Presentation on theme: "Technical Support/Customer Service Training"— Presentation transcript:
1 Technical Support/Customer Service Training ATLONA TECHNOLOGYTechnical Support/Customer Service Training
2 Atlona has been in business for 8 years, starting with OEM projects Orange Iguana?!Both male and female Iguanas develop an orange coloration during mating season to display dominance over the rest of the pack. The ones that are the “alpha” or the best of the best stay orange all year long.Atlona has been in business for 8 years, starting with OEM projects3.5 years ago, Atlona designed it’s own product market34 people on staff, with 5 engineersCaptured large market share in a variety of markets, such as: Broadcast, Pro AV, Retail and OEMIntroduce solid innovative products into the marketAtlona provides solutions typically missing in most AV systems
3 Atlona vs. competitionAtlona has been consistently first to market without sacrificing quality or using the field to test new productsMost of our products are priced mid-range compared to similar products from competition Atlona Technologies is a dynamic manufacturing company poised on the leading edge of Audio Video technology.
4 Technical supportTechnical support services attempt to help the user solve specific problems with a product(s).Educate the customer while trouble shooting.Provide High product knowledge while trouble shooting.Provide a solution for customer in a timely fashion.Be Pro-Active with the customer.Re-establish their confidence in ATLONA products.
5 Customer Service“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.“Provide assistance for customer inquires regarding all operations of ATLONA.Direct the customer to the correct department.Ensure High quality customer service.“Treat the Customer how you would like to be treated!”Always Close, By asking if all there questions were answered, and if their all their problems were resolved today.
6 Phone calls and Email(Tech and Customer Service.) Technical SupportCustomer Service**ALWAYS CHECK ALL VOICE MAILS AND S THROUGHOUT THE DAY! ESPECIALLY WHEN YOU ARRIVE, AND WHEN YOU DEPART FROM WORK.**
7 Review technical/customer service support Technical SupportCustomer Service SupportTechnical support services attempt to help the user solve specific problems with a product(s).Educate the customer while trouble shooting.Provide a solution for customer in a timely fashion.Re-establish their confidence in ATLONA products.Provide assistance for customer inquires regarding all operations of ATLONA.Direct the customer to the correct department.Ensure High quality customer service.“Treat the Customer how you would like to be treated!”Always Close, By asking if all there questions were answered, and if their all their problems were resolved today.
8 Product Training: Over View of AV knowledge and Terms Atlona TechnologyProduct Training: Over View of AV knowledge and Terms
9 EDIDEDID stands for Extended Display Information Data. This is the data contained on each DVI display or HDMI sink.The source device checks the display’s DVI or HDMI port for the presence of an EDID prom and uses the information inside to optimize the output video and/or audio format. All sink devices compliant to the DVI or HDMI specification must implement EDID.
10 DDCDDC stands for Display Data Channel. In a video system, the vast majority of information flow occurs from a source to a sink where the video and/or audio travels. DDC provides a back channel from the sink to the source to indicate events like hot-plug. In addition, it allows the sink to communicate its display output capabilities back to the originating source device. Without this feature, devices like graphics cards or DVD players would have to guess at what video/audio formats a display would like to see. The DDC specification is currently at rev DDC-CI and is available from VESA (www.vesa.org).
11 HDMIHDMI:HDMI (High-Definition Multimedia Interface) is a compact audio/video interface for transmitting uncompressed digital data. It represents a digital alternative to consumer analog standards, such as radio frequency (RF) coaxial cable, composite video, S-Video, SCART, component video, D-Terminal, or VGA.
12 DVIThe Digital Visual Interface (DVI) is a video interface standard designed to provide very high visual quality on digital display devices such as flat panel LCD computer displays and digital projectors.It is designed for carrying uncompressed digital video data to a display. It is partially compatible with the High-Definition Multimedia Interface (HDMI) standard in digital mode (DVI-D), and VGA in analog mode (DVI-A).
