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Assuring Service Quality withNetAct Service Quality Manager
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Contents
• Service Monitoring – oals
• Service !ualit" Manager
• Data Source #ntegration an$ Service Mo$elling
• %ase Stu$ies
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Goal 1 – Integrated View on Service Quality
Past'non(integrate$ network )icture*+
Pro,ect -esult'integrate$ network )icture*+
Non(i
grate etwo
)icture
Service Degra$ation
'com)laint .rom customer*
ut what causes it0
#ntegrate$ Network )icture
Service alarm
1as" to see where $egra$ation inservice )er.ormance occurs
000000
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Goal 2 – Reedy !or "ain "oints inService Quality Monitoring
#ig $% &"erator – SQM Solution '
• Provi$e an overall "icture o! service (uality achieve$ in near real(time
• Correlate in!oration .rom $i..erent s"stems automaticall"
• %alculate an$ onitor )ey (uality indicators in near real(time
• Provi$e ke" )er.ormance in$icators .or "eriodical re"orts on historical serviceualit"
• Su))ort "re(uali!ication o! service alerts inclu$ing root(cause an$ im)act$iagnosis
• 4el) to organi5e the )rocess o. alert dis"atching 'an$ streamline it* more
e..icientl" an$ thus re$uce the num6er o. unnecessar" stan$(6" $uties• 1na6le a trend analysis 6ase$ on )erio$ical re)orts
• Su))ort "ro*le anageent .or im)roving service ualit" on a me$iumterm 6asis
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Goal + – %!!iciency i"roveent
S!M 1..icienc"#m)rovement
8)erator )rocess
un$erstan$ing
)rocess / tool ma)
s)ee$ 9 : errors
Mo$ular a))roach
ram)(u) ;
uick wins ;
roa$ma) .or cont<
im)rovement
1=ecution
timeline to
solution acce)tance
Architecture ; Service
ro6ust ; .le=i6le
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Goal , – Si"licity-Radio Access Quality – Area Monitoring
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Solution Architecture – .y"ical #uilding #loc)s
SQM SolutionSQM Solution
Co"etenceCenters
ConsultancyConsultancy .ools.ools
Pro,ect ManagementPro,ect ManagementNetActNetAct
@e6Scri)t@e6Scri)tNetActNetAct
S!MS!M
P
r o c e s s
P r o c e s s
% o n s u l t a n t s
% o n s u l t a n t s
Service Assurance
Monitoring ; -e)orting
S " s t e m
S " s t e m
1 = ) e r t s
1 = ) e r t s
' M
M S A
P P - S A B
*
' M
M S A
P P - S A B
*
Service Mo$elling ;
-e)ort $e.inition
S " s t e m
S " s t e m
# n t e g r a t i o n
# n t e g r a t i o n
1 = ) e r t s
1 = ) e r t s
Data Source
#ntegrationN&C
ServiceManageent
&ther /sers
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0ey Success actors
• %lose co(o)eration 6etween 8)erator an$ Nokia SiemensNetworks e=)erts
• %ommitment .rom Nokia Siemens Networks an$ 8)erator
• %om)etent an$ motivate$ )eo)le
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NetAct Service Quality Manager
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NetAct SQM in a nutshell
Moving !ro traditional networ) alar3 onitoring to enhanced
onitoring teleco and dataco networ)s-
• Monitor .rom custoer "ers"ective
• /tilise all relevant data availa*le to $etermine the overall servicestatus an$ ualit"
• %valuate service i"act o. network .aults an$ )rioriti5e accor$ingl"
• Alert degrading or low service (uality
• 1..ectivel" su""ort root cause analysis
• Move ore intelligence to 1st line
