1

Emergency
Tecnincal
Support
2
Quick
Routing
Code
4
Technical
Support
3
Hardware
Services
New Call by Product:
11 - For 4200
12 - For 6500
13 - For LongHaul, DX, HDX, and TN Series
14 - For Carrier Ethernet Service Delivery Products
15 - For Network Mgm=ent Products (submenu presented)
11 (fromSubmenu) - ESM
12 (fromSubmenu) - Catena View
13 (fromSubmenu) - MEM
14 (fromSubmenu) - OMEA/AP/NSV,OSP
15 (fromSubmenu) - On-Center CN 2000 Mgr
16 (fromSubmenu) - On-Center Core Transport Mgr
17 (fromSubmenu) - On-Center Core Switching Mgr
18 (fromSubmenu) - On-Center DN Mgr
19 (fromSubmenu) - On-Center Metro Transport Mgr
20 (fromSubmenu) - On-Center Network Control System
21 (fromSubmenu) - On-Center Service Layer Mgr
22 (fromSubmenu) - On-Center Universal OSS Gateway
* (fromSubmenu) - To repeat this menu
8 (fromSubmenu) To return to the previous menu
16 - For OM 3000 Series or OM 4000 Series
17 - For OM 5000 Series
18 - For CPL
19 - For CoreDirector or 5400 Series
20 - For CoreStream, Multiwave Sentry, or Multiwave Metro
21 - For CN 1000, 2000, 24 or CNX5 Series
22 - For MERS or ESU Series
23 - For OME 6100 Series
24 - For Online Metro or CN 2600
25 - For DN Series, CN 5060, or CN 4350
26 - For Axerra
27 - For CN 3600, 3605 and MetroDirector K2
50 - For all other CESD Products
51 - For all other Optical Products
* - To repeat this menu
8 To return to the previous menu
99 If unsure which option to choose
1 For J apan (J apanese only)
2 For Taiwan or China (Mandarin only)
3 For all other countries (English only)
Caller Country:
1 Existing case
2 New case
8 To return to previous menu
Existing or New Case:
Please enter your nine digit
case number, omitting
letters and dashes.
1- To continue in English
2 - For J apanese
3 - For Mandarin
* - To repeat this menu
Asia & Pacific Rim:
3
Mandarin
2
J apanese
1
English
2
New Case
1
Existing
Case
3
English
2
Taiwan or
China
1
J apan
2
Other
Support
1
Emergency
Technical
Support
1 - For Repair & Return
2 - For Managed Spares
8 - To return to previous
menu
Hardware Service Type:
Routing to appropriate Technical Support
team or triage team for entitlement and
case creation
Technical Support:
Routing to Emergency Technical Support
(ETS) triage team
Emergency Technical Support (ETS):
Routing to appropriate Hardware
Replacement team
Hardware Services:
Routing to APAC traige team for issue
evaluation (HW Replacement, Technical
Support)
APAC Call Center:
2
Managed
Spares
1
Repair &
Return
HW Services
or Technical
Support?
Region
Thank you for calling Ciena Services.
Prompt
800-CIENA24 (800-243-6224)
410-865-4961
800-CIENA24-7 (800-243-6224-7)
+44-207-012-5508
Mexico: 01 800 062-13-28, 410-865-4944
Brazil: 0800 2436 2247, 410-865-4944
Colombia: 01 800 2436 2247, 410-865-4944
Technical
Support
HW
Services
Routing is contingent upon
QRC entry. Destined for ETS,
HW Services team, or Technical
Support team
Legacy MEN
or Classic Ciena
Product?
Legacy
MEN
Classic
Ciena
800-CIENA24-7 (800 2436 2247)
+91 124 4340 600
J apan: +81-3-6367-3989
India: 000 800 4401369, 91 124 4340 600
1 For Emergency Technical
Support
2 For other Support
Service Type:
Thank you for calling Ciena Services. Please
listen carefully as our menu has changed. You
may enter your Quick Routing Code at any
time, preceded by #.
North America:
CaLA region routing only
N. America &
EMEA routing
Ciena Syntellect Call Flow v7
1/19/2011
1 For Emergency Tech Support
2 To enter a Quick Routing Code
3 For Hardware Services
4 For Technical Support
5 To hear these options in Spanish
6 To hear these options in French
* To repeat this menu.
Europe, Middle East & Africa
1 For Emergency Tech Support
2 To enter a Quick Routing Code
3 For Hardware Services
4 For Technical Support
5 To hear these options in Spanish
6 To hear these options in French
7 To hear these options in German
* To repeat this menu.
1 For Emergency Tech Support
2 To enter a Quick Routing Code
3 For Hardware Services
4 For Technical Support
5 To hear these options in Spanish
6 To hear these options in Portuguese
* To repeat this menu.
Caribbean and Latin America
Please enter your six digit Express
Code. If you do not have an Express
Code, please press Zero #.
Please enter your six digit Express
Code. If you do not have an Express
Code, please press Zero #.
Please enter your four digit
QRC number.
Services Phone System Call
Flow