Event Management System

Friendly Events Management System (FEMS)

Monitor CPEs and user's experience while taking proactive action

The CPE devices installed at the customer end constantly generates events that provide clues regarding potential problems. Friendly Events Management System (FEMS) allows service providers to gather and analyze these events, generate alarms on potential problems and low QoS levels, and take proactive measures that address these alerts. The system automates problem resolution with predefined scripts, reducing support costs, increasing customer satisfaction, and thereby avoiding churn. The scripts are automatically triggered by events, which are generated by the device, and include automated problem resolution as well notification to external systems and applications.

Gathering and analyzing events from the device

FEMS gathers events from the device concerning QoS levels, changes to the settings, and other potential problems and produces alerts which may be brought to the attention of the service provider and/or trigger various problem resolution scenarios. Alerts may include the following types:

• QoS is reduces under a certain level
• User is connected the first time
• User changed important setting on the device
• CPE was rebooted more than once in a short time frame

Seamless creation of "what if" scenarios and proactive actions

FEMS' Workflow Editor allows business users to easily create what-if scenarios while visualizing the workflows on screen. The scenarios may include automated proactive actions. Common scenarios include:

• Implementation of complex provisioning scenario/workflow, involving external systems
• Diagnostics and resolution of potential problems before they occur
• Diagnostics and resolution of potential problems upon user request
• Monitoring QoS and executing corrective actions if needed
• Notify external system (XML message / SNMP/ Email
• Run an Executable / Application
• On screen message
• Write to a Log file

Open Interface to external systems

Based on web services and SOAP, FEMS offers an open interface to external systems, including TR-69 ACS, Self-support Portal, Support Center Application, PC Client applications and back office systems, such as Billing, CRM, OSS, and more. These interfaces can be incorporated into the system's workflows.

A myriad of interactions during the workflow process

The workflow process can involve interaction with the user's CPEs, user's PC, the carrier's back-office system, and more. FEMS can invoke any executable file with any combination of parameters that are received from the trigger. FEMS can also use SNMP Traps to monitor relevant network-attached devices and incorporate the results in the executed workflow. Combining the Web Service Call, the Executable Call and the SNMP Trap call enables the user to develop powerful and complex workflows, leveraging the full potential of available back-office systems.