Cisco Prime Home User Guide, 5.1
Chapter 3: Customer Support Overview
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Table of Contents

Customer Support Overview

Finding and Selecting Subscribers and Devices

How to Search

Selecting Subscribers or Devices

Applying or Removing Labels for Multiple Records

About New Accounts

Creating a Subscriber or Device Account

Assigning a Device to a Subscriber

Assigning a Subscriber to a Device

About Saving Changes

Customer Support Overview

The Customer Support tab provides a central location for customer support representatives to manage subscribers and devices. You can perform the following customer service tasks:

  • Search for subscribers or devices

Select specific records

Apply labels to selected subscribers or devices


Note Some tasks are restricted to users with the Admin role. The tasks available to you depend on how your Prime Home installation is configured.


Finding and Selecting Subscribers and Devices

Before you can view or make changes to a subscriber or device, you must find the item in the Prime Home database. Prime Home provides robust search capabilities to help you locate information.

You can search for different kinds of subscriber and device data. You must enter the property terms exactly as specified below.

You can use a free-text search for some items, such as person name or subscriber code; for other items, you must precede the item by the property name.

You can use a free-text search to find the following items:

Firmware label

Firmware hardware version

Firmware manufacturer

Model

Product class

Software version

Report name

Script name

Script label

Subscriber primary e-mail address

Subscriber name

Person label

Subscriber phone number

Subscriber code

Subscriber domain

WAN POP connection username

Device domain

Device label

Device disposition

Device hardware version

Device manufacturer

Device model

Device OUI

Device product class

Device serial number

VOIP setting

VOIP username

WAN IP address

How to Search

You perform a search by typing keywords into the search field. You can type one or more terms, or you can use Boolean expressions, wildcards, and property names to enhance your search. Search terms are not case-sensitive.

 

Table 3-1 Search Terms and Results

This search term...
Finds this result...

jack

Records that contain the term jack .

jack london
jack and london

Records that contain both terms jack and london .

jack or london

Records that contain the term jack , the term london , or both.

name: jack

Records that contain the term jack in the name property.

name: jack city:not london

Records that have jack in the name property and do not have london in the city property.

name:"jack london"

Records that contain the exact phrase jack london in the name property.

jack*

Records that contain terms that begin with jack .

*jack

Records that contain terms that end with jack .

192.168.1.*

Has any IP address in the range 192.168.1.0 to 192.168.1.255.

192.168.*.*

Has any IP address in the range 192.168.0.0 to 192.168.255.255.

Examples:

  • city: Portland —Finds subscribers whose address includes Portland as the city.
  • city: *land —Finds subscribers whose address includes a city name that ends with land .
  • model: AG10* —Finds all devices with a model designation that starts with AG-10, such as AG10-NA1 and AG10W-NA2.
  • personLabel: Promo10 —Finds all subscribers who have the label Promo10.
  • wanip:192.168.*.* deviceLabel:Version3 softwareVersion:3.7 —Finds all devices with WAN IP addresses 192.168.0.0 through 192.168.255.255 that have a device label of Version3 and are running software version 3.7.

To perform a search:


Step 1 On the Customer Support tab, type the search term in the Find Subscriber or Device field.

Step 2 Press Enter .

Matching subscriber or device records appear on the Customer Support tab.


 

Selecting Subscribers or Devices

After you locate one or more subscribers or devices, you can select them for further processing, such as applying labels. You can also display a single subscriber or device.

To select one or more subscribers or devices, check the check box to the left of the desired subscribers or devices.


Note Depending on how your Prime Home installation is configured, selecting multiple accounts might be restricted to Admin users.


To display a single subscriber or device, click the blue text in the search results for that record, such as the subscriber name or device model number.

Applying or Removing Labels for Multiple Records

When you have multiple records selected, you can apply subscriber or device labels to all of them. You can also remove labels. For information about defining labels, see Managing Labels.

To apply a label to multiple records:


Step 1 Search for the subscribers or devices you want to label.

Step 2 Select the records you want to label.

Step 3 Choose a label from the Add section of the Subscriber Labels or Device Labels menu.


 

To remove a label from multiple records:


Step 1 Search for the subscribers or devices for which you want to remove a label.

Step 2 Select the records for which you want to remove a label.

Step 3 Choose a label from the Remove section of the Subscriber Labels or Device Labels menu.


 

About New Accounts

An account usually consists of a subscriber and an associated device. Some accounts have only a subscriber or only a device.


Note Depending on how your Prime Home installation is configured, the ability to create accounts might be restricted to Admin users.


Creating new devices and subscribers is handled through the provisioning process . You use the Provisioning page to complete the following tasks:

  • Create a new subscriber.
  • Create a new device.
  • Associate the subscriber with an existing device.
  • Associate the device with an existing subscriber.

