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New Avaya Support Tools Improve Management of Communications Applications


Avaya introduced a new set of support tools that use the Web to expand and accelerate access to essential information about communications maintenance, troubleshooting and problem resolution.

INTEROP Las Vegas - Booth 1843 – Businesses today gained a faster, simpler, and more productive way to manage all of their Avaya communications applications.


Avaya introduced a new set of support tools – available free to its maintenance customers - that use the Web to expand and accelerate access to essential information about communications maintenance, troubleshooting and problem resolution. The tools are InSite Knowledge Management, a search engine that places Avaya's database of troubleshooting knowledge at an IT administrator's fingertips, and HealthCheck, a diagnostic tool that analyzes and identifies issues within an Avaya communications system.


The InSite Knowledge Management search engine uses new technology to let telecom managers and IT administrators quickly find and use quality Avaya content that was previously only available to Avaya engineers. Users simply log into a Web site, enter a natural-language question in the search box, and instantly receive relevant data culled from more than 28,000 articles created by Avaya experts. Additionally, InSite Knowledge Management is 'self-learning,' meaning it archives every query and response in order to provide faster matches to future queries on similar issues. This intelligence also helps Avaya more quickly identify troublesome trends based on the high volume of search requests that occur for a particular issue - allowing for rapid customer alerts and fixes.


Avaya HealthCheck, also free to customers with Avaya maintenance contracts, is a proactive test that customers can run to get a single, comprehensive view into what is occurring within their communications network, tracking everything from gateways to end points to circuit packs in order to identify any configuration issues that have caused other customers problems in the past. It provides this via Web by performing an audit revealing how each element of a system is performing, and which components require updates or administrative changes. This is delivered in a simple virtual report with integrated links to Avaya InSite Knowledge Management troubleshooting and administration articles. Combining these two tools gives customers valuable new data and reporting tools at no additional cost. The tools also help customers prevent problems and reduce the impact of issues, since it takes less time to fix them.


"In today's competitive 24/7 business environment, IT and Telecom managers require more efficient ways to support an array of complex, next-generation communications applications," said Sal Mahbouba, vice president, Avaya Global Services. "Avaya's new services tools are designed with these IT managers in mind, so they can spend less time seeking out fixes, and more time innovating to add business value."


Marion County, Florida Government to Use New Avaya Services Tools to Support its Systems
Avaya's new support tools enable companies of all sizes and industries to derive new value through the way they manage and maintain their communications applications. One business using Avaya's new services tools is Marion County, Fla. government. As the fifth largest county in the state, Marion County requires a 24/7 communications operation that can support a broad network including the health department, fire rescue and government workers. According to Dennis Garraty, information system analyst, Marion County, Florida government, Avaya's new services tools will make it easier for him and his IT staff to keep their communications applications consistently running at the highest performance levels.


"Now when I check the performance of my communications applications, I can see everything I need in one place - with more relevant content that is truly up to date," said Garraty. "Avaya HealthCheck eliminates long manual configuration checks by getting things done for me, or telling me what I need to do. And the Avaya InSite search tool provides me with the right critical information in the first query. I'm going to make it my first resource when searching for ways to support our systems." 


Another customer using Avaya's new services tools is EDS. EDS is a leading global technology services company that delivers a portfolio of information technology and business process outsourcing services to clients in the manufacturing, financial services, healthcare, communications, energy, transportation, consumer and retail industries, and to governments worldwide. According to John Gallas, business process outsourcing architecture manager, EDS, the tools will make it easier for EDS to proactively monitor its communications applications. "The re-design of InSite allows me to quickly find the information I need," Gallas said. "With EDS's 155 contact centers in 26 countries, Avaya HealthCheck will help us keep our fingers on the pulse of our Avaya applications around the world."


Avaya InSite Knowledge Management is available today. Avaya HealthCheck will be available by July 2008. 


Avaya Unveils New Support Package Options
With today's announcement, Avaya also announced new support packages that enable customers with Avaya Communication Manager 4.0 and earlier software releases to manage communications applications at an attractive price-per-port, for increased value at a better price since multiple service components are bundled together in a consistent, per- port pricing plan. Designed to address the issues facing today's CIOs, the packages offer one contract, one order and one price for their communications support needs. All packages include access to the Avaya InSite Knowledge Management search engine and the ability to have periodic HealthCheck Reports. Customers that plan to add new technology or upgrades to their network can use Avaya Software Support Plus Upgrades, which are designed for customers with Communication Manager 5.0 and new enterprise software releases.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site:


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