FIELD TECH ADMINEngineer: Ruoqi TianComputer Science

Advisor: Dr. Don RobertsSponsor: Christi Cronin, MetroNet

ABSTRACT

REQUIREMENTS GATHERING

DATA TRANSFER

PROBLEM

Review and Start Work

Activity

Call TTU for Turn Up

Call Dispatch

Call Storefront

Call Repair for for Equipment

Process of a Technician Run

Functionality RequirementsA survey was conducted to determine the reasons of calling. The most common reasons are:• Spatial Lookup• Previous Notes Lookup• ONT Lookup• Equipment swaps

System Requirements• Responsive – Foundation• No VPN required – Roll

out and test on prod server

• No direct access to the database – SOAP web services

Utilize existing web services1. VES – Responsive

design, better UI2. ISR – powerful

functionalitiesUse Perl as glue language

1. Works well with JavaScript, SQL, and HTML

2. Easy to review and reuse (MetroNetdevelopers can add functionalities in the future)

Keep code and data behind the firewall even when front end VPN is off

Diagram of Data Transfer

DEVELOPMENT

The process of implementing each functionality

• Average time per call: 6 minutes• Calls to TTU and Repair per month: 3000• Time wasted per month: 300 hours • Large number of techs vs. small number of TTU

and Repair associates • Low efficiency & bad customer experience

RESULT

InitialInterfaceDesign

Dashboard Interface of Wide Screens

Functionalities of Mobile Device Screens

MetroNet is a fiber based telecommunications company, and it provides fiber TV, internet, and telephone services in multiple cities. To provide services such as installations, maintenance, etc., many technicians go to subscribers’ houses every day. However, most of the operations that they perform require them to call into some departments back in the company, where office employees help them look up and update information online. To improve efficiency of technicians and provide a better service experience for subscribers, an online web tool was built. It allows technicians to log in using their mobile devices, look up information, perform simple operations, and eventually complete a service run without calling into the office.

1.Phoneconferencefor

functionalityinput&output