Issue: A Telco Executive has experienced video service issues one evening, days before a launch of a new service offering. The Exec complains to the program manager the following morning that the service is not ready for market launch.
Process: xVu identifies the customer as part of trial
for new services. The new middleware was installed the previous
evening on one STB in the household, but the issue is observed
on all three TVs. Directing the technician to verify DSLAM
configuration that was mis-configured for a two TV household
during deployment of new middleware.
Impact: Escalation diffused in minutes. No delays in new service launch, the DSLAM configuration could be reset automatically.
Configuration Error:
