1. 1 Product Licensing and Delivery Ask the Experts Session

2. 2 © 2009 Avaya Inc. All rights reserved. Agenda  Objective of Today’s Session  Panel of Experts Introductions  Review of Top PLDS Concerns – Order Errors – Data Errors – Activation Problems – Access: Entitlements, Hosts, Downloads & Records – Help Desk  Q& A – Given time constraints, all questions may not be answered during the session. A Q & A document addressing all questions will be posted following the sessions on https://support.avaya.com/ > Tools > Manage Licensing > PLDS https://support.avaya.com/

3. 3 © 2009 Avaya Inc. All rights reserved. Objective Through these sessions, the Panel of Experts will drive awareness of the top PLDS issues along with a status on resolution, work-arounds and continued steps to simplify the PLDS application and processes for our users. This session is not intended to replace PLDS training. Note: Not all issues are applicable to every user. The intention of the Session is to address top issues that impact a broad base of users.

4. 4 Product Licensing and Delivery Ask the Experts Session Order Error Related Issues

5. 5 © 2009 Avaya Inc. All rights reserved. Order Related Issues 1: Incorrect Material Code(s) Ordered  Issue: – Users using incorrect material codes for order placement  User Impact: – Groups impacted: Partners, Distributors, Customers, and Avaya teams – Material codes that are not applicable to PLDS will not transmit from SAP to PLDS, nor will the requested entitlements be accessible to view or access.  Resolution: – Utilize established configurators and ordering tools to ensure correct material codes are selected for quoting and ordering. – Perform design assurance to ensure that the configurator output includes all the materials as defined by the product definition. – A new or corrected SAP order is required to ensure the correct entitlement material code(s) are transmitted from SAP via middleware to PLDS.  Work Around: – For general information regarding products added or migrated to PLDS, refer to the PLDS Overview on Support.Avaya.comPLDS Overview on Support.Avaya.com – The recently published License Management Site on Support.Avaya.com provides a listing of the various Avaya licensing systems by product with redirects to the various licensing applications.License Management Site on Support.Avaya.com  Next Steps: – Avaya continues to work initiatives targeted to simplify and improve quoting and ordering. – New PLDS product reports will be available in Q4 for additional material code queries.

6. 6 © 2009 Avaya Inc. All rights reserved. Order Related Issues 2: Incorrect End-Customer Functional Location (FL) /Sold-To  Issue: – The End-Customer sold-to (or Enduser for Foreign Trade on International) FL on the additions order does not match the FL of the licenses currently active on the license host.  User Impact: – Groups Impacted: Partners, Distributors, Customers, and Avaya Teams – Inability to activate licenses on the additions order.  Resolution: – Ensure that the FL on the additions order matches the FL of the active licenses on the license host. – Review the Identifying a License Host Owner job aid to ensure that all additions and upgrade orders are placed against the correct FL.Identifying a License Host Owner  Work Around: – The order must be changed to reflect the correct FL. A user may find out what FL owns a Host by referring to the Identifying a License Host Owner job aid.Identifying a License Host Owner – Once the order is changed to reflect the correct FL, the update will automatically flow to PLDS on non- activated licenses. – In the very infrequent case that the license entitlements on the License Host reflect an incorrect FL, if you are a Partner or Avaya associate with the correct permissions, you can move the license entitlements on the License Host to the correct FL as long as the destination FL is within the same company, and you have prior customer permission (either through a past sale or through Avaya Access Link ID association) to access the designation FL. Else, contact the PLDS support hotline to assist with this data correction.  Next Steps: – Avaya is working with the CMDT (Customer Master Data Team) groups to ensure that we reduce and/or eliminate the creation of duplicate FL’s, and ensure FL’s are accurately reflected in the same company.

