1. EMEA Business Partner Workshop Module I: EMEA CSC General Overview
EMEA Customer Support Center

2. Workshop Agenda Day 1
09:30 – 09:45 EMEA Business Partner (BP) Workshop Day 1 Opening
09:45 – 11:00 Module I: EMEA CSC Overview EMEA CSC Introduction, Operations (Ops) Structure, Operating Model, Contacting EMEA CSC, Required IDs & Passwords, Avaya Learning Center, EMEA BP Program, Avaya Satisfaction Program, EMEA CSC Support Functions Overview
11:00 – 11:15 Break
11:15 – 12:15 Module II: EMEA Order Management (Mgt) Methods of Placing Orders, Product Lead Times, Order Management Documentation
12:15 – 13:00 Lunch
13:00– 14:30 Module II: EMEA Order Management (Cont’d) Global Trade Compliance, Order Management Applications (Incl. Demonstration of VPN/ARA, PLAT, ASD, Online Ordering Tool), Pre-Sales Support, Online Order Tracking
14:30 – 14:45 Break
14:45– 16:00 Module II: EMEA Order Management (Cont’d) Order Change Policies (Change/Hold/ Cancellation/ Expedite), Sales Out Reporting, Reverse Logistics: Claims, Repairs
16:00 – 16:15 Module II: Other Support Functions (in brief) Post-Sales & Remote Technical Support (RTU & RFA), Partner Support Services, Contract Management, Credit & Collections, Billing
16:15 – 16: 30 Close, Q&A

3. To address Specific Requirements
Workshop Agenda Day 2
MODULE III
One to One Session
To address Specific Requirements
Hands on session with Subject Matter Experts
Customer Support Associate (CSA) &
EMEA CSC BP Helpdesk Specialist
Operational support on order handling/order management, review of order management requirements or outstanding questions
Technical/installation support and in-depth training on applications (ASD, PLAT, VPN), enrollment support for various applications (access issues)

4. EMEA BP Workshop Modules
Business Partner (BP) Orientation Workshop
Module I:
EMEA CSC General Overview
Module I: EMEA CSC General Overview EMEA CSC Introduction, Structure & Operating Model, Contacting EMEA CSC, Required IDs & Passwords, BP Program, Avaya Satisfaction Program, EMEA CSC Support Functions
Module II: EMEA Order Management & Other Support Functions Methods of Placing Orders, Product Lead Times, Order Management Documentation, Global Trade Compliance, Order Management Applications (Incl. Demonstration of VPN/ARA, PLAT, ASD, Online Ordering Tool), Pre-Sales Support (ATAC ExchangePlace), Online Order Tracking, Order Change Policies (Change/Hold/ Cancellation/ Expedite), Sales Out Reporting, Reverse Logistics: Claims & Repairs In brief overview of: Post-Sales & Remote Technical Support (RTU & RFA), Partner Support Services, Contract Management, Credit & Collections, Billing
Module III: Hands on session with Subject Matter Experts (SMEs - Customer Support Associate (CSA) and EMEA CSC BP Helpdesk Specialist) Operational support on order handling/order management; Technical/installation support and in-depth training on applications (ASD, PLAT, VPN) incl. enrollment support for various applications.
Module II:
EMEA
Order Management & Other Support Functions
Module III:
Hands On Session with SMEs

5. Module I Objectives
Understand the features and services of the EMEA Customer Support Center (CSC)
Identify ways of interaction between you and the EMEA CSC and required IDs and passwords
Get insight into the EMEA CSC structure and model
Obtain high level information about Avaya EMEA Business Partner Program
Learn to navigate the EMEA Business Partner Portal and Avaya University (Avaya Learning Center) web site
Become familiar with the Avaya Satisfaction Program

