PDF of this tutorialThe emergence of the Internet has opened the door to new opportunities for LECs. However, it also has introduced new complexity into the maintenance process. The traditional trouble report of "I have no dial tone" will migrate to the following statements.
- "I am not getting 33.3K. I just bought this new modem, and the box says I am supposed to be able to get this speed."
- "I cannot reach my Web site."
- Worse yet, some may call in and say, "My PC troubleshooting application says your DNS server has a problem."
The root cause to these problems will be distributed among user cockpit errors; issues with the traditional copper access network and its ability to carry data speed (both narrowband and broadband); and problems with the equipment in the Internet backbone.
To manage these challenges, LECs are taking two approaches. First, many are limiting their growth in delivering Internet access. This serious problem is a result of the lack of appropriate tools to identify copper lines that can carry higher-speed signals and support Internet customer trouble reports in call centers. Second, support groups are responding by putting skilled groups in place to respond to the new provisioning, trouble-reporting, and repair needs. Separate work processes are being established to route these specialized problems to those with the necessary expertise.
In essence, LECs are rebuilding the test-desk approach of the past. However, just as with voice service, as the volume of users for the new services increases, LECs will face the challenge of automating these reception, diagnosis, and repair processes. However, current support systems do not have the capability to support ICCC in high volumes with quick and accurate diagnosis and isolation of network failures. The results are increased costs, longer cycle time to resolve problems, lower-quality customer service, and customer churn.
