Difference between revisions of ":Internal Only"

Line 61: Line 61:
 
For LeChange devices that have been approved for RMA go through the Following Process:
 
For LeChange devices that have been approved for RMA go through the Following Process:
  
−
- Get the model number, shipping address, email, and contact number if not already had. <br />
+
* Get the model number, shipping address, email, and contact number if not already had.  
−
- Set Status to RMA Pending and enter the RMA Reason and Type. <br />
+
* Set Status to RMA Pending and enter the RMA Reason and Type.
−
- Save the case, it will automatically be transferred to the DNA - RMA Queue. <br />
+
* Save the case, it will automatically be transferred to the DNA - RMA Queue.
−
- From the DNA - RMA Queue approve the RMA take ownership back over the case.<br />
+
* From the DNA - RMA Queue approve the RMA take ownership back over the case.
−
- Send an email to ALL the following:
+
* Send an email to ALL the following:
−
 
 
−
:
 
−
'''jessica.oviedo@lorextechnology.com (Main Contact)'''<br />
 
−
'''joe.lee@lorextechnology.com ( CC )'''<br />
 
−
'''jp.wenger@dahuatech.com ( CC )'''<br />
 
−
'''Steven.Mei@dahuatech.com ( CC )'''
 
−
 
 
−
 
 
−
- In the email, state the reasons for RMA, model of the device, and whether or not they need replacement cameras as well. Request the tracking number for the unit as well.<br />
 
−
- Once the unit has been shipped, send tracking information to the customer by email.
 
  
 +
:: '''jessica.oviedo@lorextechnology.com (Main To)'''<br />'''joe.lee@lorextechnology.com ( Additional To )'''<br />'''jp.wenger@dahuatech.com ( CC )'''<br />'''Steven.Mei@dahuatech.com ( CC )'''
  
 +
* In the email, state the reasons for RMA, model of the device, and whether or not they need replacement cameras as well. Request the tracking number for the unit as well.
 +
* Make sure that all parties are kept in the loop throughout the RMA process.
 +
* Once the unit has been shipped, send tracking information to the customer by email.
  
 
===Report a Problem===
 
===Report a Problem===
Line 181: Line 175:
  
 
===Projects===
 
===Projects===
−
* [[Internal:Agent_Homepage|Agent Homepage]]
+
:* [[Internal:Agent_Homepage|Agent Homepage]]
−
* [http://oaglobal.dahuatech.com/ Dahua Employee Login]
+
:* [http://oaglobal.dahuatech.com/ Dahua Employee Login]
−
* [https://docs.google.com/spreadsheets/d/1AonIjhzN3-ViHevBvi-eoXTWq9rNTWUsaXkLv_TDpRg/edit?usp=sharing Device List]
+
:* [https://docs.google.com/spreadsheets/d/1AonIjhzN3-ViHevBvi-eoXTWq9rNTWUsaXkLv_TDpRg/edit?usp=sharing Device List]
−
* [[Internal:Internal_Only/System_Down_Emergency_Process|System Down Emergency Process]]
+
:* [[Internal:Internal_Only/System_Down_Emergency_Process|System Down Emergency Process]]
−
* [[Internal:Internal_Only/Password_Reset_Process|Password Reset Process]]
+
:* [[Internal:Internal_Only/Password_Reset_Process|Password Reset Process]]
−
* [[Internal:Product_Review_Process|Product Review Process]]
+
:* [[Internal:Product_Review_Process|Product Review Process]]
−
* [[Internal:Internal_Only/Head_Count|Head Count]]
+
:* [[Internal:Internal_Only/Head_Count|Head Count]]
−
* [[Internal:Internal_Only/Sub_Problem_Type#Problem_Type_and_Sub-Problem_Type|Problem Type and Sub-Problem Type]]
+
:* [[Internal:Internal_Only/Sub_Problem_Type#Problem_Type_and_Sub-Problem_Type|Problem Type and Sub-Problem Type]]
−
* https://dahuawiki.com/Firmware_Templates
+
:* https://dahuawiki.com/Firmware_Templates
−
* https://dahuawiki.com/Firmware_by_Device_Tabbed
+
:* https://dahuawiki.com/Firmware_by_Device_Tabbed
−
* https://dahuawiki.com/Firmware_Templates
+
:* https://dahuawiki.com/Firmware_Templates
−
* https://dahuawiki.com/Kits
+
:* https://dahuawiki.com/Kits
−
* [[Internal:Name_Rule]]
+
:* [[Internal:Name_Rule]]
−
* https://dahuawiki.com/Internal:Empower
+
:* https://dahuawiki.com/Internal:Empower
−
* [[Internal:DSS_Windows|DSS Windows]]
+
:* [[Internal:DSS_Windows|DSS Windows]]
−
* [[Internal:Deep_Learn|Deep Learn]]
+
:* [[Internal:Deep_Learn|Deep Learn]]
−
* [[Internal:Customer_Lookup|Authorized Customer Lookup]]
+
:* [[Internal:Customer_Lookup|Authorized Customer Lookup]]
−
* [[Internal:ANPR|ANPR Automatic Number Plate Recognition]]
+
:* [[Internal:ANPR|ANPR Automatic Number Plate Recognition]]
−
 
