A Test Method for Base before service (BS) of Customer Problems for the NeOSS System

InSeok Hwang1, SeungHak Seok1, JaeHyoong Yoo1,

1 KT Network Technology Laboratory, 463-1 Junmin-dong, Yusung-gu, Taejeon, Korea

{ishwang1, suksh, styoo}@kt.co.kr

Abstract. As a network & service provider, KT has long felt the necessity of integrating many of its OSS (Operation Support System) systems, and in 2003, KT finally developed a new system to serve its various maintenance activities. This system is called the NeOSS (New Operations Support System) System, which uses XML (Extensible Markup Language), EAI (Enterprise Application Integration) and Web service based on Microsoft’s .NET platform technology. This paper shows the system architecture of the NeOSS-ADM(Access Domain Management), which is going to be developed using the .NET environment, service maintenance framework and the method of maintenance for NEs (network elements) for base BS. And this system will give more high quality service to customers and reduce the customer's complaints.

Keywords: NGOSS, NeOSS, NeOSS-ADM, Proactive Service.

1 Introduction

Korea is the country with the highest distribution rate for high-speed internet service in the world, and in recent years, its customer base is becoming saturated. The number of high-speed internet customers in Korea has grown 12.26 million (05.12). KT alone accounts for more than 6 million customers. Thus, KT is confronted by keen competition due to the saturation of customers and the emergence of diverse service providers that offer high-speed and broadband network services. In addition, customer requests have become more diverse, from service orders to complaints related to fault resolutions, quality of service, cost, rapid processing, and others.

In recent years, telecommunication services are being provided through complex networks instead of single networks, particularly the various internet services. Thus, many companies have developed many kinds of new services in the desire to obtain larger market shares. To give the general public a high-speed internet access service, KT supports various access technologies, including PSTN (Public Switched Telephone Network), ADSL and VDSL, in order to provide broadband services through copper wire. KT had also established an evolution plan for optical fiber access networks. In accordance with this plan, KT developed and deployed the FLC (Fiber Loop Carrier) –A and -B systems for business applications (FTTO) and the

FLC-Curb(C) and –Dense(D) systems for densely populated areas (i.e. apartment complexes) and small business applications (FTTC).

KT also recently developed an AGW (Access Gateway) for the BcN (Broadband Convergence Network). In the near future, KT will also deploy a soft-switch for the BcN. The FLC-C, -D and AGW systems are able to connect to network switching systems that support the ETSI V5.2 standard.

KT also needed a new paradigm for its OSS system because of the continuous emergence of new products (Internet services) and extensive customer needs. In particular, customers’ satisfaction level for service quality is much higher than before. Thus, KT concluded that these issues cannot be resolved without basically changing its operational management system. Therefore, KT developed the NeOSS system to establish a new, professional and flexible architecture system. The NeOSS system is an integration of the telecommunication management system and rebuilding system per facility part with the management process TMN (business management, service management, network management, equipment management) based on other coupled systems. The NeOSS manages all of the company’s information relating to quality, facility, traffic, customer service, and others.

2 NeOSS Structure

Fig. 1. The NeOSS Architecture is harmonized with the NGOSS Framework and eTOM.

Our system’s goal is to support a one-stop fault management scheme and building system. We can check where the NeOSS-ADM is on the NGOSS eTOM model and how we can develop our system to co-work with any other system or facility.

The NGOSS is driven by TMForum for the standard business solution framework of the next operation support system (OSS)/business support system (BSS). The main contents of the NGOSS are business process modeling, design process, choice

technology, public data modeling and implementation. eTOM is the general business activity map that service providers must provide and the business process model enterprise business process framework that service providers must request. The eTOM model decides the borderline of software systems and components supplied by the OSS/BSS. A concluding remark is that the eTOM model provides liaison with future NGOSS and improves the relationships of businesses under the more complex circumstance of e-business. We applied a CBD (component-based development)-based architecture to minimize

t

Fig. 2. The Ne SS system.

