Avaya Diagnostic and
Analysis Systems for Partners
Complement your
existing services
business and drive
new services revenue
with enhanced
diagnostic tools.
Additional benefits
include:
• Decrease complex
resolution times
while also avoiding
escalations and
dispatches
Driving New Support Services Revenue with
Enhanced Avaya Diagnostic Tools.
Your customer’s complex business environment requires
world-class support to help ensure their systems are
operating at peak performance, 24/7. Increased uptime,
faster time to issue resolution and minimal service disruption
are all critical components in order to remain competitive.
Enhancing your Support
Services Business
At Avaya, we are committed to delivering
industry leading innovative products and
visibility into client solutions and Avaya
products. You can position Avaya
Diagnostic and Analysis Systems while
selling Support Advantage Preferred to
services to your customers, while driving
your customers as a unique differentiator
mutually profitable business opportunities
and key advantage to selecting Avaya and
across the channel ecosystem. With the
our joint service delivery.
introduction of Avaya Diagnostic and
• Reduce human
requirements
through
automation
• Be on par with
Avaya engineers
Analysis Systems, Avaya continues to build
Support Advantage Preferred not only
upon existing patented systems, to deliver
delivers industry-recognized monitoring
new and effective diagnostics tools that
and system alarm resolution, with the
enable a more efficient and effective
Avaya-patented EXPERT SystemsSM, but
customer service delivery experience, and
faster case response times and access to
as a result enhances your customer
the portfolio of advanced diagnostics tools
relationship. As a valued partner, you will
and scripting technologies used by our
receive access to these latest diagnostic
own Avaya service and engineering teams,
tools in a Support Advantage Preferred
to help you quickly identify and resolve
agreement, which are designed to
complex service issues and escalations
complement your existing services business
Diagnostic
Tools for
Support
Advantage
Preferred
Customers
and drive new support services revenue
The two main components involved in the
with multiple value-add opportunities.
Avaya Diagnostic and Analysis systems
are the Avaya Diagnostic Server and the
Avaya Diagnostic and
Analysis Systems
Avaya Diagnostic Portal. Diagnostic
Avaya Diagnostic and Analysis Systems
from the customer’s premise, and
enhances our joint delivery of world-class
maintenance services, arming your team
with ongoing updates and real-time time
Server serves as the connection back to
Avaya (and optionally you, the Partner)
provides new diagnostic capabilities to
help avoid troubleshooting scenarios that
would normally result in an onsite
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dispatch. Diagnostic Portal is designed
to make the tools that Avaya engineers
designed to reduce onsite dispatches
use internally, available to customers
and assist in complex extended
and partners to help them self-
troubles especially where the trouble is
diagnose issues more quickly.
intermittent or difficult to reproduce.
Avaya Diagnostic Server
Avaya Diagnostic
Server R1
Evolution of SAL
gateway providing:
•Remote Access
•Alarm Transport
by offering better self-service tools
and capabilities, greater visibility of
and Analysis Systems, as well as the
audit information and more precise
evolution of SAL Gateway. The Avaya
troubleshooting. Key benefits include:
Diagnostic Server, deployed on customer
premise, delivers customer controllable
advanced diagnostic tools, designed to
decrease complex problem resolution
and escalations. Diagnostic Server gives
engineers the ability to remotely emulate
complex problems to avoid false
•Bulk Calls
and confidence in resolution, reducing
onsite dispatches and customer
•Available on
Engineers are able to remotely
administer phones, completing calls
from Customer Site A to Customer
Site B, without sending dispatching
technicians to either location.
Engineers are also able to remotely
capture packets on-demand without
locally deploying sniffers.
Engineers have the ability to remotely
In the first release, Avaya Diagnostic
connect to customer end points,
Server delivers unparalleled support
quickly troubleshoot and reproduce
capabilities including:
intermittent issues.
•Remote Access. Allows for remote
Avaya Diagnostic
Portal
•Reduce Onsite Dispatches.
•Improve Resolution Time. Avaya
engagement requirements.
•Event Monitoring
•Screen Capture
the support needs of your customers
technology enabling Avaya Diagnostic
troubleshooting and provide consistency
•Packet Sniffing
With Diagnostic Server, you can meet
Avaya Diagnostic Server is the patented
•Phone Remote Control
•Management Interface
•Advanced Diagnostics. Tools
•Enhance Customer Experience.
connection to the customer network
Prior to implementation Avaya
for faster problem resolution,
Engineers are able to stress test
remote implementation services,
customer systems, reducing critical
alarm automation and accurate
outages and improving overall
inventory management.
customer experience.
•Alarm Transport. Alarm
Avaya Diagnostic Server leverages
support.avaya.com
aggregation and transport to Avaya,
existing agents in customer networks
at no additional cost
with logging and filtering for
that are already embedded in Avaya
immediate alarm notification. This
endpoints - meaning once Diagnostic
enables Avaya to resolve the alarm
Server is deployed no additional
without customer involvement.
equipment or setup is required for
•Scripting technologies used by
Avaya Service engineers
•Entitlement with Support
problem resolution.
