Background - Openreach

advertisement
MSO Access Network Alerts
17th December 2013
Background
 Objective
– Update on the success of a pilot to identify Major Service Outages in the access network
– Share the plan to develop this going forward and gain CP endorsement
– Collect CP feedback and increase collaboration
 Background
– Openreach have a tool called RABiT that identifies of network incidents from cable cuts
– This is in the copper access network only so incidents affecting services including LLU
(MPF & SMPF), ISDN and WLR3
– Notification of these breaks are sent to Openreach Operational teams & BT Security
– Pilot email proactive notification with CPs commenced July 2012
– Openreach agreed with CPs at SMF (on 12th Nov) to move the pilot process in place into
BAU
– Will work with CPs through SMF to improve effectiveness of access network MSOs
Benefits to CPs
Reduce time to fix – The proactive alerts are investigated by Openreach operational
teams so it reduces the detection time and hence resolution of these common faults
Improve end user experience – By sharing information with CPs it allow them to keep
the customer informed in a timely manner
Reduce calls to CPs – As the notification is given to CPs typically within 10minutes it
allows them to handle the call spikes using their IVR technology
Reduced fault volumes – As a result of the trial, cable theft has seen a reduction of 55%
and the associated faults avoided. There have also been 30 arrests as a result.
Feedback from Triallist CPs
CP1 - This notification provides us with an early detection of potential incidents impacting
our customers.
This then allows us to raise the incident if we find this is impacting our customers (after
checking ticket and call trends) and activate our IVR to deflect calls.
We then use the cable break spreadsheet which provides us with updates on progress of
the cable break and allows us to update our IVR message and send SMS messages to
affected customers.
CP2 - We take the post code information on the email to find out the number ranges
affected and then handle calls from end users using IVR on the front end. This has the
benefit of reduced call spikes and also improves the customer experience by informing the
end user they are affected by a common issue rather than a singleton fault.
How RABiT works
RABiT
How RABIT works
BTW Session Drops
PIPER
DP
Line
Test
E
X
C
H
A
N
G
E
Run 2 Line Test
DIS IN NETWORK
Distance 345 m
CSS
DP
Correlation to PCP
E-Side
Threshold
7 drops
D-Side
DP
P
C
P
45m
300m
Both
DIS
DP
7 session drops at the PCP
so incident created
Run additional 2
Line Tests
All
DIS
Cable alert created
Cable Break notification process
Typically 10 min
calls
CABLE BREAK ALERT
CONFIRMED
CPs notified with postcode
impact via email
Police notified (as per regional
arrangements)
BT Security Teams
notified
Openreach Controls
notified
Volume controls issue
to field
E
n
d
U
s
e
r
s
Example email notification
Plan going forward
We want to make the process even more effective
 Phase 1 – The trial for a cable break identification and CP notification
process has been moved to full implementation into business as usual (Q3
13/14) as agreed at SMF on 12th Nov
 Phase 1.5 – Enhancements of the tool under consideration (Q4 13/14)
– We are running an internal trial looking at other fault conditions – external
CP notifications may be possible if trial proves successful
– Explore the possibility of replacing post code data with service IDs, DNs
affected by CP
– Having an email to confirm once an incident is closed
– Sending out email alerts for Openreach PEWs in access network
 Phase 2 - The third element under consideration is the use of CP owned
MSO and PEW data with Openreach to assist with enhancing the common
fault process (Q1 14/15)
Frequently Asked Questions (1)
What is RABiT and how does it work? RABiT is a tool which was developed for reducing cable theft and
monitors the copper access network using information on the broadband connections across the network. It
coordinates drops in connection with Openreach network records to identify potential cable cuts and creates
an incident for Openreach to investigate.
What kind of incident does the tool pick up? The tool picks up cable cuts where several copper circuits
are cut in a short period and these are typically caused by 3rd party damage and theft. The tool cannot
identify cables which are deteriorating due to water ingress as this happens over a longer period.
Openreach is looking at trialling internally using the tool for different fault conditions.
In what format is a notification and what information is included? A notification is sent to CPs typically
within 10 minutes of an incident via email. The email contains the name of the exchange and post codes
containing the affected end users.
How do I register to opt in to receive notifications? CPs wishing to receive the emails should send their
requests to [email protected] confirming what email address they wish to receive notifications
into. Preferably the email account will be a group or team email for continuity purposes in the event of
organisational changes.
How many email addresses can I nominate to receive the notification emails? Up to 5 email
addresses can be added to the trial. If you wish it to be distributed to more people you can set up an autoforward from one of the 5 nominated accounts.
What email address will the alerts be sent from? All email notifications will be sent from the
[email protected] account
What does RABIT stand for? Rapid Analyse of Incidents
Frequently Asked Questions (2)
Can I register on behalf of my resellers / customers to receive notification? Applicants must be
customers of Openreach for LLU (MPF, SMPF), WLR3 and/or NGA. Openreach is unable to send information
to CP’s end user, or any third parties without the written consent of the CP
Will I receive update notifications after the initial notification detailing what’s happened? This
functionality and information is not currently part of the process but Openreach is in the process of
implementing a service restored functionality which will confirm the repairs have taken place. Up[dates on
when this will be available will be communicated in due course. Updates on incidents can be found on the
Openreach cable breakdown log located on the Openreach portal. To request access to the log please email
[email protected]
Are there plans to share more information on the notifications? Yes, Openreach is currently looking at
the feasibility of sending CPs lists of their Service IDs and/or DNs affected in a format yet to be agreed with
CPs. This will help CPs identify end users affected quicker before they call into the CP and/or use IVRs.
What can the information on briefings be used for? Openreach provides the information solely to advise
of cable cuts. It may be used by CPs to calculate the impact of cable breakdowns in the access network on
its own end users and to provide direct correspondence with affected end users. It must not be used for any
other purpose and must not be published on a publicly accessible website.
How does this replace to other MSO / MBORC comms we receive? These notifications are separate and
in addition to other service notifications sent by Openreach. It is the first time information has been shared
about incidents in the access network. Incidents may well be subsequently be linked to an MBORC if the
issue was caused by a third party or cable theft.
How can a CP opt out of receiving the notifications or change the nominated email addresses?
Instructions should be sent to the [email protected] email address
Next steps
 Openreach is currently constructing the detailed project plan and will share
the details in due course
 Openreach would like volunteers to discuss the capability to alert by service
IDs/DNs and sharing their service layer data
 CPs that are not already on-board with the pilot to please register interest at
the contact details below
 If CPs have questions, want to receive alerts or have a bilateral discussion
then please contact [email protected]
Download
Related flashcards
Create Flashcards