Telstra IP Remote Telemetry Operational End User Guide€¦ · Telstra IP Remote Telemetry Operational End User Guide – For TMR Regions and LGA’s - 11 - 7.0 Hardware Fault Diagnosis,

Telstra IP Remote Telemetry Operational End User Guide For TMR Regions and LGA’s

Version 1.1 03/02/2016

Telstra IP Remote Telemetry Operational End User Guide – For TMR Regions and LGA’s - i -

Table 1 Revision History

Revision Number Reason By Date

0.1 Initial Draft Lawrence Lee 15/9/2015

0.2 Updated Draft Lawrence Lee 22/9/2015

0.3 Updated Draft Lawrence Lee 22/9/2015

0.4 Incorporated Comments Lawrence Lee 1/10/2015

0.5 Incorporated Comments Tanya Kooymans 13/10/2015

1.0 Released Document Tanya Kooymans 8/12/2015

1.1 Update Telstra Escalation Tanya Kooymans 03/02/2016

Telstra IP Remote Telemetry Operational End User Guide – For TMR Regions and LGA’s - ii -

Contents

1.0 Introduction 1

1.1 Scope 1

1.2 Background Documents 1

1.3 Further Information 1

2.0 Acronyms 2

3.0 Roles and Responsibility 3

4.0 Available Telstra IPRT Products 5

4.1 Category 1 services 5





4.6 IPRT Product Listing 6

5.0 New Service Request Process 7

5.1 Change Service Request Process 8

5.2 Remove Service Request Process 9

6.0 Escalation Process 10

6.1 Telstra Escalation Procedure 10

7.0 Hardware Fault Diagnosis, Return and Replacement 11

7.1 NTU RMA / Replacement request 11

8.0 NTU Status Lights 12

Telstra IP Remote Telemetry Operational End User Guide – For TMR Regions and LGA’s - 1 -

1.0 Introduction

1.1 Scope

This operations guide provides TMR Districts and LGA’s IPRT end users with information on planning,

service request, installation, commissioning, fault finding and escalation process to establish

communications to the TMR ITS network.

The owner of this document is Tanya Kooymans, Principal Project Officer (Traffic Systems), TMR South

Coast Region (Email: [email protected] Phone: (07) 55636456)

1.2 Background Documents

This operations guide expands on the processes outlined in the “Telstra IP Remote Telemetry Solution

Reference Guide”.

1.3 Further Information

Any details in relation to the Telstra IPRT Solution not outlined in this operations document can be directed

to the IPRT WAN Support Team (Email: [email protected])

mailto:[email protected]



2.0 Acronyms

Term Description

3G 3rd generation mobile communications technology

ADSL / ADSL2+ Asymmetric Digital Subscriber Line

FNN Full National Number

FP Field Processor

GWIP Government Wideband Internet Protocol

IPRT Internet Protocol Remote Telemetry

IPRT WAN Support Support team based at South Coast Region to help assist in IPRT inquires

ITS Intelligent Transport Systems

MAC’s Moves Adds and Changes

NTU Network Termination Unit

NVMS Network Video Management System

PUTTY Remote terminal program to communicate to FP’s

RMA Return Merchandise Authorisation

SRT Service Request Tool

STREAMS Queensland’s Department of Transport and Main Roads Traffic Monitoring System

Telstra ISD Telstra Integrated Service Desk

UAUI Ultra Agent User Interface

WAN Wide Area Network


3.0 Roles and Responsibility

ITB ITB Responsibility

IPRT Finance Officer for

TMR

(Business Management

Branch – Finance)

Responsible IPRT Telstra Bill Payments

New Service Allocation (Branch & Agency)

Bill Posting (Expensing) against Regional Cost Codes

Escalation of Billing queries with Telstra Service Management Lead

07 3066 8692

Senior

Telecommunications

Advisor

Supply of Sim Cards (Help Phones only for TMR)

07 3066 8282

[email protected]

TMR Regions (RO) & LGA’s

Regional & LGA Operational Management & Support Responsibility

Authorised Officer /

Regional User Representative

Network Management – Troubleshooting using UAUI and directly with Telstra. IPRT WAN Support will assist with configuration issues beyond the authorised officers UAUI access permissions

Management of available funding for IPRT WAN Services for their District

Ensuring compliance to IPRT Solution Governance Framework (Design, Architecture Standards, Operational processes and procedures).