Advantage Preferred agreements
•Reduces discovery and problem
definition steps, results in
consistent resolution
methodology and actionable
recommendations
Avaya Diagnostic
Server R1
Secure
Access Link
Remote Access
Alarm Transport
Available Now
Remote Access
Alarm Transport
Management Interface
Phone Remote Control
Event Monitoring
Screen Capture
Packet Sniffing
Bulk Calls
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Figure 1: Avaya Diagnostic Server
Avaya Diagnostic
Server R2
Coming Soon
Remote Access
Packet Sniffing
Alarm Transport
Bulk Calls
Management Interface
Patented Testing
Phone Remote Control
End-to-end Qos
Event Monitoring
Hop-by-Hop Analysis
Screen Capture
Historical Statistics
The next release Avaya Diagnostic
Avaya Diagnostic Portal provides an
Server, Release 2, will bring new
unparalleled source of knowledge
network diagnostic capabilities that
that supports your world-class
allow hop-by-hop views of a customer
service delivery:
network, including the analysis of
networks between customer
locations, providing a truly holistic
view of the environment.
•Availability at Product Launch. No
need to wait or reactively develop
your own scripts with the availability
of Avaya scripts at launch – saving
you time and money!
Avaya Diagnostic Portal
•Product Expertise. Avaya Services
Avaya Diagnostic Portal offers scripting
leverage close partnership with Avaya
technologies used by Avaya service and
Engineers to maximize script value.
engineering teams to clients and authorized partners with Support Advantage
Preferred Agreements. Avaya Diagnostic
Portal provides scripts based on actual
break/fix Service Request data, to
enhance resolution and trouble isolation
steps. These scripts can run over 100
diagnostic steps against the product in
Figure 2: Avaya Diagnostic Portal
•Continuously Improved Scripts.
Avaya constantly updates and
improves scripts by aggregating
information from thousands of
previous requests from a diverse
customer base.
under 2 minutes, providing simple green,
Requirements
yellow and red indicators of potential
The key requirement for Avaya
trouble areas. As a result, the script’s
Diagnostic Server and Avaya
technology can quickly identify places a
Diagnostic Portal is an active Support
human engineer may need to take action,
Advantage Preferred agreement.
drastically reducing the discovery and
Avaya Diagnostic Server is a simple
problem definition steps, increasing con-
software upgrade from the existing
sistency in resolution methodology. And
SAL gateway platform, so no new
it helps develop actionable recommenda-
hardware or cost must be incurred by
tions on how to resolve identified issues.
the customer or partner. Please keep
Figure 3: Report Output Sample
Customer and Partner Requirements
Avaya Diagnostic Server
Avaya Diagnostic Portal
•Support Advantage Preferred agreement –
Wholesale, Retail or Co-Delivery
•Support Advantage Preferred agreement - Wholesale,
Retail or Co-Delivery
•SAL Gateway can be upgraded to Diagnostic
Server via software at no additional cost – no
new hardware required
•SSO login for access to support.avaya.com
•Deployed on customer premises
•Customer must have Avaya Diagnostic Server or SAL
Gateway connected back to Avaya
•Diagnostic Server requires its own physical or
virtual server
•No additional cost for customer or partner
•Hardware required can be optionally purchased
from Avaya
•Delegated Administration approved by customer to have
access via support.avaya.com in order to leverage
Diagnostic Portal
•Partner access to the customer’s Diagnostic
Server can be done via SAL Concentrator or
other method of connectivity
Figure 4: Requirements
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Figure 5: Customer Deployment Example
in mind that the Diagnostic Portal requires that the customer has a Diagnostic
Server or SAL Gateway connected back to Avaya. Clients can access the Diagnostic
Portal by logging into the Avaya Support Website and clicking on Tools.
Learn More
To learn more about
how Avaya Diagnostic
and Analysis Systems
can benefit your
business, please visit
the Avaya Partner Portal.
Building a Better Services Business
Drive new and differentiated support services business and enhance your existing
services investments with remote access to Avaya Diagnostic and Analysis Systems.
These new tools complement your own tools and enable you to continue to offer
differentiated services including multi-vendor support, managed services, network
management, local support, implementation and integration.
Co-delivery Partner Deployment
As you can see in the figure above, the Avaya Diagnostic Server acts as the central point
of connection between all parties - Avaya, Avaya Authorized Partners and our clients.
The connectivity enables the information sharing and diagnostics used to deliver fast
resolution and maximize uptime of the client’s communications solutions. The shared
information can be accessed by Partners with customer approval, presenting an opportunity to add-on your own complementary services, reducing expenses with access to
ongoing updates and just-in-time information.
About Avaya
Avaya is a global
provider of business
collaboration and
communications
solutions, providing
unified communications,
contact centers,
networking and related
services to companies
of all sizes around
the world. For more
information please visit
www.avaya.com.
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Expanding the
Value of Support Advantage Preferred
Avaya Diagnostic and Analysis Systems offers enhanced diagnostics tools designed
to deliver unparalleled support capabilities, providing the best combination of
functionality, security, and ease of service, bringing speedy resolutions, control, and
extensive diagnostic value-adds to our clients. Avaya remains committed to
enhancing our diagnostic tools and expanding access to Support Advantage
Preferred customers in order to provide consistent world class support.
© 2013 Avaya Inc. All Rights Reserved.
All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks,
respectively, of Avaya Inc.
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