Avaya currently uses the online tool called Avaya Diagnostic Methodology (ADM) for partners to raise trouble tickets and receive assistance, and expects customers/partners to have performed the following tasks before raising a trouble ticket.
Clearly stated the problem.
Detailed the findings.
Clarified the problem.
When they receive the trouble ticket, what is the next step in the diagnostic methodology that Avaya Tier 3 support will perform?
Identify a patch to fix the problem.
Update the Knowledge Management database.
Implement a solution.
Determine the cause.
Correct answer: D
Question 2
Which statement about Avaya Tier 2/Business Partners is true?
They immediately escalate to Tier 3 as issue is encountered.
They describe the problem to Tier 3 in an escalation ticket and Tier 3 isolates and resolves the issue.
They isolate issue, resolve issue then escalate to Tier 3 for corrective action.
They isolate the issue, and if no root cause is found, escalate to Tier 3 to resolve the issue.
Correct answer: D
Question 3
A Network Administrator of a company has been made aware of a problem with the telephone system, and contacts a few colleagues who have dealt with similar problems in the past.
Which Discipline in 8D Methodology describes the action of the Network Administrator?