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Table of Contents:

Definition and Overview

1. Introduction

2. Network Repair Process

3. Why Voice over IP?

4. Test-System Elements

5. Emerging Network Support Issues for Delivering Fast Internet Access

6. New Local Exchange Carrier (LEC) Requirements

7. Internet Consumer Customer Care (ICCC) Testing

8. Expanded Test System Architecture

9. The Future

Self-Test

Glossary

PDF of this tutorial

Definition
Many local exchange carriers (LECs) are increasing their consumer revenue stream by offering new Internet protocol (IP)–based services over the copper-access network. To enable this, LECs need to support Internet consumer customer care (ICCC) with the appropriate testing solutions. The three areas of ICCC that test systems will need to support are verification that the copper and IP networks are able to carry the service before it is offered; proactive identification of problems before they affect service; and responsive management of customer calls by call-center receptionists when problems do occur.

Overview
This tutorial describes the evolution of access-network (AN) testing and then provides details on the current support issues for LECs related to introducing Internet access in volume for consumers. It concludes by highlighting the technology needed to support testing for ICCC.