Operational Management and Support of respective TMR District and LGA IPRT Service Inventory

Completion & submission of Telstra SRT form for all MACs (including GWIPs).

Ongoing validation & accuracy of respective TMC or LGA IPRT Telstra Bill (IPRT service inventory).

Scheduling & Coordination of MACs with Third Party Service / Maintenance Providers.

Scheduling & coordination of standard MACs with IPRT WAN Support Team (5 Business day’s notice).

For TMR billing enquires to be submitted through Service Centre Online (SCO)

E&T (ITS&E) ITS & E Responsibility

ITS Network Solutions Architect

Analysing Business Requirement Specifications (BRS) to derive application & infrastructure service requirements;

Preparing infrastructure and other technical designs, input to proposals, and cost estimates;

Providing quality assurance of work undertaken by Third Party Service providers to both A&O and RSSM;

Analysing and comparing technical solutions, recommending a preferred solution design.

07 3066 8591

[email protected]


mailto:igor.santic@tmr


Principal Electrical Engineer

Second escalation point – Technical issues

Compliance to technical governance and approved standards for traffic systems and devices.

Custodian of network diagrams templates.

Custodian of traffic cabinet drawings.

[email protected]

IPRT WAN Support IPRT Service Delivery Capability Responsibility

IPRT WAN Support First escalation point - Technical issues

IP Address Allocation (in support of Telstra SRT application process) for IPRT

Services (not for TMR Fibre).

Provisioning new sites onto the UAUI Application & Telstra IP Solutions Portal

Advanced Radius Server (in preparation for site cutovers) in support of

ongoing Regional & LGA service installations and cutovers

IPRT WAN Support process documentation (Reviews, updates, distribution)

Major IPRT Incident Management & Coordination

IPRT WAN Support Hours of Operation; Monday – Friday 08:00 – 15:00

Capacity to Support Regional IPRT MAC’s

Max Number of Site Cutovers per Day = 4 (20 per week)

Max Number of sites Pre Provisioned per Day = 4 (20 per week)

SLA on IP address Allocation = 48 hours from receipt of SRT Form

IPRT Contract Manager

Electrical Engineer First escalation point – Contractual issues

The IPRT Service user’s representative (TMR and LGA)

Manage and update TMR & LGA authorisation list (and email group)

Mange the Contract to ensure Goods and Services in the Contract are

supplied to Contractual performance requirements and to reasonable

satisfaction of both parties to the contract.

Communicate / Coordinate IPRT Solution state-wide changes between

TMR Regions, LGA's and Telstra (future S/W version upgrades for

NTU's, UAUI Clients etc)

[email protected]





4.0 Available Telstra IPRT Products

Telstra currently provides multiple carriage solutions for the remote telemetry. These service grades are

categorised by bandwidth the service can provide.

4.1 Category 1 services

This service category provides “low bandwidth” non-redundant connection suitable for the connection

of traffic signals / counting sites to traffic management system STREAMS where redundancy is not

required.


This service category provides “High bandwidth” non-redundant connection suitable for the

connection of traffic cameras to NVMS platforms and or sites which share multiple traffic signals /

counting sites connections to STREAMS where redundancy is not required.


This service category provides “low bandwidth” redundant connection by utilising 2 connections to

provide redundancy to a site. This is used in situations where constant connection is required where

deemed critical / necessary.


This service category provides a primary “high bandwidth” connection and a secondary “low

bandwidth” connection to provide redundant connection where site requirements deem necessary.


This service category is considered a “custom connectivity” solution, services categorised include

“High Bandwidth” ADSL2+, BDSL and GWIP solutions. These services require feasibility and

quotation before proceeding and typically required where major sites are being established. E.g.

Traffic Management Centres, remote workstations, field networks with a large number of connected

devices, etc.

Note: Provision of Category 5 services require prior approval from the ITS Network Solutions

Architect with network diagrams before proceeding.