6. Avaya At A Glance
Avaya, a Leader in Business Communications Enabling Business, Large and Small, to Communicate and Compete
A century of experience and innovation
No. 1 in IP telephony, contact centers, mobility solutions, and PBX maintenance services*
Avaya Labs, a leader in communications software: 3,000 patents/applications
More than 2,500 Business Partners globally and million customers - 90% of Fortune 500®
20,000 employees in 50 countries
Systems
Services
Applications
Avaya Customer
Value
It’s important to make sure that you have a solid understanding of who we are – after all, the name Avaya has existed only since 2000.
First there was AT&T, which spun off Lucent Technologies in Lucent, in turn, spun off Avaya to focus on the Service Provider market in 2000.
We focus almost exclusively on the enterprise market, bringing to the table generations of excellence in connecting businesses and the public sector with their customers and with one another.
Our research organization, Avaya Labs, started with a core group of people from Bell Labs, and we hold fundamental patents in voice mail, IVR, skills-based call routing, unified communication, CTI, audio conferencing, virtual LAN.
…customer path, pace and choice
* From, respectively, Synergy 2Q’05, Frost & Sullivan ‘04, InfoTech ’05, MZA ‘03, InStat/MDR‘03, Radicati ‘04, InfoTech ‘05 ,

7. Avaya in EMEA More than 1,000 Business Partners
Developing partnerships with leading Service Providers and Global Systems Integrators
>7,000 Avaya associates
29 countries, nearly 60 local sites
Three Centres of Excellence and 12 country-level Technical Support Centres

8. EMEA CSC Vision & Mission
Vision: Make Avaya a partner that is: easy to do business with in a competitive market
Mission: To consistently provide best in class support to our Customer Base, through Reliability, Diversity and Integrity and as a Valued Partner of the EMEA Business Community

9. EMEA CSC Priorities
Customer engagement: simplify the way we serve our customers – internal and external
Business performance: Excellent execution to the targets of a balanced scorecard of X-functional Key Performance Indicators
People: Continue to develop the EMEA CSC highly motivated and highly performing team to align to increasing customer expectations

10. EMEA CSC Scope
At your service, located in Rijswijk, The Netherlands (area of The Hague)
Support to Business Partners (BPs) in Europe, Middle East and Africa (EMEA)
Order fulfillment and country Sales Ops Centers support for Direct business in EMEA
Operations support to all Enterprise Communications Group (ECG) products (CSD, Appliances and Applications) and SMBS (Small Medium Business Solutions) Business Groups
Language support in 6 European languages
Business Partner
Support
EMEA
Region
Support
Avaya
Product
Portfolio Support
Multilingual
Support

11. EMEA CSC Support Languages
EMEA Customer Support Center
Rijswijk, The Netherlands
English
Deutsch
Русский
Français
Español
Italiano

12. EMEA CSC Employees Facts
Representatives of 34 Countries:
21%
44.1%
Australia – Belgium – Brazil – Chile – Comoros Islands – Denmark – Egypt – Finland – France – Germany – Hungary – India – Israel – Ireland – Italy – Jordan – Lebanon – Lithuania – Malta – Netherlands – Nigeria – Norway – Poland – Russian Federation – Senegal – Sierra Leone – Slovakia – Spain – Switzerland – Turkey – Venezuela – Ukraine – United Kingdom – United States of America
University
Bachelor
Other
34.9%
Currently 92 employees
Education

13. EMEA Organization (Level 0)
Carlos Sartorius
President, EMEA
GERMANY
Sales & Services
Hans-Jürgen Bahde
High Growth Markets
(NEMO/MENA)
Sales & Services
Roland Richter
UK/IRE/SAFR
Sales & Services
Buddie Ceronie WE
Sales & Services
Helmut Reisinger
Sales Operations
David Ruggiero
EMEA Channels
Pat Hume D
Marketing
Morag Lucey
Channel Management
Elena Kamenskaya
Strategic Accounts
Simon Claringbold
EMEA Care
Steve Gill
EMEA Supply Chain
Dirk Jan Dekker D D D D
Legal Counsel
Michael Beck
Prod Mgmt / R&D
Andreas Von Meyer
zu Knonow
Services
Lars-Ole Hansen IT
Edmundo Ruiz
Finance
Joe Martucci HR
Jeff Mandel D D D D D D F
Dual reporting into another function within EMEA D
Dual reporting into a corporate / US functional group

