Managing and supporting media devices deployed remotely in subscriber homes is challenging. The Technical Support Team does not have the right information in order to manage these devices efficiently and proactively.
MiriMON® can provide this missing information.
Managing media devices has changed
In the past Device Management was easier:
- Media Devices were simpler in the past – the majority of Set-top Boxes consisted of a Tuner and a thin Application layer (providing an EPG):
- Devices had less scope for hardware or software errors
- Devices provided less scope for user error
- Identifying network and service faults was easier:
- TV used dedicated broadcast networks
- There were no on-demand, session-based TV services
- If a customer reported a fault, the Support team sent out a Field Engineer to the home
Modern media devices are complex, as are the services consumed through them. Fault scenarios are therefore complex. Subscribers cannot be expected to walk through a complex de-bug process. Sending an engineer to the home is expensive.
A new approach to managing media devices and services
A new approach is required for managing media devices and services, which enables:
- remote fault analysis, including:
- proactive fault notification (alert)
- recording of intermittent faults
Individual Consumer Device Monitoring
MiriMON provides accurate performance measurements for individual Consumer Devices, which include:
- Device Health Metrics
- Customer Experience Measurement, based on:
- Service Availability
- AV Quality of Experience (QoE)
- Local Network Performance, including:
- Home Network
- Access Network (the ‘last mile’)
- DVB Broadcast Network
- TV Channel or VOD Asset viewing information
Device Monitoring is essential for good support
Technical Support staff should not need to rely on the customer going through a lengthy fault de-bugging process:
- Customer descriptions of faults may omit key information or be inaccurate
- Intermittent faults need to be measured as they occur (field engineer’s cannot re-create them)
- Asking for basic information is irritating
- Asking customers to perform tests is time consuming and is a poor service experience
- Customers are not trained to test and analyse TV services, devices or networks.
Technical Support Staff need accurate, real-time measurements of service consumption, errors and events from the consumer device.
This information is essential for a ‘right first time’ resolution.
To find out more about device monitoring download these documents: