About Calix Support Cloud - Device Management Edition

As an integral part of the Revenue EDGE solution > EDGE Insights offering, Calix Support Cloud provides a world-class services application for operators to manage systems at the subscriber premises. Designed for use by multiple teams within a Broadband Service Provider's organization (network operations, installers, customer support), the Device Management Edition of Calix Support Cloud addresses key elements of support metrics and overall ROI by reducing the number of incoming call escalations to second-line support, truck rolls with unnecessary swap-outs, and churn.

Calix Support Cloud - Device Management Edition includes features that simplify network operations' and service technicians' workflows, enabling them to quickly manage systems and troubleshoot subscriber issues. Additionally, support and installation teams have greater access to a holistic view of the subscriber experience, enabling them to focus on subscriber upsell opportunities, such as upgrading service tiers or promoting managed Wi-Fi services based on customer data and preferences.

With Calix Support Cloud - Device Management Edition, you can realize the following benefits:

Perform bulk operation and workflow management: NetOps Management tools enable network operations to quickly perform bulk operations and workflow management.
Discover the root of broadband service issues: Advanced troubleshooting tools can help you quickly uncover the root of broadband problems. The Subscriber Record pages enable you to determine at a glance the root cause of an issue and report the health status of the WAN and Gateway.

For complete information about Calix Support Cloud and its features and benefits, see the Overview topic in the Help guide.

About this Document

This document constitutes the release notes for Calix Support Cloud - Device Management Edition R22.4 and provides information regarding new features and enhancements as well as resolved and open issues for the Calix Support Cloud environment.

For further information on using Calix Cloud products, refer to user documentation available in the My Calix Documentation Library.

New Features and Enhancements

Calix is pleased to offer the following new features and enhancements in the R22.4 release:

Feature Category/Purpose	New Feature/Enhancement	Benefits Overview
Subscriber Services	Calix systems support: GigaSpire BLAST u4g	Provides management and services provisioning for GigaSpire BLAST u4g systems
NetOps	Workflow enhancements	Reorder workflow operations - Ability to reorder workflow operations Reduces time spent editing workflows Export workflow execution results - Ability to export workflow results from Support Cloud to CSV file Allows NetOps Engineers to act on results outside of Support Cloud Delete static groups - Provides support for deletion of static groups that still contain member systems Improves NetOps Engineer efficiency and simplifies workflow management Auto-push voice profiles - Ability to automatically push voice profiles to all RG systems, even if voice service is not provisioned on the system Streamlines voice service provisioning for discovered systems
Calix Cloud Administration	Billing portal configuration for CommandIQ	Billing portal URL - Ability for CSR to configure and display billing portal link in the CommandIQ app Provides CommandIQ users direct access to the billing portal from the app

Resolved Issues

The following issues are resolved in this release:

Subscriber Services

The primary SSID cannot be split in the SSID Manager, even if the "Unified SSID" toggle is disabled on the provisioning record. (CCL-50933)
GigaSpire SSIDs cannot be edited from the SSID Manager. (CCL-49852)
For non-onboarded devices, Support Cloud does not display the Client Efficiency score. (CCL-49485)
Support Cloud does not report the Efficiency Score for GigaSpire systems. (CCL-49274)

NetOps

The "Wi-Fi SSID for EXOS" profile category does not allow the passphrase field to be blank. (CCL-50351)

