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Adaptable customer care workflows
Thanks to the Alcatel-Lucent 5530 NA, your customer
support team can now be put back into action and take
a key role in the customer trouble resolution process. The
product provides means for integrating DSL and POTS
line troubleshooting in your customer support applica-
tions. The product provides an API, allowing simplified
line information and testing capability, along with cus-
Figure 7. Customizable customer care workflows
Start
Problem
solved
Stop
12
Alcatel-Lucent 5530 Network Analyzer
Get connection
status from LSD
Equipment
Line up
down
Dispatch
technician
to CO
Stop
Equipment
Line up
down
tomizable workflows. This will help you to quickly build
the customer support application that fits your unique
requirements. Based on this capability, your customer care
agents can take advantage of meaningful line state infor-
mation and follow through well specified troubleshoot-
ing steps. As a result, you strengthen both the role and
competence of customer support, while reducing problem
escalation to your expert teams.
Connection
status
CPE
failing
Escalate to 2nd line
Please connect
support and start
CPE and power up
LQD with robust init.
Start LQD and
Stop
get connection
status from LQD
CPE
failing
Yes
connected and
powered up?
CPE not
detected
No
Connection
Status
CPE not
detected
CPE ready
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