upon

various selections made. TIP: COMPLETION OF THIS SECTION IN DETAIL WILL HELP STREAMLINE THE PROCESS AND HELP DESIGN A SOLUTION TO MEET THE NEEDS OF THE CUSTOMER.



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10 Business Partner

Complete "Configuration" section Complete the “Configuration”

section by populating the dealer’s order number and the distributor’s SAP quote number if applicable. Alternatively, you can provide an Excel Spreadsheet of the actual configuration, show a listing of equipment by either attaching an equipment list from a separate file or by building a list of material codes directly into the request form.

TIP: ACCURATE EQUIPMENT INFORMATION WILL SUPPORT MORE EFFECTIVE SOLUTION PRICING AND STREAMLINE THE PROCESS.


11 Business Partner

Complete "Scope of Work" section Complete the “Scope of Work”

section by populating in free text a detailed explanation of the scope of work to be performed, both by Avaya and by the BP. This field will expand to accommodate as much information as the BP provides. Documents can also be attached providing the detailed information.

If this opportunity has any unique needs i.e.: delivery associate needs to be union represented. These needs need to be articulated in this section.

If IP solution, Distributor to supply Topology Map of total solution, Network Design Document and Network Assessment if applicable. Avaya does provide services to support the development of the required documentation.

TIP: IF YOU WOULD LIKE MORE THAN ONE POTENTIAL AVAYA SUPPORT SOLUTION PRICED FOR THIS CONFIGURATION i.e.: PRICE WITH OUT OF HOURS SUPPORT AND WITHOUT OUT OF HOURS SUPPORT, INCLUDE THAT ADDITIONAL REQUEST IN THE “SCOPE OF WORK” SECTION. YOU DO NOT NEED TO COMPLETE SEPARATE REQUESTS FOR NON-COMPLEX




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DIFFERENCES.

TIP: PROVIDING A DETAILED SCOPE OF WORK WILL HELP TO STREAMLINE THE PROCESS AND INCREASE CUSTOMER SATISFACTION.



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12 Business Partner

Complete "Distributor Information" section

Complete the “Distributor Information” (for equipment only) section by populating the distributor name and contact information.


13 Business Partner

Complete "Billing Information/Customer of Business Partner" section

Complete the “Billing Information/Customer of Business Partner” section by populating the information of who is to be billed for the work Avaya will perform. Either the BP or to the end user customer, including the Payer address and contact name and phone number.


14 Business Partner

Save request, hold for later submission

Once the form is populated as completely as possible, the Business Partner can save the request and submit at a later date. ORS will assign a milestone of “draft”.


15 Business Partner

Submit request Once the request form is populated as

completely as possible, the Business Partner can select “submit” which will send the request to the appropriate Avaya Engagement Specialist. ORS will assign a milestone of “submitted”.

If you have general questions or need to check on the status of your request, please call the Avaya Services Center (ASC) at 1-866-AVAYA66.


16 Business Partner

Track request progress Access the “responded” milestone

on dashboard and click on the customer name to view the record. Avaya’s response including pricing, in-service date, in addition to a statement of work will appear in the




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Avaya Response section.



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17 Business Partner

Authorize request If you agree with the response and

wish to engage Avaya on the terms and charges noted, click on “authorize” which will move the request from the “responded” milestone to the “authorized” milestone.

If the request was submitted with proposed pricing that is now approved by Avaya, you will need to open “accepted” milestone and select “authorize”.

Once a request is authorized/accepted by the BP, the request is sent to the national BP Installation Team via ORS. Each request will be assigned to a BP Installation Team representative. A SAP order will be created for billing purposes based upon information contained within the request.

The BP Installation Team will populate the SAP order number in the “BPCC Order Information” section of the request form. Once the SAP order number is populated the request will move from the authorized to the “ordered” milestone.

If support dates change, please notify the Avaya Engagement Specialist.

