The PDI Help Desk (PDI HD) addresses the need for additional support required by Cisco Unified Communications Specialized Partners in the complex tasks of Planning, Design and Implementation (PDI) of Unified Communications and Unified Contact Center solutions.

Qualified Partners have access to a dedicated team of engineers focused on Unified Communications design and deployment principals and best practices. By working with our Partners to address issues in the early stages of Unified Communications deployments, all parties benefit from a smoother project lifecycle, productivity gains and a reduction of operational issues once the solution is in production. Customers will receive higher-quality solutions and increased satisfaction from their voice implementations and designs.

As the program name indicates, the PDI Help Desk should be contacted for pre-production (Planning, Design or Implementation) issues that are not network or business impacting. The service is in place to assist Unified Communications Specialized Partners in bringing customer systems up and into production, so that customer sign-off can occur. Once customer sign-off is obtained, Cisco service contract should be in place and TAC can then assist with post-production or Operational issues.

The PDI Help Desk is a service offering specifically for Cisco's Partners holding a qualifying Unified Communications or related 'Technology Specialization'. Having earned the Specialized status is the key to entitlement for PDI Help Desk support. We do not support end-customers nor Partners with only "Registered" or "Premier" status without a Specialization. We also support Cisco field personnel.

Since the support offered by the Cisco PDI Help Desk is for pre-production issues and not operational network outages, 24 x 7 support is not critical as it is for Cisco TAC. PDI Help Desk support is offered during the extended business hours of 7am to 6pm Monday - Friday in any given time-zone worldwide. PDI Help Desk support differs from Cisco TAC support in the following key areas: lifecycle phases covered customer entitlement and hours of operation.

Please note that support from the PDI Help Desk requires that partners hold one or more of the following specializations:

• Master Unified Communications
• Advanced Unified Communications
• Express Unified Communications
• SMB Specialization
• ATP CVP
• ATP Unified Contact Center Enterprise
• ATP Rich Media
• ATP Telepresence

For more information about the service, see About PDI Help Desk: FAQ's.

Types of Cases Handled:

For hours of operation and contact information click here.

Want to know what the PDI Helpdesk is all about? Take a look at this quick 2 minute video.