FEATURES:

  • Management of single and multiple CPEs per user.
  • CPE and customer profile management.
  • Users managment
  • Mass Update / CPE Group Update
  • Software/Firmware Image Management
  • CPE Policy Management
  • CPE based events triggering
  • Supported of devices connected to the router (TR-111)
  • Full support of the TR-69 specs
  • Complete API/NBI to external applications

BENEFITS:

  • Enables provisioning and delivery of value-added services.
  • Supports all routers, set-top boxes (STBs), ATAs, cameras, IP phones with no additional development.
  • Improve subscriber’s QoS
  • Reduces the cost of provisioning new subscribers and new services
  • Reduces on-going support costs

Support Cost Reduction for Call Centers

  • Friendly's TR-069 Call Center Portal 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 this portal, 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 call center portal 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 Devices

  • The Call Center Portal offers a single management interface to support all types of CPEs, including, modem/routers, STBs, aTAs, or any other TR-069-enabled devices. 
  • Through its flexible search capabilities, the call center representative 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.

Fast 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 Call Center Portal 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

  • Sometimes problems occur due to changes in settings.
  • Call Center Portal 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

  • Call Center Portal 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.

Remote Adding / Deleting Ports

  • Users often need to open or close ports.
  • Through this portal 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.

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