This activity also ensures that once provisioned, the customers NIC and CM "should" work. Therefore, once provisioned, the customers CM is powered up and connected to the broadband network and the NIC is attached to the CM via a standard category 5 (CAT5) wire. After the customer has been installed (i.e. both CM and NIC are able to access the customer network), the installer writes notes within the install ticket, closes out the install ticket, and logs out of his/her VPN session. This provides customer care with immediate access to the install notes in case the customer calls back with any questions or problems. Previous to this capability, either a dispatcher would update the install ticket when they had time or a check-in person would transfer notes scribbled on the work order to the install ticket at the end of the day. Use of remote access also prevents delays in translating information over a radio. If this method were used to activate other services (i.e. video and telephony) it would be like cross-selling HSD during installation.
Troubleshooting
With the laptop in hand, the installer becomes an extremely capable HSD troubleshooter. Combine this with a test CM that is provisioned on the customer network enables the installer to access any number of tools which can easily be made available on-line. The mere act of accessing the customer network via a laptop and provisioned test CM tells the installer a lot about the network (i.e. provisioning system, cable modem termination system (CMTS), and the network are all in working order). However, the hard part of troubleshooting is getting the customers CPE and CM operational. Once the installer confirms that the problem is directly in front of them, s/he must figure out what the problem is. Troubleshooting from this point on requires access to the provisioning system (to confirm activation) and access to a working system (the installers laptop and test CM). The most basic troubleshooting tool merely gives a provisioned status back to the installer telling them whether the customers CPE or CM is successfully provisioned. More sophisticated troubleshooting tools provide details of the transactions between the provisioning system and the customers CPE and CM. Using this level support, the installer can determine whether the customers CPE or CM needs reconfiguration or reprovisioning. Without this level of support, the install must be escalated to someone with access to these systems.
With these differences between normal video installs and HSD installs in mind, technicians with 70% RF and 30% data skills seem to be the best suited for HSD installers. In fact, it is much easier to train RF people how to perform the data portion of the HSD install than it is to train data people how to perform the RF portion of the HSD install.
There are actually very few differences between video and HSD installs. Although these differences require a completely new skill set, an experienced video installer with a basic user level understanding of computers can be quickly trained to install HSD. MSOs seeking to further expand their installation capability of should seek efficiencies within the field operations organization and leverage current advancements in technology. Providing tools like laptops, remote access software, and qualification & troubleshooting tools will make each technician more self-sufficient and increase their capacity to perform more installs.
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