Lookers Support Process Documentation for BT Support

Introduction

This document provides BT helpdesk with a set of process documentation when working with the Spectralink DECT product.

The aim of this document is to provide a single point of reference for all information about how to deal with a Spectralink DECT issue.

This document will be revised in a proactive manner over time to provide the most benefit to BT and Lookers.

Content and Scenarios

The following list provides quick links to sections in this document

Overview of Support Process MUST BE READ AND ADHERED TO

How to understand the nature and scope of a Spectralink DECT issue - REQUIRED Process before logging with ICON

How to Raise a Case with ICON

Major Infrastructure Advanced Replacement Infrasructuer support process on qualifying parts

Handset Failure (HOP) Process

Shipping and Returns Processes

Lookers Staff that can work directly with ICON

Contacts

 

Support Process

This section summarises via a series of bullet points the general responsibilities and the process in supporting the Spectralink DECT infrastructure.

• BT Service Desk will remain the central point of contact for all new cases relating to the Spectralink DECT deployed at Lookers.
• All issues will be logged by Lookers with the BT Service Desk who will perform a series of checks to ensure the issue is DECT related and not related to other infrastructure.
• If this can be confirmed to be DECT issue a case will be opened with ICON
• ICON will work directly with Lookers IT team on the issue and keep the BT Service desk informed at appropriate intervals.
• ICON will work directly with Lookers IT Department (unskilled end user support is not provieded by ICON) via Telephone support, email and Remote Access Support
• ICON will provide regular updates to the BT service Desk and Lookers IT deprtment as the case progresses.

Understand Nature and Scope of the Issue

An issue effecting one handset may have a larger scope, and the steps below will help to diagnose the issues:

Single Handset or Wider Issue

• Is this just effecting the one handset or all handsets on one site?
• Are all DECT handsets having this issue and/or desk phones as well?
  

If multiple handsets (not just DECThave this issue is likely to be infrastructure related (DECT Radio Head, network, WAN, CUCM).

Run checks to verify this operation eg

Location Based Issue

Does this issue happen in all areas of the site or just in one location?

Ask the user to change location to where it is known other DECT handsets operate to test the handset operation.

If it happens in a specific location investigate the DECT infrastructure at these locations.

Handset Does Not Power Up

If the handset cannot be powered up complete these tests:

• Swap the battery with a known to be working battery (remove from working phone to be sure). This will tell you if there is a charging issue or battery issue.
• Check the handset charges correctly. When placed in a charger the LED will flash red. If handset is off the screen will show a blue logo with the text “battery charging” if the handset is on then this symbol will be shown.
• If there is still no activity determine the status of the phone (damage or water ingress?) and request a return using – see section How to raise a case with ICON
   

Handset Connectivity

The screen below shows the screen of the handset – the top line is the status bar - ask the user to look at this…

The first item (top left) is the extension number or name of the handset. Ours says “151”. If this says “Spectralink” then the handset is probably not subscribed to the system. The handset needs to be subscribed. Calls cannot be made until this is done. Raise a case with ICON.

If the handset is subscribed but the user cannot make calls check on the CISCO call manager to see if the handset is REGISTERED with CUCM and what is shown on the handset screen when a call is made and what happens if the handset is called.

Other issues...

This can cover a multitude of questions and outcomes. See section How to raise a case with ICON

How to Raise a Case with ICON

There are 2 methods to raise a case with ICON – use option 2 if in anyway unsure:

1. Confirmed faulty handset requiring repair or return under warranty. This requires you to be 100% certain the handset is faulty. In this case this form can be completed. http://support.icon-plc.co.uk/Support/KIRK/Returns/KRtnForm.html
2. Unclear issue requiring further diagnosis.
   In this case email support@icon-plc.co.uk or call ICON 01727 730007 (9.30 AM to 5.30 PM, Mon – Fri, excluding Bank Holidays) stating the nature of the issue, tests performed, contact details of the end user and Remedy Case Reference. ICON will pick up the case and report back on progress via Remedy Case Reference.