The NeOSS consists of SA (Service Assurance), which manages the reception of cu

consists of fiv

he dependency between components and also increased the reusability to reduce development costs. The NeOSS-ADM locates the SML layer and “Service Assurance” part in the eTOM business process model.

O

stomer concerns, SO (Service Order), which manages customers’ installation orders, FM (Facility Management), which manages the network facility and customer database, ADM (Access Domain Manager), which manages the domain of the access network, WM (Work Management), which manages outside work, SLA (Service Level Agreement), which manages the VOC (Voice of Customers), NetIS/NE (Network Information Support System), which supplies statistical data and information, and xNMS (xDSL NMS), which manages the network facility. The NeOSS-ADM consists of service orders for customer installations and real-time connection with network elements for fault management & service order.

The following are the technologies applied to the NeOSS: the NeOSS e modules that use the EAI Workflow concept based on the COM+ (DLL) Services

Call Method. The COM+ (DLL) Services Call Method is based on the .Net Framework 1.1, which is a state-of-the-art technology. EAI uses BizTalk2004 as well. For the database systems, a great part of the NeOSS DB is constructed on the SQL2000 64-bit version. The NeOSS arranged the standard inter-operation methods

into a few and simple categories and chose them to achieve inter-operability with legacy systems.

Most Service Providers focus on one or two offerings when introducing new se

dapter)

dapter) Protocol Adapter a r-operating with legacy systems

su

3 NeOSS-ADM system architecture

The NeOSS-ADM consists of NeOSS-ADM (.NET) and NeOSS-ADM (UNIX). The

office and plays the role of SML (

s that include SN

system through the web-gateway.

rvices. As a result, similar functions are reproduced by various OSS/BSS applications. This kind of limited scope results in offerings that are very poorly coordinated and have few synergies. They also take longer to build new services (almost starting from beginning each time) and new services are expensive to introduce. To solve this problem, we defined the principle and mechanism of inter-operation with other OSS/BSS. The inter-operation mechanisms are as follows:

Web Service (Standard) Web Service (Protocol A EAI (Standard) EAI (Protocol A

mech nisms were applied for intech as various NMS or BSSs. In this mechanism, we provide adaptors such as the

socket-based method, database-based method, XML-based method and others. Standard mechanisms were applied for inter-operating between the NeOSS subsystems, such as NeOSS-SO, NeOSS-SA, NeOSS-ADM, NeOSS-WM and NeOSS-FM.

operator of the NeOSS-SO (Service Order) and NeOSS-SA (Service Assurance) receives the customer’s new order installation and trouble report for a telephone or an Internet service. Thereafter, the control of the work order or trouble report is passed over to the NeOSS-ADM to test the condition of the subscriber’s line or to test the Internet line performance using the TU (Testing Unit). Then, the NeOSS-ADM sends the test result to the NeOSS-SO or the NeOSS-SA. The NeOSS-ADM (.NET) is located in the central Service Management Layer) and NML (Network Management Layer) as the TMN

(Telecommunication Management Network). The NML gives a network-level view to facilitate network planning and fault correlation. It provides network configuration, fault and performance windows for networks. The SML of the NeOSS-ADM provides the service provision, service maintenance and network management. It includes customer complaint-handling and customer provision application.

The NeOSS-ADM (UNIX) has communication serviceMP/TCP/HTTP services. The NeOSS-ADM (UNIX) communicates with FLC

systems through TCP, ADSL by SNMP and HTTP. The NeOSS-ADM (.NET) communicates with the NeOSS-SA and NeOSS-SO through SOAP/XML. The NeOSS-ADM (.NET) has a web-gateway that enables customers to report troubles in the system through the Internet. NeOSS-ADM (.NET) operators can connect directly to the system or through the Internet. NeOSS-ADM operators in the transmission room, exchanging rooms and testing room of the local office can connect to the

The NeOSS-ADM system and inter-operation with other systemFig. 3. In F inter-

op ion with other systems. The web service method consists of adapters, such as so

KT started to develo em) to reinstall the communications net an and provide a new an

s.

igure 4, we show part of the web service (protocol adapter) for NeOSS’s eratcket, XML-RPC, HTTP and Oracle Database adapters. Through a sync or Async

way, the web services also decide on whether or not to use the EAI bus (the EAI bus basically uses the Async way). Figure 4 shows its inter-operation with other systems

Fig. 4. Inter-operation with other systems.

p the NeOSS (New Operation Support Systd network managem processing moduleent

d advanced flexible architecture system in 2003. The NeOSS system underwent operation and evaluation in Chungcheong province (it has 44 offices) starting

September 14, 2004, and the NeOSS system is now being operated all over the country.

