Troubleshooting HFC · PDF fileTroubleshooting HFC Network ... • Mostly using...

Troubleshooting HFC Network

DIEGO RAMIREZ

Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.

NEW ARRIS

Preventive Maintenance? Its What we do?

ARRIS Assurance Solutions

Alarm Central

Work Assure

Delivering Actionable Intelligence 2

AGENDA

NEW ARRISDiego Ramirez


History

Feb 2015 ServAssure –Alarm Central - Innovative 4


PREVENTATIVE MAINTENANCEIT’S WHAT WE DO!

Feb 2015 6


HFC PLANT PROBLEMS

Fiber network Failures

RF networks Failures

Powering Failures


Back to the Basics

Majority of problems are basic physical layer issues

Most of the tests remain the same

Check AC power

Check forward levels, analog and digital


Identifying area problems • How to best identify problem areas using Predictive/Proactive Maintenance tools • What to look for, and how to go about getting it “Block and Tackle” method for worst performing nodes and interfaces used in systems today • RF Levels • Out of Spec Modems • US & DS Health (RxMER) –• RF Leakage – routine monitoring/repairing • RF ingress checks during every install/reconnect/cos and troublecall


Then, “have a plan” Plant Certification Program

BIRTH CERTIFICATE


ARRIS Assurance Solutions

11Delivering Actionable Intelligence

Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved. 1227 July 2016

ServAssureTM WorkAssureTM

ServAssure™ Modules

WorkAssure™ Modules

ECO Dispatch Wi-Fi Installation/Repair QoE SolutionsTechnician and Call Center Solutions

Alarm Central Outage ManagerProactive Manger

Fraud IPDR

Voice

Bandwidth

Timecard

AutoETA

Inventory Management System (IMS)

Truck-Based GPS

Capacity Manager

Plant Maintenance Manager

HouseCheck

Web Portal ToT

ServAssure™Performance Management

ECO Manage/ECO AssistFirmware/Call Center WorkAssure™

Field Service Management

Application for Network Surveillance and Performance Service Quality Control &

Analysis

Application for Device Management, Auto-configuration, Quality of

ExperienceApplication for FSM Workforce automation,

whole house checks, route optimization, capacity management

Base Platform:TechDirector, Tech Calendar, TechRouter,

Mobile, Resource Planner, Work Order Creator & Parameter Maintenance

Professional Services Business Process Analysis, WiFi Experience Analysis, Training

ECO Self ServiceSubscriber Portal

Home Networking Tools & Diagnostics

aServAssure™ALOHA Collector

STB Management

ECO MonitorProactive Monitoring

Visualize your network

ECO Collect/InquireHistorical Analysis

ECO AgentEnable TR-069 statistics

TR-069, SNMP, GPON, DTH, HTTP, XMPP


Targeted user needs

NOC CSR

Technician Subscriber

Multi-service views

Root-cause correlation

Proactive alerts before outage

Flexible notification

Birth certificates

Call-Prevention programs

Consolidated Interface

Visibility inside the home

Quick tool response

Interpreted views

Reliable service

Quick resolution

Knowledgeable CSRs

Empowering self-help tools

Auto Call-ahead

Install validation tools

Fewer tools/ devices

Paperless communication

Operations Management



Assurance Ecosystem

WorkAssure powered Field Tech

Common Data Collection

CMTS & CPEs

Work order created then routed to right tech

Tech closes jobon device

Before tech leaves,fix verified with one click

WorkAssure updatessystem

Birth Certificates

ServAssure™

• Network Surveillance• Performance Monitoring• Quality of experience (QoE)• Analytics• Provisioning & Auto Configuration• Remote Management & Diagnostics• Protocol Agnostic

WorkAssure™ Field Service Management

Tech does install or repair while system tracks progress

Verified event

published to

WorkAssure

Software Innovation Delivered 1429 December 2014

Plant Outage/Issues Detected


Alarm centralServAssure™-Outage and Proactive Manager

15Delivering Actionable Intelligence

Automating and predicting problems using complex correlation of multiple parameters

→ service degradation


The Challenge…

Today’s Tools

16

Channel Response - Group Delay

-125

-75

-25

25

75

125

-2.00 -1.50 -1.00 -0.50 0.00 0.50 1.00 1.50 2.00

Relative Frequency (MHz)

(n

s)

Impulse Response - Magnitude

-80

-70

-60

-50

-40

-30

-20

-10

0

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Tap (symbol spaced)

(d

B)

ARRIS ServAssure™ Alarm Central

Data collection & systems that requires more manual analysis

HFC-Genie

Problem localization and root cause analysis with ubiquitous monitoring

Your Problem is Here

If you had 1 truck… where should it go?