Creating a new subscriber establishes an account record for the subscriber and might associate the subscriber with a device. Provide the following information:

  • Subscriber code—(Required) Unique code for the subscriber. You can use the subscriber’s phone number or any other unique identifier.

Note Your system administrator might set this field to require a specific number of digits. If you have problems creating a record, contact your system administrator.


  • Name—(Optional) The subscriber’s full name.
  • Email—(Optional) The subscriber’s e-mail address, which must be unique.
  • Control panel login and password—Credentials the subscriber uses to log into the control panel. You can specify a password, or click Generate Password to generate a secure one.

Creating a new device sets up device information for a specific device and might associate it with a subscriber. You can use the following types of information to identify the device. The identifier you use must be unique within your system so it is recognized when the device checks in.

  • Serial number and OUI—The device’s serial number and the first six hexadecimal digits of the device’s MAC address.
  • Provisioning code—A unique code that you specify.
  • Control panel provisioning ID—A unique identifier used to associate the device with the subscriber when it is installed. An installer uses this code to bring up the control panel after installing the device at the customer location. The control panel associates the device with the subscriber and applies previously specified settings. You can use this method to configure settings prior to knowing the specific device the customer will use.

Note You must specify a subscriber code when using the control panel provisioning ID. You cannot create a new device using this identifier unless you also create a subscriber or assign the device to an existing subscriber.


You must specify PPP credentials or allow the device to connect to your network with default credentials.

Creating a Subscriber or Device Account

To create a new subscriber or device account:


Step 1 On the Customer Support tab, click Create New Subscriber/Device .

Step 2 In the Subscriber section of the Provisioning page, make sure the Create New Subscriber tab is selected.

Step 3 Enter subscriber identification information: subscriber code, full name, and e-mail address.


Note Your system might require a phone number or subscriber ID with a specific number of digits.


Step 4 Do one of the following:

  • Check the Disable Control Panel check box.
  • Provide a username and password for the subscriber’s control panel. You can click Generate Password to create a password.

Step 5 In the Assign Gateway section, make sure the New Device tab is selected.

Step 6 In the New Device section, enter a unique device identifier for the device, using serial number or OUI, provisioning code, or control panel provisioning ID.

Step 7 In the PPP Credentials section, do one of the following:

  • Check the Use Default check box.
  • Enter a username and password for PPP access.

Step 8 (Optional) Select a domain.

Step 9 Click Provision Device .

Prime Home displays the Customer Support page for the account. You can then enter additional information about the subscriber or device, enable services, or perform advanced tasks.

If you encounter errors, the errored fields are highlighted and more information about the error is displayed at the top of the page. Correct the errors and click Provision Device .


 

Assigning a Device to a Subscriber

To create a subscriber and assign an existing device or no device:


Step 1 On the Customer Support tab, click Create New Subscriber/Device .

Step 2 In the Subscriber section of the Provisioning page, make sure the Create New Subscriber tab is selected.

Step 3 Enter subscriber identification information: subscriber code, full name, and e-mail address.

Step 4 Do one of the following:

  • Check the Disable Control Panel check box.
  • Provide a username and password for the subscriber’s control panel. You can click Generate Password to create a password.

Step 5 In the Assign Gateway section, do one of the following:

  • Check the No Device Information check box.
  • Click the Existing Device tab and do the following:

a. In the Find Device field, type search criteria to locate the device.

b. Click Search .

c. Locate the device in the search results, and click the device information.

d. Verify that the correct device is selected.

Step 6 (Optional) Select a domain.

Step 7 Click Provision Device .


 

Assigning a Subscriber to a Device

To create a device and assign an existing subscriber:


Step 1 On the Customer Support tab, click Create New Subscriber/Device .

Step 2 In the Subscriber section of the Provisioning page, do one of the following:

  • Check the No Subscriber Information check box.
  • Click the Assign Existing Subscriber tab and do the following:

a. In the Find Subscriber field, type search criteria to locate the subscriber.

b. Click Search .

c. Locate the subscriber in the search results, and click the subscriber information.

d. Verify that the correct subscriber is selected.

Step 3 In the New Device section, enter a unique device identifier for the device, using serial number or OUI, provisioning code, or control panel provisioning ID.

Step 4 In the PPP Credentials section, do one of the following:

  • Check the Use Default check box.
  • Enter a username and password for PPP access.

Step 5 (Optional) Select a domain.

Step 6 Click Provision Device.


 

About Saving Changes

If you make changes to subscriber or device information, Prime Home displays a Save button (Figure 3-1). When you click Save, changes are saved to the server and sent immediately to the device. If the server cannot communicate with the device, changes are sent to the device the next time it checks in.

Figure 3-1 Save Button