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Today I'm gonna be showing you the TruVizion feature
that's best for our customer service rep.
There are several different features in TruVizion
that are useful for different people at broadband providers,
including CSRs, engineers out in the field,
engineers in the plant, but in this case
we're gonna be looking at the customer modem screen
which is great for customer service rep and even the others
that might be troubleshooting an individual subscriber.
So the first thing we see here is the quick query search area
where you can query a customer by their phone number,
email, last name, or MAC address. You can also expand that
if there's more things I wanted to query by, such as their address,
city, business name, IP address, different MAC address
including the CPE so there's more information here.
But in this case I'll just go ahead and I'm gonna query this customer
by their MAC address and we'll search for that
and that will pull up an individual subscriber here,
if I search by e-mail for example it might get a list of more people
that I could search from or select. In this case, we pulled up a customer
and the first thing that is evident as I look at the screen
is that this modem is online, we highlight that in bright green,
so that it's obvious immediately when you're talking to that customer
that their modem is online.
You'll also notice that we highlight any warnings or alerts
in a different color which would be red for a alert
or if this was just a warning it would be yellow,
and that's based on threasholds that are set in the system.
So in addition to seeing that the modem is online,
they could also see its registration, status, how long it's been online,
whether there've been any flaps, in this case that's a zero,
if that were a high number it would appear in yellow or in red,
in this case there's no problem there.
We can see the last flap time if we had one.
If that was a issue there, we could easily see that.
In this case, there's not been one since quite for awhile,
since November 2012.
I'm gonna uncheck auto update so that this screen remain static
while I'm showing it here. In addition to this information
I can look to the left here and I can see the modem
that this particular customer has, there's a picture of it which helps,
I can see the model number and the firmware number,
again that's very helpful. I've got the ability
to ping that modem right here with a button,
and then also any CPE behind it
that happens to be online and available,
I can ping those as well, just by clicking that button.
Up in the left top corner here I've got the ability
to reset the modem, and I can check the modem log,
I can clear the modem log if I wanted to do that
as part of the troubleshooting process.
Now, there's other information on the screen
that's very valuable for determining what is going on with this customer.
I look down here I can see the particular speed
this customer is supposed to be getting
and how many CPEs they have available in their configuration,
I've got the config right there.
I can see how the modem has been performing
over the last 24 hours as far as bandwidth,
and then also if there been any codeword errors,
either downstream or upstream.
This is helpful if you got a customer for calling in
and maybe is having a performance issue
and you could see immediately, for example,
if these numbers were in the yellow or in the red
that maybe it's that they're transferring a lot of data
and are running into a problem there,
maybe they've got a virus in their network or in their computer home
that's causing a problem. Up here I've got information
about the upstream and the downstream channels
as far as the transmit power, and the receive power,
and the Signal Noise Ratio both for the upstream
and the downstream channel.
So I can see immediately I can see that there's a problem right here.
Another great feature on this screen
is I can look down and I can see the port
that this modem is connected to, so, for example,
I might see that if this customer is having a bandwidth issue
or maybe actually there's a bandwidth issue up here on the port
that's causing a problem.
Or maybe the codeword errors are a problem at the port.
In this case everything's green so we don't see any problems,
but that would immediately tip me off that
maybe an issue that a customer is experiencing
is not in their home but somewhere out in the field,
out in the plant, and specifically associated with that port.
I've got some drill in capabilities on these screens,
I can look at the customer's bandwidth,
I'll drill in right here on the Communications tab
and I can look at their bandwidth over the last 24 hours
that's helpful if I wanted to see what kind of bandwidth
they're transmitting and when, if that was an issue.
I've got a drill in on the RF Panel where I can click and see
the RF levels over the last day, 7 days, 30 days, 90 days
or even stream it live. I'll just click on 7 days
so you can see I'm going out now in time
and I can view all of these different levels right here
for this customer and another great feature
is I can click a Compare button up here in the top left corner
and what this is gonna do is pull in the 5 closest modems geographically
to this customer and I can compare those levels
and see if I'm seeing anything unusual with my customer
compared to others or maybe they're all experiencing
a similar problem and that tells me again
that is not isolated to that customer.
I can even customize that by clicking this button
and that will give me a list of 20 other people that are nearby
and I can select a different person or up to 5 different people
to compare with this customer if I wanted to do that.
I'll just click the back button up at the top.
I can also drill in on the port that the customer is connected to
and I can see again 24 hours, 7 days, 30 days, 90 days,
I'll just click 90 days here,
and I'm now going back in time 90 days to look at the performance
of this port during that time, so that's very helpful
if I'm seeing a problem and I wanted to go back in time
because you're not always able to catch something
right when it's happening.
And at any time can go ahead and highlight an area of the graph
and then from there I'll be drilling in
on that particular section over time,
so that's a nice feature within the graphing as well.
I'll go back again and I'll show you a last thing that we can drill on,
you'll see here obviously that there's a map
in the right hand panel that shows the modems
that are closeby my customer, my customer is right here
in the middle where there's a little orange outline around the red,
again they're in an alert state,
which is why they're showing up as red.
By clicking on the drill in here, on the map,
I'm gonna pull up a full map of the area
showing all the customers on this port,
you'll see my customer shows up right here,
and again they're on a alert level in Transmit Power,
I'm just gonna close that right now.
I've got some other abilities here in this map
that you don't often see. I can actually filter this map.
If I wanna see just offline modems
I just click that button right there, the radio button,
I can see there's one lonely person right here that's offline.
I can instead again Show All modems
which pulls everybody up,
that's both people that are looking good in green,
and yellow which is a warning stage, and red which is a alert stage.
I can also show Alert Modems Only
and that's gonna take just those that are in a alert stage
and I can even filter that further
by taking off different boxes right here,
for example, nobody's experiencing any SNR problems
it looks like. And it looks like
the only thing that we've got going on
would be Upstream Transmit Power and Upstream Receive Power,
and you can see everybody, it looks like,
is having a Upstream Transmit Power
and if you were having Upstream Receive Power problems
as well. So, again,
that mapping is not just showing me where customers are
but is showing me the state that their modem is in
and I can filter that information very easily.
So, that's a quick run through in the modem screen section
of the TruVizion application.
As you can see this is a very powerful application
for those who are troubleshooting customers
and it would definitely save time and money.
You can reduce truck rolls
and you can send trucks to the right place
by seeing where the problems are occuring.
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