Requests are only good for 60 days


18 Business Partner

Schedule Resources Once the request has been

authorized, resources need to be scheduled. Work directly with the ES/PM to have resources assigned to the project. (In the history log at the bottom of the page you can see the names of Engagement Specialists working your request)


19 Business Partner

Evaluate response revise/resubmit Requests can be revised and

resubmitted. You can resubmit in




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accepted, responded, cancelled and rejected status.

20 Business Partner

Cancel request Click the “cancel” box located at

the top of the request. Cancelled requests cannot be reversed, a new request must be submitted.

Please cancel all requests that are no longer an opportunity for Avaya.

Cancellation charges may apply.

TO EFFECTIVELY MANAGE THE RELATIONSHIP, PLEASE UPDATE ALL

REQUESTS AS INFORMATION IS OBTAINED.




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Roles and Responsibilities

Client – End User Customer

Provides information to Avaya for successful implementation Identifies Project Coordinators who attend all external meetings and identify

the IT and Telecom Administrator (s) Complies fully with the customer responsibilities in SOW Provides information needed to complete the Site Readiness Checklist if

applicable

Implementation Services Organization (IMPLEMENTATION AND INSTALLATION):

Project Manager/PPO (if applicable) Develop quote and statement of work Submit resource request via email to OPS Manager/Resource Scheduler for internal resources Provide quote to ES (ES enters in ORS and submits) Manage all Avaya IMPLEMENTATION AND INSTALLATION resources Document changes and activities outside the SOW and gain customer signature Perform the project closure within SAP, and notify the ES to close out project in ORS when project is completed Resolve any customer escalations

Avaya Engagement Specialist/Resource Scheduler

Assigns Project Code and PPO/PM Responds to requests in ORS Complete closure in ORS for BP projects Monitor ORS Engagement Specialist Dashboard Schedules internal resources Manage the scheduling, assignment and booking of all Avaya

IMPLEMENTATION AND INSTALLATION personnel

Business Partner Organization:BP

Identify Opportunity Perform required steps to sell solution Set client expectations for Avaya resources and activities Access Business Partner Dashboard and communicate requests Identity the client activities in the process Participates in the Internal Kick-off meeting Presents contract to client for signature



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http://associate2.avaya.com/solution/ges/e-qtc/process/docs/pwb/ja_site_equipment_room_ready_checklist.doc


Authorize Avaya to do the work Provide customer contact list for contract, customer expectations and

installation issues

Avaya Business Partner Installation Team

BP Installation Team

Enter order information into Voyager Assign order to representative Review Order Verify correct Sold To Create SAP quote Convert quote to an order Update order number in DDM Voyager Populate the SAP order number in the “BPCC” order information section of the

request form Invoice Business Partner (Occurs automatically when Tech or PM closes order) Monitor the order progress in SAP Check order status in SAP (Ensure SAP order is closed when ORS request is in

Work Complete status) Close ORS request when SAP order is closed and invoiced

Avaya Technician Services Organization

FSM

Determines if there are adequate internal resources to perform Statement of Work (SOW)

FSM should respond to all requests for hours and pricing within 24 hours. If unable to perform all work described in SOW, determines what (if any)

portion can be done by internal resources. Manages the day to day progress of the Technician’s work Responsible to provide adequate notice to PPO if there is a change in

assigned resource Notify the PPO if Client requests a change via email Engage PPO if additional activity must be performed outside the SOW

Technician

Technician(s) are expected to attend internal kick off meeting. Conference call or in person will be determined on a job-by-job basis

The technician(s) are expected to report to the job site at designated time and remain on the job until work is completed notifying PM of any changes to



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the scope of the project Technician(s) should provide the PM/FSM with timely reports of the job’s

progress Technician(s) should notify the PM/FSM of any customer requests that are

outside of the original scope of work Technician(s) should notify the PM/FSM at the time of job completion Technician(s) need to attend any post-cutover meetings and make any

necessary corrections or changes as appropriate.



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