4.6 IPRT Product Listing

Category of Service

Service Configuration Monthly Included Data

Allowance

Primary Service Backup Service Primary Service Backup Service

Category 1 Site ADSL 256/64 N/A Unlimited N/A

(low bandwidth / low utilisation)

Mobile Broadband (4G (LTE) / Next G / 3G 2100)

N/A 3GB/month# N/A

Category 2 Site ADSL 512/512 N/A Unlimited N/A

(high bandwidth / high utilisation)

High Speed ADSL (ADSL2+) N/A Unlimited N/A


N/A 60GB / month# N/A


N/A 120GB / month# N/A

Category 3 Site

ADSL 256/64 Mobile Broadband (4G (LTE) / Next

G / 3G 2100)

Unlimited Unlimited*

(low bandwidth / low utilisation –

with backup)

Category 4 Site ADSL 512/512 Mobile Broadband (4G (LTE) / Next G / 3G 2100)


(high bandwidth / high utilisation –

with backup) High Speed ADSL (ADSL2+)



Category 5 Site Any other Remote Telemetry Service which has custom requirements that are not addressed by

Category 1 – 4 Sites as per above.

POA POA

* Restrictions apply #Excess usage charges apply


5.0 New Service Request Process

Below are the required steps to establish communications for new sites. Authorised Officer / Regional User

Representative hereon in described as the “service requester”.

1. Establish connectivity requirements for the site.

Note: Feasibility study must be completed by Telstra to ensure that the service

category is available, especially for wired connections. SRT is not mandatory for a

feasibility request.

2. Fill out the Service Request Tool (SRT) with the required service category. If you require assistance

in completing a SRT contact IPRT WAN Support.

3. Submit SRT to IPRT WAN Support for IP address allocation [email protected]

4. IP allocated SRT will be email back to the service requester.

5. Service requester will then send the SRT to Telstra’s Government Integrated Service Desk

[email protected] and CC IPRT WAN Support. If a NTU is requested it will

be delivered to the nominated address on the SRT.

Note: Telstra’s Government Integrated Service Desk will only process the SRT if the

sender in on the IPRT Authorised Users List. Therefore 3rd party persons will not able

to complete this step.

6. If the service requires civil works to establish communication e.g. pits & conduits installed for wired

connections.

There are 2 options:

6.1. Civil works to be completed by an authorised contractor on behalf of TMR / LGA requesting the

service and is qualified to complete the civil works on Telstra’s network.

6.1.1 Notify Telstra in the SRT request that the conduit has been / will be installed ready for

lead-in connection.

6.2. Civil works to be organised and completed by Telstra’s Network Integrity Team.

6.2.1 Request quotation for commercial works on the SRT request to Telstra, and must include

specific details of the site e.g. site drawings, layouts and pictures.

6.2.2 Once a quotation is received and is accepted, Telstra will then complete the works and

liaise with the service requester.

6.3 Once lead-in is installed and activated the service by a Telstra Technician will contact the service

requester.

7. Any internal installation of equipment will be in accordance with relevant standards or standard

drawings by a qualified person on behalf of TMR / LGA.

8. Once civil works, billing provisioning are complete and have taken delivery of the NTU, the service

can be configured.

9. Notify IPRT WAN Support that the above is complete and to commence the pre-provision process of

UAUI and Telstra RADIUS.

10. NTU can be installed at site and IPRT WAN Support contacted to complete the cut-over process.

Note: If Authorised Officer / Regional User Representative has the ability commission

the NTU before installation at site is preferable to minimise issues.

11. Test connectivity to ensure all configuration has been completed correctly.




5.1 Change Service Request Process

Below are the required steps to modify existing services to other service categories. For Example: 3G to

ADSL, ADSL Bandwidth upgrade or billing changes.

1. Ensure you have the correct FNN NR number for the existing service to be modified.

Note: This number can be sourced from UAUI or IPRT WAN Support can assist in

identifying the number.

2. Complete a SRT and mark it as a “Change” and list the required change.

3. Send the SRT to Telstra’s Government Integrated Service Desk

[email protected] and CC IPRT WAN Support on the email.

4. If the service requires civil works to establish communication e.g. pits & conduits installed for wired

connections.

There are 2 options:

4.1. Civil works to be completed by an authorised contractor on behalf of TMR / LGA requesting the

service and is qualified to complete the civil works on Telstra’s network.

4.1.1 Notify Telstra in the SRT request that the conduit has been / will be installed ready for

lead-in connection.

4.2. Civil works to be organised and completed by Telstra’s Network Integrity Team.

4.2.1 Request quotation for commercial works on the SRT request to Telstra, and must include

specific details of the site e.g. site drawings, layouts and pictures.

4.2.2 Once a quotation is received and is accepted, Telstra will then complete the works and

liaise with the service requester.

4.3 Once lead-in is installed and activated the service by a Telstra Technician will contact the service

requester.

