User manual ALCATEL-LUCENT MOTIVE CUSTOMER SERVICE CONSOLE DATASHEET RELEASE 3.1

[. . . ] PLATFORM AN ALCATEL-LUCENT COMPANY Motive Customer Service ConsoleTM DATASHEET | RELEASE 3. 1 As complex digital home and mobile broadband services penetrate deeper into the mainstream, service providers must find better ways to manage and support these services. Today it is commonplace for service providers to escalate help desk calls from Level 1 support agents to more expensive Level 2 or Level 3 agents. [. . . ] Specifically, CSC proactively executes diagnostic tests on the end-toend service prior to any CSR action. Subsequently, CSC uses the diagnostic intelligence to perform automated remediation functions. Additionally, CSC will provide CSRs with a detailed network map showing the real-time network status for a given customer. Diagnostics and service management utilities are defined for common problem categories, so support personnel can run tests, for example, on high-speed Internet (HSI) or mobile broadband connectivity, and directly launch a utility such as rebooting a gateway or upgrading firmware on a mobile device. CSC also provides help desk personnel with a unified CSR console that has the ability to directly manage PLATFORM subscribers' CPE. Endpoint Management allows CSRs to: · View and configure device parameters, such as security and WiFi settings · Execute actions, such as a device reboot · View a log of actions that have occurred on devices CSC is highly configurable and offers the ability for service providers to easily design their own user interface look and feel, including color schemes, icons, panel locations, and supports multi-language characters sets. CSC can run as a standalone system, or can be embedded within another application, such as a CRM system. Key Features · Endpoint Management simplifies operations by allowing service providers to manage endpoint devices (e. g. , modems, gateways, PCs, set-top boxes) through a unified CSR console. · Highly Configurable Help Desk Interface allows service providers to easily design their own GUI for CSRs, including customized color schemes, icons, and panel locations. · User Profiles allow diagnostic and remediation functions to be assigned to a user based on role and access privileges. · Proactive Diagnostics automatically initiates data collection on the customer environment prior to CSR involvement. [. . . ] The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. [. . . ]