GSD SIEBEL QUICK REFERENCE GUIDE
SMB & ECG Annuity & MACs SMB Product (Except IPO) TELESALES ANNUITY (TA) in TAMPA
Call Backs to TA: 1. Create Opportunity
*Note that all Enterprise and IP Office product as well as Named/GAO (Strategic) & Dedicated accounts should be inputted through the GSDRemote QRF: http://qrffso.avaya.com/gts.aspx, not through Siebel. 2. Name field: input “GTS”
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Warm Transfer to TA: 1. Create Opportunity
*Note that all Enterprise Product, Named, GAO (Strategic) & Dedicated accounts cannot be warm transferred to TA. You must input the lead through the GSD-Remote QRF: http://qrffso.avaya.com/gts.aspx. 2. Source field: choose one of the following based on customer needs:
SMB Product: US-GTS-SMBPROD SMB Maintenance: US-GTS-SMBMTC SMB Moves, Adds or Changes: US-GTS-SMBMAC ECG Maintenance: US-GTS-ECGMTC ECG Moves, Adds or Changes: US-GTS-ECGMAC
3. Source field: choose one of the following based on customer needs:
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3. Call Tampa at 888-304-7201
SMB Maintenance: US-GTS-SMBMTC SMB Product: US-GTS-SMBPROD SMB Moves, Adds or Changes: US-GTS-SMBMAC ECG Maintenance: US-GTS-ECGMTC ECG Moves, Adds or Changes: US-GTS-ECGMAC
4. Description or notes field - add comments including customer needs and contact name & phone #
4. Description or notes field - add comments including customer needs and contact name & phone # 5. Sales Team field: Add the CE’s Siebel ID 6. Name field
Follow naming convention of “GTS – xxxxxxxx” (copy CE’s Siebel ID from Sales Team field ) ie: GTS – BASS”
7. Give CE the “Opportunity Tracking Number” (OTN) 8. Transfer customer
Telesales Annuity in Tampa 1-888-304-7201 – VDN: 52840
Prompt 4: For all GTS Sales Referrals
Sub-prompt 1: To inquire about a new maintenance agreement or add new maintenance agreement (if it’s an order-call ATL) Sub-prompt 2: Product sales (all SMB equipment other than IP Office) Sub-prompt 5: To make a change to existing maintenance agreement
GSD Siebel Quick Reference Guide Version 1.5 Avaya Inc., Proprietary Information, Internal Use Only
Lisa Schoenrock, Annuity Marketing Nov 12, 2007
Where to refer specific needs:
Customer or GTS Need: TA in Tampa VDN: 52840 888-304-7201 GCCC VDN: 07187 800-328-7833 OTHER
To send a sales referral opportunity Prompt 4
(excluding ECG and IP Office product)
To verify maintenance for an existing customer To verify orders (such as MAC) For all Billing For Tech Go Backs Definity or Intuity Product Dedicated, Named/Strategic Accts Refurbished Product
Prompt 2 Prompt 1 Prompt 3 GCCC GCCC GCCC Input into QRF for callback. Authentic Avaya. See below.
GSD Siebel Quick Reference Guide Version 1.5 Avaya Inc., Proprietary Information, Internal Use Only
Lisa Schoenrock, Annuity Marketing Nov 12, 2007