Management of Telecommunication Services - iium.edu.my ict policy 3_5.pdf · r: n 3 4.0...

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INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA (IIUM)

Document No :

IIUM/ITD/ICTPOL/3.5

Effective Date : 18/03/2009

Procedure for Management of

Telecommunication Services

Chapter : Telecommunication Status : REVIEWED Version No : 01 Revision No : 00

1.0 OBJECTIVE

The objective of this document is to define the procedure on management of telecommunication

services.

2.0 GOVERNING POLICY

2.1 (IIUM/ITD/ICTPOL/1.4) Policy for ICT Project Management.

2.2 (IIUM/ITD/ICTPOL/3.1) Policy for Telephone Services.

2.3 (IIUM/ITD/ICTPOL/3.2) Policy for Video Conference Service.

2.4 (IIUM/ITD/ICTPOL/9.1) Policy for ICT Service Desk and Incident Management.

3.0 PROCEDURE

The procedure on telephone services are as follows:

3.1. Telecommunications Services Request and Complaint

Refer to flowchart 3.1.

3.2. Telecommunications System Troubleshooting

Refer to flowchart 3.2 .

3.3. Video Conference Request and Testing


3.4. Tele-conference Request and Testing


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3.5. Routine Maintenance

Refer to flowchart 3.5.1.




3.6. Billing System



3.7. Data Backup Plan


3.8 The quality of records is maintained as follows:

No Quality of Records Location Retention Period Responsibility

1 IIUM PABX Layout ITD Filing

Cabinet

not applicable Engineer

2 Video Conference Check List ITD Filing Cabinet

3 Years Technician

3 Daily System Maintenance Log ITD Filing Cabinet

3 Years Engineer/

Technician

4 Monthly Battery Maintenance

Log

ITD Filing Cabinet

3 Years Technician

5 MDF/SDF/LAN Room

Maintenance Log

ITD Filing Cabinet

3 Years Technician

6 Data Backup Log ITD Filing Cabinet

3 Years Technician

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4.0 RESPONSIBLITY FOR IMPLEMENTATION

The responsibility for the implementation of this procedure resides with the Head of Department

(Network and Telecommunication Department, ITD).

5.0 ENTITIES AFFECTED BY THIS PROCEDURE

All staff that manages the telephone services and equipment is affected by the procedure.

6.0 DEFINITION

Term Definition

ITD Information Technology Division

IIUM International Islamic University Malaysia

7.0 REVISION HISTORY

Requestor Description Submission Date Approval Date

Shukri Abd Rahman,

ITD

Initial draft 10/03/2009 _

Shukri Abd Rahman,

ITD

Reviewed 18/03/2009 -

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TELECOMMUNICATION WORK INSTRUCTION

WI: 11-6.5.14

EXTENSION INITIATION / CONFIGURATION.

1. Received/Check request from OpenView System 2. Login DNA. Password refer to Administrator 3. Open Extension Manager Application 4. Select Free Equipment at Relevant Line Interface Module (LIM) location 5. Select entitlement for category and phone type (Refer IIUM telephone Policy) 6. Assign extension number according to ranging given. 7. Update Cabling Record for :

a) Card Location b) Type of Extension c) LAN Rooms d) Voice Port in LAN Room e) MDF and SDF Jumpering

8. Update DNA

WI: 11-6.5.9

SYSTEM TROUBLESHOOTING

1. Received complaint from Open View System

2. Logon DNA Application suit. Password

3. Open Extension Manager Application

4. Select “Extension” tab

5. Click view/Update

6. Click Dir button

7. Type in Extension number

8. Click OK- All information will be displayed

9. Noted equipment number

10. Open PABX data base file (Desktop/irjee/info/main info)

11. Find pair location by referring to equipment number

12. Test tone at equipment site

13. If no tone at pair check system site.

14. If tone available proceed the following step:-


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16. Select “Application” tab

17. Click “TTY”

18. Type command “ ALLIP;” Enter

19. Read code number and refer PABX Fault Locating Manual

WI: 11-6.5.9

EXTENSION TROUBLESHOOTING

1. Received complaint from Open View System

2. Logon DNA Application suit. Password


4. Select “Extension” tab

5. Click view/Update

6. Click Dir button

7. Type in Extension number

8. Click OK- All information will be displayed

9. Noted equipment number

10. Open PABX data base file

11. (Desktop/irjee/info/main info)



14. If no tone at pair check system site.

15. If tone available proceed the following step:-

16. Open PABX data base file

17. (Desktop/irjee/info/main info)



