Avaya 1120E Notice
Contents
1. Avaya Authorized BusinessPartner Avaya authorized BusinessPartners are responsible for Service Coverage the implementation of this PCN on behalf of their customers Entitlements 2011 Avaya Inc All Rights Reserved All trademarks identified by the or TM are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners2. Trade In Trade Up for New Avaya IP Deskphones For customers who may already be planning a system wide upgrade including purchasing new IP Deskphones Avaya encourages those end customers to consider Avaya s Trade In Trade Up program which provides a defined dollar rebate for any equipment that is traded in when purchasing new Avaya equipment Under the Trade In Trade Up option for end customers experiencing the failures due to the power module issue described in this PCN a per unit credit of 90 00 will apply The intent is to encourage end customers to trade these models in and receive this significant credit that will apply when purchasing new Avaya IP Deskphones In order to be entitled to this per unit credit the customer needs to return their old units to Avaya For further information on the options covered in this PCN contact an Avaya Representative by sending an email to pcush avaya com Please put PCN 1745H as the email subject and include responses to the questions below in the email Customer Specific Information Required In order to identify the best remedy available for your specific customer situation please provide the following customer specific information gt What model of set does the customer have that is failing 1120E 1140E 2007 gt How many total number of units does the customer have working and non working gt How many units have failed to date gt How many of those have a
3. that the orderable code for the box of 96 power modules is changing in the coming months This is for Avaya internal processes only there is no change to the actual power modules or packaging related to the product code change The code for a box of 96 power modules was originally NTYS17PMPP but will be changing upon use up of existing inventory to NTYS17PMPQ Orders for NTYS17PMPP will be substituted with NTYS17PMPQ based on availability The power modules will continue to be shipped in boxes of 96 only due to special packaging This PCN describes the remedies available to end customers with or without service contracts and who may be experiencing an increasing failure rate of earlier vintages of the 1140E 1120E and 2007 IP Deskphones after 4 5 years of use which causes the phone to eventually fail and not power on due to a failure of the internal power module In some cases all the lights on the phone will come on and flash before the phone ultimately fails and will not power on Some customers have reported that they see IP Deskphone failures happen on these older vintages when regular maintenance or system upgrades are performed and the system is taken off line and the IP Deskphones are powered down and then on again Most reports of failure have occurred in customer sites where full Gigabit Ethernet is enabled and both ports on the IP Deskphones are supporting Gigabit network interface Avaya acknowledges that IP Deskphones should
4. shows and describes how to do the hardware rework on the 1120E and 1140E IP Deskphones ftp ttp avaya com incoming Up1cku9 tsoweb 11001200 power_ module _install zip Note that this procedure cannot be completed on the 2007 IP Deskphone The only remedy for customers with 2007 IP Deskphones is to receive a manufacturing rebate that can be used towards the purchase of Avaya products Avaya Remote or On Site Services and or Avaya Authorized Business Partner only End User customers who choose to complete the rework themselves using the separately orderable power modules accept full responsibility if product failures result from the rework activity NA How to determine if your product is affected Required materials If PCN can be customer installed Customers experiencing increasing failures on 1140E 1120E and 2007 IP Deskphones should confirm if the Product Engineering Codes PECs and Release Numbers match those noted in the Does this PCN apply to me section of this PCN To identify the PEC and Release Number on the IP Deskphone see the following labeled diagram of the product label on the back of the unit which shows the different fields on the label CPC Code fil iii il Teh _ Manufacturing ita date yyyy mm dd and week M yyyyww 2D Barcode Hardware Release number Serial Number __ The power modules are orderable in boxes of 96 using Product Engineering Code NTYS17PMPP Quantity
