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Emergency Procedures

ATTENTION: If you are currently experiencing a partial or total service outage, select the Report Service Outage button on this page above or go to https://support.avaya.com. This is an expedited, simple way to report Service Outages through the web.

Avaya stands ready to support your network security, business continuity, and disaster recovery needs during the regular course of business and especially during events that can seriously disrupt your communications when they are needed most.


Prepare and Recover your Communications Network in the event of a Disruption

Avaya's Customer Focused Emergency Response and Recovery Team, along with field sales and services, have developed comprehensive emergency plans. They can coordinate the delivery and implementation of emergency repair materials, replacement equipment and emergency services personnel, to help restore your communications.

While Avaya is ready to assist, there are a number of proactive steps you can take with your communications solutions to prevent or minimize disruption to critical communications.

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Preparing Your Communications Network - Emergency Preparedness for your Communications Network

1. Save translations before the emergency event impacts the site. This will ensure that recent changes are not lost and speed restoration in the advent of damage to your system.

2. Secure back-up media so that translations won't be lost or damaged, thereby delaying restoration of your service. Take a copy of back-ups and any other information off site.

3. Print and store a current list configuration of your switches. If a new system is necessary, this simple precaution will save as much as four to eight hours of delay in starting the process. Product documentation, located on this Web site, explains how to list configuration for your system.

4. Consider powering your system down before the emergency event impacts the site. Electrical power surges before and after the emergency event pose the greatest threat to your system.

5. Consider moving your switch if the site is located in an area that may be exposed to damage from the emergency. The smaller footprint of today's systems makes this a possible option for some customers.

6. Review your safety procedures with all employees prior to the emergency event, if possible, and make certain you have an updated contact list to keep in touch. Emergency damage always creates the possibility of electrical hazards. All electrically powered equipment can present a hazard until restoration efforts are completed.

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Event Preparation

Review Helpful Information for recommended steps to take in anticipation of an interruption to your business. These actions are meant to mitigate the chances of a business disruption and minimize the effects of damage.

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Damage Assessment

It is important to get an assessment of any impact to personnel, work locations, customers, and to your company as a whole after an emergency or disaster. Review Helpful Information for the form used to collect assessment.

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Post Emergency Event Review

Review Helpful Information for the checklist used to evaluate your company's response, recovery, and restoration activities following the recovery efforts of a major business disruption. The objective is to learn what went well and what needs to be improved in your contingency planning program.

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Related Business Continuity Planning

Review Helpful Information for the ontingency planning organizations and publications that provide industry guidance and standards for planning.

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Alone in the Silence: Communication - The Real Disaster Priority

Disaster planning for major events and large populations is often absent, and the absence of communications planning can lead to major humanitarian consequences, such as delays and privation. Leaders in all sectors must work together to change that. Reveiw Helpful Information for the new models can be found that utilize temporary emergency roles for existing communications equipment and skilled personnel.

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Avaya Remote Back-Up Offer

Should you require Avaya to perform a remote back-up of your software TDM or Communications Manager translations, please call 1-800-225-7585, x48260. The Remote backup team is standing-by willing to work with you. If you have an out of hours request, please leave a priority message in the team's mailbox at 800-225-7585, ext 48260.

This team will need the following information:

  • Company Name
  • Sold-to Number
  • Confirmation of Remote Access number
  • Customer Contact Information

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Power Outage Procedures

If a product is not listed below, please utilize the "Search Avaya Support" function at the top of the page. Enter keywords such as "product name + administration guide," e.g., "Audix Administration Guide." The results page will provide an assortment of manuals. Most product Administration Guides or Maintenance Procedures include instructions for shutting down, restarting, or backing up the system. You may also search for specific steps using "product name + shutdown" or "product name + backup procedure."