14. Operations Support Structure
Customer
Avaya EMEA Business Partner
Avaya Channel Account Manager
Avaya EMEA CSC
Avaya Global Services
EMEA Customer Care
Steve Gill
EMEA Supply Chain
Pete Little
EMEA Services
Lars-Ole Hansen
Customer
Contact
Center
Reporting and
Technology
Customer
Master Data
Business
Partner
Support
& Applications
Helpdesk
Order/Materials
Management
(incl. Claims)
Warehouse/
Fulfillment
Warranty
Replacements
Repair
Advanced Parts Replacement
Post-Sales Technical Support
Remote
Technical
Services
Other BP Support Functions: Marketing, Channel Management,
Contract Management, Credit, Billing, Collections
Avaya Back Office Functions

15. EMEA Customer Care Org Chart
Steve Gill
Reporting and Technology
Jim Murphy
Customer Advocacy & Six-Sigma
John Cleghorn
Customer Contact Center
Maxim Stebelev
UK/I/RSA
Sally Gray
HGM
Tatiana
Kharlamova-van Setten
WEE
Chris Anderson
CIC
Uwe Remy
Offer Management/
Order Entry
Juergen Stiefvater
Offer Management/Order Entry
Petra Sanio
Inbound
Holger Kerst
Clearing/Offer Desk
Robin Steinert
Customer Master Data
Rémy Damond
Coach
Sue Guns-Carnes
Data Steward
Agnieszka Pisarek
Luna Cardenas
Nikolina Vasilangos
Aisha de Valk
Data Steward
TBH
Sales Operations Center
Elmar Gasterich
UK/Pan EMEA
Karen Saunders
D-FR-IT-ES
Wolfgang Vospohl
HGM,A,CH
Barbara Grosse-Wichtrup
Benelux
Bart Jan Bok
BP Support
Rémy Damond
Alla van Bommel
Applications Help Desk
Stefano Pespane
Pietro Grande

16. Customer Contact Center Org Chart

17. Customer Contact Center (CCC)
Indirect Channel Business Partners’ single point of contact, including pre-order inquiries, receiving, validating and processing customer purchase orders, order status provisioning, claims acknowledgement
Converting of Sales Quote to Sales Order; providing a clean Sales Order to EMEA Supply Chain Order Management Logistics
General information support and customer service
Maintaining a positive Business Partner relationship
Providing closed loop communications

18. EMEA Customer Master Data
SAP Customer Master Data creation and maintenance for the EMEA Direct & Indirect Channels
PRM master data creation/maintenance for Tier 1 & Tier 2 Business Partners
Partner on-boarding support
ATAC identifier creation
Can be reached at or by dialing the EMEA CSC ONE Number ( menu option ) 1

19. 3 Main EMEA BP On-boarding Phases
Starting point for On-boarding activities
Alignment with the local country strategy
Recruitment Pack is provided to best propose Avaya and attract the partner
Mandatory information obtained to initiate smooth On-boarding Process
Engage
Internal Phase to set up the partner in Avaya systems
No partner involvement, except for contractual activities
Common effort of various Avaya teams
CAM informed about the progress
Process
Final phase of partner becoming LIVE
Welcome Pack is provided and contains details about available Avaya programs and support
BP Welcome in local language with partner Account information
Welcome To Avaya face to face meeting with the BP to ensure clear hand over to the Operations Team
Welcome
EMEA BP On-boarding Portal (for Avaya associates only)

20. Business Partner Support Team
EMEA Business Partner Support: Business Partner (BP) support, BP documentation, BP communications, BP satisfaction monitoring, VOC (Voice Of Customer)
EMEA Business Partner Helpdesk: Avaya applications support (PLAT/ASD/SAP/VPN/ARA/Avaya Direct Enterprise (ADI) Online Ordering Tool /ATAC Exchange Place) and Single Sign On (SSO) Login ID administration

21. Reporting and Technology Support
EMEA Reporting and Information Management: Quantitative analysis, Data communication, Indirect Channel Information Management, Cognos reporting
EMEA System Support: EMEA Operations systems Knowledge Center and support for SAP & Avaya Interaction Center, Order assurance