7. 7 © 2009 Avaya Inc. All rights reserved. Order Related Issues 3: Order Blocked  Issue: – Systematic blockages being applied to orders. The most common order blockages are: Billing Blocks Delivery Blocks Credit Blocks  User Impact: – Groups impacted: Partners, Distributors, Customers, and Avaya teams – Blocks can prevent license entitlement information from being transmitted from SAP to PLDS.  Resolution: – Users will need to enlist PLDS Support to determine if the root-cause issue is associated with a blocked order. – In many cases, the COBC can remove blocks so that the order can be retriggered to transmit the entitlement information from SAP to PLDS. – When Avaya associates enter LAC Recipients in SAP, simply use a comma to separate the email addresses without additional spaces or other types of punctuations to improve transmit success.  Work Around: – If you are already aware that the root-cause issue involves an order blockage, then engage the COBC to remove the block if possible. – Be aware that Avaya InterEntity (IN) coded orders do not transmit to PLDS.  Next Steps: – Since the PLDS launch, there have been multiple enhancements to ensure non-impacting blockages are resolved to reduce transmit issues from SAP to PLDS.

8. 8 © 2009 Avaya Inc. All rights reserved. Order related issues 4: BP or Reseller is Missing  Issue: – Orders involving a Business Partner or Reseller information are missing Partner information.  User Impact: – Partners, Distributors, Customers – Missing or wrong Partner information impacts the Partner from viewing or accessing the entitlements in PLDS.  Resolution: – The order must be corrected to reflect the partner information on Indirect orders Purchasing Company in PLDS = Distributor Business Partner in PLDS = Business Partner – Once corrected, non-activated entitlements in PLDS will automatically be updated. However, if the licenses have already been activated, PLDS Support must be enlisted to correct.  Work Around: – To check for proper ordering parties, when Viewing Entitlements in PLDS select the Advance Search option and enter the SAP order number to ensure the parties align with the SAP order. Review the Search for Entitlements job aid for further searching tips.Search for Entitlements – Alternatively, a partner may request Service Coordinator access to access the entitlements. (This is covered in a different section of the presentation.)  Next Steps: – Avaya will continue to work with Partners to ensure data is accurate and clean.

9. 9 Product Licensing and Delivery Ask the Experts Session Data Errors

10. 10 © 2009 Avaya Inc. All rights reserved. Data Issues 1: Use of Duplicate Sold-to's  Issue: – Multiple sold-to’s / FL’s are used for the same physical end-customer location.  User Impact: – Groups impacted: Partners, Distributors, Customers, and Avaya teams – License and support orders using a different sold-to than the host’s existing licenses and software support may result in the user’s inability to find and/or use the ordered entitlements.  Resolution: – Ensure that the FL on the additions order matches the FL of the active licenses on the license host. – Review the Identifying a License Host Owner job aid ensure that all additions and upgrade orders are placed against the correct FL.Identifying a License Host Owner  Work Around: – The order must be changed to reflect the correct FL. A user may find out what FL owns a Host by referring to the Identifying a License Host Owner job aid.Identifying a License Host Owner – Once the order is changed to reflect the correct FL, the update will automatically flow to PLDS on non- activated licenses. – In the very infrequent case that the license entitlements on the License Host reflect an incorrect FL, if you are a Partner or Avaya associate with the correct permissions, you can move the license entitlements on the License Host to the correct FL as long as the destination FL is within the same company, and you have prior customer permission (either through a past sale or through Avaya Access Link ID association) to access the designation FL. Else, contact the PLDS support hotline to assist with this data correction.  Next Steps: – Avaya is working with Master Data owners to ensure that we reduce and/or eliminate the creation of duplicate FL’s.

11. 11 © 2009 Avaya Inc. All rights reserved. Data Issues 2: Use of Inactive Sold-to’s / FL’s  Issue: – Very old and inactive Sold-to’s and/or FL used on license orders  User Impact: – Groups impacted: Partners, Distributors, Customers, and Avaya teams – Orders using inactive sold-to’s will not flow to PLDS. Users will not be able to find ordered entitlements Related symptom: The LAC will not be generated or sent to LAC recipients  Resolution: – Users must enlist PLDS Support to determine if the root-cause issue is related to inaccurate master data. – PLDS support will facilitate the correction of the master data, and if necessary the retransmit of the SAP order to PLDS  Work Around: – All accounts used on orders must be active. Once re-activated, the PLDS team will retrigger the order and ensure that it arrives correctly in PLDS.  Next Steps: – Avaya is working with Master Data owners to ensure that only active sold-to’s and FL’s can be used on orders. This will allow for the COBC to address the inactive sold-to’s at point of order, well in advance of license activation in PLDS.