maintenance
• Provi$es valua*le in!oration !orvarious user grou"s
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Service Assurance with NetAct
access core I.networ) and service in!rastructurenetwor) and service in!rastructure
service "lat!ors
-eal timetra..ic $ata
Fault Mgmt Alarms an$
to)olog"
Networ)Networ)levellevel
Drill $own .or $etaile$
trou6leshooting
Per.ormance Mgmt
%ounters EP#s
Active
measurements
8ther $atasources
Service !ualit"Manager
ServiceServicelevellevel
#ntegrate all $ata .rom the networkto $etermine service levels an$ )ro6lems
Su*scri*erSu*scri*erlevellevel
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NetAct SQM – 4roduct &verview
• ase$ on a .le=i6le rule engine
• -ules contain the logic6ehin$ each service $e.inition
• 1as" im)lementation o.new rules without sto))ingthe s"stem
• #ntegrates $ata .rom an" s"steminclu$ing multi(ven$or an$ multi(technolog" networks
• Dis)la"s the status o. services inlogical an$ geogra)hical viewsma)s can 6e inclu$e$
• Provi$es service re)orts
• @e6 $istri6ution o. the in.ormationa6out service )ro6lems
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0ey Quality Indicators re!lect Service 4er!orance
Mo6ilit" %hargingSession !oS Gra..ic
SSN SN %NS F@
MMS #nternet@AP HPN Nokia HPN ShellMMS ##
HPN Gel%o HPN Hictoria
Stethosco)esSS
Nokia NetActP-S Monitoring
Go)(Ievel
%nd /ser Services
G4RS Main unctions
4ac)et Core %leents
Attach attem)tsuccess ratio
1=ternal Serviceavaila6ilit"
'active )ro6ing*
8verall P-S
cell availa6ilit"
Gotal num6er o.serve$ cells
Service s)eci.icGP tra..ic Service s)eci.ic
PDP conte=tactivities
• Ee" !ualit" #n$icators 'E!#*
give a uick overview a6out the)er.ormance an$ re.lect en$(
user )erce)tion
• Iist o. monitore$ E!#s caneasil" 6e customise$
• 1=am)le+ Mo6ile Data Servicemonitoring
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Service 5egradation 5etection
• Ghreshol$s can 6e $e.ine$ .or all relevant E!#s – the service )er.ormance iscontinuousl" monitore$ .or all .unctions
• As soon as service violations are $etecte$ in an" level S!M raisescorres)on$ing service )ro6lems
• S!M Pro6lem #ns)ector an$ )re($e.ine$ service re)orts as well as conte=tsensitive J# launch o. NetAct Alarm Monitor an$ Alarm 4istor")rovi$e valua6le su))ort .or eas" root cause anal"sis
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%nhanced Root Cause Analysis
• Detaile$ )ro6lem $escri)tions assist in trou6le(shooting an$
)rovi$e a$$itional in.ormation automaticall"
Ghe list o. )ro6lem causing
events )rovi$es valua6le
su))ort .or .aster )ro6lem
resolution
Monitor ke"
in$icators .or
.ault $etectionConfigData
TrafficData
%ollect
relevantsecon$ar"
in$icators .or
)ro6lem
anal"sis
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Intelligent .hreshold Monitoring
• EP# )ro.iles re)resent t")icalvalues o. the EP# over thehours o. a week
• Pro.ile$ values .or each houro. a week are continuousl"calculate$ .rom the same
hours o. the )revious weeks• Stan$ar$ variance $e.ines
relia6ilit" area .or each )ro.ile
• Jse cases – large $eviations o. latest EP# value
.rom )ro.ile$ 't")ical* value in$icatea6normal mal.unctions
– t")ical EP# values '.or e=am)le tra..ic*can 6e use$ to estimate )ro6lemseverit"/6usiness im)act
G")ical tra..ic )ro.ile .or one $a"
G")ical tra..ic )ro.ile over a week
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Covered Networ) 5oains
