Expanded Smart Business Communication System Help Desk

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Nov 7, 2008 3:32 AM
Nov 7th, 2008

Select Certified Partners, we’ve heard your request! In response, Cisco has expanded the support for the Smart Business Communications System (SBCS) via the Cisco Planning, Design & Implementation (PDI) Help Desk. The PDI Help Desk will function as the single resource for you to access a full spectrum of solution support and relevant SBCS (including UC, wireless, security and switching) deployment information in the planning, design and implementation phases beginning November 17, 2008. It is available to all partners certified to sell and install the Smart Business Communications System. Visit the PDI Help Desk on http://www.cisco.com/web/partners/tools/pdihd.html

PDI Help Desk will assist Select Certified partners through the planning, design and implementation phases of the installation.  By offering consultations and leveraging Cisco Configuration Assistant (CCA) during the process, implementations will go more smoothly.  This will accelerate partner readiness and the path to profitability. PDI Help Desk provides support in the following areas:

  • Planning – Assist partners with a review of their proposed project plan.  Assist in planning of upgrades, Infrastructure Analysis, Scalability.
  • Design – Provide suggestions and recommendations concerning Application Design Validations, Infrastructure Design, Call Processing Design, and Dial Plan Design.
  • Implementation – Consultation on phased deployment approach, suggest implementation documents such as Product Configuration Guides, Installation documents, andTech Notes.

When Select Partners utilize the PDI Help Desk during SBCS deployments – which is being extended to the entire SBCS Solution set - all parties benefit from a smoother project lifecycle, productivity gains and a reduction of operational issues once the solution is in production. Customers will receive higher-quality solutions and increased satisfaction from their SBCS deployment experience.

For an SMB partner to receive support from the PDI Help Desk, the partner must hold the “SMB Specialization” per the Partner Locator Tool on Cisco.com

In addition the Cisco supportwiki will continue to be updated with the latest in technical information.  Visit http://supportwiki.cisco.com/sbcs to access and share information and tips on SBCS!

  • Educate Partners how to locate and use documentation and processes associated with solid planning principles.
  • Basic design review, work with partner to develop the best possible technical solution.
  • Provide implementation best practices and configuration guidance.
  • Assist partners in getting networks into production.
  • Short-term engagements (less than 4 hours).

Types of Cases Not Handled

  • Once network is successfully in production or if your issue is time sensitive, please contact TAC for support.  TAC contact information can be found here: http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html
  • Implementation issues that require Cisco to perform the majority of the system configuration (engineer opening case is expected to have already completed SMB Specialization hands-on lab).
  • Long-term engagements (more then 4 hours).

PDI Help Desk is available globally – Hours of Operation by global geography can be found below:

Theater

Time

US/Canada/Latin America

7am - 9pm EST (UTC/GMT-5)
Monday through Friday

EMEA

7am - 6pm (Local Country Time)
Monday through Friday

APAC

7am - 6pm (Local Country Time)
Monday through Friday

How to Contact the PDI Help Desk

For partners holding the SMB Specialization, access to the PDI Help Desk is available by visiting: www.cisco.com/go/pdihelpdesk

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