5. A patch installation fails How to remove the patch NA if malfunction of your system occurs SECTION 1B SECURITY INFORMATION Are there any NA security risks involved Avaya Security NA Vulnerability Classification Mitigation NA Material PCN material and Customer options will be provided at the costs noted in this Coverage Product Change Notice Entitlements Option to Purchase Power Module Business Partners can purchase the replacement power modules direct from Avaya to perform the rework of the 1120E and 1140E IP Deskphones for end user customers To order power modules from Avaya Business Partners and Distributors can send a Purchase Order for order code NTYS17PMPP to their Avaya Order Management contact The price for one box of 96 power modules is US 576 00 Note that the orderable code NTYS17PMPP will be changing to NTYS17PMPQ in the August 2014 timeframe and orders will be automatically substituted based on availability On site Hardware Upgrade Option Another recommended remedy for customers is to contact Avaya to schedule an on site hardware upgrade of all existing 1120E and 1140E IP Deskphones at a customer location to be completed by an Avaya contracted technical team This service is available to end customers with and without a service contract on the IP Deskphones Some requirements and restrictions apply to this option including e A minimum charge of 2500 00 per visit for customers with no extende
6. Product Correction Notice PCN Issue Date June 17 2011 Supplement 2 Date June 4 2014 Archive Date Dec 31 2014 PCN Number 1745H SECTION 1 CUSTOMER NOTICE This PCN address issues Earlier versions of the 1120E IP Deskphone 1140E IP Deskphone with the following 2007 IP Deskphone with the Product Engineering Codes PECs products and systems and Release Numbers specified in this PCN Does this PCN apply to me This PCN applies if you are experiencing increasing failures on the IP Deskphones after 4 or 5 years of use or if you purchased 1120E 1140E or 2007 IP Deskphones manufactured before mid year 2008 with the following PECs and Release Numbers NTYSO3AA All Releases NTYSO3ABE6 All Releases NTYSO3AC All Releases NTYSO3ACE6 Release Numbers 1 48 NTYSO3BA All Releases NTYSO3BBE6 All Releases NTYSO3BC All Releases NTYSO3BCE6 Release Numbers 1 48 NTYSO3BBGSE6 All Releases NTYSO3BCGSE6 Release Numbers 1 8 NTYSO3CAE6 Release Numbers 1 17 NTYSO3DAE6 Release Numbers 1 17 NTYSO5AA All Releases NTYSO5ABE6 All Releases NTYSO5AC All Releases NTYSO5ABE6 All Releases NTYSO5ACE6 Release Numbers 1 47 NTYSO5BA All Releases NTYSO5BBE6 All Releases NTYSO5BC_ All Releases NTYSO5BCE6 Release Numbers 1 47 NTYSO5BBGSEE6 All Releases NTYSO5BCGSE6 Release Numbers 1 9 NTYSO5CAE6 Release Numbers 1 14 NTYSO5DAE6 Release Numbers 1 14 NTDU96AB70 All Releases NTDU96AC70E6 All Releases What you should do when you re
7. ceive this PCN Description of PCN No immediate action is required Should you start to experience an increasing failure rate on the 1120E 1140E or 2007 IP Deskphones after they have been in use for 4 or 5 years you should review the information in this PCN and then contact your Business Partner or Avaya to access the remedies available from Avaya There are remedies available for customers with or without service contracts For those customers without a service contract either direct with Avaya or through your Channel Business Partner the options listed within this PCN are open to you Contact your Business Partner or Avaya Representative to access these available remedies For those end customers with a service contract direct with Avaya on the IP Deskphones included within this PCN please contact your Avaya Representative or follow the instructions in this PCN and provide the agent with your Service Contract Number For those end customers with a service contract through an Authorized Channel Business Partner please contact your Channel Business Partner 4 June 2014 Supplement 3 This 3 Supplement to PCN 1745H extends the end date for this PCN to Dec 31 2014 for customers who still need access to the power modules It also provides an update to the Ordering process for the Power Modules which has been made simpler since the product codes have been added to GPPC and no longer require manual Purchase Orders Also note