22. EMEA Supply Chain: Order/Materials Mgt Org Chart

23. EMEA Order Mgt & Claims Org Chart

24. EMEA Supply Chain: Warehouse/Fulfillment Org Chart

25. Order Management & Claims Team
Scheduling of orders
Order management
Picking of Sales Orders
Shipping of Sales orders
Providing order status to Customer Contact Center team via date management in SAP
Validating claims as submitted by customers to the Care organization
Processing orders on SAP and creating return orders for customers
Monitoring returns process and credit of returned goods where appropriate

26. Material Management
Core MRP activities, reviewing MRP output, executing purchase orders based on system output
Maintaining purchase order dates in SAP, follow up with vendors
BTO PO management
Interaction with Goods Receipt team of Distribution Center
Product support

27. EMEA Services
Warranty Replacement: Free of charge replacement or repair of product under Avaya warranty (ECG only)
Repair: Same unit or like unit out of warranty chargeable repair service for all Avaya products (after-installation)
Advance Part Replacement: Advanced part replacement of product for delivery from 4 hours to next working day, in support of service agreement
Post-Sales Technical Support: Advanced post-sales technical support, interface with R&D, consultants & remote field engineers support, system alarm management and advance part replacement for Business Partners with Partner Support Services agreement
Remote Technical Services: Product registration, alarm provisioning, RTU (Right To Use) activation support, RFA (Remote Feature Activation) call receipt and web ticketing support

28. EMEA CSC Functions and Leadership Team
EMEA Business Services/Care
Steve Gill
EMEA Supply Chain
Pete Little
Other Support Functions
Customer
Interaction
Group
Reporting and
Technology
(internal ERP
system support)
Customer
Master Data
Business
Partner
Support
& Applications
Helpdesk
Order/Materials
Management
(incl. Claims)
Warehouse/
Fulfillment
Credit Mgt
Contract
Mgt
Billing
Collections IT
Steve Gill
Maksym Stebelev
Jim Murphy
Rémy Damond

29. EMEA CSC Functions and Leadership Team
EMEA Business Services/Care
Steve Gill
EMEA Supply Chain
Pete Little
Other Support Functions
Customer
Interaction
Group
Reporting and
Technology
(internal ERP
system support)
Customer
Master Data
Business
Partner
Support
& Applications
Helpdesk
Order/Materials
Management
(incl. Claims)
Warehouse/
Fulfillment
Credit Mgt
Contract
Mgt
Billing
Collections IT
Dirk Jan Dekker
Hans Westra
Lorraine Tjon A Tham
Guy van Vianen

30. EMEA CSC Functions and Leadership Team
EMEA Business Services/Care
Steve Gill
EMEA Supply Chain
Pete Little
Other Support Functions
Customer
Interaction
Group
Reporting and
Technology
(internal ERP
system support)
Customer
Master Data
Business
Partner
Support
& Applications
Helpdesk
Order/Materials
Management
(incl. Claims)
Warehouse/
Fulfillment
Credit Mgt
Contract
Mgt
Billing
Collections IT
Selcuk Gulhan
Jeroen Kiers
Madhu Dhandhania
Marcel Winkel

31. EMEA Operating Model EMEA Business Partner Customer Interaction Group
Support Functions
Main
Contact
Reverse Logistics Specialist
UK/IRE/SAFR
Your Customer Support Associate
Supporting Contracts
Main
Contact
Contract Management Specialist
High Growth Markets
(HGM)
Your Customer Support Associate
Supporting Contracts
Customer Master Data
Specialist
Main
Contact WE
Your Customer Support Associate
Supporting Contracts
Credit& Collections Specialists
Supporting Contracts
Main
Contact
GERMANY
Your Customer Support Associate
Supply Chain Mgt Specialist
Supporting Contracts
Business Partner
Helpdesk Specialist

32. EMEA CSC Key Design Features
Integrated processes
Centralized / dedicated customer care point of contact (incl. EMEA CSC ONE Number)
Issue tracking
Access through multiple access methods
Avaya by Example site

