Finding information on IPTV/XDSL

In years past, I would register for ISE (OSP) EXPO with expectations to see new products, vendors and distributors, attend seminars, network and attend happy hour.

In 2016 something else drove me to attending ISE EXPO. Not knowing in January if I would attend, my normal activity would of course be to pick up my subscription to ISE magazine to see the latest trends and solutions. There, I saw a new contributor to the column OSP EXPERT by Don McCarty.

Although the article was well informed, this was not enough reason to attend the EXPO.  In the coming months, I followed OSP EXPERT through cable pair trouble in the copper infrastructure, the value of longitudinal balance in a DSL circuit…... 

Up to this point, the column had great information for any cable tech in the copper infrastructure.  Until July issue came out: What Is A good DSL Circuit? While reading it, the light came on that this information could be used not only by the customer techs, it could also be used by our support and provisioning departments also. 

Yes, by the end of that article, I had made up my mind to sign up for 2016 Expo in San Antonio and the workshop that would be presented. I wanted to see if my expectations to train different departments at same time and reach common goal of reporting, repairing, or provisioning a circuit could be met.

After attending the workshop and visiting with speakers it was reinforced of the importance that anyone involved in a XDSL circuit first needs to understand the lingo. Not just “does it have sync?” (duh) or not “has it dropped sync”.   I chose to hire Vernon May to perform our DSL/IPTV training.

After training our outside techs, inside techs and Help Desk attendants for a week, our Techs are being more thorough about taking readings, looking at performance and comparing test results with support techs.  They have a better knowledge of trouble to look for by keeping an open mind while finding the problems. Ex:(when I open refrigerator, I disconnect) and identify to the customer the problem found. Finding multiple problems by remembering they are possible is another example.

30 day results show that techs fix more trouble on first call out with less assumption and find multiple problems. Bit rates are increased more often during trouble tickets. Customers feel important when explaining trouble and we now take the time to listen to them. Techs are using training book as a reference guide. We show a high percent of trouble at customer premise.   Installing NID based splitters and CAT 5 homeruns to the modems alone have reduced our repeated report rates.
 
I am very happy with the training methods and results.                                                                                                                                                                                
                                                                                                                                Gary Gray
                                                                                                                                Director of Operations
                                                                                                                                Northwestern Indian Telephone Co.