12. 12 © 2009 Avaya Inc. All rights reserved. Data Issues 3: Incorrect Parent Company Assigned to FL or GAI  Issue: – Sold-to’s, FL’s and GAI’s (partner account used on order) may not be associated to the correct parent company in Avaya Master Data.  User Impact: – Groups Impacted: Partners, Distributors, Customers, and Avaya teams – Partner users may not be able to find or use ordered entitlements when GAI not assigned to Link ID – Sold-to and FL’s with wrong parent company will limit end-customer user access to sold-to’s Related symptom: Customer users will not have ability in Avaya Access to request access to sold-to’s reflected in a different parent company – Sold-to and FL’s with wrong parent company will limit license usage and/or moves between sold-to’s/FL’s Related symptom: When attempting activation, user will not find existing host, as it belongs to a different FL in a different company. When user attempts to correct situation by creating the host from scratch, user will receive error stating “The Host is already being used by another License Host. Please provide a unique Host ID.”  Resolution: – Users must enlist PLDS Support to determine if the root-cause issue is related to inaccurate master data. PLDS support will facilitate the correction of the master data, and if necessary the retransmit of the SAP order to PLDS  Work Around: – In most cases, this issue comes to light because an additions order has the wrong FL. The order must be changed to reflect the correct FL. A user may find out what FL owns the licenses on a Host by referring to the Identifying a License Host Owner job aid..Identifying a License Host Owner  Next Steps: – Review the Identifying a License Host Owner job aid and ensure that all additions and upgrade orders are placed against the correct FL. – Avaya is working with Master Data owners to cleanse this existing data and improve data creation procedures.

13. 13 © 2009 Avaya Inc. All rights reserved. Data Issues 4: Unassigned End-Customer Licenses  Issue: – Some migrated RFA records are not assigned to any end-customer (i.e., “unassigned”), due to lack of end- customer information on the RFA record and related order(s) – Some converted pipeline orders (open orders not used in RFA) are “unassigned” due to lack of end- customer information on the order.  User Impact: – Groups Impacted: Partners, Distributors, Customers, and Avaya teams – Users will not be able to find “unassigned” entitlements when search for “Active or Available” entitlements – User cannot use “unassigned” entitlements until assigned to an end-customer.  Resolution: – Users must enlist PLDS Support to perform the assignment to the correct end-customer.  Work Around: – Search for the entitlements using “Unassigned” status. Assets > View Entitlements will display licenses and support. – Review the Search for Entitlements job aid for complete details on this process.Search for Entitlements – Note: PLDS support must be engaged to assign the end-customer.  Next Steps: – Avaya will continue to Assign records as accurate end-customer data is provided. This will be done with the support of Partners and Customers the in the months and years to come.

14. 14 Product Licensing and Delivery Ask the Experts Session Activation Problems

15. 15 © 2009 Avaya Inc. All rights reserved. Activation Issues 1: Switching Between Standard and Service Mode  Issue: – Users cannot find their customers records, because they were not the selling party to all assets on the customers system.  User Impact: – Partners  Resolution: – The user must have sold to administration rights to the customers FL (Functional Location, Sold-to, Ship- to). Click here to access the delegation of authority form online Click here – The users ID in Avaya Access must be linked to the FL. You can check your profile in Avaya Access to review what FL’s you have access to today.  Work Around: – The user must use the Service Mode in PLDS to access the records they service but did not sell.Service Mode in PLDS  Next Steps: – Avaya will continue to work with Partners to ensure data is accurate and clean. – Since March of 2010, Avaya Access has been directly connected to the customers delegations and feeds PLDS automatically. This has resulted in a very large improvement of this issue.

