The Challenges of Customer Trouble Resolution and Technician Productivity in a Softswitch Environment
Presented by: Clinton Wooton
Product Manager -- AccessView Product Line, Fluke Networks
As the Public Switch Telephone Network (PSTN) migrates from Class 5 to a distributed Softswitch network architecture, traditional methods of providing on-demand customer line testing and technician productivity tools are no longer viable.
In this new environment, test access is moved out of the Central Office and into the remote DSLAM which bypasses traditional test systems. This creates an inability for Customer Service agents to perform on-demand testing, troubleshooting, and the accurate dispatching of technicians to point of impact. In addition, technicians responding to customer installation requests and repair calls must now operate between the NID and unmanned remotes or DSLAMs which do not have ability to test or certify a line. Since quality and productivity demands continue to increase, technicians need a method for conditioning the line from the NID toward the remote cabinets or DSLAM to properly certify the line under test meets service requirements while reducing drive time.
The Softswitch environment creates a challenging environment for carriers to continue to provide robust customer care and accurate dispatches, and to increase technician productivity. This webinar covers the technical challenges of providing accurate on-demand testing and technician productivity in the Softswitch environment and will show how Fluke Networks can address these network changes.
Presenter: Clinton Wooton, Product Manager
AccessView Product Line, Fluke Networks
Clint is the Product Manager for Fluke Networks AccessView Product Line. Clint has a Bachelor’s Degree in Telecommunications from Pace-Nactel University and has been in the telecommunications industry since 1986. He is currently pursuing an MBA. Clint began his telecommunications career as an Air Force Central Office Technician. He has held positions as an installer, repairmen, splicer, Technician Help Desk Manager and Test Set Selection Manager for US West Communications. Clint has worked at AT&T, US West and Comcast. Clint joined Fluke Networks in June of 2000 and has been instrumental in innovating new test technologies that are used by Telco and Cable technicians around the world. In his spare time he enjoys boating, cooking and spending time with his wife, children and grandchildren.
Fluke Networks is the world’s leading provider of network test and monitoring solutions to speed the deployment and improve the performance of networks and applications. Leading enterprises and service providers trust Fluke Networks’ products and expertise to help solve today’s toughest issues and emerging challenges in WLAN security, mobility, unified communications and data centers. Based in Everett, Washington, the company distributes products in more than 50 countries. For more information, visit www.Flukenetworks.com or call +1 (425) 446-4519.