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Network Management

On-Demand for Customer Assurance

Reduce the time and costs associated with addressing customer support calls with the On-Demand product. Tektronix’ On-Demand product arms your Customer Support personnel with information at the critical point of engagement—when the customer calls to report a problem.

Incorporating the On-Demand product into your support organization’s toolset can minimize the time spent on the phone diagnosing problems, accelerate resolution activities and reduce the overall operational costs associated with customer care. This ability to directly hone in on an individual subscriber’s experience adds credibility to support organizations and their commitment to subscriber satisfaction while at the same time reducing the associated support costs.  

Product Support





 

Accelerate Investigation 

Quickly access diagnostic-rich traffic records for critical details—technical granularity unavailable in more traditional records used for billing purposes and other Business Support Systems (BSSs).

Instill Confidence 

Decrease support personnel reliance on time-consuming problem assessment scripts. Easy-to-initiate queries using input parameters allow front line support personnel to review any subscriber's recent failure history and provide insightful details regarding actual voice, mobility and service problems within seconds.

Streamline Workflows 

A single query launched by front line support representatives may also be used by downstream network operations engineers to access more information and initiate resolution efforts.

 

UACN Platform Views 

On-Demand Failure Details are displayed through Summary and Detail Views. Summary Views support drill-through to the Detail View or the DR Browser*.

  • Service Type/Service: Voice (Voice Call, Privacy, Call ID, Redirection, IM, Do Not Disturb, Emergency Services, Generic Event, Multi-Network), Mobility
  • Status: Success, Failure
  • Procedure: Specific signaling transactions
  • Cause Category: English description based on DR Browser “Response Cause Category” information
  • Start Date/Time and End Date/Time: Based on DR Browser timestamps with 1-second resolution

For Detail Views, select summary information is enhanced with additional data and instructions.

  • Source Subscriber
  • Destination Subscriber
  • MSISDN
  • IMSI
  • SIP From/To URI
  • IMEI
  • High Value Account Identification
  • HVA Group
  • Drop
  • Response Cause
  • Location Name
  • Error Description
  • Customer Impact
  • Action to Take
  • Justification to the Customer

* View a selected record in the browser or automatically populate a new DR Browser query with the same parameters.

Unified Assurance Platform Views 

Basic and Advanced Views chronicle mobility, session and service failures based on simple IMSI/MSISDN queries.

  • IMSI/MSISDN
  • Start Date/Time
  • End Date/TimeProcedure
  • Handset
  • IMEI
  • Release Cause Category
  • Description*: Non-technical
  • User Agent Profile (only applicable for service failures)
  • Location*: SGSN (English word) + LAI (English Word) + Cell ID
  • Service* (not applicable for mobility failures)
  • Elements**
  • Service Elements** (not applicable for mobility failures)
  • Procedure Latency** (not applicable for service failures)
  • End-to-End Delay (only applicable for service failures)
  • Release Cause**: Number and Name

*Basic view only.
**Advanced view only.

 

 

On-Demand is offered on both the Unified Assurance and UACN platforms.

Voice and Mobility

Leverage an underlying CDR database* to populate simple customer care windows.

  • Platform: UACN
  • Supported Data Feeds: SS7, VoIP, Mobile Core
  • Supported Views: Summary, Detail, Records 

*On-Demand is compatible with the UACN Oracle database or the extended DR Browser and Warehouse offering.
 
Mobile Data

Launch mobility, session and service failure data queries with ease.

  • Platform: Unified Assurance for Mobile Networks
  • Supported Data Feeds: Gb, GTP, Gi, SQM and IuPS with bearer and service level information.
  • Supported Views: Basic, Advanced, Records