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Service Support
• Answers to the following questions:
• Was the same scenario tested on the Developer Board and the PC to reproduce the problem?
• How many units do you have, and how many of them have this problem?
• How often does the problem recur?
In addition to the information requested above, send the following AT commands and the HyperTerminal log with the
responses:
AT+CMEE=2
// To get textual error message
AT+CPIN?
// To get SIM card status
AT+CREG?
// To see if the TXVR is registered to the network
AT+CSQ
// To get the signal strength (RX level)
AT+CGSN
// To read the IMEI number of the unit
AT+CRSM=176,1
// To read the Flex ID
ATI3
// To get the software version of the TXVR
AT\S
// To get the setting of basic AT commands
AT+CMER=0,0,1,1
// To get messages and indicators from the handset display to the DTE
5.1.1
Motorola Workflow
The help desk uses the following workflow when responding to new calls:
1.
Each new call is registered in the help desk data base.
2.
The help desk immediately notifies the customer with the help desk system record number for each issue.
3.
A champion is assigned to be responsible for the new call, from arrival to closing.
4.
During this time, the champion updates the help desk system with the progress of the resolution process.
5.
The champion is the contact to the customer and the engineering team, and coordinates activities that are required to solve
the problem.
5.1.2
Service Centers
Motorola Electronics Taiwan PCS
11F, No, 296, Sec. 4, Jen-Ai Road
Taipei, 106, Taiwan, R.O.C
Motorola GmbH
Am Sophienhof 10
D-24941 Flensburg
Germany
40
98-08901C67-O
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