About Calix Support Cloud - Experience Management Edition

As an integral part of the Revenue EDGE solution, Calix Support Cloud provides a world-class services application focused on delivering superior subscriber experiences. The Experience Management Edition of Calix Support Cloud includes all features available in the Device Management Edition, plus sophisticated workflows for support technicians to perform root cause analysis and efficiently manage the subscriber experience.

Calix Support Cloud – Experience Management Edition is designed for customer support, network operations, and installation teams. It 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. Additionally, it includes features that simplify network operations' and service technicians' workflows, enabling them to quickly manage systems and troubleshoot subscriber issues. The holistic view of the subscriber experience enables support and network operations users to focus on subscriber upsell opportunities, such as upgrading service tiers or promoting managed Wi-Fi services based on customer data and preferences.

Calix Support Cloud - Experience Management Edition helps you realize the following benefits:

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 Calix Support Cloud Calix Support Cloud - Experience Management Edition R23.2 release notes, providing information about new features and enhancements in this release as well as resolved and open issues.

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

What's New in this Release

New features and enhancements introduced in release R23.2:


New Feature/Enhancement

Benefits Overview

Subscriber Services


Calix EDGE systems support: GigaSpire u10xe (GS4237)

  • New Calix EXOS EDGE systems support: GigaSpire BLAST u10xe (GS4237); Provides management and services provisioning for GigaSpire BLAST u10xe systems.

GigaSpire systems: Expanded factory reset behavior

  • Ensures that the provisioning record retains primary SSID information after a factory reset initiated from Support Cloud, EWI, or hard reset.

Subscriber record enhancements

  • Quality of Experience (QoE)score drilldown — Ability to double-click on a QoE score to view details for the time frame associated with an impact event.
  • Column sorting for Client Devices table — Allows CSRs to sort the Client Devices table by any column (e.g., Signal Strength).
  • Network outage notification — Displays an alert on the subscriber record when the subscriber experiences an internet outage.

ONT insights for CSRs

  • Provides alerting, service data, and service provisioning data for ONTs to help CSRs identify PON issues for subscribers.

Calix SmartLife Managed Services enhancements

  • ExperienceIQ/ProtectIQ branding — Ability to change the names displayed in the CommandIQ app. (Please contact Customer Success Manager before updating service names.)
  • SmartTown Passpoint status for satellites — Provides Passpoint hotspot activation status for mesh (satellite) systems.
  • SmartBiz Wi-Fi SSIDs — Ability to select the security type for the Primary, Staff, and Point of Sale Wi-Fi SSIDs.
  • SmartBiz Wi-Fi Customer Portal – Allows CSRs to create an internet access schedule for the customer Wi-Fi network.
  • SmartBiz Network Resilience — Provides alerting, connection status, and usage information for the secondary WAN to help CSRs troubleshoot issues with the cellular/LTE backup connection.

Home page network outage notification

  • Displays the number of subscribers, ONTs, and PONs impacted by a network outage. (Requires Calix Operations Cloud entitlement.)



Access Control List (ACL) profiles for Remote Access and VoIP interfaces

  • Ability to create ACL entries for remote management and VoIP interfaces via workflows.
  • Reduces the security risk for WAN interfaces with remote management enabled for extended periods.

Calix Cloud maintenance window warning for scheduled CAF speed tests

  • Notifies NetOps engineers if a scheduled CAF speed test coincides with a quarterly Calix Cloud maintenance window as this may affect completeness of speed test.  
  • Allows NetOps engineers to plan additional tests and produce complete results for testing requirements.


RBAC option to enforce mandatory Call Outcome use

  • New role-based access control (RBAC) option allows Org Admins to enforce mandatory Call Outcome use for Support Cloud users.

For a summary of additional Calix Cloud enhancements in this release not specific to this application, please refer to the Release Notes for the Calix Cloud Platform.

Resolved Issues

The following issues are resolved in this release:

Subscriber Services


Notes, Constraints, and Considerations


Calix Premises Systems

Open Issues

The following are known open issues in this release:

Subscriber Services

Supported Premises Systems

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


Premises Systems

Calix EXOS GigaFamily

  • GigaSpire Blast RG systems: u6.1/u6.2* (GS4227E, GS4220E), u6e (GS2037), u4 (GS2028E), u12 (GS2026E, GS2020E), u10xe (GS4237)
  • GigaSpire Blast integrated (RG + ONT) systems: u10xe (GS4237), u6x* (GS4227, GS4227W), u4xg (GS2128XG), u4g (GS2128G)
  • GigaPro systems: p6he (GPR2032H)
  • GigaSpire Blast u4-2 (MGS2028E-2) and u4m-2 (MGM1028-2) for UK, Australia, and New Zealand
  • GigaSpire Blast mesh satellites: u6me (GM2037), u4m (GM1028E), GigaMesh (GM1020), u4hm (GM1028H)

    * These systems are also supported for use by international operators

Calix 800-Series GigaFamily

  • 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 & T-Series ONTs

  • P-Series: 7xxGE ONTs, 836GE RSG (AE and GPON modes)
  • T-Series: T-0xxG, Version R6.3.1.6 (R4.1.51.32) or higher

Certified Third-party (Non-Calix)

  • ActionTec: T3200k, T3200M, T3260, C1900A, C3000A
  • Adtran: 854-6, 834-5, 841-T6
  • 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, PRT 6301, PRT 6302
  • Huawei: HG658 V2
  • MikroTik: RB941-2nd, RB952Ui-5ac2nD
  • NetGear: 6300
  • Nokia: HA-030W-B
  • 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, C2000T
  • Technity Solutions: W3000PRO
  • TP-LINK: Archer C80, Archer C5
  • VisionNet: 505n, 625n
  • Zhone: zNID GPON 2424A & 2424A1, zNID GPON 2426A & 2426A1, zNID GPON 2428A1 & 2428B1, 6519-A2-xx, 6729, 6768-W1-xx, zNID-GE-2726A1 NA
  • 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, DX4510-B0, EX3301-T0, PK5001Z

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 Help - For current information on using Calix Support Cloud features, see the Calix Support Cloud - Experience 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:



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.

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