33. EMEA CSC Customer Interaction Group E-mail

34. EMEA CSC Contact Numbers
CSC ONE Number
Your Local Phone: Your International Phone:

35. EMEA CSC ONE Number (phone)
Choose one of the following menu options:
Order Management & Order Related Inquires
Claims, Repairs & Advanced Parts Replacement
Repair Requests & Inquires
Advance Parts Replacement Under a Service Agreement
Claims Requests & Inquires
for Post-Sales Technical Support & Services
for Post Sales Technical Support
for Right To Use and Remote Feature Activation Support
EMEA Business Partner Helpdesk
Avaya Applications Support (including ASD/PLAT/ARA & VPNet)
BusinessPartner Program Helpdesk
if you wish to hear the options again 1 2 1 2 3 3 1 2 4 1 2 3

36. Contact Details Department E-mail Day Time (CET)
EMEA Order Management & Customer Service:
Customer Interaction Group :30 AM – 6 PM (EMEA) :30 AM – 7 PM (UK/I/SA )
EMEA Reverse Logistics & Repair:
Reverse Logistics Team (Claims)
Repair & Return Center (Repairs) ECG SMBS
EMEA Support Functions:
Customer Master Data Monday – Friday 9 AM – 6 PM
Credit Management
BP Applications Helpdesk (ASD, PLAT, ARA/VPN, (ADI) Online Ordering Tool & ATAC ExhangePlace)
Business Partner Workshops
Sales Out Reporting (SOR)
Business Partner Program
EMEA Post-Sales Technical Support and Services:
Remote Technical Services (RTS) (RTU Activation, RFA) Saturday – Sunday as requested
Remote Technical Services (RTS) Monday – Friday 7 AM – 7 PM (local) (Post-Sales Technical Support, days a week 24 hours a day APR, Partner Support Services)

37. Required IDs & Passwords Checklist
Generic BP Information:
Customer ID Code is necessary for written/fax communications (a unique 8-digit SAP Sold-To Party code assigned to your company, starting with a “5” i.e )
Link ID is necessary for registration to SSO ID as a Business Partner
Single Sign On (SSO) ID is necessary for accessing number of applications: EMEA Business Partner (BP) Portal, ATAC ExchangePlace, Remote Feature Activation (RFA) Tool, Web Ticketing System, Customer Self Service Tool, BP facing PRM, License Creation File for IP Office, Avaya Business Advisor and Siebel tools
Avaya Learning Center (Avaya University) Logon ID & Password is necessary for obtaining information on training & certification
Order Management Functions:
VPN/ARA Login & Password is necessary for Virtual Private Network (VPN) and Avaya Remote Access (ARA) connections (same Login as for ASD/PLAT but Passwords are different)
ASD/PLAT User ID & Password is necessary for ordering via ASD Configurator and obtaining prices via Price List Administration Tool (PLAT)
Enterprise (ADI) Online Ordering Tool Username & Password is necessary for online ordering (separate for ECG and SMBS products)
Services & Support:
Service Registration Tool ID & Password is necessary for registering Partner Support Services per Site offer (end customer installations that are to be covered by post-sales technical support)

38. EMEA BusinessPartner Portal

39. Avaya University

40. EMEA BusinessPartner (BP) Program Components
Revenue Based
Points received for planning and forecasting
Great business requires great marketing
Points received for a marketing plan
Free Customer Satisfaction Surveys
Points received for every 5 customer surveys completed
Cornerstone to convergence excellence
Points received for different Professional Certification Levels
Core component – must have at least one PA to be Certified
Business
Engagement
Marketing
Support
Customer
Service
Professional
Certification
Product
Authorization
Certification is measured across 5 categories, requirements vary for each partner

41. Two Segments – ONE Program
Enterprise
SMB
If a BP wants to be certified he has to choose based on his focus. If he is focussing on the SMB market and our IP Office and i5 portfolio he should follow the SMB track. If he wants to concentrate on Contact Centers, Messaging and IP Telephony he will take the Enterprise track.
This is a continuation of the existing BP Program recognising our ONE Avaya approach no matter what you are selling. However, we will see in a moment that there are some significant amendments against today, especially for SMB partners. It helps to differentiate if you are focussing on one segment but also supports those that carry both portfolios.
The difference towards 2005 become clear when looking at the path on how to get there…
Focus MultiVantage, Contact Center and Messaging
Focus IP Office and i5

