Announcing Customer Manual Recovery Program

2008-07-15

Nortel's Emergency Recovery (ER) team has expanded 30 Minute System outage Recovery (30MSR) and recently implemented a Customer Manual Recovery (CMR) Program. This program provides tools and training to Customers and Partners who have the infrastructure, skills and resources to work outage events before calling Emergency Recovery centers. Prior to implementation CMR was shared with Customers and Partners from around the world for their input and feedback to ensure the program had the right focus and direction.

To further support the program ER has added a dedicated Customer Manual Recovery Leader (effective 4/14/08).

Customers who do not plan to work outages should continue to contact Emergency Recovery within 5 minutes of an outage event (1-800-4Nortel, Option 9).

Outage Milestone graphic

CMR is focused in 3 areas:

Practice and Drills Training (ER engineer led training on outage recovery)
Outage Recovery Decision Trees (Same tools ER engineers use in recovering outages)
Process enhancements, Lunch and Learn training sessions and Quick Win videos

We now have many Outage Recovery Decision Trees posted by product and accessible on the Technical Support web site, including "How to Use" Recovery Tree Training Videos.

We encourage Customers who plan to use the Outage Recovery Decision Trees to review the How to Use training videos and become familiar with the Recovery Decision Trees before using in an actual outage event.

Accessing "How to Use" Recovery Tree Training Videos

Customers and Partners must have a valid Nortel.com UserID* and password and login on the Technical Support web site to view and access this information. If you do not have a Nortel.com login and password please register.

Carrier VoIP "How to use" Recovery Tree Training Video - please download to your desktop and play in Windows Media Player

Enterprise "How to use" Recovery Tree Training Video - please download to your desktop and play in Windows Media Player

Wireless "How to use" Recovery Tree Training Video - please download to your desktop and play in Windows Media Player

* Customers and Partners must be authenticated users of Nortel Products to have access to these Training videos.

Accessing Product Recovery Trees

All outage Recovery Decision Trees will be found under Troubleshooting within the specific product that you select.

Customers and Partners must have a valid Nortel.com UserID* and password and login on the Technical Support web site to view and access this information. If you do not have a Nortel.com login and password please register.

To access Carrier VoIP and Enterprise products select Voice, Multimedia & Unified Communications

To access Wireless products select Wireless Networks

* Customers and Partners must be authenticated users of Nortel Products to have access to these Outage Recovery Decision Trees.

Carrier VoIP Recovery Trees can be found at the following locations:

Applications & Gateways
Centrex IP Client Manager (CICM)
Media Gateway 9000

Carrier VoIP Trunking
Media Gateway 4000

Carrier VoIP Core
Communication Server 2000-Compact
Ethernet Routing Switch 8600 (CS-LAN)
Centrex IP Client Manager (CICM)
Media Gateway 7400/15000
Communication Server 1500
Communication Server 2000
Universal Signaling Point Compact (USPc)
Universal Signaling Point (USP)

Enterprise Recovery Trees can be found at the following locations:

Communication & Application Servers
Communication Server 1000E
Communication Server 1000M Cabinet/Chassis
Communication Server 1000S

Messaging & Conferencing
CallPilot

Wireless Recovery Trees can be found at the following locations:

CDMA Voice Core
DMS-MTX Circuit Switching Platform
Ethernet Routing Switch 8600 (CS-LAN)

CDMA Networks
CDMA Networks

CDMA Access
CDMA Enhanced Base Station Controller (EBSC)
CDMA 2000 1xEV-DO

GSM Networks
GSM Networks

GSM Voice Core
GSM-UMTS Home Location Register
Ethernet Routing Switch 8600 (CS-LAN)
GSM-UMTS Mobile Switching Center Server

GSM Packet Core
Serving GPRS Support Node (SGSN)

As new Outage Recovery Decision Trees are added for additional products Customers can automatically be notified by registering to receive email alerts.

If you have general questions regarding the Customer Manual Recovery Program or are interested in developing Practice and Drills Outage Recovery training opportunities please contact your Nortel Customer Operations Leader.

If you have technical questions or issues using the Outage Recovery Decision Trees please contact Emergency Recovery
at 1-800-4Nortel, Option 9.