Install a Complex Service Over GPON Using Intraway’s Symphonica and TWizard Solutions
- Step One. A customer requests a new service. In our example, the service is direct internet access (DIA).
- Step Two. The customer service representative adds the new service order to the CRM by selecting the appropriate account, entering the required information, and saving the order.
- Step Three. Closing the opportunity and saving the order sends a message from the CRM to push the order request to Symphonica. Symphonica, in turn, will send a work request to the technician to install the order.
Symphonica is Intraway’s orchestration and service activation solution. In practical terms, this means that Symphonica orchestrates the new service request between the inventory, the OLT (Optical Line Terminal), and the provider edge router.
- Step Four. In the Symphonica CRM simulator, you will find the client account just created in the CRM. You can click on the customer’s name to see the customer’s subscription for DIA over GPON. The customer will also have one subscription for a core router.
- Step Five. In the transaction log, you can see what happened when the CRM pushed the new order request to Symphonica. You can see that Symphonica went to the inventory to create the customer and received a service ID. Symphonica also placed an order in the workforce management system. If you go to the backend of the workforce management system, you will see the pending work order to install the service.
At this point, we have a service order in Symphonica without equipment attached to it. We have a work order for the tech to install the service. The next step is to go to the TWizard mobile app.
- Step Six. In the TWizard mobile app, you can see the pending work order. When the tech clicks on the pending order, he will see the devices he must install. When the tech opens the work order, he will see all the steps he needs to take to install the device. He will add the serial number from the barcode on the back of the device.
- Step Seven. When the tech clicks install, Symphonica will go to the core router to perform the provisioning and to the OLT. It takes about five minutes for the device to install and for the system to reboot and come back up again. When the ONT comes back up, it will show information about the ONT as well as signal details.
- Step Eight. After the tech finishes his part of the installation, you can see all the installation details such as the VLAN, the interface on the core router, and the IP assigned.
- Step Nine. What’s left now is for the technician to check out the signal levels to see if they are working properly. If not, he will re-install the device and go through the process again.
- Step Ten. After checking the signal levels, the technician can finalize the process with the customer compliance section to get the customer’s signature and any feedback through a customizable survey. The work management system will store information that staff fills out in the survey at the end of the process and the system auto-generates the birth certificate.
Some of the key highlights are:
- Symphonica API integrates with any CRM
- The technician manages installation without call center support or pre-staging ONT – OLT
- Facilities are received automatically with ONT auto discovery process
- Automatically generated birth certificate is stored in the customer record
- Good signal levels required before provisioning is completed
- Optional configurable customer compliance steps assure customer satisfaction