OpsLogic Service Visibility Portal

As broadband service providers grow in this highly competitive market, customer service becomes a critical success factor. Providing complete up-to-date information to account and network management staff, and customer service representatives becomes more difficult as islands of data exist across multiple systems.

Auspice® OpsLogic® Service Visibility Portal provides powerful web-based visibility and interactive diagnostics of all service assets based on a given a unique customer key. This may be customer account ID, telephone number, an assigned IP, or attached device's MAC Address. The Auspice OpsLogic Service Visibility Portal (SVP) intelligently retrieves, in real-time, selected cross-system status information from billing, order entry, support servers (e.g., email), IP and QoS management systems, the CMTS, cable modems and other customer premise equipment (CPE). Then the SVP presents this information through several dynamic and integrated web-pages. This provides the ultimate in customer service visibility required by service installers as well as plant maintenance, operations center, and customer support personnel. The OpsLogic Service Visibility Portal is customized and deployed in a fraction of the time and cost compared to implementation with current web-application builders.

The OpsLogic Service Visibility Portal enables you to:

Access real-time cross-system data for all supporting diverse enterprise servers, databases, and devices on behalf of a single customer (or device) problem
Gain unparalleled web-based service visibility to view real time status of customer devices correlated with subscriber billing and provisioning information and status of supporting systems on the broadband network
Enable first point-of-contact customer service representative to handle customer calls to:
- Verify account activation and status and determine performance of customer's device(s)
- Validate service provisioning and proper configuration of OSS systems
- Isolate and validate cause of service outage through integrated web-based utilities
- Actively update account and provisioning systems and/or reset customer device(s) to provide immediate resolution
- Generate an auto-populated trouble ticket (e.g., Remedy), directly through SVP, for unresolved customer service calls
Reduce cost of providing service and rapidly resolve billing and service provisioning errors and service interruption that lead to subscriber dissatisfaction and lost revenue
Rapidly integrate and extend to newly acquired or next generation systems components into a single web-based customer service portal
Fully deployable as a mobile work-force solution for integrated, real-time enterprise access by the field technicians.

The Auspice OpsLogic Service Visibility Portal solution offers on-demand access and web-based visibility of a customer's status information from the CMTS and cable modem, correlated with device configuration, customer account information, customer provisioning information and status of the network's supporting systems. This is achieved by performing real-time multi-system data access across the service provider infrastructure on behalf of a single customer using any unique customer identifier.

Real-time queries directly access multiple (multi-protocol) systems such as the CMTS and cable modem to get device status and configuration (online status, IP address, power levels, bandwidth settings); billing and order entry systems to get customer account information (e.g., account number, name, address), service ordered, and account status information; and provisioning systems to get the services provisioned (e.g., account status, CPE, bandwidth-tier profile, IP lease grant/expiration dates, ISP selection). This data is processed in real-time by configurable business rules (e.g., data thresholds, cross system data comparisons, expired lease dates, user error messages) and presented on web-pages with colorized data fields and informational messages.

Integrated web-enabled interfaces to command-line utilities such as IP based Ping and Traceroute are provided for analysis; eliminating the need to launch and/or login to separate utility windows. An integrated modem reset capability, as well as ability to update account and provisioning system information directly, enable active and immediate resolution of problems.

For further analysis of a reported customer problem, visibility of the current state for all supporting servers, and the current status of the plant hardware (e.g., fiber nodes) associated with the selected customer is fully integrated. SVP will generate secondary web-pages containing network configuration, system status and performance data for supporting servers including the CMTS, DNS, TFPT, and DHCP (includes DHCP scope tables, if available).

In addition, the SVP solution can generate an on-demand fully correlated HFC device (e.g., Node) report, which discovers other customer modems on the same one as the selected customers and obtains their real-time status. This provides immediate validation that outage is or is not isolated to a single customer.

Finally, for unresolved issues, SVP can be configured to generate an autopopulated trouble ticket (e.g., in Remedy or ICOMS), with the captured current configuration and status of all supporting devices, applications and servers.

Auspice® OpsLogic® Service Visibility Portal Feature Summary:

A singular, comprehensive view of all network service assets of a customer based on a given and unique customer key such as account id, telephone number, IP address, or device MAC Address
Automated verification and validation of proper network configuration and operation of all customer related devices, provisioning system, and supporting servers, through customizable business logic
Provides powerful web-enabled utilities as analysis tools directly to the devices, databases, and applications
Enables single point of contact resolution of customer call issues by providing capability to directly reset and reconfigure customer devices and update account and provisioning systems
Isolate and verify cause of service outages via an on-demand analysis of HFC devices and supporting servers supporting the selected customer
Generate and auto-populate trouble ticket for unresolved issues, with the captured configuration and status of all supporting devices, applications, and servers.

“We’ve deployed solutions that have enabled us to improve service reliability, enrich customer care, shorten mean-time-to-repair and reduce IT and operations costs.”

Charlotte Field, Senior VP – Technical Field and Network Operations, Comcast

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Network Service Assurance

OpsLogic Service Visibility Portal