Stay Informed: ISPN Product Updates & Enhancements
This page provides a running list of product updates, enhancements, and behind-the-scenes improvements across our managed services—including Subscriber Support, NOC & Monitoring Services (NMS), and Managed Server Solutions. As your trusted partner in delivering exceptional broadband experiences, we’re committed to continuous innovation, reliability, and transparency. By keeping you informed of what’s new and what’s changing, we aim to help you get the most out of our services and stay ahead of operational challenges as your network—and your customer base—grow.
New-New Enhanced iGLASS Reporting Capabilities
Oct 6, 2025
We’ve expanded the power of iGLASS reporting with two key updates designed to give providers clearer network visibility and more actionable insights.
1. Offline Devices Report (Update)
This enhanced report now displays the number of devices offline by provider, offering greater clarity in multi-provider environments. For example, if the network operator provides the network for a service provider, the report can now show how many ONTs from each provider are affected during an outage. This improvement allows for faster root-cause analysis, better outage tracking, and more efficient communication with partner networks.
2. iGO Health Trend Report (New)
The new iGO Health Trend Report introduces the ability to track changes (deltas) in a specific health metric over a set timeframe, categorized by ONT. This provides valuable trend insights into network performance, helping teams proactively identify degradation patterns before they lead to customer impact.
Together, these updates empower providers to make smarter, data-driven decisions — improving response times, reducing downtime, and ultimately enhancing the overall customer experience.
New-Improved Cable Modem Map Usability
Sept 22, 2025
We’ve enhanced the HelpDesk Cable Modem Maps to make troubleshooting and network monitoring even easier. The updated maps now feature more legible device markers that adapt smoothly to different screen sizes and resolutions, ensuring clear visibility and accurate tracking across any device. This improvement enhances usability for support teams, allowing them to quickly identify and manage devices in the field with greater precision. Whether your team is working from a desktop or in the field on a tablet, these updates provide a more intuitive, consistent, and efficient user experience.
New-New/Improved Set of APIs for Innovative eLations APIs
Sept 15, 2025
This update delivers a new and improved set of APIs for Innovative eLation, designed primarily to enhance the real-time data available to ISPN’s technical support team. The improvements focus on providing clearer, faster access to account information—particularly for identifying and managing accounts in Non-Pay Disconnect (NPD) status.
By improving data visibility and accuracy, this update enables ISPN technicians to handle customer interactions more effectively and with greater confidence. The result is faster resolution times, more informed troubleshooting, and a smoother experience for both partners and their subscribers. While this update strengthens ISPN’s internal operations, the ultimate benefit extends to our partners—ensuring every support interaction is backed by timely, accurate information.
Tarana Wireless iGLASS Integration
May 19, 2025
We’re excited to announce the new Tarana Wireless integration with the iGLASS Network Monitoring System (NMS), a significant enhancement designed to provide BSPs with deeper visibility into their fixed wireless access networks. This update enables comprehensive monitoring from the core network all the way to the customer premise equipment (CPE), using a combination of API calls and telemetry ingestion to deliver real-time insights into CPE status and health. With this integration, BSPs can now receive outage and restoration notifications, as well as robust reporting on network health metrics—from the core and backhaul, to the base node on the tower, and finally to the subscriber site. This added visibility empowers providers to troubleshoot faster, reduce downtime, and deliver a better, more consistent customer experience across their wireless deployments.
HelpDesk with Gaiia
May 19, 2025
We’ve rolled out a new HelpDesk integration with Gaiia, designed to simplify and accelerate partner onboarding by eliminating the need for interval-based flat files when exchanging customer data. This real-time integration provides on-demand access to critical account information, including status, delinquency details, service data, equipment health, and account notes all in one place. By ensuring support agents have instant access to the most relevant and up-to-date customer data, we’re empowering BSPs to deliver faster, more informed, and higher quality support experiences, ultimately reducing handle times and boosting subscriber satisfaction.
