Alcatel-Lucent 5530 - Manual (Page 12)

Alcatel-Lucent 5530 Network Analyzer 12
Adaptable customer care workflows
Thanks to the Alcatel-Lucent 5530 NA, your customer
support team can now be put back into action and take
a key role in the customer trouble resolution process. The
product provides means for integrating DSL and POTS
line troubleshooting in your customer support applica-
tions. The product provides an API, allowing simplified
line information and testing capability, along with cus-
tomizable workflows. This will help you to quickly build
the customer support application that fits your unique
requirements. Based on this capability, your customer care
agents can take advantage of meaningful line state infor-
mation and follow through well specified troubleshoot-
ing steps. As a result, you strengthen both the role and
competence of customer support, while reducing problem
escalation to your expert teams.
Figure 7. Customizable customer care workflows
CPE ready
connected and
powered up?
Connection
Status
Connection
status
No
Yes
CPE not
detected
CPE not
detected
CPE
failing
CPE
failing
Line up
Line up
Equipment
down
Equipment
down
Start LQD and
get connection
status from LQD
Get connection
status from LSD
Please connect
CPE and power up
Stop
Start
Stop Stop
Escalate to 2nd line
support and start
LQD with robust init.
Dispatch
technician
to CO
Problem
solved