In this paper, we focus on the NeOSS-ADM-TM (Trouble Management) system. It charges the fault management processing, which tests with TU (Testing Unit), or co

it) eq

sing the telephone or Internet, and operators can respond to customers’ trouble re

4 METF(Management EMS Test Function)

gement services, that is, real-time status report data from the access network, which consists of DSLAM, FLC-

4.1 EMS Monitoring

ion monitors the real-time state of the EMS for each network element. We send the specific message, which are hello and ping, to the EMS.

ntrols the network element EMS (Element Management System). The NeOSS-ADM-TM system provides integrated maintenance services for customers’ trouble reports about POTS (Plain of Telephone Service) and high-speed Internet service.

Maintenance activities should be performed after service is provided and activated. ALTC (Automatic line tester controller) and MCTU (Metallic Cable Test Un

uipment have been charged with those missions, which is, receiving customer complaints about telephone services and carrying out testing of the subscriber line and responding to them. Other EMS or NMS (Network Management System) have been charged with missions such as receiving customer complaints about high-speed internet services and carrying out testing of the Internet service line and responding to them. The NeOSS-ADM-TM offers management of customers’ line status fault and reception of customer complaints over a copper access network and a broadband access network (an optical access network, an ADSL (Asymmetry Digital Subscriber line)).

When customers experience problems, they can contact a KT customer service center u

ports and complaints using PCs connected to the NeOSS Web Server. In addition, the NeOSS provides proactive maintenance services, that is, before customers can report their complaints, they can be notified of status reports and planned maintenance schedules using the function of service-affected customer identification, performance/fault trend check, performance/fault analysis and QOS assurance. The next section will explain the proactive method of the NeOSS-ADM-TM in fault management processing.

The NeOSS-ADM-TM can provide network element mana

C/D, AGW and Exchange, and offer the statistical data to analyze the status of the EMS. The METF (Management EMS Test Function) consists of a variety of functions (real-time monitoring, test-rate management, etc.) for controlling the EMS of each network element. We can always understand the state of every EMS in real-time using this function.

The EMS Monitoring funct

The ping message checks the network status from the NeOSS-ADM-TM to the EMS. If we get a result of fail, we conclude that the network is not connected from the

NeOSS-ADM-TM to the EMS. Otherwise, we conclude that there is no problem with the network status.

The hello message checks the specific processing module of the EMS, which co

displays the m

nnects to the NeOSS-ADM-TM system’s processor. If we get a result of fail, we conclude that the EMS’ process is dead. So, we call the manager who manages the EMS system. In addition, we can set the period test for Hello & Ping. For example, we can select a period of 5 or 30 seconds, and then the NeOSS-ADM-TM system sends the Hello and Ping messages to the EMS every 5 or 30 seconds.

There is a lot of information available from the GUI screen. Itanager’s telephone number and mobile telephone number, the result of the status,

which are office, IP, type of NE, maker, status of EMS and test time of each EMS test, and the history of the status of the EMS test. There is also a special function for sending an SMS (short message system) to the manager.

Fig. 5. Screen dum of EMS Monitoring

4.2 Customer’s subscriber line history management

This displays the history of the instant test and the detailed test, the information

he method for solving the p

p

displayed screen order by office, service, type of NE and maker. Furthermore, it can perform an instant test for the specific customer’s number. The operator wants to know the history of each NE and troblem in order to prevent the same mistake in managing the EMS or to analyze the

status result of the EMS. And he wants to level up the test success rate using this function.

