I’m excited to be traveling to Amsterdam this coming weekend to deliver two presentations on The Value of Avaya Support’s tools at our annual Partner Conference for EMEA partners. This is also what I’ll be blogging a lot about this month at http://www.avaya.com/blogs/archives/author/carl-knerr.

I’m a pretty well organized guy, so I like to have the conference’s full agenda in my calendar so I only need my phone’s calendar app to know where I’m headed to next during the week. I couldn’t find any existing calendar invites available, so I built my own. Given that this takes some time, I wanted to save other attendees the hassle, so below is a zip file full of .iCalendar formatted meeting invites for everything on the agenda.

Calendar Appointments

Please try to make one of the following two presentations I’m delivering:

  1. The Business Justification behind Automated Alarming and Fault Resolution
  2. The Value of using SAL, SLA MonTM, and EXPERT SystemsSM; a Deep Dive

I hope to see many of you there.


I had the great pleasure of traveling to Dubai, Abu Dhabi, and Muscat a month ago for business. I was invited by some really enthusiastic Avayans to come and speak to Avayans, Business Partners, and Avaya customers about how to unlock the value in their Avaya support coverage. This is a topic I’ve been talking a lot about and my first of a 4-part blog series can be found here: http://bit.ly/1MU22tc.

I had a really good time, despite the heat. Yeah, let’s talk about the heat for a moment: 50° C (120° F) is pretty darn hot. So hot that your own breath feels like a cold breeze. Yeah, that was a surprise. And while I’m told that Dubai tends to be a dry heat, while I was there it was quite humid. But there is so much A/C everywhere (even in the subway system) that it wasn’t all that bad. The people and the architecture more than made up for it.

I was able to catch a direct flight out of Boston to Dubai on Emirates, but I’m getting a bit ahead of myself. Just days before the trip, my beautiful wife convinced me that we, and our four kids (6yrs old and younger) should go camping at the cape with our neighbors. We had a great time.

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This gave me an excuse to take the Ferry from P-town to Boston which was a great ride.

So, yes, an amazingly comfortable flight to Dubai on Emirates

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that left me rested and ready to see the city, both its old architecture


and new.


Their mall is famous as it has an aquarium, ice skating rink, and snow ski hill.



But the best sight-seeing was going up the tallest man made structure in the world, the #BurjKhalifa. On the 124th floor, you’re actually outside looking down at the city. When you go to the 125th floor, you’re at 456M (500 yards or a quarter mile) high.


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I was impressed with the elevator. It takes only one minute to go from the 124th floor to ground. Check out this video I took on the way down.


Next was a quick dip in the Persian Gulf just down the beach from the Burj Al Arab.



I worked with a lot of great people during this week, who pretty much lived and breathed Avaya alongside me for a week. Check out the views from the Avaya office in Dubai.

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We did manage to get some food and laughs in along the way.

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The other cool thing about this trip was that two friends of mine happened to be in town on business as well. I met up with Peter, a Duke friend I hadn’t seen since 2002 for drinks, and then later that evening, I had dinner with this wonderful woman, Jenne, who I hadn’t seen since 1997.

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A great trip and I think we were successful in convincing some customers and partners to take another look at our toolset, which felt great. I look forward to an excuse to head back out there again.

Look Who’s Tweeting

Avaya_who_tweetingSo, I was interviewed for the internal Avaya newsletter about my activity on Twitter. If it was good enough for them, I figured I’d share that text here as well.

Director of Support Strategy Carl Knerr (@CarlKnerr) is one of the more prolific tweeters at Avaya. A quick skim of his page and you start to get a picture of who he is both personally and professionally. Knerr follows fellow Avayan Jeremiah Glodoveza (@baskintheglow) in our new series Look Who’s Tweeting, giving us insight into what’s hot on his Twitter right now.

How would you describe your account?

Speaks to my professional life: Avaya, business, technology, etc. Periodic posts about family and fun, but those are mostly reserved for Facebook.

What’s hot right now on your Twitter page?

The impressive value our customers can get when/if they leverage connectivity, alarming and diagnostics. So few internal/external people are up to speed on it that customers aren’t getting the value they paid for.

Your top five favorite or most interesting follows. 

  • @DaveMichels: Industry analyst; helps me keep my finger on how @Avaya is perceived.
  • @NoJitter: Great industry publication on what’s going on and where we’re all headed
  • @SteveAvaya: Avaya Sales leader: amusing and informative
  • @HonestToddler: Hilarious tweets, especially if you have small kids
  • @BoingBoing: Great source of all sorts of information.