CS Core
Monitoring
4ac)age
CS Core
Monitoring
4ac)age
GSM QoS Monitoring 4ac)ageGSM QoS Monitoring 4ac)age 4aCo Monitoring 4ac)age4aCo Monitoring 4ac)age
+G RAN Monitoring 4ac)age+G RAN Monitoring 4ac)age
Internet
VAS
N4SNMG AG$MMS
C
Internet$
GNS2G
SGSN
#G
Mo*ile4ac)etCore
#illing
CGVAS
SS6Networ)
78R
MMS Monitoring 4ac)ageMMS Monitoring 4ac)age
$A4 G$
#SC#.S
#.S
#.S
#.S
A9C RNC$#.S
$#.S
$#.S
$#.S
SMSCMSCMG$
GGSN
+G
SGSN
RA5I/S
Server
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Monitoring GSM Services with SQM
• Service ualit" monitore$
.or geogra)hic areas• Mo$elling o. voice an$
$ata 'P-S* relate$services in SS area
• E!#s re.lect en$(user)erce)tion
• #ntelligent service im)actcalculation .or alarms6ase$ on )ro.ile$ 't")ical*tra..ic in corres)on$ing6ase station
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Monitoring +G:RAN Services using SQM
• rou)ing No$es/cells accor$ing torelevant geogra)hic service areas –
.le=i6l" $e.ine$
• Monitoring service ualit" within eacho. these areas in$ivi$uall"
• %orrelating alarm an$ state in.ormationwith latest )er.ormance $ata
– %ontinuousl" calculate the currentservice status an$ $etect network)ro6lems an$ service $egra$ations
• Showing a geogra)hical view withall $e.ine$ geogra)hic service areascolore$ accor$ing to their service status
• S)otting )ro6lematic areas easil"an$ )rovi$ing $irect access to un$er(l"ing service )ro6lems
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Monitoring CS Core using SQM
• Paging Monitoring• #ntra/#nter(MS% an$ #nter(S"stem4an$over
• Iocation J)$ate Monitoring
• %S %ore #nter.ace Monitoring
– MS%/MSS
– M@
– 4I-
– S--
• Mo6ile Germinate$ an$ 8riginate$SMS
• Signaling Iink Ioa$
• Gra..ic Monitoring
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.ra!!ic Monitoring
Monitors tra..ic 6ase$ on call $ata recor$s collecte$ .rom NetAct Gra..ica
• Gra..ica EP#s are aggregate$ .rom relevant callrecor$s in $i..erent $imensions – %ircuit grou) – Direction num6er – Iocation area – Mo6ile t")e '#M1#*
– Su6scri6er grou)
• 1=am)les .or t")ical use cases – monitor calls to voice mail6o= – monitor )re()ai$ calls – monitor roaming su6scri6ers
.S
.N%S
MSC;
MSS
.N%
S
MSC;
MSS
SQM
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Monitoring 4aCo Services with SQM
• Monitoring main P-S .unctions – Mo6ilit"
– Session – %harging – !oS Gra..ic
• Monitoring Mo6ile Data Services• 1n$(to(en$ service monitoring
utili5ing active measurements
• -esource monitoring on networkelement level incl< SNMP $ata
• E!# e=am)le .or Mo6ile DataService+
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4u*lic custoer re!erences
8range Swit5erlan$ GeliaSonera Finlan$
Net%om Norwa" 3#S Swe$en
K 3 Jnite$ Eing$om
Additional non:"u*lic custoer re!erences
• 3 Mo6ile 8)erators in APA%• 2 Mo6ile 8)erators in IAM
• Mo6ile 8)erator in M1A
• 3 Mo6ile 8)erators in NAM
• 2 Mo6ile 8)erators in N1
• & Mo6ile 8)erators in @S1Several trials ongoing in @1 %1M1A an$ APA% region in a$$itional
In total SQM has *een sold to 2< custoers glo*ally
Service Quality Manager Custoer Re!erence 8ist
http://www.orange.co.uk/
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$hat do our custoers say a*out it=
The NOC team likes SQM very much. It has
increased their visibility of the network
significantly out!of!the!bo"#. They don$t
want to miss it anymore.
