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Appendix F. How to Verify and Set Up Electronic Customer
Support
This topic contains information and instructions on how to access the electronic
customer support and IBM Remote Marketing Support.
v Electronic Customer Support
The electronic customer support connects the AS/400 to the IBM service system.
Electronic customer support will enable a call to the system and allow remote
hardware and software problem analysis, reporting, and management.
v IBM Remote Marketing Support
The remote marketing support function uses an IBM support system (for
example, IBMLink) to access the IBM information network. Remote marketing
support functions include question and answer support, IBM product
information access, and a technical information exchange.
Note: If you decide not to use electronic customer support, return to the
instructions for your upgrade method.
Verifying Configuration
If you are unsure whether you use electronic customer support on your system,
you can do the following to test whether it is configured:
__ 1. Test electronic customer support by typing the command SNDSRVRQS *TEST
and press the Enter key. If all parameters are correct, the test should
complete with the message Test request complete.
v If you do not receive a response in approximately five minutes, use the
System Request key and select the option to end the previous request. Then
continue with step 6.
v If you receive any other response, continue with step 2 and complete this
procedure.
__ 2. The message Error occurred while processing request appears for several
error conditions. A common condition that generates this error is when a
resource name that is not valid is used to identify the line for electronic
customer support. If you see this message, type the command WRKLIND
and press the Enter key. Ensure that the line description matches the
resource name for the line that you are attempting to use for electronic
customer support.
__ 3. The message Modem command not valid appears if no phone number is
present. If you see this message, type CALL QESPHONE on the command
line and press the Enter key. Verify that the phone numbers are correct.
__ 4. Enter the command WRKCNTINF and press the Enter key.
a. Select option 2 to work with local service information.
b. Select option 2 to change service contact information.
c. Verify that the contact information, including the phone numbers, is
correct.
__ 5. Enter the command SNDSRVRQS *TEST and press the Enter key. If you do
not receive the Test request complete message, contact your service
representative.
__ 6. Ensure that the following connections are in place:
© Copyright IBM Corp. 1997, 2000 55