Engineering Support Center

Reliance on enhanced connectivity continues to expand in both residential and business sectors.

As further demand for networking resources continues to accelerate, the need for precise, efficient implementation is more important than ever. KCI’s Engineering Support Center (ESC) is ready to rise to the challenge of enhancing your operational capacity in a world of escalating connectivity needs.

Support Services

The Engineering Support Center provides comprehensive circuit assessment, auditing, testing and service delivery across the activation process for new services. To ensure validity and cohesion during intake of new customers, our experienced and diligent engineers all focus to ensure quality and accuracy that endures throughout the life-cycle of the circuit.

Highlights of our services include:

  • Holistic circuit analysis to support new service turn-up and install validation.
  • End-to-end configuration and validation of backbone and distribution level infrastructure to facilitate new service activations and hardware installation.
  • Coordination of ILEC, CLEC, and remote hands contractors in installations outside of traditional carrier footprints.
  • Remediation and auditing of existing intake processes and workflows to streamline and organize activation pipelines.

Additional Benefits

  • Allow for rapid adjustment of service delivery pipeline to ensure new procedures and products are delivered successfully.
  • Guarantee of final provisioning document and customer records to ensure coherency and timely resolution of emerging issues.
  • Availability of KCI engineering resources to quickly expand or contract the workforce available for a project or pipeline.
  • Ability to free up internal customer resources to freely prioritize critical personnel where they can be the most effective.
  • Significantly reduce overhead costs related to failed installs, repeat truck rolls and failures resulting from low intake data integrity.

Discover the difference a quality service partner can provide. Contact us today!

Headline

Holistic circuit analysis to support new service turn-ups and install validation.

Activation Services

  1. Work with Carrier or contracted field technicians to complete day of installation and vetting of circuits at customer premises.
  2. Act as remote hands for field fiber installation teams to help coordinate and trouble-shoot physical issues with new field facilities activations.
  3. Identify end-to-end path issues in carrier networks that are preventing timely installation of new customer circuits and flag underlying issues that affect total network integrity.
  4. Coordinate hand-off between customer data center environments and carrier network metro ethernet solutions in both the installation and post install circuit validation phase of service delivery.
  5. Work with remote hands to test and guarantee customer access and bandwidth to the open internet and external web resources.

Additional Benefits

  • Able to rapidly expand or contract workforce to meet staffing needs.
  • Identification of idiosyncrasies to ensure standard processes across in-house and KCI teams.
  • Enhanced efficiency from departmental specialization and tech proficiency.
  • Proven track record of 100,000 circuits per/year with an accuracy of over 99.999% of successful installs.
  • Diligent and comprehensive accounting practices to clearly and succinctly highlight net value gains from KCI services.

End-to-end configuration and validation of backbone and distribution level infrastructure to facilitate new service activations and hardware installation.

Provisioning Services

  1. Seamlessly integrate with existing order infrastructure to receive orders via standard order process flow or expanded order intake methods.
  2. Complete complex circuit engineering and order fulfillment of both standard circuits and advanced circuit designs.
  3. Assign appropriate network assets and resources to document proper circuit design. Insure connectivity from provider edge to regional core networks.
  4. Verify design details and status of network assets against existing OSS databases.
  5. Provide final configuration of edge network elements per carrier designs and confirm final provisioning completion.

Additional Benefits

  • Right-size staff loadout to reduce order fulfillment intervals.
  • Respond to trends of market orders with readily available skilled engineering workforce.
  • Real-time cross-functional collaboration throughout order lifecycle.
  • Facilitate seamless and rapid responses to unplanned work projects and unforeseen stoppages or swells in demand.

Coordination of ILEC, CLEC, and remote hands contractors in installations outside of traditional carrier footprints.

Off-Net Services

  1. Supervise installation, configuration, and re-adjustment of end-customer NID and ILEC Equipment, providing technical resources to field technicians and/or smart hands contractors on-site with physical equipment to synchronize ILEC and carrier activation procedures.
  2. Assist field technicians with navigating and integrating both in and out of scope ILEC devices at customer NID and synchronizing mixed media handoffs, including acting as a liaison between carrier and ILEC personnel to confirm demarc information and validating physical handoff settings.
  3. Coordinate between carrier and ILEC in negotiating NNI delivery of new circuits, establishing vlan conventions, and ensuring proper VLAN translation and queuing between networks. Coordinating with carriers when two-way traffic fails and seeking root cause analysis of the issues to rapidly resolve configuration disparities.
  4. Provision and troubleshoot CLEC Edge router configurations to match ILEC provided cutover sheets to ensure management access to end-point NID devices and customer services. Provide both layer 2 and layer 3 support for Metro Ethernet and FIA Internet customers.

Additional Benefits

  • Vastly expand effective carrier footprints beyond current central office service areas.
  • Effectively compartmentalize Offnet coordination to isolate carrier and ILEC issues.
  • Maximize potential end user customer base.
  • OPEX savings with focused engineering

Remediation and auditing of existing intake processes and workflows to streamline and organize activation pipelines. Rapid organization of new Service Teams to support Additional Service sectors as demand requires.

Additional Services

  1. Auditing and Data Integrity – Review and reconcile existing database and documentation of OSS to better enable future troubleshooting and design efficiency.
  2. Design Support – New circuit planning and design including assessment of existing core capacity and assignment of bandwidth and resources to enable provisioning of new circuits. Documentation of assets for assignment in the OSS system.
  3. MRS Support- Activation and install support for MRS devices including managed routers, network switches, Wi-Fi and/or firewall devices.
  4. Voice/VOIP Support – Installation and testing for new VOIP, Voice or Hosted PRI services beyond existing transport circuits including creation of VOIP configurations and migration of existing telephony services.

Recent Projects

  • T-3 disconnects – Auditing and removal of legacy circuit configurations on CPE and core devices.
  • CTBH disconnects- Removal of CTBH circuits from CPE and core devices
  • MRS/MSS management channelization: – MGMT channel configuration adds to CPE and core devices in preparation for the addition of MRS/MSS devices to new/existing circuits.
  • Type II Auditing – Customized audit plan to minimize OPEX, increase efficiencies and improve network performance.
  • Decom Support – Remote support of field engineers to assist in decom work in the field.
  • Customized Circuit Migration – Groom circuits to maximize network efficiencies.
  • Circuit Design Audit and Reconciliation- Network verification of legacy NNI traffic and rebuilding of configurations in the core devices.