5. Any internal installation of equipment will be in accordance with relevant standards or standard

drawings by a qualified person on behalf of TMR / LGA.

6. Once civil works, billing provisioning are complete and have taken delivery of the NTU, the service

can be configured.

7. Notify IPRT WAN Support that the above is complete and to commence the pre-provision process of

UAUI and Telstra RADIUS.

8. NTU can be installed at site and IPRT WAN Support contacted to complete the cut-over process.

Note: If Authorised Officer / Regional User Representative has the ability commission

the NTU before installation at site is preferable to minimise issues.

9. Test connectivity to ensure all configuration has been completed correctly.



5.2 Remove Service Request Process

Below are the required steps to remove / terminate services from operation.

1. Ensure you have the correct FNN NR number for the existing service to be modified.

Note: This number can be sourced from UAUI or IPRT WAN Support can assist in

identifying the number.

2. Complete a SRT and mark it as a “Cancel” and list the required change.

3. Send the SRT to Telstra’s Government Integrated Service Desk

[email protected] and CC IPRT WAN Support on the email.

4. IPRT WAN Support will then decommission the service from UAUI / RADIUS and release IP’s

associated with the service for future use.



6.0 Escalation Process

Issues shall be resolved at the lowest possible level. Where an issue cannot be resolved by the user /

authorised officer, it will be escalated.

Technical Issues Contractual Issues

Escalation 1 IPRT WAN Support

[email protected]

IPRT Contract Manager

Adrian Villas

[email protected]

Escalation 2 Principal Engineer

John Bright (via ITS ICT TRG)

[email protected]

Vendor Manager

Michael Longdon

[email protected]

6.1 Telstra Escalation Procedure

Business Hours and After Hours Escalation*

Initial Call

ISD Consultant Quote INC# (All Faults needs to be raised via phone.) Phone: 1800 237 643 Email: [email protected]

1

ISD Team Leader Gurpreet Kaur Phone: (02) 9396 3026 Email: [email protected]

2

Service Delivery Manager Joanne Dennis Phone: (07) 3455 0108 Email: [email protected]

3 Head of Delivery Paul Taylor Phone: (07) 3455 8603 Email: [email protected]

* Correct as of 03/02/2016







7.0 Hardware Fault Diagnosis, Return and Replacement

If a situation occurs that connectivity is lost to a site some initial diagnosis must be completed before logging

a fault or escalation.

1. Detect fault through loss/

reduction of data (e.g STREAMS alert /

UAUI alert)

2. Complete level 1 diagnostic (Basic

UAUI status check via Remote access

to NTU

3. Complete level 2 diagnostic.

PING LAN InterfacePUTTY Field

Processor – Start / Stop Services

4. Onsite visit required to conduct

further diagnosis

5b. Replace equipment as per

maintenance procedure

5a. Report fault to Telstra ISD

If carriage fault If hardware fault

7.1 NTU RMA / Replacement request

In the event that a faulty or defective UHS modem is identified a RMA must be raised before sending the

NTU back to the manufacturer.

1. Contact Telstra ISD and quote the NR number and request a RMA number.

2. A RMA form will be emailed to be competed with the details of the fault.

3. Attach the RMA form with the faulty device and send to address stated on the form.

4. UHS Systems will then process the RMA and send back a replacement unit.

5. New replacement NTU to be assigned to service on UAUI.


8.0 NTU Status Lights

Status LED’s Description Typical Faults

Power

The NTU has power Off / flickering: No Power, check power supply.

All other LED’s off: Faulty NTU

ADSL Off means there is no ADSL. Flashing or solid means the ADSL is available and is synchronised.

Off: ADSL Line not activated, incorrect port connected on back of unit.

Wireline Up Flashing means the NTU has obtained an IP address from the Dialup or ADSL connection. Solid means the NTU has connected to the UltraAgent server.

Off: Incorrect connection settings.

Flashing for a long time: NTU Not configured in UAUI

Wireless Up Flashing means the NTU has obtained an IP address from the Wireless connection. Solid means the NTU has connected to the UltraAgent server.

Off: Incorrect connection settings.

Flashing for a long time: NTU Not configured in UAUI

Eth 0-4 Ethernet port connected. All off: No devices connected

Wireless Signal

Strength

Wireless Signal Strength. (For 3G services)

1 Flashing: SIM card not activated, faulty SIM card.

No LED’s on: NTU not configured for 3G / faulty 3G module.