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Cisco Meraki Documentation

Call Me Now

This article gives an overview of the Call Me Now feature for phone support by Meraki Support. Read to learn about the benefits, how to access, and call options on the Live Phone Support page in Meraki dashboard.

Overview

Call Me Now feature on the Meraki Dashboard allows you to get help from Meraki Support in a faster way. With this feature, you have the ability to request an immediate call from Meraki Support directly from the dashboard. 

For more information on the new case creation experience, refer to the Support Center Case Submission article.

Refer to the article FAQ for Call Me Now for answering your commonly asked questions about the Call Me Now feature.

The Call Me Now feature is integrated within the enhanced case submission experience. To request a call using this feature, follow these steps:

  1. Navigate to Meraki dashboard’s Support Center:
    • Click on a product or platform related to your case
    • Select the impacted device
  2. Enter a new case or select an existing case:
    • Existing Case: Select the case you are calling about. On the next page, choose the “Call Me Now” option
    • New Case: Create a new case and select the "Call Me Now" feature from the contact options.

Benefits

The Call me now feature comes with several benefits that are designed to improve your experience of getting help from Meraki Support when you need it. Some of the benefits are as follows:

  • Skip all phone prompts.
  • Receive a call from Meraki Support immediately and get placed in line for next available Support person.
  • Providing case details before connecting with phone support helps our Support team understand your issue and assign the most appropriate engineer for your case.

Access 'Call Me Now'

You can access the Call Me Now feature in two ways:

Access for New Cases

To access the Call Me Now feature, follow the steps below:

  1. Go to Meraki Dashboard.
  2. Click on the '?' icon in the top right corner on the dashboard and then from the list, click on Support Center (My Cases).
  3. Pick any product or platform category tile under Get Help tab.
  4. Select the impacted device and then click Next.
  5. Enter new case details and select a severity level (Severity 1, Severity 2, Severity 3, or Severity 4) and then click Next.

    call me now for new case
     
  6. Choose the Call Me Now option under Select contact option. Depending on the severity level you have selected, you will see either one of the two screens as shown below:

    Severity 1 and 2:sev1 sev2 call me now

    Severity 3 and 4:

    sev3 sev4 call me now

Access for Existing Cases

To access the Call Me Now feature for existing open cases, follow the steps below:

  1. Go to Meraki Dashboard.
  2. Click on the '?' icon in the top right corner on the dashboard and then from the list, click on Support Center (My Cases).
  3. Click on the My Cases Tab.
  4. Select an open case.
  5. Click on the “Call Us” button at the top right of the My Cases page.

    call me now existing case
     
  6. Choose the Call Me Now option, select your country code, and enter your phone number.
  7. Click on the Call Me Now button.

Call Options

When you are on the Select contact option page for a new case submission or on the Call Support Team page for an open case, you have two call options to choose:

  • Call Me Now
  • Call in 

Call Me Now

The Call Me Now is the fastest option available to connect with Meraki Support. If you select this option and provide your case information, you will immediately receive a call from Meraki Support to schedule a call and will be placed in line for the next available support engineer.

First, provide your country code and a callback phone number. Then click the Call me now button in the bottom right corner.

Call in

If you prefer to call Meraki Support directly, you can still do so. Select the Call in option and then click View support number to get the contact number. You will also receive your Case number and Support Passcode, which are required for the call-in experience.

If you choose to call in, providing case information in advance helps us route your call to the most appropriate support engineer, ensuring a smoother case resolution experience.

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