May 7, 2020 by Tom Schroer

Keep Your Subscribers Talking During Power Outages


The electric grid is subject to outages, but subscribers still expect their voice services to work. The U.S. Energy Information Administration (EIA) estimated that customers experienced, on average, 1.3 power interruptions for a total duration of four hours, over the course of a year. Depending on the category of power provider, that figure hit almost six hours.

Many communications service providers (CSPs) are providing backup batteries to subscribers for that very reason. Those batteries, however, have a finite useful life. Fortunately, there is a way to leverage network alarms that indicate when a backup battery has failed. These are considered “minor” alarms which often get lost in the noise and may not rise to the level of attention for action to be taken. However, they still represent a subscriber outage and a potentially avoidable trouble ticket and truck roll.

What if you were able to see a prioritized list of failed or missing batteries, which includes a mapping of where the impacted subscribers are located? How would that help your operational efficiency and proactive customer support? Remote Monitoring Service Customer Success is helping our service provider customers close the visibility gap by leveraging alarm analytics. By correlating alarm data with contextual information such as battery type, subscriber location, and ONT type (both indoor and outdoor), and then geocoding ONT locations, you can easily implement a proactive program to resolve many incidents that are caused by battery backup problems.


Integrating alarm data with subscriber context provides a more powerful way to manage your operations. Actionable information like battery type ensures technicians have the right battery stocked before going out in the field. ONT type lets technicians know which locations will need premises access or if outside access is enough to make the necessary repairs. This is especially helpful if you are trying to identify projects that promote social distancing. And geocoding of the subscriber sites lets technicians map out an optimal replacement strategy that reduces windshield time and truck roll expense.

If you want to find out how the Calix Remote Monitoring Service and the Customer Success Manager can help you make your subscribers talking when they need it the most, contact us for a demo