What can employees expect if they visit your page?

Focused on topics related to support, social media and technology; rarely a repeat of the standard @Avaya content.

What’s your best Twitter tip?

Use pictures. They make your posts much more engaging for your followers. Width should be twice the height (ex. 440×220).

Connect with Carl

Twitter @CarlKnerr


How Avaya Augments the Work of its Support Engineers

The following was originally posted at http://www.avaya.com/blogs/archives/2015/02/how-avaya-augments-the-work-of-its-support-engineers.html.

In late January, Microsoft announced a virtual reality project called HoloLens. The reviews of the prototypes have been positive, and I can see why: Virtual reality has been something geeks have been reading about, seeing in movies and TV shows, and dreaming about for years.

While virtual reality systems are not entirely new, what is different this time is that Microsoft is behind it.

While Microsoft may not be known for cutting edge “cool” technologies, they bring something new that may just drive adoption of VR like we’ve never seen before: The enterprise.

The demo of this technology even includes a Skype conversation that appears within the VR goggles and can be “pinned” in virtual space, allowing the wearer to look away as need be. The demo takes this use case even further, by using that video call to help someone do some home repairs. When I saw this, it quickly reminded me of this older video from BMW:

In this video, we watch a mechanic use similar VR goggles for diagnostic assistance in working on a BMW engine. These glasses give the mechanic information on exactly how to do each new step, including the tools and motions for successful completion. Not only does this allow for fast, uniform, and high-quality repairs, but it does so with reduced training of the mechanic, enabling the vendor to provider excellent customer service.

I’ve always found this vision inspiring in my daily work of improving how Avaya Support Engineers do their daily work. How can we build diagnostic tools that augment our engineers (and the engineers working for our certified business partners) by providing them the real-time information they need to quickly identify the root cause of a problem and implement a solution?

Given that most of our work is software, and not hardware, we don’t exactly need Microsoft’s HoloLens goggles, but the mental framework is the same.

Like Microsoft’s home repair example, we know that sometimes you need more than a written or video-based knowledge article; sometimes a fellow human is what you need.

As such, Avaya enabled audio- and video calling between our customers and our engineers as well as enabling our engineers to quickly video call each other to “swarm” around a customer issue. We’ve also built scripts that know what to check on our products and create a red/yellow/green dashboard report for the user so they can quickly scan for known configuration issues.

We’ve found that this not only speeds up the checks our engineers would have done anyway, but also gets them to look at things they might not have thought to.

What’s even faster than speeding up the work an engineer does? Automating the work entirely. We’ve invested years of effort in automating how we handle the alarms our products send, allowing us to handle 85 percent of alarms without any human interaction, drastically improving resolution times and CSAT.

What diagnostics tools do you use in your work? Any you would recommend others use for troubleshooting Avaya products? Or just for doing plumbing or other things we all get involved with from time to time? What do you wish was available to make troubleshooting faster and better?

The 5 Reasons Why I Joined Avaya Global Support Services

The following was originally posted at http://www.avaya.com/blogs/archives/2015/02/the-5-reasons-why-i-joined-avaya-support-services.html

family_dinnerA couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current role at Avaya for another. Between requests and “stories” from our three young children, I explained that I was considering joining the leadership team of our support organization as a strategy leader.

As I cut some food for my daughter and passed the ketchup to the boys (is there such a thing as too much ketchup?), I told my wife about how Avaya Support has gone through a huge evolution in the last couple of years, earned a lot of recognition, and are now looking to take their delivery to another level.

Although I would very much enjoy having you, oh beloved reader, at our family dinner table, alas, the logistics just do not allow for such wonderful things. While I cannot share some of my wife’s amazing cooking, I will share with you the reasons why I think Avaya Support will continue to be not only an industry-leader, but an innovator in delivering value to our clients.

Downtime is the enemy

91 Percent of Outages Resolved in 2 Hours or Less

We know that system outages are the worst thing that can happen to our clients, and as such, we have dedicated teams trained on restoring down systems as fast as possible. If that isn’t great enough, I’m really excited that they have begun to reach out to our clients when we know they are at risk.

For example, we know that having a recent backup allows restore times in 2.5 hours instead of 1.5 days. Given the industry average of $110,000 of cost to the customer for every hour of outage, this makes a huge difference to our clients. If a client doesn’t have a recent backup, we reach out and help them implement a backup strategy. These engineers are inspiring on how customer focused they are.

Death to Rework

Our support team hates rework and that’s why every time one of our wicked-smart engineers finds a new problem, she will document it and publish the solution tohttp://support.avaya.com instantly. As if that isn’t enough, we use our own Avaya technology,Avaya Automated Chat, to help our customers easily find what they are looking for.

