Notice

What you should do when
you receive this 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.
Description of PCN:
4 June 2014 – Supplement 3 –This 3
rd
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
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 not normally fail
in significant numbers as some customers are experiencing after