Collaboration Regarding HP-UX...

CREMEA GCR** (Global Call Routing) for finding appropriate team, and then for collaborating via telephone (TNT code) or electronic engagement (e.g. HPVR¹)

HP Internal: http://vatlstpron.atlanta.hp.com/GCR
External Partners: https://houprp.cce.hp.com/GCR

GTF - GSE Global Technology Forums - HP Professions Program - About the GSE forums
NetMeeting (Start»Programs»Accessories»NetMeeting or Start»Run... "conf")
People Finder - PeopleFinder enables you to find fellow HP employees and non-HP contract employees throughout all HP locations. You can search for people by last or first name, and the search will return all related information for all matches.
The Part Page - Lookup Products, Parts, and Contracts
Virtual Rooms (www.rooms.hp.com) (use IE or IE Tab and turn off pop-up blockers)
WaterCooler - About
Web_E&Q - Lookup Info on: My WFM login, Queues, WorkGroups, Users (By Login Name, By Employee #, By Email Address)

Collaboration Sites

¹HPVR (HP Virtual Rooms) - www.rooms.hp.com - for rooms used internally for team chat see the Registry: HPVR Persistent Room Registry & Keys
²HP Services « Technology Solutions Group « Worldwide - Technology Services « Global Competency Centre « Value Global Solution Center « Americas « Enterprise Systems UX Global Competency Centers (GCC) «Enterprise HP-UX OS Backline Team

FYI, in case you don't already know, Warm Transfers are for Mission Critical customer/cases, see Prod/Contr to see if Package Name contains "Critical". The mission critical room is sc-hpux-adm-mc

From 7AM Eastern until 6PM Pacific: We are currently in standard hours, in the Americas. For example, for HP-UX OS issues, ask in sc-hpux-adm - Or use CREMEA GCR to find the appropriate room. HP Internal: http://vatlstpron.atlanta.hp.com/GCR External Partners: https://houprp.cce.hp.com/GCR/

³ Historically there have been a couple of queues: USS_CC Afterhours WIP and USS_SC Afterhours Sweep
⁴ There are more rooms listed in the Registry: HPVR Persistent Room Registry & Keys - (short link): link.hp.com/u/11u - e.g. WTEC has several rooms, the main one for HP-UX being wwassist-hpux
* Global Services Engineering, HP Garage Rule#8 ("Invent different ways of working.")

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** Keystone CRT will be retired on May 12, 2008

**Subject: Keystone to CREMEA GCR Migration Update

This message is intended for all call center personnel and/or current users of the Keystone call routing tool. If your job function does not require you to use a call routing tool, you can delete this message.

GCR Leads, please forward this message to your respective teams!

The migration of Keystone to CREMEA GCR tool will be completed on Friday, April 25, 2008. All current Keystone users are encouraged to read and understand the contents of this message.

What is CREMEA GCR?
CREMEA GCR (Global Call Routing) is the new HP Services global routing tool. It will be used in the global solution centers by call directors and technical support teams to identify the correct team for a customer’s product support needs.
GCR can be accessed via these URLs:

HP Internal: http://vatlstpron.atlanta.hp.com/GCR

External Partners: https://houprp.cce.hp.com/GCR/

Please note that CREMEA GCR only works with Internet Explorer. It will NOT work with the Mozilla Firefox web browser.

Keystone Retirement
The Keystone application will be retired on May 12, 2008. When accessing the site after the retirement date, you will be advised that the tool has been retired and the replacement tool is CREMEA GCR. Both the internal and external links will be included in the message.

Although Keystone will be available for a short time after the migration, users are encouraged to begin using the CREMEA GCR tool immediately after the training has been completed.

F.A.Q.
There is an f.a.q. document available to assist users in addressing possible issues encountered post migration as well as addresses specific questions pertaining to the migration. This document can be found at http://na.know.hp.com/tsg/SDtools/KeystoneCRT/GCR%20UAT/GCR%20CREMEA%20FAQ/Forms/AllItems.aspx.

Recorded Training Session
CREMEA GCR training is available at the Grow@hp Resource Center.

Registration Steps:
1. Go to http://grow.hp.com/Saba/loginAsUser.jsp?deepLinkName=CourseDetail&deepLinkParams=courseId=00059220
2. Click on the "Register" button
3. Click on the "Register" link at the bottom of the page.
4. Click on the "Launch Content" Link. This can take a couple of minutes.

Additional Information
A user's guide is available directly on the CREMEA GCR main page by clicking on the "GCR User's Guide" link on the upper right hand corner.

Questions can be submitted via the Americas feedback form link located on the main page of the tool or contact the GCR focal for your area.

Kind regards,

John Richmond and Abbey Macias
GSC-A Keystone project management and transition leads