Cisco Cable Diagnostic Manager Data Sheet [Cisco Cable Diagnostic Manager]

Data Sheet

Cisco Cable Diagnostic Manager

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.

Product Description

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
status information.

Figure 1
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:

Locates a cable modem with one of the following identifiers:

MAC address
Phone number
IP address

Gathers information from the following sources:

CMTS
Cable modem
Provisioning or subscriber database

Provides the following external interface options to integrate a customer's provisioning and subscriber information:

Script for various databases
Hypertext Transfer Protocol (HTTP) application
Lightweight Directory Access Protocol (LDAP)
Cisco Broadband Access Center
Cisco CNS Network Registrar^®

Automates the work of a highly skilled troubleshooting technician by:

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.

Features and Benefits

Table 1 on the next page shows the primary features and benefits of Cisco Cable Diagnostic Manager.

Table 1 Cisco Cable Diagnostic Manager Features and Benefits

Features	Benefits
Easy-to-understand cable modem status and statistics summary, as well as subscriber, neighborhood, and fiber node information Color-coded display of status	Increases customer satisfaction by empowering CSRs and field service personnel to quickly ascertain the problem with the cable modem service· Reduces time to diagnose problems
On-demand interrogation of the CMTS and cable modem Search capability for partial information provided by the customer Scripts via structured query language (SQL) and HTTP to communicate with subscriber and provisioning databases Real-time device polling to extract needed information if subscriber or provisioning databases are not available Option of user-configurable device SNMP community strings	Provides numerous ways to query the system using standard tools Enables faster problem resolution and lower operational costs
Customizable troubleshooting presentation	Allows the cable operator to format the precise information that every CSR will use to address customers, and to tailor that information to the specific customer service center
Client-server architecture supporting concurrent, multiuser access by CSRs and field technicians	Increases efficiency of software operation and administration Provides flexibility, scalability, and ease of management Allows CSRs to distribute troubleshooting workload
Online help	Reduces time and cost for staff training
Two account levels for user access	Offers user-level security with expanded scope for administrators

System Requirements

Table 2 Cisco Cable Diagnostic Manager System Requirements

Server	Client
Linux recommended server requirements 1-GHz Pentium III workstation RedHat Linux 7.2 OS installed 18 GB available disk space 2 GB memory CD-ROM drive SNMP connectivity between the server and the managed CMTSs Connectivity between the server and the location of subscriber and provisioning information	Linux client with: 128 MB memory IP connection to the Cisco Cable Diagnostic Manager server Web browser for Linux operating system (Netscape 4.78)
Recommended Solaris server requirements Ultra 5 Solaris workstation Solaris 2.8 installed 18 GB available disk space 2 GB memory CD-ROM drive SNMP connectivity between the server and the managed CMTSs Connectivity between the server and the location of subscriber and provisioning information	Ultra 4 workstation with: 128 MB memory IP connection to the Cisco Cable Diagnostic Manager server Web browser for Solaris
Recommended Windows server requirements 1-GHz Pentium III workstation Windows NT or Windows 2000 installed 18 GB available disk space 2 GB memory CD-ROM drive SNMP connectivity between the server and the managed CMTSs Connectivity between the server and the location of subscriber and provisioning information	Pentium II with Windows 98, Windows NT, or Windows 2000 with: 128 MB memory IP connection to the Cisco Cable Diagnostic Manager server Browser for Windows operating system (Netscape 4.5 or a later release; Internet Explorer 5.0 or a later release)

Supported Network Elements

Cisco uBR10012, uBR7200 Series, and uBR7100 Series universal broadband routers
Cisco uBR900 Series cable access routers
DOCSIS-compliant cable modem or STB

Cisco Service and Support

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.

For More Information

For more information on Cisco Cable Diagnostic Manager, visit:

http://www.cisco.com/cable

Cisco Cable Diagnostic Manager