Maintenance and Services

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  • 1.  Service Escalations and Org Chart

    Posted 17 days ago
    Hi.

    I've been troubleshooting issues for a month of one type or another and I'm sure we have corrupted system manager database or something similar. We are Avaya support customer. Multiple SRs, escalations, phone calls, emails etc...

    Very little response. Engineers will reply and then downgrade tickets for "lack of response". Been told alot of people are off for the holidays... Hmm, I'm working.

    Managers don't reply.

    Anyone have an org chart for the service organization of Avaya Support?

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    Kathleen DeSantis
    Telecommunications Manager
    Maimonides Medical Center
    Brooklyn NY
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  • 2.  RE: Service Escalations and Org Chart

    Posted 14 days ago
    Hi Kathleen,
    I think other members will also address the points about support little response.
    I have experience working on many SR's, including SMGR, SMGR JBoss, SMGR-AD synch.
    What are you speaking about ? SMGR Postgres data base corrupted ?
    What about SMGR - AADS sync  status ?
    It is DRS replication of this Data Base.
    You can see that SMGR: Services --> Replication --> UCAppsServer_70.
    If there is SMGR-AD synch problem, then service jboss restart command can help.
    I mean if support has non-working hours.
    Please give us a bit more details and thank you for your question !

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    Ruslan Makrushin
    Forum Moderator
    Senior System Administrator
    Rostelecom Digital Technologies
    Moscow
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  • 3.  RE: Service Escalations and Org Chart

    Posted 6 days ago
    Ruslan,
    Thanks for reaching out. We had multiple issues going on, none related, it turned out. The main issue we were escalating was around Avaya Push Notifications to ios devices. It was frustrating because many of our physicians use the workplace app and do not have any other phone. 95% are iPhone users. In the end this was a public firewall rule on an AAWG certificate that resulted in the push notifications to not work.

    I was able to connect with an avaya sevices director who did get resources to work on this and we have been back in service since last week.

    The system manager corruption was a separate issue, but as time went on, I was not convinced one may have been the root cause of the other. It seems there were just multiple issues happening and the lack of attention to the service issues was frustrating. It did take one month to have a corrupt station removed from the database which is too long.

    Thank you again for reaching out.

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    Kathleen DeSantis
    Telecommunications Manager
    Maimonides Medical Center
    Brooklyn NY
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  • 4.  RE: Service Escalations and Org Chart

    COMMITTEE MEMBER
    Posted 12 days ago
    Kathleen,

    Send me a message at nk@msu.edu and I can connect you up with the IAUG advocate within the services group at Avaya.  He's great at getting attention on these types of issues.

    -Nick

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    Nick Kwiatkowski
    Director of Design and Engineering
    Michigan State University
    East Lansing MI
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