PacketFront Launches Helpdesk Management Tool For Triple-Play Networks.STOCKHOLM, Sweden -- Online Helpdesk Interface Speeds Resolution of Customer Problems PacketFront, the world leader in open access FTTH (Fiber To The Home) See FTTP. technology and next generation broadband aggregation, has announced at SUPERCOMM 2005 the launch of its pioneering online helpdesk application for triple-play networks. The Helpdesk Management Tool (HMT HMT Her Majesty's Treasury (UK) HMT Hazardous Materials Table (49 CFR 172.101) HMT Health Management Technology (magazine) HMT Higher Mother Tongue HMT Hindustan Machine Tools Ltd. ) is a series of web-based integrated modules specifically designed for complex triple-play environments, the main purpose of which is to reduce issue resolution time by empowering both end-users and network operators to solve problems quickly. HMT is an extension to BECS BECS Bulk Electronic Clearing System (Australia) BECS Bachelor of Early Childhood Studies BECS Boeing Employees Computing Society (Kent, WA) BECS Battlefield Electronic CEOI System (TM), PacketFront's unique control and provisioning system, an automated broadband solution purpose-built for fulfilling the requirements of triple-play capable networks. HMT is composed of a series of integrated modules that function as a single system, thus providing maximum flexibility for service providers, and simplifying the task of setting up helpdesk applications. HMT communicates with the BECS Subscriber Management Tool (SMT (1) (Surface Mount Technology) See surface mount. (2) (Station ManagemenT) An FDDI network management protocol that provides direct management. Only one node requires the software. SMT - Station Management ) database, where information about each end user, such as name, address, billing ID, network username The name you use to identify yourself when logging into a computer system or online service. Both a username (user ID) and a password are required. In an Internet e-mail address, the username is the left part before the @ sign. For example, KARENB is the username in karenb@mycompany. and service subscription, is maintained. This enables customer service personnel to have all relevant user details immediately to hand and also have visibility into what the problem might be. HMT also offers central management of helpdesk services for all end users, even if they belong to physically different networks with different configuration requirements and service parameters. HMT gives customer service personnel the ability to ascertain the status of the customer's port in the network and see information about data rate, possible problems, connected units and IP addresses. If the customer has PacketFront Device Protocol (PFDP)-enabled Customer Premises Equipment See CPE. (CPE (Customer Premises Equipment) Communications equipment that resides on the customer's premises. CPE - Customer Premises Equipment ), information about every port such as connection speed, duplex, MAC address, data rate and subscribed multicast groups can also be viewed. As a result, costly and time-consuming home/premises maintenance visits are minimised, as more problems can be resolved via the HMT interface. "Getting customers to sign up to services on triple-play networks is only part of the challenge for operators and content providers - they also need to retain those customers by providing the right level of support," said Martin Thunman, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of PacketFront. "If end-users experience faster problem solving problem solving Process involved in finding a solution to a problem. Many animals routinely solve problems of locomotion, food finding, and shelter through trial and error. , it is likely that their loyalty to the service, and ultimately their profitability to the service provider, will increase. HMT also reduces both customer-service troubleshooting time and unnecessary maintenance visits to the home - this adds up to a significant cost-saving for the operator." HMT includes: HMT user interface The HMT user interface is entirely web-based, simplifying the set-up of the helpdesk application and allowing users to login Signing in and gaining access to a network server, Web server or other computer system. The process (the noun) is a "login" or "logon," while the act of doing it (the verb) is to "log in" or to "log on. to HMT from a remote location using a standard web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. . This web-based interface also avoids the need to install and maintain client software. The HMT user interface communicates with the BECS Subscriber Management Tool (SMT) database, where information about each end user, such as name, address, billing ID, network username and service subscription, is maintained. HMT server The HMT server stores and organises the helpdesk content. The database enables full support case traceability, prevents network abuse, and performs other security-related activities. The powerful search functions allow the use of a wide variety of search criteria for matching end users with the appropriate helpdesk personnel. HMTd module The HMTd software is installed on the broadband network server, and makes it possible for HMT to show where the end user is located in the network, and which services the end user is currently using. HMT runs on Sun Microsystem servers with Solaris version 8 or 9. About PacketFront PacketFront is the leader in open access FTTH technology and next generation broadband aggregation. PacketFront's fully automated solutions enable new and flexible business models through supporting triple-play services from multiple competing service providers. Headquartered in Stockholm, Sweden, and with offices in Boston, Tokyo and Seoul, PacketFront's solutions are in operation in numerous networks across the world. Please go to www.packetfront.com for more details. |
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