42. Programme Framework and Requirements
Three Levels
Specializations
Avaya Enterprise Partner EMEA
Avaya SMB Partner UK
Avaya SMB Partner EMEA (Excl. UK)
Platinum
3,000 Points
Gold
2,000 Points
Silver
1,000 Points
Authorised
1 x Enterprise PA
1 x SMB PA

43. Avaya Certification Calculator
Interactive and flexible tool: you chose your path to Certification
Helps identify strengths and areas for development
Entire program on one simple page
Easyy to follow scheme: =Silver =Gold =Platinum
Supports ALL Avaya partners and available via the BP Portal

44. BusinessPartner Program Helpdesk
Support for Business Partners and Avaya associates
Contact via telephone, and fax
General inquiries and escalations
Execute Certification Processes
Managing Certification status
Reporting on BP network
Data management for benefits delivery
Response within agreed service levels (80% same day)
BP Program infrastructure design/provision
Certification Calculator - design/build/maintain
Dashboard II including PRM alignment
Revenue reporting & AMF revenue standardisation
Field engagement & training
Can be reached at or by dialing the EMEA CSC ONE Number (menu option , then ) or by fax +44 (0) 4 2

45. EMEA BusinessPartner Guidebook
Fully web-enabled guide of how to engage Avaya EMEA CSC and overview of services offered
Quick insight to important operational policies and procedures
Contains relevant downloadable EMEA CSC forms that are used in day-to-day operations
Enclosure to your Contractual Agreement
Available on the EMEA BP Portal, section Manage my Avaya Relationship/BusinessPartner Programs/ EMEA BusinessPartner Guidebook ( with the possibility of printing in a user-friendly format (upper right corner of the main page)

46. Avaya Customer Satisfaction Program
Avaya Global BusinessPartner Survey:
Sample/Target Audience
Scope: EMEA Business Partners (sample from PRM Database)
Audience: Decision Maker and Operational Contacts
Sample Medium: link to online web-based survey
Survey Period: Ongoing tracking study—monthly data collection, quarterly analysis
Key Content
Key Avaya Performance Areas
Each Performance Area is measured by related sub-attributes
Sub-attributes measure direct customer interactions with Avaya
Key Measurements
10-Point Scale, 1 = completely dissatisfied, 10 = completed satisfied
Linked to Business Processes and future BP Scorecards: Survey validated via Internal and External qualitative interviews
Measures Avaya Performance
Survey Questionnaire:
In 6 European languages for EMEA region: English, French, German, Italian, Russian and Spanish
Avaya Direct Channel Survey (Customer/End User Survey)

47. Closed-Looped BP Satisfaction Process
4. Improve
Use BP satisfaction data to drive business improvements using three approaches:
Work major Avaya initiatives through Avaya Six Sigma teams
Work organizational Avaya initiatives with specific EMEA Process and Business Improvement Teams
1. Listen
BPs and internal stakeholders interviewed to validate drivers of Avaya experience and satisfaction
3. Analyze
Identify top priorities for business and process improvements
2. Measure
Collect feedback from BPs on specific operational metrics and perceptions of the entire Avaya experience

48. Customer Satisfaction Score Target
Based on industry standards performance scores should be at or above 8.0 when the value proposition is relatively high and Avaya will be in the profitable High Return Zone
High
Avaya’s objective:
To receive Customer Satisfaction scores at or above 8.0.
Probability of Multiple Suppliers
Customer Loyalty
High
Return
Zone
$$$
Retention
Low 1 4 5 7 8 10
Dissatisfied
Merely satisfied
Delighted
Source: GCVM
Customer Satisfaction

49. Claims, Repairs & Warranty Replacements
EMEA CSC Support Functions
Customer Care
Credit Management
BusinessPartner
Program Helpdesk
Billing & Collections
Contract Management
& Administration
Avaya in
EMEA
Post-Sales Technical
Support, PSS, APR
Customer Master Data
Claims, Repairs & Warranty Replacements
Pricing Support
BusinessPartner
Helpdesk:
Applications Support
Pre-Sales
Technical Support
Order Management
& Fulfilment

