Web help page for Boeing phone system

1. Common Questions . . .
How do I fix a broken headset?
Introduction
The Boeing Voice Service Center (BVSC) supports desk phones and related technology. Callers with
headset problems are referred to Plantronics, the manufacturer, for support, or to the Boeing Open
Requirements System (BORS) Web site to order another headset.
Use the BARS HelpDesk form to identify the caller and confirm the problem. As you talk, gather the
information needed to complete the Quick Ticket. Then guide the caller to Plantronics or to the BORS
site, and complete the BARS Quick Ticket.
A. Identify the caller, and refer the call
First identify and locate the caller, and confirm the problem, following the procedures in How do I
begin a BARS Quick Ticket?
How to refer calls for support on headsets
1. Explain to the caller that BVSC handles requests to add, move, or change desk
phones. The caller can:
1. Contact Plantronics Tech Support.
2. Order a headset from the BORS Web site.
3. Consult an online headset guide.
2. Depending upon the problem, suggest the following resources
(and, if the caller wishes, warm-transfer the call):
Tech Support: Plantronics Tech Support, 800-544-4660 x5538
Order headset: Boeing Open Reqs System (BORS)
BORS help: Boeing SEC, 425-237-1351 [or] #22128
3. Online headset documentation:
Phones.web: Telephone Accessories Product Headsets
B. BARS Quick Ticket
To process the Service Request (SR) ticket in BARS, identify and locate the caller, and describe the
problem, following the procedures in How do I begin a BARS Quick Ticket?
Introduction
ID & Refer Caller
BARS Quick Ticket
For further info

2. Then classify the problem, to route the SR to the right group:
How to classify and route Quick Tickets on headset problems
1. Set the fields listed below to the values indicated:
Problem Statement: Broken headset
Work Log: Referred
SR Type: Resolved
Category: Telephony
System: Auxiliary
Component: Accessories
Causal Code: Customer Process
To complete the SR, set the Quick Ticket field:
How to complete Quick Tickets on headset problems
1. In the Quick Ticket field on the lower left, select "Referral."
This sets the Resolution Code field to "Referred":
Quick Ticket: Referral
Resolution Code: Referred
2. Enter a brief Resolution Description:
Resolution Description: Referred call to [Plantronics or BORS].
3. Look over your entries on the HelpDesk form.
4. Click Save at the top right corner.
The ID of the completed Service Request appears on the Status Bar.
For further information
Plantronics Tech Support
800-544-4660 x5538
Boeing Open Requirements System (BORS)
Order headsets and batteries on the Voice Accessories tab.
Boeing Service Engagement Center (SEC)
425-237-1351 [or] #22128 for BORS support.
SSG Request for Service – Telephony

3. For bulk orders of new equipment.
Telephone Accessories at Boeing
Choose "Headsets" from the Select a product list.
BARS Online User Reference Guide
Click "The Help Desk Form" in the left panel.
BARS Data Quality Fields
Gives details on eleven critical fields on the BARS Help Desk form.
BARS Business Process Guidelines
Gives process guidelines and field entry rules.
If you have suggestions for improving this document, please send them my way!
Hank Davis, BVSC Doc Manager version: 3/05/2008