AHRW - Advanced Replacement

Some of the hardware purchased by Lookers is covered by an enhanced advanced replacement warranty (AHRW). The serial numbers of this hardware are defined on the support contract.

If an item of hardware that is covered under this contract is suspected as failed then this process will take place:

• The typical support process will be followed as per the support process with the following addtional items
• As part of the support process with hardware covered under AHRW ICON will work with Lookers IT department directly confirm the fault to be hardware failure or other issue.
• If ICON confirms the hardware is at fault a working unit similar to the one to which the fault report relates to, will be shipped to the Lookers site. the faulty unit will be shipped to the lookers site
• Lookers Field Tech engineers will be responsible for site visits to replace this unit.
• The faulty unit will be shipped directly to ICON within 3 days.
• If the faulty unit is not recieved by ICON or found to be caused due to physical damage then the unit will need to be paid for by Lookers.

HOP - Handset Optional Pool

Lookers have opted to take Handset Optional Pool [HOP]. This means they maintain a stock of handsets and accessories that they can use to replace handsets that may fail. This section describes this process.

• The typical handset support process will be followed as per the support process with the following addtional items
• As part of the support process; with items in the HOP pool ICON will work with Lookers IT department directly to identify the fault.
• If ICON confirms the fault to fall within the scope of HOP a working unit similar to the one to which the fault report relates will be taken from the Lookers' pool and ICON will assist Lookers to configure the replacment phone to work in place of the faulty unit.
• Lookers can then ship the replacement item to the local site
• Lookers will log the handset via the ICON DECT handset returns form and ship the faulty item to ICON for repair or replacement under the authorisation reference [RMA] provided by ICON.
• Shipping costs bourne by the parties as explained in the section "Shipping Repairs and Replacement Guidelines".
• Lookers' Field Tech engineers will be responsible for any on site visits.
• Repaired or replaced units will be shipped back to Lookers to replenish the HOP stock.

Shipping and Repairs and Replacement Guidelines

Where an item is used from HOP store

When a replacement taken from Spares held at Lookers. Cost of returning Handset to ICON and shipping the HOP item is borne by Lookers the processing of the handset will follow ICON standard repaires and replacement processes as defined by the item being within or outside of warranty.

Items returned to ICON within manufactuers warranty terms

Cost of returning to ICON is borne by Lookers.

ICON will confirm the item is within or outside of warranty. If within warranty this item will usually be returned to Spectralink (cost borne by ICON) and a repair or replacement is usually recieved within 3 weeks.

Cost of returning repaired/replaced item to Lookers borne by ICON.

Returned items that do not fall within Warranty

Cost of returning to ICON is borne by Lookers

This will usually require ICON to inspect and quote for cost of repair. Upon a reciept of a PO (inc. shipping) the repair the handset will be repaired and delivered to lookers.

No Fault Found

Where an item is returned with "No Fault Found" a NFF fee (see returns from for fee) is charged before the item is returned. A PO will be required by ICON. This fee covers technical assessment and re-delivery.

Lookers Staff Qualified to work DIrectly with ICON

ICON will work with Trained Lookers IT staff /Field Tech resources will complete initial 1st line technical Support having been trained on the Lookers DECT Solution.

 

Support Contact Details

ICON Support Contact information.

support@icon-plc.co.uk

01727 730007

http://support.icon-plc.co.uk

ICON Escalation Point of contact

Technical Contact

• David Marshall
• e: david.marshall@icon-plc.co.uk and cc: sales@icon-plc.co.uk
• t:+44 1727 730054

Commercial Contact

• Mark Shane
• e: mark.shane@icon-plc.co.uk
• t:+44 1727730028

BT Service Desk Contact Details

• t: 028 90216453
• t: msc.servicedesk@bt.com
  

BT Service Manager

• t: 07918 039949
• e: Brian.McGeough@bt.com
  

Lookers IT Contact information

Solution

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