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Product Improvement of the Month

 Diagnostic Data Documentation for New Service Locations

(Object Birth Certificate)

When a new service location has been installed, and the ONT is activated for the first time, the installer should test and document the new fiber connection’s quality. With the new Object Birth Certificate functionality in COS Business Engine, this task is automated, thereby saving manual work and eliminating the risk of human error.

The system saves relevant information automatically as part of the installation work order process, and the stored data can later be used for comparison if there is a problem with a service location.

Diagnostic Data from ONT Saved During Installation 

When the ONT is connected to the service location in the COS Business Engine installation workflow, diagnostics information for the installed ONT is automatically retrieved and stored. This is done through the COS Zero Touch Provisioning integration with the hardware vendor EMS (Element Management System). The diagnostics information includes

  • OLT/ONT status
  • light levels
  • active alarms and more

Screenshot showing the COS installer portal and the step where the ONT is documented as installed at that specific address by scanning the ONT QR-code

(Screenshot showing the COS installer portal and the step where the ONT is documented as installed at that specific address by scanning the ONT QR-code?)

Speed Test Step to Verify and Document Upload and Download Speeds

If there is a service order waiting, the service will be automatically activated by COS Business Engine as soon as the ONT has been installed and turned on. Now the installer can run a speed test as a mandatory step in the work order process. It can be run against the ONT or any wifi gateway installed as part of the installation process. Speed test results are also saved within COS Business Engine.

Screenshot showing the COS installer portal and the step where the installer is required to run a speedtest once the installation has been completed and the service has been automatically provisioned by COS Business Engine.

Screenshot showing the COS installer portal and the step where the installer is required to run a speedtest once the installation has been completed and the service has been automatically provisioned by COS Business Engine.

Benefits – Improved Operation and Support Capabilities

The benefit of storing the performance data in the system is likely obvious. If there are problems with the service location, it’s easy for the person troubleshooting to go back and compare current values to the original values from when the ONT was initially installed and the service first activated. 

Moreover, when a support ticket is created, a diagnostics snapshot is automatically retrieved and stored, including a link to the support ticket. This gives the support representative a unique edge in troubleshooting as they can review what the status was at the time the ticket was created and the customer experienced the problems. Perhaps to ONT was down due to a power issue, but is up and running again when the support rep is working on the ticket. 

All stored diagnostics and speed tests for the service location are listed on the Object page.

Screenshot showing the COS Admin Interface, where the saved ONT diagnostic data is stored and time stamped under the “Historical Technical Information” list. The table below lists saved speed test results.

 

It is also possible to manually store diagnostics snapshots at any time from the admin interface and give them a descriptive name. 

Screenshot showing the COS Admin Interface and the “Technical Info” page on a specific Object – service location, where the live data from the ONT is displayed.

 

Summary

Being able to see and compare historical diagnostics and speed tests is a great tool when troubleshooting and finding out if the problem was pre-existing or new or if the issue has already been resolved at the time of troubleshooting. As COS Systems documents this history automatically, you save time and eliminate the risk of human error such as with staff forgetting to document properly. Moreover,  this functionality reduces the need for training of new staff and the time it takes for new staff to be up and running.

 

Book a consultation with one of our experts to learn more
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COS Systems and GOCare Create Innovative Solution 

To Revolutionize and Simplify Customer Experience and Sign-Up Process for Network Operators and Subscribers Worldwide


Las Vegas, Nevada, Calix ConneXions, October 2023 – GOCare providing innovative software solutions to the broadband and utility industries, including a complete digital experience platform, proprietary SMS Chat functionality, Secure Payments, multi-platform NPS scoring, and a sophisticated analytics engine, and COS Systems, a leading provider of network management and billing solutions for Network Operators, Service Providers and Open Access Networks are excited to announce a strategic partnership as well as a Proof of Concept (PoC) demonstrations that will take place on the expo hall floor of ConneXions.

This collaboration brings together two industry leaders to revolutionize and simplify the customer experience and sign-up process for Service Providers and their subscribers worldwide.

The PoC addresses customers’ overwhelming preference for digital channel engagement and the convenience of those channels for prospective customers, existing customers, and operators alike. Combining COS System’s address-search functionality (showing where fiber is available), with GOCare’s intelligent data capture and flexible digital experience platform, the companies provide operators and their subscribers with a world-class customer experience and easy access to available services. The integration makes it easy for operators’ subscribers to sign up for service by using digital channels such as SMS, WebChat, Social Media interactions, and even email to both get information about fiber services available in their area and eventually sign up via those digital channel engagement mediums.

COS Systems Business Engine, a proven network management solution (BSS/OSS) supporting Service Providers, Operators, and Open Access Networks with an automated end-to-end solution to streamline fiber network management will integrate seamlessly with GOCare’s analytics engine to enable operators to search for and sign up for services using the digital mediums most comfortable to their subscribers.  

“In a landscape where ISPs must constantly adapt their interactions with networks and subscribers, our decision to partner with GoCare has us very excited. This partnership signifies more than integration; it opens new avenues for enhanced communication and customer experiences, while reducing operational expenses and time for ISPs and network owners. COS has always championed automation, and finding a partner in GOCare, who shares this ethos, means our combined software capabilities will empower operations to engage with customers through contemporary channels like SMS, Facebook, WhatsApp, and Instagram, with the scope for further expansion. It’s about efficiency meeting innovation for superior service delivery,” said Mikael Philipsson, CEO of COS Systems.

“In today’s competitive broadband marketplace, ‘being easy to do business with’ is critical”, stated Rick Perkins, CTO of GOCare. “The PoC between GOCare and COS Systems simplifies customers’ expression of interest to a service provider and accelerates the timeline of service delivery without the friction of legacy processes like web searches, filling out forms online or even phone calls, IVR, hold times, and more” added Rick. Furthermore, service providers are able to determine consumer demand beyond their footprint for future smart builds through this important integration between GOCare and COS Systems”, concluded Perkins.

COS Systems and GOCare are committed to helping operators worldwide deliver exceptional broadband services with unmatched reliability and performance. The partnership will focus on providing a best-in-class customer experience to meet the evolving needs of service providers and their subscribers.

About COS Systems:

COS Systems is a leading provider of cloud-hosted network management and billing solutions for service providers. COS Business Engine is a proven network management solution (BSS/OSS) supporting Service Providers and Open Access Networks. The end-to-end platform provides subscribers self-service and digital sales and marketing through an online marketplace. Service orders will be automatically activated within a minute, and billing follows with no operator interaction. It offers a great user experience, increasing take rates and revenue. COS Systems has a global customer base and serves a wide range of service providers, including municipalities, utilities, network operators, and fiber ISPs. Learn more about COS Systems at www.cossystems.com.

About GOCare:

GOCare provides software solutions to the broadband and utility industries. Our SaaS portfolio includes a complete digital experience platform, proprietary SMS Chat functionality, Secure Payments, multi-platform NPS scoring, and a sophisticated analytics engine allowing our clients to benchmark their performance against other similar operators. GOCare was founded by industry veterans and incorporates its mission of “By Operators, For Operators” into how they partner with broadband industry leaders such as Vexus Fiber, Point Broadband, Bluepeak, and many others. For more information visit www.gocarecx.com. 

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