 
  
  
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===Product Pages===
 
===Product Pages===
−
* [http://www.dahuasecurity.com/en/us/category.php?cid=934 Access Control DNA] = [[Access_Control]]
+
:* [http://www.dahuasecurity.com/en/us/category.php?cid=934 Access Control DNA] = [[Access_Control]]
−
* [http://www.dahuasecurity.com/en/us/category.php?cid=944 Video Intercom DNA] = [[Video_Intercom]]
+
:* [http://www.dahuasecurity.com/en/us/category.php?cid=944 Video Intercom DNA] = [[Video_Intercom]]
−
* [http://www.dahuasecurity.com/en/us/category.php?cid=684 Multi-Sensor DNA] = [[Multi-Sensor]]
+
:* [http://www.dahuasecurity.com/en/us/category.php?cid=684 Multi-Sensor DNA] = [[Multi-Sensor]]
−
* [http://www.dahuasecurity.com/en/us/category.php?cid=556 Fisheye DNA] = [[Fisheye]]
+
:* [http://www.dahuasecurity.com/en/us/category.php?cid=556 Fisheye DNA] = [[Fisheye]]
−
* [http://www1.dahuasecurity.com/products_category/dss-20.html DSS] = [[DSS]]
+
:* [http://www1.dahuasecurity.com/products_category/dss-20.html DSS] = [[DSS]]
−
 
 
 
===Dahua Irvine Inventory List===
 
===Dahua Irvine Inventory List===
−
* [[Internal:Dahua_Irvine_Inventory_List|Dahua Irvine Inventory List]]
+
:* [[Internal:Dahua_Irvine_Inventory_List|Dahua Irvine Inventory List]]
−
 
+
:* Live Demos
−
* Live Demos
 
−
 
 
 
User: admin
 
User: admin
 
PW: DahuaWIN2017
 
PW: DahuaWIN2017
  
 
===Wiki Processes===
 
===Wiki Processes===
−
* [[Internal:System_Photos_Process|System Photos Process]]
+
:* [[Internal:System_Photos_Process|System Photos Process]]
−
* [[Internal:Example_Photos_Process|Example Photos Process]]
+
:* [[Internal:Example_Photos_Process|Example Photos Process]]
−
* [[Internal:PDF_Banner_Process|PDF Banner Process]]
+
:* [[Internal:PDF_Banner_Process|PDF Banner Process]]
−
* [[Internal:Database_Photos_Process|Database Photos Process]]
+
:* [[Internal:Database_Photos_Process|Database Photos Process]]
−
* [[Internal:Wiki_Article_How_To|How to create a wiki article]]
+
:* [[Internal:Wiki_Article_How_To|How to create a wiki article]]
−
* [[Internal:Product_Page_How_To|How to create a product page]]
+
:* [[Internal:Product_Page_How_To|How to create a product page]]
−
* [[Internal:Internal_Only/AwesomeFont|AwesomeFont Reference]]
+
:* [[Internal:Internal_Only/AwesomeFont|AwesomeFont Reference]]
−
 
 
 
===LearnDahua Enrollment Codes===
 
===LearnDahua Enrollment Codes===
−
* Dahua Basics -LearnBasics
+
:* Dahua Basics -LearnBasics
−
* IVS: Technical Training -DahuaWIN
+
:* IVS: Technical Training -DahuaWIN
−
* Technical Support Operations -DahuaWIN
+
:* Technical Support Operations -DahuaWIN
−
* DSS Intro -LearnDSS
+
:* DSS Intro -LearnDSS
−
* HCVR & XVR Internal Training -LearnXVRandHCVR
+
:* HCVR & XVR Internal Training -LearnXVRandHCVR
−
* Presentation Resource -LearnPPT
+
:* Presentation Resource -LearnPPT
−
* Technical Training -LearnTT
+
:* Technical Training -LearnTT
−
* Technical Assessment -LearnTest
+
:* Technical Assessment -LearnTest
−
 