Notes, Constraints, and Considerations

General

Important! There is a potential risk that Operators using an ACS, including Calix Support Cloud, could inadvertently encounter. Modifying the ACS URL is the trigger for the potentially disruptive behavior. The risk involves standard behavior (per TR-69 specs) between an ACS and TR-69 managed systems that, if not managed carefully, could result in inadvertent broad scale resets and potentially loss of configuration on the TR-69 managed systems. Please be aware of the potential risk, so that you do not inadvertently change the ACS URL on a wide scale. If you have not previously used DHCP Option 43 to set the ACS URL for Calix systems and have instead used the generic (default) ACS URL defined in the supplemental TR-069 client on the GigaCenter, you MUST use caution when implementing Option 43, to avoid inadvertently reconfiguring the ACS URL on existing GigaFamily deployments. For detailed information and recommendations, see SB-19-001 - ACS: Potential Risk of Factory Resets/Config Loss if the Triggers for TR-69 ‘0 Bootstrap’ Message are not Carefully Managed.
Calix Support Cloud and CommandIQ do not display Amazon Echo devices reporting MAC addresses 00:0c:43:29:50:00 and 00:0c:43:26:60:00. Calix has confirmed that numerous Amazon devices are reporting one of the two MAC addresses, causing a conflict in the system. These MAC addresses have been blocked from appearing in Calix Support Cloud and CommandIQ. (MAP-4408)
After the SFTP server billing mapping was changed from multi-file to single-file mapping, file transfers to S3 are deposited into the incorrect bucket. (CCL-43221)
Half bridge for data/video service should not allow the user to add more than one UNI port. (CCL-27895)
If a Performance Test instance is suspended, after the last scheduled test hour, the status of the test will be displayed as 'Completed'. (CCL-15406)
A scheduled workflow that runs once with failures no longer allows for edit and re-execution. As a best practice, ensure that a desired repeatable workflow is set, considering both Recurrence Pattern and Range of Recurrence settings. (CCL-14382)
When calculating bitrate, Calix Cloud uses a conversation rate of 1024 bits/kilobit and kilobits/Megabit. The legacy Flow Analyze Plus application uses a conversion rate of 1000 bits/kilobit and kilobits/Megabit. This may result in a variance of up to ~5% when comparing the same flow endpoint between platforms. (CCL-12221, 13388)
The no-APAS L2-bridged Video service with lan4 port can be set to GS2020E in a workflow; however, there is no successful configuration on EXOS (no port 4). (CCL-12937)
Certain STBs show as offline but the user can see data that only populates when they are connected. Additionally, DS/UP PHY Rates are incorrect. Gbps is incorrectly labeled Mbps. (CCL-33310)

Calix Premises Systems

The Services > Wifi SSID page allows you to violate Calix best practices by splitting the Primary SSID across the two bands (5GHz and 2.4GHz). Doing so may lead to Cloud not properly displaying the Primary SSIDs. Per Calix best practices guidance, the Primary SSIDs should be left in a unified state (default configuration) to optimize frequency band steering for client devices. Workaround: If band splitting becomes necessary for some reason, create and use a Secondary SSID for this purpose. (CCL-34487)
Support Cloud erroneously allows you to modify Wi-Fi settings for an 844E in WAP mode. (CCL-39717)
The Operator #5 SSID (backhaul SSID) cannot be configured for GigaCenters. (CCL-38641)
GigaSpire u6x systems in AE mode and provisioned by Support Cloud do not support an RG profile with "DSCP to P-bit MAP" enabled. (CCL-35632)
When a GigaSpire is offline, the WAN information presented on SmartCheck appears incorrect, showing 1 of 2 tests passed. This is by design to show historical test information. (CCL-12938)
For Calix 800-Series GigaFamily, when configuring Wi-Fi SSIDs using Calix Support Cloud UI or the provisioning-record API, the SSID index range 1-8 are always designated for the 2.4GHz radio while the range 9-16 are designated for the 5GHz radio. However, for Calix EXOS GigaFamily, the actual range of SSID indexes (from the TR098 data model perspective) are different: 1-8 are for the 5GHz radio while 9-16 are for the 2.4GHz radio. As a result, when configuring Wi-Fi SSIDs on GigaSpire systems, Calix Support Cloud performs internal translation such that the SSID configuration is always applied to the SSIDs on the correct radio. (CCL-18080)
800Gv2 (PON) displays Copper Ethernet for WAN type. (CCL-3301)

Open Issues

The following are known open issues in this release:

Subscriber Services

In rare occasions, the Priority search matches to invalid endpoints. (CCL-51139)
For networks with dual-band RGs and triband satellites, the subscriber Wi-Fi page shows "Auto (0)" for the 6 GHz radio when the Channel Mode is set to Auto. (CCL-49176)
Support Cloud does not display packet counts for Mesh systems. (CCL-43970)
In rare occasions, the Subscriber Devices page does not display device details. (CCL-41611)
Mcast Range Filter TR-69 call is not recognized for u12 systems. (CCL-7670)
Support Cloud does not delete an old Data Profile on 844GE in AE mode if it is changed. (CCL-5688)

NetOps

Exported CSV for the System Group report is inconsistent compared to PDF version. (CCL-6106)

