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Deskside Scheduling Support Services

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Deskside Scheduling Script

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Call Progress Procedures

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RonM - Updated 04\21\02

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Step 1

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Identify the customer.

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Customer Department, Location, and Contact Info

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Please document a primary and backup method to contact the customer.

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Obtain the following information from the customer:

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WWID -&nbspMake sure the auto fill occurs in REx. Check with the customer for accuracy.

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Office Location -&nbspThe place where the customer normally works.

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Actual Location -&nbspThe place where the customer is now, if he/she is not at their office.

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Contact Info - Make sure you have a method to contact the customer continuously for the next couple of hours, and also a backup method. See Notes for examples. </li>

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Notes

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Step 1 Notes and FAQs

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Notes

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This information can be found in <a href="http://cdis.yahoo.com/cdis/QueryTool/Default.asp?SearchBy=WWID">CDIS</a> also.

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FAQs

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Why pay so much attention to Customer Information?

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This information is used for multiple purposes

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To identify which tech/group should be supporting the customer, especially if the customer is travelling when they call.

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To enable the tech to contact the customer to arrange to help them.

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To help us route the ticket to the correct group.

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For billing.

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Why get both Contact and Alt Contact Information?

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The expectation is that the customers will be contacted quickly, and get their issues addressed. If they forget to mention that they will be unavailable at their desk, we need to be able to contact them. If nothing else, we can get their manager's contact info from <a href="http://cdis.yahoo.com/cdis/QueryTool/Default.asp?SearchBy=WWID">CDIS</a>.

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Contact Info/Backup examples

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Cell phone#/office phone+vm

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local phone #/alt. contact

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pager #/email

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other similar combinations

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Make sure the customer knows why you're asking, so they will know to check both places.

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Step 2

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Identify the Agreement Name.

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Determine Key Information - The Agreement Name

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Attempting to find the Agreement Name

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Check with the customer to see if they know their agreement number. These numbers have recently changed, so they may know their old number. You can cross reference these to the new agreement number using the Techs document. Check to see if the customer recognizes the Key Contact or technician name.

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If the customer does not know the agreement number, there are a few steps to try

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Use the information at the Agreement List first. Check the leftmost column for the customer's office location (home site). Find the Agreement Name(s) that match the customer's home site. Keep in mind that the agreement may be one of the multi-site agreements listed up top. The Agreement Name matches the entry in the REx ticket "Work Queue" field. The customer may recognize the contact name listed in the Key Contact column.

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If that doesn't resolve the Agreement Name, go to the Techs document. Find all the agreements listed there for the customers home site, which you found in the Agreement List. Check if the customer recognizes any of the technician names.

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If the Agreement Name is still unknown, escalate.

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Notes

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No Notes or FAQs have been defined for this section.

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Escalation

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Use this information to escalate Agreement Name resolution issues.

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If the Agreement Name can not be identified:

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Name

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Phone

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<p style="margin-left: 2"><font face="Arial" size="2">Role</font></td>

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<p style="margin-left: 2"><a href="john.doe@yahoo.com?subject=Agreement Name resolution issue&amp;body=I have been unable to resolve an agreement name for the following customer &amp; call"><font size="2" face="Arial">Curt Lerner</font></a></td>

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<p style="margin-left: 2"><font size="2" face="Arial">&nbsp;</font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">2nd Level</font></td>

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<p style="margin-left: 2"><a href="jane.doe@yahoo.com?subject=Agreement Name resolution issue&amp;body=I have been unable to resolve an agreement name for the following customer &amp; call"><font size="2" face="Arial">Ron McNew</font></a></td>

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<p style="margin-left: 2"><font size="2" face="Arial">356-8077</font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">2nd Level</font></td>

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<p style="margin-left: 2"><a href="james.cargill@yahoo.com?subject=Agreement Name resolution issue&amp;body=I have been unable to resolve an agreement name for the following customer &amp; call"><font size="2" face="Arial">Kevin Steven</font></a></td>

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<p style="margin-left: 2"><font size="2" face="Arial">(503) 475-7239</font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">Siemens Custom Solutions Manager</font></td>

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<p style="margin-left: 2"><a href="sam.wainwright@yahoo.com?subject=Agreement Name resolution issue&amp;body=I have been unable to resolve an agreement name for the following customer &amp; call"><font size="2" face="Arial">Eric Wangerin</font></a></td>

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<p style="margin-left: 2"><font size="2" face="Arial">(503) 816-1904</font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">Agreement Manager</font></td>

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<a href="sherry.kelly@yahoo.com?subject=Agreement Name resolution issue&amp;body=I have been unable to resolve an agreement name for the following customer &amp; call"><font size="2" face="Arial">Steve Dollar</font></a></td>

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<font face="Arial" size="2">&nbsp;503-264-7639</font></td>

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<font size="2" face="Arial">Agreement Manager</font></td>

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Step 3

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Create a REx ticket.