• Reduce plant maintenance truck rolls – by correlating related symptoms to common source of impairment

• Reduce wasted residential truck rolls – through better visibility to & determination of plant issues

• Reduce trouble calls and increase subscriber QoE – by finding/resolving issues before service is affected

• Reduce MTTR – through reduction of time spent locating plant issues

• Improve enterprise visibility & metrics– Systematize process of analyzing RF data through automation– Reduces human error during analysis– Sets up for common corporate service surveillance policy– Creates consistent reporting & audit trail materials

17

ServAssure™ Alarm Central Benefit Summary

ARRIS Confidential

Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved. 18

Alarm CentralIntelligent Correlation

ARRIS Confidential

• Detects/Tracks Outages

• Proactively Find Issues

• Pinpoints Root-Cause and affected homes

• Audit Trail

• Historical View

• WorkFlow

• Notification

• Troubleshooting Tools

Identifies Root Cause, affected subs


Large MSO ImpactNew HFC Monitoring: Automated, Proactive Analysis

CorrectiveService impact

ProactivePreventing service impact

• Service and network impact

• Mostly using up/downstream alarming

• Costly and time consuming analyses

and fixes

20% NOC

80% Field

Ap

pro

ach

An

aly

ses

Pri

ncip

le

CorrectiveService impact

ProactivePreventing service impact

+ Using pre-impact data (Docsis devices)

+ Prevention of network & service impact

+ Root cause & location

• More Cost effective and proactive

80% NOC

20% Field

ProactivePreventing network impact

• Enabling the NOC to

do the vast majority

of analyses

• Reducing analyses

& fix field effort

Current Operations New Approach

Graphics Credit: Ludy Pasman, Ziggo/Liberty

• Fixing the big issues

before subscriber

impacted

• Enabling the NOC to

do the vast majority

of analyses

• Reducing analyses

& fix field effort


New HFC MonitoringSetup of Monitoring from CPE upwards

1: NCN = Node Combining Network = linking physical to logical topology

Graphic Credit: Ludy Pasman, Ziggo/Liberty

WorkAssure Field Service Solutions

• Delivering Actionable Intelligence


Complete HouseCheckRemote Signal Measurement Validation and BirthCertificates



Benefit Value

Operators roll trucks to newly installed subscribers within the first 30 days because installation was not done properly (industry average 10-15%)

This results in up to $75 per truck-roll per installation (industry average varies between $50-$100)

These repeat trouble calls can be avoided by ensuring proper installation quality during the initial installation using house-check and birth certificate functionality

Multi-Line verfication on all work order types

• Resolution of an issue before the customer knows about it

The use of birth certificates and house-checks results in:

• Reduction in OPEX – Further reduction in repeat calls

• More time for revenue generating work orders

• Improved customer experiences less churn

• Less subscriber calls to CSRs reporting trouble (avg. cost per call $ 7.50)

23


What is a Birth Certificate? 24

Footer 1

A “Birth Certificate” is standard set of measurements for voice, data and video services that investigates and records common metrics associated with a particular service

The birth certificate metrics are real time values based off the 10 second polling samples

Questionnaire section will be handled with the WorkAssure Task Checklist/Survey feature available with Release 5.5


Birth Certificate Example

Footer 1

25


HouseCheck Results/Pass Fail 26

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WorkAssure™ Solutions

Reduced late, missed & customer not home appointments

Improved initial work order quality

Reduce repeat service calls and service calls after install

Reduced calls into the call center related to technician ETA

Improved technician performance and productivity

Reduced operational expense

ARRIS Proprietary and Confidential

WorkAssure delivers measurable top and bottom line savings /

benefits to the operator


•DIEGO RAMIREZ

•Field Engineer

•[email protected]

•408-480-3256

August 2015 29

mailto:[email protected]

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