(Brian Chaloner, NOC Manager, Vodafone Australia)
The Service %ssurance solution & hasenabled us to solve 'roblems much more
'ro!actively. (e have been able to see
'roblems in a more customer!oriented
manner and react in a more 'rioriti)ed way. It
has im'roved the efficiency of our control
'ersonnel significantly.
(Sebastian Sohler, OSS Manager, Orange Switerland)
The o'erational and efficiency gains have
'roven very beneficial in our network
monitoring and su''ort functions. (Da!e Coutts, Manager of Networ" #le$ent
Manage$ent S%ste$s tea$, &')
The solution has turned to be very useful. It
is used as the main a''lication by our
o'erators in their daily work to identify
'roblems with MMS based services in a fastand reliable manner.
(Ola #r!i", S%ste$ Ad$inistrator,
OSS Manage$ent, NetCo$)
SQM is an e"cellent com'lement to alarm
monitoring* and the main benefit would be
for monitoring+QoS!'ersonnel by enabling
'erformance monitoring in an efficient way >
(Martin ustafsson, Manager *erfor$ance and
Configuration Manage$ent for &+S)
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5ata Source Integration and Service
Modelling
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Service Modelling
Develo)ing Service Mo$els
• Activate e=)ert knowle$ge – NSN internal an$ o)erator e=)erts• #$enti." an$ integrate relevant $ata sources
• a* De.ine a6stract service mo$el
– #$enti." Ee" #n$icators 'E#*/ Service Attri6utes
– De.ine -ules .or E# calculation an$ service alarm generation
– Set threshol$s
– %heck .or s)eci.ics .or e=am)le the usage o. )ro.ile$ values
– #$enti." relevant secon$ar" in.ormation .or root cause anal"sis
6* #m)lementation an$ testing
• De.ine views – gra)hical re)resentation o. the service mo$el
• Gake service mo$el into use an$ .ine(tune
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Native 5ata Source Integrations
NetAct -egional %luster – FM PM Go)olog"
eneric Data %ollection Framework
• 4P 8)enHiew 8)erations
• SNMP $ata
• Data6ase ueries – S!I
• MMI ueries
• Ge=t .iles – AS%## LMI %SH B
• B
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%asy SQM Rule Creation via $i?ard
J# $riven rule creation allowing
rule creation withoutan" knowle$ge o. the
S!M )rogramming language
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%asy SQM Rule Creation via Rule $i?ard
• J# $riven rule creation
allowing rule creation withoutan" knowle$ge o. the 2 rule
s"nta=
• -ules $e.ine$ 6" con.iguring)re($e.ine$ tem)lates
• @i5ar$ creates 2 s"nta=which ma" 6e mo$i.ie$ to
a$$ s)eci.ic logic
• Harious tem)lates availa6leto mo$el t")ical use cases
• Gem)lates can 6e com(6ine$ to construct
more com)le= rules
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Case studies
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Custoer Case %@a"les
3JE
8range %4
http://www.orange.co.uk/
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Custoer Case Study
S!M at 4utchinson 3 JE
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0ey Criteria !or selecting NetAct SQM
• Multiven$or ca)a6ilit"
• Su))ort .or common o)erations an$ strateg" throughoutall network $omains
• %om)rehensive centrali5e$ management solution
• A6ilit" to co)e with tough )er.ormance an$ ca)acit"
reuirements• 1as" solution scala6ilit" an$ e=ten$i6ilit" o)tions
• #ntegration ca)a6ilit" into e=isting 8SS environment
• Su))ort service centric o)erations
8ne )ro$ucti.ie$ solution re)lacing all the inhouse tools
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+G RAN MonitoringNo)ia and N%C +G RAN – +/0
&"erator challenge
• Manage the com)le=it" o. networks• Iimite$ visi6ilit" o. network .aults
• Ia6orious trou6le(shooting )rocess
• Decou)le$ in(house tools .or each -AN ven$or
• Maintain goo$ network an$ service ualit"
