Customer Authorization Tool Bhavya Reddy

Customer Authorization Tool The Customer Authorization Tool (CAT) automates permissions requests to end customers for LOA (Letter of Agency) and Delegated Administration to grant Business Partners permissions for Quoting, Registration, Delegated Administration, and Right to Terminate Orders via an electronic authorization request process.

Customer Authorization Tool Purpose Current workflow Q4/Q1 Outlook Automation with CAT Q4/Q1 Outlook Complex maze of processes, and approvals (LOA,GRT, PLDS, Delegated Admin, DADMIN) Too Slow (~ 8 days) Outdated paper forms Multiple expiration periods Manual report requests CAT will be one easy to use tool to support Avaya processes for LOA, GRT access, and Delegated Admin Replace manual processes with an automated, digital signature approval workflow giving BP’s automatic access to GRT, web ticketing, MSQT and BI Reports AT will be one easy to use tool to support Avaya Benefit Increased efficiency Reduced cycle time Benefit Reduced complexity Standardization

LOA Process Change Current Process The old report acquisition process (via the LOA Team) required users to submit an email to loasupport@avaya.com and threestarsupportloa@avaya.com, after which the LOA Team would validate and process the request for report generation, before sending the requested documentation via email. Future Process As of January 20th, 2014, the LOA process (the process by which end customers authorize partner access to their records) will be completely automated via the Customer Authorization Tool (CAT). Once authorization is obtained for a particular sold to through this tool, users will be able to access: acsbi.avaya.com to run on-demand reports. MSQT to generate quotes on behalf of the customer. Please keep in mind after January 20th 2014, all requests have to be submitted via CAT as loasupport@avaya.com and threestartsupport@avaya.com mailboxes will not be monitored.

Different Permission Types Quoting – Allows sharing of records including inventory, system state, purchase records, connectivity and configuration information Registration – Allows services registration and software downloads for the purposes of installation, services registration and software licensure Support Services – Allows authorization to act as the customer's agent for submitting and managing service requests, service request data and software downloads Terminate Orders – Allows authorization to terminate service contracts subject to standard terms and conditions including termination fees

Access to tools Quoting – Gain access to MSQT to generate quotes for customer and ACSBI to pull reports. Support Services – Will provide access to Siebel ticketing to create SR’s and PLDS for downloads and licensing Registration – Gain access to GRT Right to terminate orders - Allows authorization to terminate service contracts subject to standard terms and conditions including termination fees

Delegated Administration/Registration Process Change Current Process The current delegated admin process has the customer complete and submit the "Avaya Access Request for Delegated Administration" form to avayaaccess@avaya.com Future Process As of January 20th, 2014, the Delegated Admin and Registration process (the process by which end customers authorize partner access to their records) will be automated via the Customer Authorization Tool (CAT). Once authorization is obtained through this tool, users will be able to create service requests in Siebel and access GRT to register devices for sold to’s that they have authorization for. Please keep in mind after January 20th 2014, all Delegated Admin and Registration requests have to be submitted via CAT. * Delegated Administration is called ‘Support Services’ in CAT

Where to learn more? http://support.avaya.com/cat This page will include user guides, training videos, details of the upcoming training sessions along with the logistics, recorded training sessions and FAQ. Link to the LOA process change and ACSBI Quoting report generation job aid https://support.avaya.com/css/P8/documents/100177544