Cisco® Cable Diagnostic Manager is an automated, Web-based tool that enables customer service representatives (CSRs) to quickly diagnose problems with Data Over Cable Service Interface Specifications (DOCSIS) networks, better handle subscriber inquiries, and improve the routing of trouble tickets.
Customer service is a critical component of a cable company's success. Automated tools are essential for cable operators to simplify support activity and minimize staff training. Automation helps reduce costs and time to solve problems, and promotes improved customer satisfaction through better responsiveness and service integrity.
Cisco Cable Diagnostic Manager is an easy-to-use customer care tool that provides first-line troubleshooting and support to CSRs. The tool enables a CSR to quickly ascertain whether a customer's problem with cable modem service resides with the cable modem, set-top box (STB), hybrid fiber-coax (HFC) cable plant segment, cable modem termination system (CMTS), or provisioning server. The CSR simply enters a customer identifier such as the customer's phone number, assigned IP address, or cable modem Media Access Control (MAC) address to obtain relevant information.
Cisco Cable Diagnostic Manager uses Simple Network Management Protocol (SNMP), DOCSIS, and Cisco Management Information Bases (MIBs) to retrieve real-time information from the CMTS and cable modem or STB, and uses scripts to poll subscriber and provisioning information from appropriate databases. Gathered information is presented using color-coding to help CSRs identify problems at a glance. CSRs can then know
how to route problems appropriately. Figure 1 illustrates the presentation of default
Cisco Cable Diagnostic Manager Default Status
Cisco Cable Diagnostic Manager offers a customizable user interface that cable operators can tailor to meet the specific needs of their organizations. Troubleshooting and customer assistance information can be presented in a specific way to conform to an organization's customer service operations. Cisco Cable Diagnostic Manager provides a local or remote monitoring system with subscriber account information, cable modem and CMTS status, and neighborhood or fiber node summary information per the default presentation or customized user interface. This flexibility provides a best-practices approach to customer service.
Built on a client/server architecture, Cisco Cable Diagnostic Manager offers scalability, allowing concurrent, multiuser access, as well as remote access to the server and diagnostic tools. Only a single instance of Cisco Cable Diagnostic Manager is required, easing installation, support, administration, and upgrade. Cisco Cable Diagnostic Manager runs on PCs, as well as Linux and Solaris workstations. It performs the following functions:
- Providing troubleshooting tips for common cable modem failure scenarios
- Allowing customized tips for other cable modem failure scenarios
- Presents information using color-coding, ideal for CSRs who are nontechnical and need to give subscribers information quickly during the course of a telephone call
Field technicians with a laptop computer and network connection can also use Cisco Cable Diagnostic Manager. They can access cable modem status from remote locations (a customer site, for example). By viewing status information, a field technician can speed problem resolution and ease maintenance of the cable plant.
Table 1 Cisco Cable Diagnostic Manager Features and Benefits
Table 2 Cisco Cable Diagnostic Manager System Requirements
|Linux recommended server requirements|
|Recommended Solaris server requirements|
|Recommended Windows server requirements|
Service and support for Cisco Cable Diagnostic Manager is available through the Cisco Software Application Support (SAS) program. These services provide 24-hour technical assistance, full access to the information and support resources at Cisco.com, and software maintenance updates within a single release. Available as an option, the Cisco Software Application Support Plus Upgrades (SASU) program includes proactive shipment of all minor (update) and major (upgrade) product releases.