No)ia solution
• NetAct Service !ualit" Manager
• N1% FM an$ PM a$a)tation
• 3 -AN Monitoring Packages
• %onsultanc" services
0ey !eatures
• %orrelation o. FM PM an$ other relevant $ata
• #ntegration with e=ternal a))lications
• Su))ort same use cases across network ven$ors
Custoer *ene!its-
• 4armoni5e$ monitoring )roce$ures .or Nokia an$ N1% -AN
• Faster network .ault $etection
• Fault )rioritisation accor$ing to customer im)act
• -e$uce$ root cause anal"sis e..ort
• Maintain sta6le network )ro(activel"
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SQM Sco"e
• S!M 4@ runs on a single -P&&&: server
an$ is connecte$ to 2 NetAct regionalclusters
• 3 -AN monitoring 'Nokia an$ N1%*a6out C::: No$es
• Packet core monitoring
• Mo6ile 6rowsing an$ vi$eo streamingmonitore$ via #ns)ector )ro6ing'show case .or 8SS J*
• %S %ore monitoring
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Multi:Vendor +G RAN Monitoring
• 8ne centric view towar$sthe access network
• 4armonise$ monitoring .or 6othven$ors 'same use cases mo$ele$*
• PM $ata )rocesse$ in min intervalls'a6out ::: ::: raw counters )erintervall*
• Decrease$ )ro6lem $etection time
• -e$uce$ manual e..ort .or trou6leshooting
• S!M was a6le to re)lace inhouse tools
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SQM Architecture
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Custoer S"eci!ic /se Cases
S!M at 8range Swit5erlan$ '%4*
S
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.ools and Syste Integration
Inspector TrafcaNetAct Regional Cluster
Monitor
Reporting
Test results
Alarms PerormanceData
Trafc data
RelevantAlarms
Service Qualitytrendsistory
ADC MetricaRelevantReports
SQM
Creationo TT
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M it i I t ti l V i C ll & C7
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Monitoring International Voice Calls – &range C7
8)erator challenge
• Hoice calls to international $estinations
)rovi$e high revenue to the networko)erator
• 8range %4 strives .or highest serviceualit" .or international tra..ic at lowesto)erational cost
• 8range was searching .or a highl"e..icient monitoring solution to assureservice ualit" .or international calls
Nokia solution
• NetAct Service !ualit" Manager
• NetAct Gra..ica
• %ustomi5e$ Monitoring Package
• %onsultanc" services
Ee" .eatures
• #ntegration o. Gra..ica
• %om)arison with t")ical Gra..ic )atterns
• 1asil" un$erstan$a6le visuali5ation
Custoer *ene!its-
• 1..icient monitoring o. the voice tra..ic to the to) : international $estinations
• Faster service $egra$ation $etection an$ a su6stantiall" shorter service $own time
• 8range chooses the 6est international carrier .or each $estination in real time
• Measura6le $ata conve"ing the customer )erceive$ ualit" .or international calls
• -e$uce$ customer com)laints cause$ 6" )ro6lems in international voice calls
.h 4 t i $ ) t S
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.he 4roect – ive $ee)s to Success
• I"leent the /se Cases
• %lose coo)eration 6etween8range an$ Nokia
• -egular )hone con.erence
• S)eci.ication reviews
• , wee)s
Vision
Showcase
Identi!y data sources
S"eci!y service design anddata correlation rules
I"leentation
• .a)e Solution into use
• #nstallation ; #ntegration
• Fine tuning
• 8n(site su))ort
• 1 wee)
Monitoring International Voice Calls &range C7
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Monitoring International Voice Calls – &range C7I"leentation Results
NetActSQM
Trafc dataS!itc"#International
Carrier $%
S!itc"#International
Carrier &%
C'R ((
C'R ((
'ate!ay MSC
NetAct
Trafca
http://www.orange.co.uk/
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Screenshot &range C7 GSM Area Monitoring