Fig. 6. Screen dump of the customer’s subscriber line history management. METF also manages the test result data of each EMS sorted by headquarters, central

office, office, service, EMS and maker. One is the test rate per office, which displays statistics on the office’s test success rate and the chart to understand the test rate transition of the office. The other is the test rate per EMS, which displays statistics about each EMS’s test rate and the chart to understand the test rate transition of each EMS. And the operator can ask for the result of each testing history and save an Excel file when he wants to save this content to a file.

5 Proactive maintenance

The NeOSS-ADM-TM can provide proactive maintenance services before customers can report their complaints. Operators can be notified of planned maintenance scheduling by using the function of service-affected: customer identification, performance/fault trend check, and performance/fault analysis. When the Customer Center operator receives a customer’s complaint, the NeOSS-SA operator can be notified of the status of the access network without testing.

The Network Management function of the NeOSS-ADM-TM consists of fault, performance and configuration functions. Fault function gathers event/fault data from the access network, which consists of DSLAM, FLC-A/B/C/D, AGW, IDLC-MUX and Exchange. Performance functions, which have the function of performance collection, gather performance data. The NeOSS-ADM-TM retrieves the configuration data of the access network, which is saved in the database of the NeOSS-FM (Facility Management).

The NeOSS-ADM-TM provides the proactive test function. Even without receiving the customer’s complaint, office operators can generally register the subscriber line (telephone number), the range of cable/pair, the important customers, the step of trouble processing, and the facility (FLC-A/B/C/D, AGW, IDLC-MUX and/or

DSLAM) in order to test during nighttime, when there are few customer complaints by telephone. Thus, we can perform metallic line tests or high-speed internet service line performance tests every nighttime. If operators want to change the registered record, they can ask and modify the

registered record. The next day, the operator asks and analyzes the test result, and in case of a fault result, the operator turns over this customer to trouble processing. In the stage of trouble processing, the operator executes the detailed test and dispatches the technician.

Fig. 7. Screen dump of prevent testing.

5 Conclusion

The major features and functions of the NeOSS-ADM-TM system, which provides NE maintenance for the maintenance of the normal status of NE’s EMS and proactive maintenance for repairing customer faults, are described at this paper.

The NeOSS-ADM-TM performs the test for each NE and subscriber line using the TU (Testing Unit) or inter-operation with the NE’s EMS. Then, the operator requests for the test result and they compare the normal condition. If the operator concludes that the test result is fault, the operator turns over this customer to trouble processing. In the stage of trouble processing, the operator executes the detailed test and dispatches the technician.

Nowadays, customer requirements for high-level quality PSTN or ADSL services are more varied, and there are a lot of new and varied telecommunication network devices. Many other services and new facilities will also appear in the near future, so we have to adapt to that. Therefore, KT has designed the NeOSS-ADM, which integrates the access domain system of service provision, service management and network management.

The developed NeOSS-ADM-TM improves customers’ trust in our company, KT,

thus giving us the competitive power over any other company’s service quality. The NeOSS-ADM-TM also supplies the basis for Before Service for all customers. There is a need to further study the security issues for the NeOSS-ADM-TM and promote the test success rate & test correctness rate. We are preparing new algorithms for test correctness rate and will deploy a new version of the NeOSS-ADM-TM later this year.

References

1. Shin-ho Choi: Building a Service Assurance System in KT, NOMS, (2004) 2. Bok-Gyu Hwang: Integrated Network Management System for Access Network in KT,

APNOMS, June (2003) 3. Mae-Hwa Park: The NeOSS-ADM development, Korea Telecom Technical Review, Vol.17,

No 4, Dec (2003) 4. TMForum: New Generation Operations Systems and Software (NGOSS) Architecture,

March (2003) 5. TMForum: Enhanced Telecom Operations Map (eTOM®): The Business Process

Framework-for the Information and Communications Services Industry, June (2002) 6. Hyunmin Lim: Web-based Operation Support System for the maintenance of Access

Networks in Korea Telecom, NOC2000, June (2000)