Alcatel-Lucent 1665 Installation Manual page 368

Technical support
Ask AL Knowledge base
The Ask AL Knowledge base web interface feature connects you to the Knowledge
Management solutions database. The Ask AL Knowledgeably feature lets you search for
solutions by using natural language queries. Many products have an extensive set of
Solutions available. Solutions are created by technicians to provide customers with a
method to resolve issues without calling for assistance. Solutions are displayed, showing
the percentage weight or percent match, based on search criteria. Searches can be
performed on all products that are entitled, through the level of service contract a customer
has for RTS services.
CARES
The CARES web interface feature makes it easy for you to submit an Assistance Request
(AR), subscribe to AR Notifications (be notified when an AR is updated), and view all the
customer ARs. The CARES feature lets you open an AR for low severity issues or
questions. Any high severity issue should be called into CTAM. Users can stay informed
about their ARs by using the flexible AR Notification subscriptions. Users can choose a
method for receiving updates: email, text messaging messages, or none. Users can choose
when updates are wanted (when the state of the AR changes, any update to the
investigation field occurs, or any time any text field is modified). Users can log into the
OLCS web site and view ARs 24 hours a day, 7 days a week.
Data Drop Box
The Data Drop Box feature allows Alcatel-Lucent support technicians to provide
customers with a quick method to share files. The Data Drop Box allows a technician to
provide or receive a file from a customer quickly. These files remain in place for 7 days.
Documentation
The Documentation feature on the OLCS web site contains three areas: Manuals and
Guides, Technical Notes, and Release Information.
Manuals and Guides
•
This section contains the documents that are available in paper or electronic copy and
are distributed with a new product. These are the documents that are available within
the Alcatel-Lucent Product Documentation web site. The OLCS web site contains
links to the actual documents at the Customer Information Center (CIC) web site. The
following is a list of possible documents that are available from this site:
– Administration Guide
– Applications Planning Guide (APG)/Applications Planning and Ordering Guide
– Getting Started Guide
– Installation Manual (IM)/Installation Guide (IG)
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H - 4
(APOG)
Technical assistance
365-372-304R7.1
Issue 1, November 2007