13 VGAVGA: Video Graphics Array (VGA) refers specifically to the display hardware first introduced with the IBM PS/2 line of computers in 1987, but through its widespread adoption has also come to mean either an analog computer display standard, the 15-pin D-subminiature VGA connector or the 640×480 resolution itself. While this resolution was superseded in the personal computer market in the 1990's, it is becoming a popular resolution on mobile devices.
14 COMPOSITECOMPOSITE: Composite video is the format of an analog television (picture only) signal before it is combined with a sound signal and modulated onto an RF carrier.It is usually in standard formats such as NTSC, PAL, and SECAM. It is a composite of three source signals called Y, U and V (together referred to as YUV) with sync pulses. Y represents the brightness or luminance of the picture and includes synchronizing pulses, so that by itself it could be displayed as a monochrome picture. U and V represent hue and saturation or chrominance; between them they carry the color information.
15 COMPONENTComponent video is a video signal that has been split into two or more components. In popular use, it refers to a type of analog video information that is transmitted or stored as three separate signals.Component video can be contrasted with composite video (NTSC, PAL or SECAM) in which all the video information is combined into a single line-level signal. Like composite, component-video cables do not carry audio and are often paired with audio cables.
16 S-VIDEOSeparate Video, more commonly known as S- Video, also called Y/C, and sometimes incorrectly  referred to as Super Video, is an analog video signal that carries video data as two separate signals: luma (luminance) and chroma (color).This differs from composite video, which carries picture information as a single lower-quality signal, and component video, which carries picture information as three separate higher-quality signals. S-Video carries standard definition video (typically at 480i or 576i resolution), but does not carry audio on the same cable.
18 RESULUTIONS FOR TELEVISONS High-definition video or HD video refers to any video system of higher resolution than standard- definition (SD) video, and most commonly involves display resolutions of 1,280×720 pixels (720p) or 1,920×1,080 pixels (1080i/1080p).Standard-definition television (or SDTV) is a television system that has a resolution that meets standards but not considered either or neither enhanced-definition television (EDTV) or high- definition television (HDTV).
20 Fiber opticsAn optical fiber is made up of the core (carries the light pulses), the cladding (reflects the light pulses back into the core) and the buffer coating (protects the core and cladding from moisture, damage, etc.).
24 CABLES Single and Dual Link DVI “Twisted pair” cable construction DVI/Plenum Dual Link DVIAT-14010Single and Dual LinkDVI “Twisted pair” cable constructionUL and CL2 ratedHigh-Density triple shielding for maximum rejection of EMI and RFIATP-14009L-15ATD-14010L-15
25 Cables Bi-Directional 24k Gold Plated UL CL2 Rated DVI TO HDMI/HDMI TO DVIBi-Directional24k Gold PlatedUL CL2 RatedSupports 1080p/1920x1200AT
26 CABLES DISPLAYPORT MINI-DISPLAYPORT Full digital audio signal, and supports HDCP AND DPCP24k Gold plated connectorsROHS RatedUL CL2 CertifiedSupported Resolutions: HDTV (all resolutions up to 1080p) Computer: (all resolutions up to WQXGA 2560x1600)Max. Resolution: up to 3840x2160Display Port type: 1.2 the latestConnects Many New Apple laptop or Desktops to monitors with mini display port.