 
  
  

Revision as of 22:20, 3 May 2019

Dahua USA Internal Information

Online Software

  • Salesforce Production Server

  • Bomgar

  • uJet

  • Avaya Phone System

Serial Lookup

  • Serial Lookup Tool 1

  • Serial Lookup Tool 2

  • Serial Lookup Tool 3

Dahua Sites

  • Main Site (USA)

  • Main Site (International)

  • Learn Dahua

  • Dealer Portal

  • GKS-Internal Only Knowledge Base

  • Lorex Wiki

Reporting and Reference

  • Process

  • Salesforce Instructions

  • Global To Do

  • Call Scripts

  • Request Time Off

  • Reporting

  • Customer Satisfaction Survey

  • Escalation file:Checklist

  • RMA Process

  • Q&A

  • Sales


P2P Websites

  • www.dahuap2pcloud.com
  • www.easy4ipcloud.com

Non-Dahua

  • Digimerge

  • Empower

  • ADT Online Resource

  • Digimerge DDNS

  • FLIR DDNS

LeChange RMA

For LeChange devices that have been approved for RMA go through the Following Process:

  • Get the model number, shipping address, email, and contact number if not already had.
  • Set Status to RMA Pending and enter the RMA Reason and Type.
  • Save the case, it will automatically be transferred to the DNA - RMA Queue.
  • From the DNA - RMA Queue approve the RMA take ownership back over the case.
  • Send an email to ALL the following:
jessica.oviedo@lorextechnology.com (Main To)
joe.lee@lorextechnology.com ( Additional To )
jp.wenger@dahuatech.com ( CC )
Steven.Mei@dahuatech.com ( CC )
  • In the email, state the reasons for RMA, model of the device, and whether or not they need replacement cameras as well. Request the tracking number for the unit as well.
  • Make sure that all parties are kept in the loop throughout the RMA process.
  • Once the unit has been shipped, send tracking information to the customer by email.

Report a Problem

  • Bug Tracker

  • Report a Problem with DahuaWiki

  • Report an Issue

Product Information Links

  • Name Rule Authorization

  • Device Credentials

  • DVR, XVR, HCVR, IVS and Fisheye

  • Where Purchased

Phone Numbers

Name Department Phone Number Email
Dahua North America-Technical Support Technical Support 877.606.1590 Support.USA@DahuaTech.com
Dahua North America-Dealer Line Technical Support 866.302.6735 dealersupport.usa@dahuatech.com
Dahua North America-Internal Only Tech Support Technical Support 866.302.6735 InternalSupport.USA@dahuatech.com
Lorex Technical Support Technical Support 877.755.6739 Support@LorexTechnology.com
Empower Technical Support Technical Support 949.204.3226 empowersupport@unisight.net
LeChange Technical Support Technical Support 800.883.4120 support.usa@lechange.com
ADT (Alpha) Technical Support Technical Support 877.609.1936 alphasupport.usa@dahuatech.com

Product Management

Adjusted Product Line Responsibility

Others

Angela Huang

IP Camera, Thermal Camera, HDCVI Camera, Accessory (camera relevant )                                                                                                                                 

Ordering system maintenance support from product perspective                                                                                              On-site product vetting support for video products

Lucas Zheng

NVR, HCVR DVR, Penta DVR, Bundles, Transmission,  Display, Accessory (storage/transmission relevant), DSS Express

Public Cloud relevant, On-site product vetting support for video products

Jordan Che

PTZ Camera, IP Environmental Camera, Intercom, Access Control, 3rd party VMS integration support.

On-site product vetting support for intercom & access control  products

Projects


Salesforce Case Status Quick Reference

SF Case Status Reference.png

Product Pages

Dahua Irvine Inventory List

User: admin PW: DahuaWIN2017

Wiki Processes

LearnDahua Enrollment Codes

  • Dahua Basics -LearnBasics
  • IVS: Technical Training -DahuaWIN
  • Technical Support Operations -DahuaWIN
  • DSS Intro -LearnDSS
  • HCVR & XVR Internal Training -LearnXVRandHCVR
  • Presentation Resource -LearnPPT
  • Technical Training -LearnTT
  • Technical Assessment -LearnTest
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