About Calix Support Cloud - Experience Management Edition

As an integral part of the Revenue EDGE solution > EDGE Insights offering, 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 release notes for Calix Support Cloud - Experience Management Edition R22.4 and provides information regarding new features and enhancements as well as resolved and open issues for Calix Support Cloud.

For more information on using Calix Cloud products, refer to the Help 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 EDGE Suites support: Tier 1 support for SmartTown Wi-Fi

  • Ability to view subscriber SmartTown account details and community status
  • Allows CSRs to send SmartTown account setup, device onboarding, and password reset emails from Support Cloud
  • Provides support for Eduroam

EDGE Suites enhancements

  • Enhanced Arlo details - Provides UI support for user-defined Arlo device names
  • Enhanced Servify details - Ability to view Servify subscription start date, end date, and claims eligible details

EDGE Suites Adoption Dashboard enhancements

  • Support for new service offerings - Provides services adoption reporting for Bark, Servify, and SmartTown
  • Ability to see which subscribers do or do not have specific managed 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 via drag-and-drop
  • Reduces time NetOps Engineers spend 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

Bridged WAN connections for 2.4 GHz GigaSpire SSIDs

  • Allows CSRs to add GigaSpire 2.4 GHz SSIDs to bridged WAN connection
  • Facilitates IoT device deployment

Calix Cloud Administration

Billing portal configuration for CommandIQ

  • Billing portal URL - Ability for CSR to configure and display billing portal URL in the CommandIQ app
  • Allows CommandIQ users to access the billing portal from the app

Resolved Issues

The following issues are resolved in this release:

Subscriber Services

NetOps

Notes, Constraints, and Considerations

General

Calix Premises Systems

Open Issues

The following are known open issues in this release:

Subscriber Services

NetOps

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 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:

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.

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