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Create a REx ticket using the information gathered above.

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REx Ticket Guide

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Use the list below as a guide to create a REx ticket.

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REx Field</b> </font></td>

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Level</b> </font></td>

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Entry</b> </font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">SUMMARY DESCRIPTION</font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">&nbsp;</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">'Highlight' info:
&quot;DP cust in AZ - battery won't charge&quot;,
&quot;HARD DOWN - T20 won't boot&quot;,
&quot;NM cust in SC - many duplicate meetings in Calendar&quot;, etc</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">SERVICE SITE &nbsp; </font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">&nbsp;</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">IT - Custom Solutions</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Category</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Choose the one to best represent the customer's problem.</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Application/Component</font></td>

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<p style="margin-left: 2"><font size="2" face="Arial">&nbsp;</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Choose the one to best represent the customer's problem</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Root Cause </font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Choose the one to best represent the customer's problem</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Priority </font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">Choose the one to best represent the customer's urgency</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;Low</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">18 hr SLA &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Single customer impacted, has workaround</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;Med</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">8 hr SLA &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Single cust, no workaround;
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; multiple custs, have workaround</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;High</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">4 hr SLA &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; More than one cust, no workaround</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">&nbsp;MUO</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">ASAP &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; More than 3 custs affected; no workaround</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">SUPPORT GROUP</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">Custom Solutions</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">WORK QUEUE</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">Find the queue with the correct Agreement Number</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">ASSIGNED-TO</font></td>

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<p style="margin-left: 2">&nbsp;</td>

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<p style="margin-left: 2"><font face="Arial" size="2">Leave ticket unassigned</font></td>

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Notes

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No Notes or FAQs have been defined for this section.

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Step 4

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Send email.

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<H4> <font face="Verdana" size="2" color="red"> Send email to the Siemens Team Lead (cc the CS Manager). </font> </H4>

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Please send an eMail to the appropriate Team Lead below:

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Make sure to CC: the CS Manager: Keven Stephen
Include RExTicketNumber - SiteCode - CustName in the Subject: line.

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Name

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Phone

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Site(s)

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<a href="john.doe@yahoo.com?cc=jane.doe@yahoo.com&subject=RExTicketNumber - SiteCode - CustWWID&body=A request for assistance was received:">Leonard Richards </a>

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916-356-8528

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<p style="margin-left: 2"><font face="Arial" size="2">

California, New Mexico,

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<p style="margin-left: 2"><font face="Arial" size="2"> <a href="john.doe@yahoo.com?cc=jane.doe@yahoo.com&subject=RExTicketNumber - SiteCode - CustWWID&body=A request for assistance was received:"> Holly Rule</a></font></td>

<td width="102" height="27" valign="middle" align="left">

<p style="margin-left: 2"><font face="Arial" size="2">554-0063</font></td>

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<p style="margin-left: 2"><font face="Arial" size="2">

Arizona

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<a href="mailto: john.doe@yahoo.com?cc=jane.doe@yahoo.com&amp;subject=RExTicketNumber - SiteCode - CustWWID&amp;body=A request for assistance was received:">

Michael Ham

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253-691-2716

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Dupont, Hudson, Seattle, Utah (All other small sites)

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<p style="margin-left: 2"><font face="Arial" size="2"> <a href="john.doe@yahoo.com?cc=jane.doe@yahoo.com&subject=RExTicketNumber - SiteCode - CustWWID&body=A request for assistance was received:"> Jason Eastman</a></font></td>

<td width="102" height="27" valign="middle" align="left">

<p style="margin-left: 2"><font face="Arial" size="2">

(503) 702-8361

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Oregon

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It is always helpful to include an accurate description of the customer's issues.
If you don't understand what the problem is, repeat the customer's statements in the email.

The Siemens Team lead will assign the REx ticket to the best available Technician, and make sure the tech responds to the customer as quickly as possible.

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Notes

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No Notes or FAQs have been defined for this section.

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