Alcatel-Lucent 1665 Installation Manual page 373

Technical support
the Ask AL Knowledge base web page, enter a question or phrase using natural language,
and click the check boxes for only the products that should be searched; otherwise, all
products checked will be searched.
The results that return show a percentage weight or percent match based on the search
criteria. To refine a search, add more details to the question or phrase and answer the other
questions displayed. Once you find a solution of interest, select that solution, and the
complete solution will display.
Many of the solutions are based on generated ARs or Known Problems from the SRD. To
provide quality information, solutions go through a review process before being posted.
Content can grow daily as solutions move through the review cycle.
CARES
CARES ARs are accessed from the left column on the Customer Support homepage
(unless this view was changed), under the "Technical Support" section in the center of the
page, from the "My Bookmarks" section (if CARES was added there), or from the Quick
Link section "CARES Assistance Requests," at the bottom of the Customer Support
homepage. Product Notifications and Solutions can also be selected in this section. These
are both legacy tools. The new tools, Alcatel-Lucent Alerts and Ask AL Knowledge base,
are discussed in other sections of this document.
When you select CARES, a general web page displays. From that page, a particular
function can be selected from the left column. To provide more information on the
selected tool, select "More" from the center column.
ARs can be viewed (using "Find an AR" or "Advanced query"), created (using "Create an
AR"), or used to report a warranty defect (using "Report a warranty defect"). The CARES
web interface has features that keep you informed about the progress of ARs. With the
flexible AR Notification subscriptions, CARES can email or send text messages on a
variety of activities regarding an AR. A notification is sent when the AR state is changed
to Created, Resolved, Closed, or Pending Customer Action. Other conditions that generate
notifications are if the following fields are updated: Investigation, Short Description,
Current Summary, Description, and Resolution. You can set up (subscribe), remove
(unsubscribe), or change these conditions at any time.
Data Drop Box
You can access the Data Drop Box from the left column on the Customer Support
homepage (unless your view was changed), from the "Technical Support" menu in the
center of the page, or from the "My Bookmarks" section (if Data Drop Box has been
added there). Click the "Upload a file" button in the Data Drop Box window to send a file
to the Alcatel-Lucent support technician. An email address can also be entered so that the
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365-372-304R7.1
Issue 1, November 2007
Accessing and navigating the On-Line Customer Support
(OLCS) web site
H - 9