Task Reference: Using The Helpline - Lucent Technologies CentreVu CMS Administration User Manual

Task: startup and exit

Task reference: using the Helpline

Task reference: using the Helpline
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If you have a problem
Provide information
If you have a problem with CentreVu CMS, call the Lucent
Technologies Customer Care Helpline at (800) 242-2121 to report
the problem and obtain a trouble ticket number. For customers outside
the United States and Canada, please contact your local Lucent
distributor or representative.
The Customer Care Helpline is staffed by trained CentreVu CMS
technicians at the Technical Service Center (TSC). The technicians at
TSC will try to fix your problem in a timely manner. If they cannot fix
it, they will escalate the problem to a higher level of customer support.
When you call the Helpline, be sure to report the problem as a
" CentreVu Call Management System R3V8 problem" and be prepared
to give the following information:
• Your full name, your organization, and a phone number where a
Lucent Technologies representative can contact you about the
problem.
• The installation location (IL) number.
The IL number is a 10-digit number from a Lucent Technologies
database that identifies the details of your CentreVu CMS
installation and environment.
The DEFINITY and CentreVu CMS release information.
•
• The CPU type and speed.
The Windows operating system (if you are using CentreVu
•
Supervisor.)
• A description of the problem.
• The type of service contract your organization has with Lucent
Technologies, if any.
If your system is not covered by warranty or a service contract,
you will be invoiced for the Helpline troubleshooting. A service
contract may provide coverage for business hours only or for
twenty-four hours a day, seven days a week. Alternatively, the
contract may provide you with a technician dedicated to your
installation.
CentreVu CMS Administration
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