27 CablesVGAVGA TO DVIHDTV Compatible ( max resolution 1080p ) PC or MAC Compatible ( max resolution WUXGA 1920x1200) 24k Gold Plated RGB ( VGA ) connectors10mm PVC jacket CL2 rated ( covered with nylon sleeve ) UL ( CL2 ) and RoHsHDTV Compatible ( max resolution 1080p ) PC or MAC Compatible ( max resolution UXGA 1920x1200) 24k Gold Plated RGB ( VGA ) connector 24k Gold Plated RGB ( DVI-A ) connector10mm PVC jacket CL2 rated ( covered with nylon sleeve ) UL ( CL2 ) and RoHs
28 CABLES VGA - RGBHV(BNC) VGA-COMPONENT RGBHV definition: Red, green, blue, horizontal, and vertical sync.HDTV Compatible ( max resolution 1080p ) PC or MAC Compatible ( max resolution 2048 x 2048) Five BNC male to RGB ( VGA ) male 24k Gold Plated BNC connectors 24k Gold Plated RGB connectorUsable in opposite direction.RGBHV(BNC) TO VGA.HDTV Compatible ( max resolution 1080p ) Triple RCA male to RGB male 24k Gold Plated 8-cut RCA connectors 24k Gold Plated RGB connector9mm PVC jacket CL2 rated ( covered with nylon sleeve ) UL ( CL2 ) and RoHs
29 CABLES COMPONENT COMPOSITE Most common and the most universal connection that can be found in every home theater system.Triple RCA male to Triple RCA male 24k Gold Plated connectorsUL standard rated CL2 standard ratedA/V cable is specially designed to transfer analog video signal.24k Gold Plated connectorscomposite audio/video cables in our ULTRA SERIES have the following advantages: 1) Higher Density Shielding; 2) Higher Purity conductors; 3) Nylon Sleeve; 4) UL CL2 rating.
30 CABLESS-VIDEOSCARTPrimarily used to interconnect video equipment like S-VHS players, DVD players, TV’s, audio/video receivers, cable and satellite receivers and any other type of equipment that can use this connection.UL standard rated CL2 standard rated24K Gold Plated connectorsExclusively for our European customers our top end, SCART to SCART, triple shielded cable with Gold connectors.Ideal for connecting DVD players, VHS players, satellite and cable boxes, LCD's, projectors, Plasma displays, HDTV's and much more.24k gold plated connectors Oxygen Free Copper conductor cable
32 Analog StereocablesCoaxialSpeakerSubwooferOptical6-Channel
33 CABLES XLR TO XLR CABLES 8-CHANNEL SNAKE CABLES SPEAKON CABLES PRO AUDIOXLR TO XLR CABLES8-CHANNEL SNAKE CABLESSPEAKON CABLESADAPTERS
34 PRODUCT TRAINING: Adapters and Connectors ATLONA TECHNOLOGYPRODUCT TRAINING: Adapters and Connectors
35 ADAPTERS AND CONNECTORS HDMI AND DVI24k Gold Plated DVI-DHigh-Purity single- strand Copper conductors 100% Aluminum/Mylar shield2 Nuts on the each DVI side of the adapter to secure adapter to the cable
36 ADAPTERS AND CONNECTORS DISPLAYPORT/MINI DISPLAY PORTDisplay Port type: 1.2 the latestdesigned for connecting Apple Computers/Monitors to Dell/HP Computers/Monitors. 1920x1200 or 1080p- 3840x2160
37 ADAPTERS AND CONNECTORS VGACOMPONENTPanel Mount screw threadsVGA female to VGA femaleHigh Quality, VGA coupler. 15-pin (female) to 15-pin (female).Gold Plated Triple RCA female to Triple RCA female Color coded to Red/Green/Blue (RGB)Gold RCA coupler. RGB style. Triple RCA (female) to triple RCA (female)
38 Adapters and connectors BNCRCAAtlona's BNC connector is a perfect solution for those who want to make custom cables. Great quality gold plated BNC connector is designed to work with any type of RG6, RG59 or RG58 wire.Solder Type Gold Plated24K Gold Plated ConnectorHigh Quality. Gold RCA coupler. Triple RCA (female) to RCA (female)Gold PlatedTriple RCA female to Triple RCA female