Avaya Ava

In fact, our implementation of this technology, dubbed “Ava”, has become the face of Avaya. How cool is that? Even when Ava fails to find you a solution, she succeeds by putting you in touch with an Avaya engineer and passing that engineer your full history, so that you don’t have to start all over.

Not Just a Phone Company

As a Gen-X’er myself, I despise talking to customer support on the phone; and Avaya gets that. Not only do we work with customers over the phone, email, or online chat, but last year, they deployed a first-in-the-industry video chat option using our own products.

If you haven’t tried this yet, stop what you’re doing; and just check it out. Wicked cool stuff. Of course the hot topic is support via social media–something I’ve written on–and now you have an opportunity to see what @Avaya_Support can start doing.

Innovative Diagnostics

Perhaps my most passionate topic over the years has been around diagnostics for Avaya products.

Avaya Support continues to raise the bar in the space of diagnostics. I get irritated when I see valuable time of our human experts being used to validate basic settings, gather log files, etc.

We’ve got really exciting technology that leverages our lessons learned from years of troubleshooting hundreds of thousands of customer systems and we embed that into tools that can solve product issues without an engineer; which means our customer gets an issue resolved in a matter of minutes.

I’m excited that we’re not resting on those laurels, but continuing to invest in improvements and all-new tools to keep satisfying our customers.

Satisfied Customers

As a result, in 2014, 92% of our clients indicated that their overall support experience was excellent, very good, or good. Read that last sentence again. 92%! Isn’t that amazing!

When we look at Avaya’s Net Promoter Score, as an entire company, we were at 65 the last quarter (average of 50 over the last 4 quarters), putting us in best-in-class with Amazon and other companies and beating out companies like Cisco, Microsoft, and Shoretel. Read morehere.

Avaya Client Services

Please don’t just take my word for the impact of the items above. In October 2014, I was proud to join other Avaya Client Services leaders in Las Vegas at the TSW 2014 Conference, hosted by TSIA. Avaya walked away with three awards for our efforts in Avaya Client Services, putting Avaya in TSIA’s STAR Awards Hall Of Fame.

As you may surmise from the above, I was convinced this was the right move for me and I’ve made the shift. As part of this new role, I plan on continuing to bring you stories from Avaya Support as a means to help our customers and partners derive as much value as possible out of their Avaya Support agreements.

*Based on internal metrics in 2014

Firey Snow Fort

Two days ago, on Twitter, this image came across my feed:

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(Link to source)

I posted it on Facebook thinking, Ha! Wouldn’t this be cool. Then, yesterday, I had a few hours to kill with the kids, so why not? We only had 2 feet of snow on the ground in my backyard, so it was no small feat to build up the walls. First, we had to locate the circle of stones that we use as a fire pit in the warm months. After that, we dug out around it, piling the snow up on the walls. Later, I got the snowlbower out and snowblowed in the yard, throwing the snow where the walls should be. Overnight, we got ~3″ of wet packing snow which was great today and I spent a couple more hours building up the walls and even making a built-in snow bench (the kids wanted this. Me? I’d rather sit in a dry chair.) It was wicked nice to spend the afternoon today sitting around the fire with the family in the sunlight, and pretending that the frigid cold wasn’t coming back tomorrow.


Testing out the “built-in” chair, which we just left as part of the wall instead of digging it out.


Relaxing after a long day of shoveling

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The boys helping me; good shot of the built-in bench.

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Overhead shot of the job.

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Family time getting the fire started.

High Hope Farm – Finishing up our trip

Alright readers, just a few more pics and then back to non-family things. Unfortunately, we brought the-fever/cough-thing-everyone-backhome-has-been-fighting/getting-over with us and the grandparents picked it up. So, we needed to step up and do the chores all by ourselves.

The boys loaded up the front of the tractor with wood and I drove it over to the back porch and the boys unloaded it all by themselves. TWO loads of that. I was really impressed with them for doing this just fine.

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Meanwhile the great folks at Beaver Dam Farms, who lease land from High Hope, moved the egg-laying-hens in their mobile tractors from the fields to the new hot tunnel

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After 3 days of clearing land over a 4-day stretch, the ash pile really got built up. I was even able to restart the fire after 48 hours with nothing but the hot ashes. I felt like a boss.

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Then we finally lit the huge bonfire that Pops had prepared for us. It was very dry and went up wicked fast.

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Then it was time to head home. A great trip; we can’t wait to come back over the summer.

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