16. 16 © 2009 Avaya Inc. All rights reserved. Activation Issues 2: Searching Tips  Issue: – Users cannot find their records. Many believe that they must have the LAC (License Activation Code) to access records.  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – Assets can be found by going to Assets > View Entitlements. – Many data elements can be used to find the records. However, the best search criteria options are the Group ID which is the customers FL, and the Sales/Contract # which is the SAP order number.  Work Around: – A user does not need the LAC in order to access a record. The records can be searched by many different criteria's. – Assets > View Entitlements will display licenses and support. – Activations > View Activation Records will display License Hosts and what can be found on them. For License Hosts, the best search criteria is the Host ID which equals the MAC address or VMD (Voice Mail Domain) – Some orphaned records will not have a corresponding Group ID, and some older/converted assets do not reference their corresponding SAP order. These require a special search, performed by an Avaya PLDS support team member. – Review the Search for Entitlements job aid for complete details on this process.Search for Entitlements  Next Steps: – Avaya will continue to allocate orphaned records. This will be done with the support of Partners and Customers who define the record owners in the months and years to come.

17. 17 © 2009 Avaya Inc. All rights reserved. Activation Issues 3: Unique Host ID’s  Issue: – Users are unable to activate license additions onto an existing license host. The root cause is that the end-customer FL on the additions order does not match the FL of the licenses currently active on the license host.  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – Ensure that the Host and the Licenses are always on the same FL.  Work Around: – The order must be changed to reflect the correct FL. A user may find out what FL owns a Host by referring to the Identifying a License Host Owner job aid.Identifying a License Host Owner – You can also update the Host to be owned by the new and correct FL. For this you will need to contact IT and have them transfer the host for you.  Next Steps: – Review the Identifying a License Host Owner job aid and ensure that all additions and upgrade orders are placed against the correct FL. – Avaya is working with the CMDT (Customer Master Data Team) groups to ensure that we reduce and/or eliminate the creation of duplicate FL’s.

18. 18 © 2009 Avaya Inc. All rights reserved. Activation Issues 4: Not being able to Upgrade  Issue: – Users are placing zero dollar orders for upgrades, based on historical processes, and are not finding these codes/entitlements in PLDS for activation and upgrade. – Users also get errors when upgrading a lesser amount of licenses than what is activated on the License Host currently.  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – Do not place zero rated upgrade code orders for PLDS products. All PLDS products, with the exception of CM 6, will have all SSU and Pre-Paid Upgrade entitlements in the system. Therefore the product teams did not build zero rated codes into PLDS, which is why you do not find them when you place these types of orders in SAP. – When upgrading a lesser amount than the total licenses currently on a license host, you must first deactivate the appropriate amount of licenses to match the quantity being upgraded. Review the Deactivating Licenses job aid for instructions. Deactivating Licenses  Work Around: – Simply upgrade your customer when ready, if they have SSU and/or Pre-paid upgrades for the products in question, PLDS will know that the customer is upgradable and if the product is as well, you will be able to upgrade without a zero dollar order. – For details on how to upgrade a customer review the Upgrading in PLDS job aid.Upgrading in PLDS – For details on how to upgrade CM 6 and what are the special requirements for this specific product in PLDS, review the Migrating and Upgrading CM 5 and earlier from RFA to PLDS job aid.Migrating and Upgrading CM 5 and earlier from RFA to PLDS  Next Steps: – Avaya product teams are communicating new upgrade processes for their products as they migrate to PLDS and as they offer new releases for upgrade.