45 Switchers, splitters, amplifiers HDMI3D CAPABLEHDMI 1.3HDCP COMPLIANTSUPPORT 1080PCAN RUN OFF CAT5/6 EXTENDERS.PASSIVE AND ACTIVEMATRIX CAPABLE
46 Switchers, splitters, amplifiers DVISupport High Resolution up to 1920x1200Audio capableMatrix capable
47 Switchers, splitters, amplifiers VGARGBHVPasses High resolutions 1600x1200With or Without AudioMatrix ableBNC Connections availableCompatible Formats: RGBHV, YPrPb, RGB, Composite
48 Switchers, splitters, amplifiers COMPONENTCOMPOSITESupport High Definition up to 1080pDigital AudioCompatible with PAL, SECAM AND NTSC.Matrix ableHigh Video Bandwidth!Carries signal to very long distances.Compatible with PAL, SECAM AND NTSC.Audio available as wellMatrix able
49 Switchers, splitters, amplifiers S-VIDEOBNCVery high resolutions up to 1080pMatrix ableHigh Band WidthBNC Female connections
50 Switchers, splitters, amplifiers 3g/HD/SD SDIHigh Band WidthSynchronizes input and outputAudio support available
51 Switchers, splitters, amplifiers MINI DISPLAY PORTSupports resolutions up to 2560 x 1600Supports EDID switching and settingsAudio with USB
54 EXTENDERS PASSIVE AND ACTIVE EXTEND WITH CAT5/6/7 HDMI AND DVIPASSIVE AND ACTIVEEXTEND WITH CAT5/6/7HIGH RESULTION UP TO 1080PLONG DISTANCE RUNSAUDIO AVAILABLE
55 EXTENDERS PASSIVE AND ACTIVE EXTENDS RESULTIONS UP TO 1920X1200 VGAPASSIVE AND ACTIVEEXTENDS RESULTIONS UP TO 1920X1200AUDIO AVAILABLE
56 EXTENDERS PASSIVE AND ACTIVE COMPONENTCOMPOSITEPASSIVE AND ACTIVESupports component composite video and L/R stereo audioLong Transmission distancesAUDIO CAPABLEPASSIVE AND ACTIVEEXTENDS VIDEO TO LONG RUNSAUDIO CAPABLE
57 EXTENDERS Long distance up to 10 KM. L-C Type fiber optic 3G/HD/SD SDIRS232Long distance up to 10 KM.L-C Type fiber opticHigh ResolutionsExtend RS232 signal up to 825 ft.
58 extenders FIBER EXTENTION AVAILABLE TO! Mini Display PortFIBER EXTENTION AVAILABLE TO!VGA, DVI, 3GSDI, AND Much more!Extends Mini display port up to long distances.Supports High Resolution
59 Product Training: Converters and Scalers Atlona technologyProduct Training: Converters and Scalers
60 Converters and scalers PC TO TVPAL AND NTSCDisplay VGA signal to TV’SHigh resolutions up to 1080pWireless and WiredAudio availableScales PictureConvert PAL to NTSC or NTSC to PALSupports High resolutionScales picturesAll sorts of connections
61 Converters and scalers AUDIO ONLYMini Display PortConvert optical to coaxialConvert analog to digitalConverts DVI signal to Mini Display PortConverts HDMI to Mini display portScales picture.
62 Converters and scalers HDMIDVIConverts and scales different signals to HDMI.Passive and ActiveSupports High Resolution up to 1080pConverts and scales different signals to DVI.Supports High Resolutions
63 Converters and scalers VGACOMPONENTSUPPORTS HIGH RESULTIONCONVERTS DIFFERENT SIGNALS TO VGAAUDIO CAPABLESUPPORTS HIGH RESULTIONCONVERTS DIFFERENT SIGNALS TOCOMPONENTAUDIO CAPABLE
64 CONVERTERS AND SCALERS 3G/HD/SD-SDISupports 1080PHDCP compliant on some models*Extremely fast conversion
68 3D CAPABLE SUPPORTS 3D CONTENT Passive and Active 3D HDMISUPPORTS 3D CONTENTPassive and ActiveHigh resolution and quality
69 SIGNAL GENERATORGENERATORAtlona Technologies AT- 3GSDI500 3G/HD/SD-SDI Pattern Generator is an advanced SDI pattern generator with multi- format (3G/HD/SD) and multi-pattern support. Besides still and moving video test patterns, other features such as audio (SMPTE-291M) are also provided.
70 DISPLAYDISPLAYSUPPORTS 1080PEDID MEMORYHDMI 1.3BBUILT IN SPEAKER