http://www.orange.co.uk/
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Screenshot &range C7 – GSM Area Monitoring
Custoer S"eci!ic /se Cases
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: © Nokia Siemens Networks Presentation / Author / DateFor internal use
Custoer S"eci!ic /se Cases
Mo6ile Data Service Monitoring
.a@i Service
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© Nokia Siemens Networks Presentation / Author / DateFor internal use
.a@i Service
• Tai Ser!ice is an en$(user service o..ere$ an$ $elivere$ 6" a mo6ile
network o)erator to several ta=i o)erators 6ase$ on+
• Dis)atching .rom ta=i hea$uarter to mo6ile terminal in ta=i car
• Mo6ile P-S connection to ta=i internet server
• Four $i..erent solutions are use$ 'Mo6iso.t Semel Ho=)oint DDS*
• Ga=is o)erate in several geogra)hical regions
• 4igh availa6ilit" '2&h )er $a" >$a"s )er week* reuire$
• 8utages occurre$ in the )ast which have not 6een recogni5e$ in network
monitoring 6" the o)erators
Pro)ose$ solution .or this )ro6lem is to monitor the service .rom en$ user
)erce)tion with NetAct S!M 'an$ o)tionall" with #ns)ector*
.a@i Service Monitoring Solution
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.a@i Service Monitoring Solution – ocus and 0ey Advantages –
• Ghe Ga=i Service Monitoring Solution .or NetAct S!M ena6les the
assurance o! the .a@i Service in the network o)eratorOs network• 8..ers "re:de!ined service odelling o. the Ga=i Service
• Integrates easily into o)erators environment
• /tili?es relevant data sources .or e=am)le alarms an$ counters .romnetwork elements an$ alarms .rom Gra..ica
• 5etects networ) and service "ro*les relate$ to the Ga=i Service notnoticea6le 6" )ure alarm monitoring
• #$enti.ies $eviations .rom t")ical service utili5ation )atterns – .or e=am)le$eviations in tra..ic .low
• Su))orts o)erators to .ocus on most urgent )ro6lems i
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SQM Service View !or Ta"i Service
1n$ JserHiew
.a@i 6
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Custoer S"eci!ic /se Cases
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Custoer S"eci!ic /se Cases
Hoice over #P Service Assurance
Service Assurance !or VoI4 Services
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Service Assurance !or VoI4 Services
Service
ManagementServices – VoI4 4&.S and VoI4 SI4
MSAN
hi9 DE2D
S#C
ACM%
MGChi%F2
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4&.S Access – VoI4 7 2,
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R.4 ; 7>2,
4&.S Access – VoI4 7>2,
hi9 DE2D
4
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C © Nokia Siemens Networks Presentation / Author / DateFor internal use
@5S8 Access – VoI4 via SI4
hi9 DE2D
S#C
ACM%3
4S#P
5S8
Custoers
R.4 ; SI4
R.4
MSC
Server
NVS
SI4
I4A
2
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.o":8evel layer in SQM Service Model
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7 © Nokia Siemens Networks Presentation / Author / DateFor internal use
.o":8evel layer in SQM Service Model
5rill 5own !or ore In!oration
Networ) Grou" 8ayer o! VoI4 4&.S
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Networ) Grou" 8ayer o! VoI4 4&.S
5rill 5own !or ore In!oration
5S8AM 8ayer o! VoI4 4&.S
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5S8AM 8ayer o! VoI4 4&.S
Additional 5S8AM 0ey Indicators
• %all Holume
• Packets receive$/transmitte$
• %all Accurac"
• Dro))e$ %alls
Networ) Grou" 8ayer – Alternative 5rill:5own
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7& © Nokia Siemens Networks Presentation / Author / DateFor internal use
Networ) Grou" 8ayer Alternative 5rill 5own
5rill 5own !or ore In!oration
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.han) BouH