8. d warranty coverage and who have fewer than 100 units at their location 2500 00 is the minimum cost for a site visit and applies to a customer site visit of 100 phones or less at one location e Some 1140E hardware vintages and all 2007 IP Deskphones cannot be upgraded at the customer site and would not qualify for this on site hardware upgrade service Hardware vintages at the customer site must be confirmed by the customer prior to scheduling the on site visit with Avaya On site service charges will still apply if the hardware vintages cannot be upgraded during the on site visit due to the noted restrictions e This on site service is not offered in all Global Regions e Upon confirmation that site restrictions have been met the end customer purchases the separately orderable PEC code NTYSO1PMOS for the total of all existing units at their site at US 25 per unit either through their Business Partner or direct with Avaya The customer will not be charged for units that do not require the hardware upgrade down to the minimum site charge of 2500 00 e The End Customer provides a contact that can help arrange the dates and details around the customer visit with the Avaya contracted team and provide access for the Avaya contracted team at the customer location For more information on this on site option please contact Paddy Cush Avaya Senior Product Manager at pcush avaya com to confirm if this option is available for your customer
9. ervice disruption Alternatively the on site hardware upgrade service is completed in a scheduled visit to the customer location and is performed by an Avaya contracted technical team through normal business hours or after hours depending on the end customer s preference On a per user basis the on site hardware upgrade service requires the Avaya contracted team member to un plug the end users 1120E or 1140E IP Deskphone take the set to a central work area where the small hardware upgrade is performed by Technical personnel taking less than 10 minutes The actual hardware upgrade is completed using a screwdriver only and includes the following steps the IP Deskphone is taken apart the power module inside the set is removed and replaced with a new different power module and the set is screwed back together A start up test is performed the IP Deskphone is returned to the end users desktop plugged in as it was before and left ready to use by the same original user No additional provisioning or programming is required Alternatively in some customer locations it can be more efficient to perform the hardware rework right at the users desktops This same procedure can be completed by the Business Partner or a technically competent end user in some cases who prefers to purchase the separately orderable power modules and do the rework themselves A video and Operating Procedure document are available at the following link that
10. ery method of this PCN The primary delivery method will be via Remote Services On site Services technician delivery or a combination of Remote and On site delivery may be required and will be determined exclusively by Avaya Services or Avaya Business Partner Avaya Remote Services labor for 7x24 and 8x5 Service Agreement customers to implement this PCN is 7x24 excluding Avaya designated holidays On site Services labor for 7x24 and 8x5 Service Agreement customers to implement this PCN is billable at current per incident rates unless determined as required by Avaya Services or an Avaya Business Partner This is per the contract terms found in the associated Services Agreement Supplement or Services Offer Definition Note This PCN is deemed remotely installable by Avaya Customer requested On site Services support is billable at the current per incident rates Help Line Per the Terms of the Service Contract Assistance Remote or Per the Terms of the Service Contract On site Services Labor Help Line Current Per Incident Rates Apply Assistance Remote or Current Per Incident Rates Apply On site Services Labor The Avaya Product Correction Support Offer provides out of hours support for remote and on site technician installable PCNs and Avaya installation for all Avaya issued PCNs that are classified as Customer Installable Refer to the PCN Offer or contact your Avaya Account Representative for complete details
11. lready been replaced gt What are the manufacturing dates for the failed units gt What are the manufacturing dates for the general population of the phones at the customer When did the customer purchase and deploy the phones Were they purchased over time or all at once gt Are all the phones at one customer location or at multiple locations If multiple locations please list how many 1120E and 1140e phones total are at each location and include the city for each location gt Is the customer running a full Gigabit network That is are both Ethernet ports on the phone running at Gigabit speed Or one port at Gigabit the other at 10 100 Or both at 10 100 gt Does the customer have an extended warranty on these units If yes Is the extended warranty service contract direct with Avaya or thru a Partner If direct thru Avaya what service terms are they entitled to If thru Partner who is the Partner Ifno Is there a Partner still involved If yes who is the Partner If no who were the sets purchased through initially Or where were the sets purchased initially This determines if on site hardware upgrade is applicable as an available option to the customer Avaya Customer Service Coverage Entitlements Help Line Per the Terms of the Service Contract Assistance Remote or Avaya Services or an Avaya On site BusinessPartner will exclusively Services Labor determine the deliv