19. 19 © 2009 Avaya Inc. All rights reserved. Activation Issues 5: Not being able to Activate due to Product Rules  Issue: – Users are unable to successfully activate being that they are not following product licensing rules. – Each product is not created equally. It works and must be implemented uniquely. This means that a PLDS user must have pre-requisite knowledge of the products being licensed. – Some examples are: You cannot activate different versions of the same product on the same License Host. If the License Host has MM 3.0 you cannot add MM 5.0 licenses onto the same License Host. You cannot activate TTS licenses on a Host that does not currently have ports. The ports must be activated first/at the same time. You must understand compatibility requirements like: AES R4 – CVLAN R9 and AES R3 – CVLAN R10  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – Review product documentation prior to attempting to license and use PLDS in support of a specific product. – Review the error messages that PLDS will display and correct the issue accordingly.  Work Around: – Leverage Avaya Services if you are unfamiliar with the product and are running into error messages in PLDS that are specific to product licensing rules. – To contact Services call 877-295-0099 or 866-282-9266. Click here for international support centers.Click here  Next Steps: – PLDS Activation Record emails include links to the product documentation. – PLDS training will include a Pre-Requisite slide for all users specifically customers, which outlines the importance of understanding product prior to using PLDS.Pre-Requisite slide

20. 20 Product Licensing and Delivery Ask the Experts Session PLDS Access & Downloads

21. 21 © 2009 Avaya Inc. All rights reserved. Access Issues 1: PLDS Role Request  Issue: – User does not have access to PLDS, or is redirected to a ‘User is not registered for PLDS’ page – User is registered to the wrong partner/customer  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – For Partners, Distributors and Customers PLDS access is requested in SSO/Avaya Access either as part of initial SSO/Avaya Access registration request, or requested as an additional application after SSO/Avaya Access registration is completeSSO/Avaya Access PLDS access is automatically granted immediately when the SSO/Avaya Access registration is approved/completed or when subsequently requested as an additional application If SSO/Avaya Access registration is incomplete, check for the registration completion email and follow the instructions If SSO/Avaya Access registration is pending approval, check with your company’s SSO/Avaya Access administrator (or call the Help Desk if there is none) If PLDS access is not immediately granted on registration completion/approval or subsequent additional application request call the Help Desk If user is registered to the wrong partner/customer, call Help Desk – For Avaya associates PLDS access is requested via ITSS and will follow an approval processITSS  Work Around:  Next Steps:

22. 22 © 2009 Avaya Inc. All rights reserved. Download Related Issues 2: Download fails when software file is large  Issue: – Users using Microsoft Internet Explorer when downloading software files in excess of 1.3ish GB  User Impact: – Groups impacted: Partners, Distributors, End Customers, and Avaya teams  Resolution: – If user is using Microsoft Internet Explorer please use Mozilla Firefox Web Browser when downloading large software files from the PLDS. – If the Mozilla Firefox Web Browser is being used and issue still exists please contact the Avaya Help Desk and provide details regarding your experience. These detail should include: Product name and version Download name Download ID number – Avaya Associates shall report this issue via ITSS and provide the data listed above  Work Around: – Use Mozilla Firefox Web Browser when downloading large files.  Next Steps: – Avaya is working with the vendors to provide a download manager that is not dependant on web browsers. This fix is planned to be implemented in January 2011

23. 23 © 2009 Avaya Inc. All rights reserved. Download Related Issues 3: Download error during the initiation stage of the download  Issue: – Download errors out during the initiation stage of the download  User Impact: – Groups impacted: Partners, Distributors, End Customers, and Avaya teams  Resolution: – Download is configured incorrectly within the PLDS.  Work Around: – Partners, Distributors, or End Customers – call the helpdesk and request to have an Avaya trouble ticket opened. The following data must be included on the trouble ticket: – User name – User email address – Product name & version – Software name – Download ID number – Avaya Associate must complete an ITSS ticket with the data listed above included.  Next Steps: – Avaya continues to work with product team to ensure download links are configured correctly within the PLDS – Product teams are asked to test each download added to the PLDS to ensure the download link is configured correctly

