Alcatel-Lucent 5530 manual Adaptable customer care workflows, Cpe

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

Start	Get connection	Connection
	status from LSD	status

Problem

solved

Stop

Line up			Equipment			CPE		CPE not
			down			failing		detected
		Dispatch		Escalate to 2nd line			Please connect
		technician		support and start
							CPE and power up
		to CO		LQD with robust init.
	Stop			Stop			Start LQD and
							get connection
							status from LQD
			Equipment		CPE
Line up			down		failing		Connection
							Status
								CPE not
						Yes		detected
							CPE ready
							connected and
							powered up?

No

12Alcatel-Lucent 5530 Network Analyzer