12. not normally fail in significant numbers as some customers are experiencing after What is the nature of the PCN This PCN addresses and resolves the following issues Level of Risk Severity Class 1 High Class 2 Medium Class 3 Low Is it required that this PCN be applied to my system The risk if this PCN is not installed Is this PCN for US customers non US customers or both the phones have been in use for 4 5 years For this reason Avaya has developed a number of remedies for customers to consider including making a replacement power module available as a Separately orderable part or accessing an Avaya contracted technical team to complete an on site hardware upgrade service specifically to address the failures These remedies are available to customers who have no service contract on the IP Deskphones for a small fee per phone Additional remedies include receiving a significant manufacturer s rebate on any 1120E 1140E and 2007 IP Deskphones returned providing a 90 00 per unit credit to be used towards the purchase of any new Avaya IP Deskphone products Important Limitation Avaya is not offering free of charge replacements for all units that fail Some restrictions apply which are listed in this PCN The power module replacement is only applicable to the 1120E and 1140E IP Deskphones and cannot be applied to the 2007 IP Deskphone The on site hardware upgrade service is not available in all global regi
13. one of NTYS17PMPP is equal to 96 power modules Note that this code will be changing to NTYS17PMPQ in the August 2014 timeframe and orders for NTYS17PMPP will be automatically substituted with NTYS17PMPQ based on availability The two codes are exactly the same product as described in this PCN 1745H Supplement 3 The NTYS17PMPP is in the Avaya GPPC Catalogue and is Generally Available as of May 5 2014 This code is no longer on Controlled Release The price of the box is 576 00 Due to special packaging Avaya does not ship the power modules individually and customers must order a full box of 96 power modules The power module replacement is applicable to the 1120E and 1140E IP Deskphones with the PECs and Release Numbers noted in this PCN only and cannot be applied to the 2007 IP Deskphone Provisioning A video and Operating Procedure document are available at the Installation following link that shows and describes how to do the hardware rework instructions on the 1120E and 1140E IP Deskphones using the separately orderable If PCN can be power modules Note that this procedure cannot be completed on the customer installed 2007 IP Deskphone ftp ttp avaya com incoming Up1cku9 tsoweb 11001200 power_ module _install zip SECTION 1A PATCH INFORMATION Note Customers are required to backup their systems before applying the Patch How to verify the NA installation of the patch has been successful What you should do if the N
14. ons Hardware Potential for high failure rate of the 1120E 1140E and 2007 IP Deskphones after 4 5 years of use Class 2 No This PCN can be applied if a customer is experiencing an increasing failure rate on the 1140E 1120E and 2007 with the specified Product Engineering Codes and Release Numbers in this PCN Any customer who has the 1140E or 1120E IP Deskphones with the specified Product Engineering Codes and Release Number in this PCN can purchase the separately orderable power modules access the on site hardware upgrade service option or receive a manufacturing rebate that can be used towards the purchase of other Avaya products even before any significant failure rates have been experienced The power module replacement is applicable to the 1120E and 1140E IP Deskphone models only and cannot be applied to the 2007 IP Deskphone The only remedy for customers with 2007 IP Deskphones is to receive a manufacturing rebate that can be used towards the purchase of Avaya products Some customers may experience product failures Both Does applying this PCN disrupt my service Installation of this PCN is required by Release notes and workarounds are located Applying this PCN will have minimal if any service disruption Business Partners or End Customers can purchase replacement power modules and complete the rework on the 1120E and 1140E IP Deskphone models at the end user customer site at their own pace to avoid s
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