24. 24 © 2009 Avaya Inc. All rights reserved. Download Related Issues 4: User not able to view or download entitled software via the PLDS  Issue: – User not able to view or download entitled software via the PLDS.  User Impact: – Groups impacted: Partners, Distributors, Customers, and Avaya teams. – User is associated to wrong company or does not have the right SoldTo against their Avaya access profile – Entitlements not flowing from SAP to the PLDS  Resolution: – For user not associated to your own SoldTo, user can go to the Avaya Access at https://sso.avaya.com and in your user profile select “View SoldTo Profile” where you can request access to your own SoldTo.https://sso.avaya.com – Partners shall enlist the Avaya Help Desk, to determine if the root-cause issue is associated with the way the user is associated in CMDT, PLDS or if the entitlements are not flowing to the PLDS from SAP If the cause is a association issue PLDS tier 3 or Avaya Access can correct issue If the entitlements are not flowing to the PLDS the PLDS tier 3 team will retriggered the order to transmit the entitlement information from SAP to PLDS. – Partners, Distributors, or End Customers – call the helpdesk and request to have an Avaya trouble ticket opened. The following data must be included on the trouble ticket: – User name – User email address – Product name & version – Software name – Download ID (if you have it) – Avaya Associate must complete an ITSS ticket with the data listed above included.  Work Around:  Next Steps: – Avaya is working with the CMDT & PLDS groups to reduce the number of miss- associated users.

25. 25 Product Licensing and Delivery Ask the Experts Session Help Desk Support

26. 26 © 2009 Avaya Inc. All rights reserved.  Issue: – Users are unable to report an issue directly to an Avaya PLDS support team member given current coverage hours.  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – Support resources expanded to drive timely issue resolution during the business day hours of 8 am to 8 pm Eastern Standard Time. – An emergency, after hours process has been communicated globally to provide assistance 24 x 7 on critical issues. – Expanded regional business hour coverage.  Work Around (for critical issues 24 x 7): – If the matter is urgent users may: 1. The user can take advantage of a new Out of Hour support model which is in place for specific emergency situations requiring emergency PLDS support, which include the following:Out of Hour support model > A loss of service that is comparable to the total loss of effective functional capability of an entire application > A reduction in capacity or traffic handling capability such that expected loads cannot be handled > Any loss of safety or emergency capability (e.g. 911). 2. For all other issues not listed under #1 (above) please follow the standard Services support process by contacting an engineer at 877-295-0099 or 866-282-9266. Click here for international support centers.Click here  Next Steps: – Expanded support of regional business hours and multi-lingual capability is in progress to deliver Fall 2010. 1. A multi-lingual Tier 1 team will be engaged to handle all ‘quote to order’ issues including PLDS. 2. Tier 2 & 3 resources, trained to handle more complex, solutions that are escalated from Tier 1 support. Help Desk 1: Support Hours

27. 27 © 2009 Avaya Inc. All rights reserved. Help Desk 2: Information Access  Issue: – Users do not know how to report an issue.  User Impact: – Partners, Distributors, Customers, and Avaya teams  Resolution: – Users should call in all PLDS to one of the following numbers: For the USA, please call 1-866-AVAYA IT (+1-866-282-9248) or 303-354-8999. EMEA users should call +44 1483 309800, Canada and CALA users should call +1 720 444 0130 APAC users should call +65 6872 8700 Germany users should call +49 69 7505 1234  Work Around: – Avaya team members are also able to report issues by accessing ITSS and reporting an incident with the PLDS application.ITSS  Next Steps: – Avaya is developing a new Web Ticketing tool for Partners, so that they may report incidents online and not have to call in an issue – this new system will be available in the fall of 2010. – A global, international number will be available for all your Avaya product, services and tools support request needs currently scheduled for Fall 2010.

28. 28 © 2009 Avaya Inc. All rights reserved. PLDS Training – https://support.avaya.com/ > Tools > Manage Licensing > PLDS > PLDS Overview and Job Aids for Avaya Partners/Associates https://support.avaya.com/ – To obtain a copy of this presentation follow the path above and: Select Avaya Product Licensing and Delivery from the left hand navigational pane > Review Related docs