Support Center Application

Support Center Application

Support Cost Reduction for Call Centers

Friendly's Support Center Application reduces the service provider's support costs by shortening support call's handling time with remote diagnosis and configuration of the subscriber's CPE's. Using the Support Center Application, the CSR can remotely diagnose and resolve problems through intuitive screens and automated processes. The solution streamlining support calls throughout the customer's life cycle - during initial configuration devices and services as well as on-going usage, increasing customer satisfaction and reducing churn.

Ease of Use

Friendly's support center application supports both expert and non-expert CSRs. Its web-based interface contains intuitive screens, reducing the number of clicks, and automating processes. The result - a user-friendly application that can be easily used by a CSR with little training required.

Single interface to support all types of CPEs

The Support Center Application offers a single management interface to support all types of CPEs, including, modem/routers, STBs, ATAs, or any TR-069-enabled CPE. Through its flexible search capabilities, the CSR can easily find a CPE by username, full name, phone number, device serial number or a carrier's unique ID. It enables management of multiple devices per user, including gateways and various LAN devices. All CPE settings (e.g. WAN, LAN, wireless, VoIP, IPTV, etc) can be viewed and modified via an easy-to-use GUI.

Diagnostics and problem resolution

The CSR can perform a list of diagnostic tests , while viewing results on the screen, and remotely fix problems on the device. Diagnostic tests include:

• Check whether CPE is online or offline
• Check CPE status
• Perform a speed test by the device (TR-143)
• Have the CPE perform an IPPing command
• ATMLoopBack test
• Trace Route

The CSR can remotely change any parameter on the device.

Monitoring

The CSR can monitor the device performance and view the results on screen as a graph (including values).

Automatic Comparison and Reversion to "Default Profile" Settings

Sometimes problems occur due to changes in settings. Friendly's Support Center Application automatically compares the actual setting of the CPE with the default profile. The differences are conveniently highlighted and the CSR has the ability to restore any CPE parameter to the Carrier's default settings through the "Restore ISP Default" control.

Quick Fix Scenarios

Friendly's Support Center Application enables the self-creation of "Quick Fix" scenarios to solve problems on users' CPEs - with just a single click. The system identifies the problem, performs the diagnostics, and fixes the problem automatically.

Remotely Adding / Deleting Ports

Users often need to open or close ports. Through Friendly's Support Center Application the CSR can assist the user in this process and change existing settings at any time. The CSR remotely adds or deletes a port by specifying the application and the required settings (e.g. external and internal ports, protocol, remote host and internal client).

Firmware Version Upgrades

The application enables accurate downloading of CPE software/ firmware image files for a specific user. For security purposes, the file can be digitally signed. The signed package format ensures the integrity of downloaded files, and prevents third parties from remotely configuring the device.