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:

Discover the root of broadband service issues: Application tools can help you quickly uncover the root of broadband problems. From the Subscriber Overview page, you can determine immediately the root cause of an issue and report the health status of WAN, Gateway, Wi-Fi, and systems. For example, you can discover that a customer's slow internet is not Wi-Fi related if subscribers are actually hitting their bandwidth limit.
Resolve issues on the spot: Actionable Recommendations enable you to quickly review recommendations to help troubleshoot and resolve issues with WAN, Wi-Fi, and systems. Users can choose the appropriate action to immediately resolve the identified issue.
Track call outcomes: The Call Outcome feature helps track and measure the effectiveness of remote troubleshooting. It provides an efficient and cost-effective approach to ensuring both users and processes are aligned to continually improve subscriber home Wi-Fi experience.
Optimize the Wi-Fi environment with Self Heal: Self Heal optimizes the Wi-Fi environment (2.4 GHz) in GigaCenters, for max throughput, eliminating manual intervention and resulting in significant reduction in Opex for Service Providers. The Wi-Fi environment is constantly monitored to maintain a superior subscriber experience and fine-tuned when a degradation in experience is detected. For GigaSpire BLAST systems, automated optimization is built in.
Perform bulk operation and workflow management: NetOps Management tools enable network operations to quickly perform bulk operations and workflow management.
Simplify issue resolution through analytics: Analytics enables you to use real-time and historical data to present your CSRs and field technicians with simple, actionable recommendations. CSRs and field technicians can
- Identify Wi-Fi access point congestion.
- Visualize Wi-Fi spectral challenges from neighboring routers.
- Recommend access point placement in homes or MDUs.
Discover trends and opportunities: Dashboard with interactive reports is built to help improve the subscriber experience and streamline support operations.

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:

Category	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.)
NetOps	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.
NetOps	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.
Administration	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

After deleting a subscriber record, Calix Cloud does not fully remove all subscriber data. As a result, a deleted subscriber may appear in the search results or an error occurs when using the same location ID to create a new subscriber. (CCL-60355)
Self Heal changes 2.4GHz radio channels even when disabled. (CCL-60270)
The Bandwidth Utilization lens and the Usage report on the subscriber Service page both incorrectly display zero usage. (CCL-59809)
The Disassociate and Delete function does not clear the associated CommandIQ address from Calix Cloud, preventing the email address from being associated to a different system. (CCL-59616)
Support Cloud associates multiple systems to the same CommandIQ email address. (CCL-58987)
Support Cloud does not associate systems synced from billing records to the subscriber. (CCL-58756)
Users cannot enable ProtectIQ or ExperienceIQ from subscriber records within Support Cloud. Support Cloud also returns an error when changing ExperienceIQ restriction settings. (CCL-58751)
Latency tests for third party CPE systems fail to execute for the next hour after a single timeout. (CCL-58550)
Billing record updates do not sync to Support Cloud. (CCL-58056)
The Image API does not support sorting by multiple columns. (CCL-57762)
Support Cloud displays an error box with no text when editing a subscriber’s wireless SSID passphrase. (CCL-57692)
Billing record updates do not sync to Support Cloud. (CCL-57480)
No API exists for deleting firmware images. (CCL-56940)
Pages in Calix Cloud and Calix Support Cloud display a continuous loading wheel and do not load. (CCL-56795)
Users receive an “ERR max number of clients reached” error message when running on-demand speed tests from Support Cloud. (CCL-56122)
The subscriber Wi-Fi page does not display speed test results. To make the results visible, users must click on the Public Server Test button. (CCL-54674)
Setting the wireless passphrase in CommandIQ only sets the 5 GHz passphrase on the provisioning record. (CCL-50983)

NetOps

When using the Swap function to replace a GigaSpire with a different model, the swap fails because Support Cloud incorrectly applies the auto-backup file from the old system to the new system. (CCL-59951)
Calix Cloud does not automatically associate systems synced from billing data to the respective subscribers. (CCL-59218)
The primary SSID is not removed from the provisioning record after a push-button reset or a reset initiated from the GigaSpire EWI. (CCL-53756)
If the Swap function is used to replace a GigaSpire, but the new GigaSpire is deleted before it is discovered and the original GigaSpire is re-associated with the subscriber, Support Cloud incorrectly associates CommandIQ with the new GigaSpire after discovery. (CCL-53424)
Managed services bulk provisioning does not run on discovery. (CCL-53262)

