Calix Support Cloud - Experience Management Edition R22.4 Release Notes

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:

• 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 at a glance 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 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:

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)
• Support Cloud does not display the Client Efficiency score for non-onboarded devices. (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)
• If no subscriber is associated with an RG as could be the case with SmartTown WiFi, 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)
• 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)
• 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.
• In rare occasions, the Priority search matches to invalid endpoints. (CCL-51139)
• Setting the wireless passphrase in CommandIQ only sets the 5 GHz passphrase on the provisioning record. (CCL-50983)
• 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:

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:

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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