Troubleshooting HFC Network DIEGO RAMIREZ
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
History
Feb 2015 ServAssure –Alarm Central - Innovative 4
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved. Feb 2015 ServAssure –Alarm Central - Innovative 5
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
PREVENTATIVE MAINTENANCEIT’S WHAT WE DO!
Feb 2015 6
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
HFC PLANT PROBLEMS
Fiber network Failures
RF networks Failures
Powering Failures
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
Then, “have a plan” Plant Certification Program
BIRTH CERTIFICATE
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Delivering Actionable Intelligence 13
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
Alarm centralServAssure™-Outage and Proactive Manager
15Delivering Actionable Intelligence
Automating and predicting problems using complex correlation of multiple parameters
→ service degradation
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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?
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
• 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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
Complete HouseCheckRemote Signal Measurement Validation and BirthCertificates
Delivering Actionable Intelligence 22
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
What is a Birth Certificate? 24
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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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
Birth Certificate Example
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25
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HouseCheck Results/Pass Fail 26
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Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved. Delivering Actionable Intelligence 27
Google Maps Integration
January 2014 ARRIS Confidential
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
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
Copyright 2015 – ARRIS Enterprises, Inc. All rights reserved.
•DIEGO RAMIREZ
•Field Engineer
•408-480-3256
August 2015 29