GLDS Webhook Integration
May 19, 2025
We’ve enhanced our HelpDesk platform with a new GLDS Webhook integration, enabling real-time account creation and eliminating the need for daily flat files. This update streamlines onboarding for GLDS partners and ensures our support team always has immediate access to the most current customer records. By building on our existing integration with GLDS’s Customer Experience Gateway (CEG), which already delivers real-time account, service, equipment, outage, and status updates—this upgrade brings greater efficiency, accuracy, and responsiveness to every support interaction. The result: faster resolution times, smoother partner onboarding, and a better overall experience for both providers and their subscribers.
Seamless Calix Cloud API Integration Now Available in HelpDesk
March 11, 2025
We’re excited to announce that direct integration with the full suite of Calix Cloud APIs is now available in ISPN’s HelpDesk for all partners! This powerful enhancement streamlines the support process by providing on-demand access to real-time device data from Calix Service Cloud, eliminating extra steps and improving issue resolution times. Once configured, ISPN’s HelpDesk will pull real-time uptime, connection status, Wi-Fi service quality, speed test data, and more, giving support teams instant access to critical insights without switching between platforms. This integration reduces troubleshooting complexity, enhances efficiency, and ensures a faster, more seamless experience for both support teams and end-users. Want to enable this feature? Contact our HelpDesk technical support team today to enroll and start optimizing your support workflow. Stay tuned for more updates, and bookmark this page for the latest ISPN innovations!
New Feature Update: Call Recording for Enhanced Support & Accountability
February 4, 2025
At ISPN, we’re committed to continuously improving the tools and services that help our broadband partners operate more efficiently. That’s why we’re excited to introduce our all-new call recording feature, designed to give you greater transparency, accuracy, and control over customer interactions. With this new functionality, our partners can easily access and review recorded interactions, ensuring faster dispute resolution and improved service accuracy. Whether it’s verifying details provided during a call, confirming customer requests, or addressing concerns with clarity, this feature provides an added layer of protection and efficiency. By enabling quick access to call recordings, broadband providers can enhance customer satisfaction, streamline support operations, and reduce costly errors—driving measurable ROI.
ISPN continues to be the trusted partner for broadband providers, delivering industry-leading support solutions tailored to your needs. Stay tuned for more updates, and don’t forget to bookmark this page for the latest innovations designed to optimize your business.
Expanded Monitoring with Nokia Access Management System (NAMS) Integration
January 28, 2025
ISPN is continuously evolving to bring broadband providers enhanced network visibility and smarter monitoring solutions. Our latest update integrates the Nokia Access Management System (NAMS) into our monitoring capabilities, significantly expanding how providers track and manage their broadband networks. By leveraging Nokia’s industry-leading PON technology, this integration enables street-level monitoring of ONT online status and Rx/Tx optical power, giving providers real-time insights into network health. iGLASS now utilizes standard deviation tools to detect optical power anomalies, helping providers proactively address potential issues before they impact service. Additionally, the ONT Dying Gasp monitoring feature provides instant visibility into power failures, reducing troubleshooting time and preventing unnecessary truck rolls—ultimately saving costs and improving operational efficiency. With ISPN and iGLASS, broadband providers can optimize network performance, minimize downtime, and maximize ROI through proactive, data-driven monitoring.
Streamlined Help Desk & NOC Integrations for Faster Support
December 17, 2024
At ISPN, we’re always looking for ways to enhance efficiency and improve the customer experience for broadband providers. That’s why we’ve integrated a single-pane-of-glass view for Help Desk and NOC technicians, bringing together multiple data sources into one easy-to-use interface. With this new integration, support teams now have real-time ONT health metrics, historical ONT data (last 3 months), current ONT status, and ticket history—all in one place. This eliminates the need to log into multiple tools, significantly reducing call times and improving troubleshooting speed. Our intuitive GREEN/RED status indicators provide a clear snapshot of ONT health, allowing technicians to quickly assess and resolve issues. The result? Faster resolutions, improved customer satisfaction, and reduced operational costs.
