Massive Outages

Massive or large-scale outages are major issues that severely affect the internet network. These can be triggered by various factors, such as power outages in a specific city, storms, or, in the most common case with EPON/GPON networks, due to a fiber break.

Below, we will provide an example of how, using the OZmap API, we can identify clients affected by such failures, allowing you to actively notify them and take proactive measures to resolve the issue.

To learn more about defining a client as having this status, refer to the tip developed by OZmap specialists.

From this, we assume that this concept is clear. However, please get in touch with our support team if you still have any questions.

To simplify understanding, we will create an example scenario using the scope of a Chatbot / IVR.

Initial Scenario

For example, let’s assume that there was a cable break, in the middle of the city, which the field technical team has already identified.

The technical team, using OZmap, found all the clients affected by the break and, using a pre-created TAG called "Massive Outage," identified all of these clients.

Example

A client, noticing that has no internet connection, accesses the portal and contacts the provider's support.

At this point, the provider's chatbot will identify the client and the connection they are reporting as being down.

After identifying the contract/connection the customer is having issues with, and obtaining the identification code, the chatbot will reach out to OZmap to check if the problem the customer is reporting has already been identified and is being addressed.

Below there's a flow to facilitate the understanding:

Using the Tags returned by OZmap, the Chatbot can decide what to answer to the client.

API

The next step is to figure out how to call OZmap to OZmap to retrieve the tags for a specific customer.

Here’s an example:

After identifying the customer/connection, we have the code that identifies that connection. For this example, let's assume the code is: adam.jones.

Below is an example of this client documented within OZmap.

With the code adam.jones, the search in OZmap is performed as follows:

curl --location -g --request \
GET 'https://sandbox.ozmap.com.br:9994/api/v2/ftth-clients?select=tags name code&filter=[{"property":"code","value":"adam.jones","operator":"eq"}]&populate=tags' \
--header 'authorization: AUTHORIZATION_TOKEN'

The expected return to that request is:

{
    "total": 1,
    "count": 1,
    "rows": [
        {
            "tags": [
                {
                    "allowedTypes": [
                        "client"
                    ],
                    "name": "Massive outage",
                    "createdAt": "2022-06-13T12:57:48.423Z",
                    "updatedAt": "2022-06-13T12:57:48.423Z",
                    "id": "62a7344cd570f7001325ce15"
                }
            ],
            "kind": "ftth",
            "code": "adam.jones",
            "name": "Adam Jones",
            "id": "62a73455d570f7001325ce1a"
        }
    ],
    "start": 0,
    "limit": 25
}

Notice that within the customer details, we have the tags associated with them. In this case, the customer is tagged as "Massive Outage", which was predefined by the technical team.

With this information, the chatbot could, for example, provide a standard response to the customer, indicating that they are affected by a massive outage and that work is already underway to resolve the issue. This also avoids the need to contact an agent directly.