Complete Support

Includes Essential & Essential+ Support

Professional Services Support

  • Software Patch/Update Installation for the Following Applications

Contact Center Programming

  • Basic ACD Programming
  • Deluxe ACD Programming
  • EAS ACD Programming
  • Advocate ACD Programming
  • Virtual Routing (LAI and BSR)

Contact Center Reporting

  • BCMR Software
  • Call Management System (CMS)
  • CMS External Call History (ECH)
  • CMS Supervisor
  • CMS Custom Reports
  • Avaya IQ
  • Contact Center 7

Self Service

  • Conversant
  • Avaya IR
  • Voice Portal

Unified Messaging

  • Modular Messaging (MSS/Exchange/Sametime)
  • Call Pilot
  • Message Networking 9 (formerly Interchange)
  • Speech Access (SA)
  • Speech Attendant

Proactive Contact Solutions

  • PCS R3.0 and 4.0

Contact Center Programming

  • Contact Center Express (CCE)
  • Avaya Segmentation
  • Avaya Interaction Center (AIC)
  • Operational Analyst (OA)
  • Avaya CT Server
  • MAP-D DLG/CVLAN
  • CLAN Co-Resident DLG/CVLAN
  • Application Enablement Servers (AES)
  • Contact Center 7

Network Support for Cisco and Avaya Solutions

  • Cisco Wireless
  • Cisco Security (to firewall/VPN family only)
  • Cisco and Avaya Switches
  • Cisco Routers
  • Advanced Parts Replacement Facilitation
  • Remote Move, Add and Change (MAC) and Network Consulting
  • Software Troubleshooting
  • Cisco and Avaya Supported Interoperability and Compatibility Issues
  • Prioritized Cisco and Avaya Incident Escalation

ACM & CS 1000 Advanced Application Support

  • Advanced Administration Support
  • MAPD Co-Resident DLG/CVLAN
  • CLAN Co-Resident DLG/CVLAN
  • DCS
  • Dialing Transparency
  • Firmware Updates
  • Software Patches and Updates
  • QSIG
  • System Audits (does not include PBX security audits)
  • IP Address Changes
  • IP Trunking Additions or Changes

Additional Services

  • Cross University Training
  • Converged Network Support
  • Remote Break/Fix TAC Engineer Support for CPE supported under an Arrow S3 maintenance or service agreement
  • Implementation of applicable software and firmware updates for CPE supported by Arrow S3
  • Expert Application Engineering remote technical support for your Avaya suite of applications

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