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)
For ONTs in SMB mode, the subscriber Wi-Fi page does not display SmartBiz SSIDs if the ONT is not onboarded in CommandWorx. (CCL-57291)
When activating SmartTown Wi-Fi via an on-discovery workflow, the ExperienceIQ and ProtectIQ containers must be installed before ExperienceIQ and ProtectIQ settings can be applied. Within the workflow, you must order workflow operations so that you either 1) first activate SmartTown Wi-Fi and then apply ProtectIQ and ExperienceIQ settings, or 2) first bulk activate ProtectIQ and ExperienceIQ, then apply ProtectIQ and ExperienceIQ settings, and then activate SmartTown Wi-Fi. (CCL-57168)
For systems running in SmartBiz mode, Support Cloud does not support WPS for the Point of Sale SSID. (CCL-56743)
When provisioning SmartTown Wi-Fi via on an discovery workflow, you must arrange workflow operations so the the SmartTown Wi-Fi Traffic configuration profile is applied before the SmartTown Wi-Fi Bulk Activation operation runs. Otherwise, the Passpoint service fails to activate. (CCL-53670)
API calls made with the legacy CC+ API do not return all information. (CCL-53329)
Support Cloud disables remote management on any GigaSpire or GigaCenter system that has remote management enabled via workflow immediately after receiving an Inform from the system. Support Cloud automatically disables remote management 30 minutes after a remote connection is initiated via "Connect via IPv4" or "Connect via IPv6". (CCL-51485)
If no subscriber is associated with an RG, as could be the case with SmartTown, there will be no ONT WAN health for that RG in Support Cloud. (CCL-46743)
When exporting data from the Support Cloud Usage > User Pageview dashboard to a PDF, the exported file only displays 17 users. (CCL-43540)
When creating a new configuration profile from the data model, the Operations > Profiles page incorrectly enforces a 64-character limit for the digit map. (CCL-42825)
When an ONT fiber is unplugged then re-connected, the AXOS OLT may report uptime continuously, causing the Health page to report an uptime larger than 900 seconds in 15 minutes. (CCL-35654)
Help Center content is not localized for the French language version. (CCL-34744)
When Global Edge Suites are disabled and a per Subscriber Edge Suites is enabled, and then the user performs a device factory reset from the EWI and re-connects to CSC, the containers are not re-installed. Workaround: The user must manually re-enable the suites. (CCL-33556)
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)
Half bridge for data/video service should not allow the user to add more than one UNI port. (CCL-27895)
Initial Speed Test Results do not display (no tier assigned). (CCL-25856)
Secure Onboarding fails when the subscriber account number contains special characters. (CCL-17214)
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)
When a speed test fails, upon reloading the system, stale speed test results are displayed instead of displaying the previous failure. This is by design to show the last successful result. (CCL-12911)
Exported CSV for the System Group report is inconsistent compared to PDF version. (CCL-6106)
Dashboards: Users experience scrolling issues with the Speeds vs. Threshold table. Workaround: Maximize the table to improve your view. (CCLBI-300)

Calix Premises Systems

The Services > Wifi SSID page allows you to split the Primary SSID across the two bands (5GHz and 2.4GHz). However, doing so goes against Calix best practices and 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)
Self Heal is currently not supported for GigaSpires.
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)
When executing On-Demand Speed Tests with supported Calix systems, the raw results are only visible at the time of execution and will not be saved for future review.
When executing On-Demand Speed Tests for Calix GigaCenters, the maximum possible throughput is 120 Mbps by 40 Mbps. Due to this limitation, Warnings/Issues may be generated that do not accurately reflect the customer's WAN link status.
800Gv2 (PON) displays Copper Ethernet for WAN type. (CCL-3301)

Open Issues

The following are known open issues in this release:

Subscriber Services

If no subscriber is associated with an RG, as could be the case with SmartTown Wi-Fi, no ONT WAN health data displays for that RG in Support Cloud.
Custom network access hours schedule configured from CommandWorx display differently Support Cloud. (CCL-63361)
Wireless backhaul information for u4hm satellite systems displays as N/A in Support Cloud. (CCL-61144)
In rare occasions, the Subscriber Devices page does not display device details. (CCL-41611)
In rare occasions, dashboard data fails to load when viewing Support Cloud in Firefox. (CCL-37575)
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)

Supported Premises Systems

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

Group	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:

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.