Supported Premises Systems

Calix Support Cloud currently supports/is compatible with the following premises systems:

Group	Premises Systems
Calix GigaFamily (EXOS-powered)	GigaSpire Blast u6.1/u6.2* (GS4227E, GS4220E), u6x* (GS4227, GS4227W), u4 (GS2028E), u12 (GS2026E, GS2020E) GigaSpire Blast u4-2 (MGS2028E-2) and u4m-2 (MGM1028-2) for UK, Australia, and New Zealand GigaSpire Mesh Blast u6me (GM2037), u4m (GM1028E), GigaMesh (GM1020) * These systems are also supported for use by international operators
Calix GigaFamily (800-Series)	844GE, 844G, 854G, 844E, and 844F/FB GigaCenters 812G (v1/v2), 813G (v1/v2), 814G, 818G, 819G, 822G, and 823G GigaHubs 801F/801FB GigaPoints 804Mesh
Calix P-Series and T-Series ONTs	P-Series: 7xxGE ONTs, 836GE RSG (AE and GPON mode) T-Series: T-0xxG, Version R6.3.1.6 (R4.1.51.32) or higher
Certified Third-party (Non-Calix)	ActionTec: T3200k, T3200M, T3260 Adtran: 854-6, 834-5 Arris: TG862, TG2472GP2, DG860, DG2470A-NA, DG2470A, DG3450A, TG3452A, NVG448BQ, NVG468MQ AVM: Fritzbox-7590 BEC: 7800TN, 8920NE, 8920AC Comtrend: NL-3112u, NL-3120, NL-3122, NL-3240, NL-5631, AR-5220u, AR-5312u, AR-5381u, VR-3030, VR-3031u, VR-3060, VR3033, CT-5072T, CT-5361,CT-5374, CT-5621, CT-5631, AR-5319, VR-3071, PBL 6201, WR-6895 Huawei: HG658 V2 MikroTik: RB941-2nd, RB952Ui-5ac2nD NetGear: 6300 Pace: 5168N-110, 5268AC ReadyNet: AC1000M, AC1200MS, AC1300MS SmartRGs: SR905acv, SR616ac, SR555ac, SR555, SR516ac, SR515ac, SR510N, SR506N, SR505N, SR501, 500NE, SR400ac, SR360N, 360N, SR360, 350NE, 300NE, 300N TechniColor: TG582Nv2 TP-LINK: Archer C80 VisionNet: 505n, 625n Zhone: zNID GPON 2424A & 2424A1, zNID GPON 2426A & 2426A1, zNID GPON 2428A1 & 2428B1, 6519-A2-xx, 6729, 6768-W1-xx ZyXEL: VSG1432, VSG1435, VMG1302-T10A, VMG3925-B10A, VMG4381-B10A, VMG4325-B10A, VMG4380, VMG-4825, VMG4825-B10A-TR181-HTC, VMG4927-B50A, VMG-9823, EMG2926-Q10A, EMG3425-Q10A, EMG6726-B10A, P-660HN-51, WAP6804, VMG9823-B10, EX5510-B0-TR181, DX5510-B0, EX 3510, VMG3927, VMG4005, EMG 2881, WAP WX 3310

Certified Third-party CPE Systems

Adherence to industry standards allows Calix Support Cloud to support more than 100 third-party premises systems. Calix performs rigorous interoperability testing of third-party CPE to the TR-069, TR-098, TR-181, and TR-143 standards. CPE that complete this interoperability testing receive a "certified" designation and become listed on the Support Cloud Certified Third-Party CPE Systems chart. Refer to this chart for any known issues with these systems.

Additional Resources

Calix Support Cloud - Device Management Edition Help - For current information on using application features, see the Calix Support Cloud - Device Management Edition Help.

Calix Community Discussions and Articles - For more information on new features/enhancements in this and other recent software releases, check out the discussions and articles for Calix Support Cloud in the Calix Community.

Operational Information

Client System Requirements for Calix Cloud

Using Calix Cloud requires the following minimum client software:

Platform

Requirements

Web Browser

Chrome v100.0.4896.88 or above
Firefox 96.0 or above

Note: Internet Explorer is not supported on the Calix Cloud Platform.

Calix Technical Support

Web: My Calix

Manage cases online from Calix Service Station. To access, log in to My Calix and then click Calix Service Station.