TR-069 Call Center Portal

• 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.

• 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.

• 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.

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

• 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.

• 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.

• 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).

• 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.