50. EMEA Customer Support Center
Back Up Slides
EMEA Customer Support Center

51. Most Common Abbreviations
ADI – Avaya Direct International
AEP – ATAC ExchangePlace
APR - Advance Parts Replacement
ARA – Avaya Remote Access
ASD – Avaya Solution Designer
ATAC – Avaya Technology And Consulting
AU – Avaya University
AWB – Air Way Bill
BP – Business Partner
BS – Business Services
BTO – Built To Order
CEE Central Eastern Europe
CFG – Configured Items
CIC – Customer Interaction Center
CIF – Cost, Insurance and Freight
CIG – Customer Interaction Group
CIP – Carriage and Insurance Paid
CIS – Commonwealth of Independent States
CMD – Customer Master Data
CMR – Customer Manifest of Road
CSA – Customer Support Associate
CSC – Customer Support Center
CSD – Communications Solutions Division
CTDI Nethouse Services – Avaya Repair Vendor for ECG products
DACH – Germany, Austria, Switzerland
DDP – Delivered Duty Paid
DDU – Delivered Duty Unpaid
DOA – Dead On Arrival
ECG – Enterprise Communications Group
EMEA – Europe Middle East Africa
EPP - Extended Payment Plan
ERP – Enterprise Resource Programming
EU – European Union
EXW – Ex Works
FCA – Free Carrier
HGM – High Growth Markets
HR – Human Resources
INCOTERMS – International Commercial Terms of Delivery
IT – Information Technology
K&N – Kuehne & Nagel (freight forwarder)
MENA – Middle East, North Africa
MRP – Material Resource Planning
NEMO – Northern Europe, Mediterranean and Other
PLAT – Price List Administration Tool
PO – Purchase Order
PP – Piece Part
PRM – Partner Relationship Management
PSS – Partner Support Services
R&D – Research & Development
RFA – Remote Feature Activation
RLT – Reverse Logistics Team
RMA – Return Material Authorization
RTS – Remote Technical Services
RTU – Right To Use
SAP – Systems Applications Processes
SEE – South Eastern Europe
SFS – Same For Same repair
SI – System Integrator
SMBS – Small Medium Business Services
SME – Subject Matter Expert
SO – Sales Order
SOC – Sales Operations Center
SOR – Sales Out Reporting
SOX – Sarbanes & Oxley
SP – System Provider
SSO – Single Sing On
UDPL – User-Defined Price List
UK/IRE/SAR- UK, Ireland, South Africa
VAD – Value Added Distributor
VAR- Value Added Reseller
VAT – Value Added Tax
VOC – Voice Of Customer
VCP – Value in Channel Partnership
VPN – Virtual Private Network
WE – Western Europe
WEDE – Western Europe, German Speaking Countries
3PL – Third Party Logistics

52. Useful Avaya Websites
BusinessPartner Portal (
Content: BP Program, marketing campaigns, tools, product info, downloadable documentation
Access: You must be a registered BusinessPartner to access the BP Portal. Log onto the site, click into ‘BusinessPartner Program’ and you will be prompted to enter login details. Click to Register and complete the form ensuring that you enter:
Your company as a BusinessPartner NOT Customer
You enter your company Link ID (available from the Helpdesk)
When you complete this process, you will be told that you have successfully signed up to SSO (Single Sign On). You now need to request access to the BusinessPartner Portal: Log onto and follow the link to ‘My Profile’
Avaya University (
Content: Training information, including costs, where you can take exams, online assessments, and registration for training and exams
Access: You must be a registered BusinessPartner to access the full range of training information. You can then register on the site for user details. Important:
If you log on and cannot see the ‘Product Authorisation’ section once you have followed the ‘Start Here‘ link, you are registered as a Customer, not a BusinessPartner. Contact the BP Helpdesk to resolve.
If you try to register and you have previously accessed the site through another company, you will need to move your details to your new company. Register with your new address and log in details, then call the AU Helpline on +44 (0) , Option 6 and they will move your records
SMBS EMEA Marketing Website (
Content: Marketing resources, incl. demos, tutorials, localized brochures, access to newsletters
Access: You just have to register, and wait to receive your login ( ) and password