Select the appropriate link for your Avaya System:

CORE COMMUNICATIONS PLATFORMS

Application Enablement ServicesShutting down Application Enablement Services (AES)
Avaya Aura® Session ManagerHow to perform graceful shutdown of Avaya Aura Session Manager
Avaya Aura® System ManagerHow to perform graceful shutdown of Avaya Aura System Manager
BCM 450How to shutdown BCM 450
Classic MerlinHow to power down and power up your Classic Merlin system
Communication ManagerCommunication Manager - Removing and restoring power
Communication Server 1000 (CS1K)How to take CS1000 Call Server data base backup
How to take CS1000 Signaling server UCM data base backup (sysbackup)
How to power down the CS1000 Call Server
How to power down the CS1000 Signaling Server
DefinityHow to backup your Definity system
How to power down your Definity system
How to power up your Definity system
G700 Media GatewayHow to shutdown/restart your S8300, S8700 Series Media Servers and G700 Media Gateway
IP Office Server EditionIP Office system shutdown
Merlin LegendMerlin Legend and Merlin Magix Power Outage Procedures
Merlin MagixMerlin Legend and Merlin Magix Power Outage Procedures
PartnerHow to power down and power up your Partner system
S8300 Media ServerHow to shutdown/restart your S8300, S8700 Series Media Servers and G700 Media Gateway
S8700 Media ServerHow to shutdown/restart your S8300, S8700 Series Media Servers and G700 Media Gateway
SpiritHow to power down and power up your Spirit system
System PlatformHow to gracefully shutdown System Platform


MESSAGING

Avaya Aura® MessagingHow to shutdown your Avaya Aura® Messaging Servers
Definity AUDIX Releases 1, 2 and 3How to backup your Definity AUDIX
How to shutdown your Definity AUDIX Release 1, 2 and 3
Definity AUDIX Release 4How to shutdown your Definity AUDIX Release 4.0
Intuity MAP 100How to shutdown and restart your Intuity MAP 100
Modular MessagingHow to power down your Modular Messaging Servers
Octel 50 and 100How to shutdown and restart your Octel 50 and 100
Octel/Serenade 200 and 300How to shutdown and restart your Serenade/Octel 200 and 300 system
Octel 250 and 350How to shutdown and restart your Octel 250 and 350


CONFERENCING

Avaya Aura® ConferencingDisaster Recovery - Power Outage/Shut Down Procedures
Avaya Meeting ExchangeDisaster Recovery - Power Outage/Shut Down Procedures
Call PilotAvaya CallPilot Installation and Configuration Task List - See Chapter 11 for shutdown procedures
Radvision 5K SeriesRadvision 51xx MCU - How to perform graceful shutdown of Radvision MCU


CONTACT CENTER

Avaya Aura Call Center Elite Multi-ChannelComing Soon
Avaya Aura Contact CenterComing Soon
CMS ServerHow to shutdown and restart your CMS Server
ConversantHow to shutdown your Conversant
Experience/Voice PortalHow to gracefully shutdown and power off your Avaya Voice Portal (VP) or Experience Portal (EP) system
Interaction CenterIC services were down after server reboot
How to restart IC completely on Solaris box
Interactive ResponseHow to gracefully shutdown your Avaya Interactive Response System (IR)
IQPower Cycling IQ
Proactive ContactUser Procedures for powering off the Digital Switch
How to shut down or halt system through Sysadm menu
How to Troubleshoot System that is Down after a Power Outage
Windows based applications running on a PCHow to shutdown and restart Windows based applications running on a PC
Witness Call Recording - WFO Witness ApplicationsWitness Call Recording Applications - How to shutdown your WFO Witness Applications


NETWORKING

ERS 4000ERS 4000 - Power Outage / Shutdown Procedure
ERS 5000ERS 5000 - Power Outage / Shutdown Procedure
ERS 8000ERS 8000 - Power Outage / Shutdown Procedure
Secure Router 400 SeriesSecure Router 2330/4134 - How to power down and power on
VSP 7000VSP 7000 - Power Outage/ Shut Down Procedure
VSP 9000How to shutdown & recover a VSP9000 system
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