20. Check and test tone at SDF and do rectification

21. Check and test tone at riser and do rectification

22. Check and test tone at voice port and do rectification.

23. Check and test tone at face plate and do rectification

24. Check and test phone set and replace phone set or faulty parts

25. Update ticket – change status to “ Job Done”

26. Troubleshoot complete

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Update External Backup MD110 Log

EXTERNAL BACKUP PROCEDURE FOR MD110

AT FIOL PC

ACCESS SYSTEM

ENTER PASSWORD

TYPE THE FOLLOWING COMMAND / PROCEDURE:-

Allip; ( Check any alarm )

Alrei; ( Clear alarm )

DUBDP; ( Check previous backup status and data)

DUSYI; (Backup existing hard disk for rel 1)

DUSYI; (Backup existing hard disk for rel 2)

BLEQI:EQU=1-0-52-0;

FIMOE:SUBSF=SYSSUBFS11;

FIMOE:SUBFS=SYSSUBFS21;

IOSIE:IODEV=SYSDISK1,NODE=SYSN;

Switch Off Hard disk

Disconnected connection from IPU

REMOVED HARD DISK ( Kept at safe place)

INSTALLED NEW HARD DISK Reconnected connection from IPU

Switch On Hard disk

IOSI1:IODEV=SYSDISK1,NODE=SYSN,SIPOS=3,SUBFS=SYSSUBFS11&SYSSUBFS21;

FIMOI:SUBFS=SYSSUBFS11;

FIMOI:SUBFS=SYSSUBFS21;

BLEQE:EQU=1-0-52-0;

DUSYI; (Backup to get data from local hard disk))

DUBDP; (to check backup status)

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LINK PREPARATION GUIDE (WORK INSTRUCTION)

1. VIDEO CONFERENCING REQUEST (IPVPN)

No Work Process

1 Request for network connection to initiate Network Communication link (Identify static IP

number).

2 Preparation (refer to Video Conference Checklist)

3 Setup & installation Video Conference equipment.

4 Standby until end of programme and switch off all equipment.

5 Packing & storage

2. VIDEO CONFERENCING REQUEST (ISDN)

No Work Process

1 Initiate ISDN line

2 Allocate jumpering cable to related LAN room

3 Patch at related faceplate

4 Connect to ISDN Adaptor

5 Preparation (refer to Video Conference Checklist)

6 Setup & installation Video Conference equipment.

7 Standby until end of programme and switch off all equipment.

8 Packing & storage

START

END

User complaint

or request

Job ticket created by Service

Desk and escalated to

respective Supervisor

Related to job scope

Short briefing by

Supervisor and ticket

assign to Technician

Escalate to

respective

Department/Division/

Parties involve

Inform user

End

Troubleshoot

and installation

Update job ticket

and change

ticket status

Job ticket reviewed and

analyzed by Supervisor.

Identification of problem is

being done at this level

Status

NO

YES

Job status is

being confirmed

at user site

YES

NO

TELECOMMUNICATION SERVICES REQUEST AND COMPLAINT

RESPONSIBILITY DOCUMENTS AND

RECORD TO BE

REFERRED

Service Desk

Agent

Engineer/

Senior

Technician

Senior

Technician /

Technician

Senior

.Technician /

Technician

Senior

Technician /

Technician

ITD Service

Desk System

Version: 01

Revision: 00

Effective Date: 01/05/2007

MD 110 Manual

&

Telecommunication

Work Instruction

As Above

As Above

As Above

ITD Service

Desk System

Flowchart 3.1

START

Login to DNA

system. Password

required

Identify fault location

Check and test tone

at MDF

Check and test tone

at SDF

Check and test tone

at Riser

Check and test tone at

Voice port

Check and test tone

at Face Plate

Check and test

phone set

END

Change pair or

jumper wire

Change pair or

jumper wire

Change pair or

jumper wire

Change to other

voice port and

pair

TELECOMMUNICATION SYSTEM TROUBLESHOOTING


RECORDS TO BE

REFERRED

Version: 01

Revision: 00


DNA Extension

Manager version

8.0 and version

9.0

IRJEE shared

file - / INFO/

MAININFO

As Above

As Above

As Above

As Above

As Above

YES

YES

YES

YES

YES

YES

Change face

plate

Change phone

set

NO

NO

NO

NO

NO

NO

As Above

Technician

Technician

Technician

Technician

Technician

Technician

Technician

Technician

Flowchart 3.2

START

User request video conference

Services

Preparing the communication

link (either IPVPN or ISDN

link)

Setup of VC equipment at

requested location

Establish the VC session

either by connecting through

IP address or by dialing the

ISDN number

Monitor the quality of the

Video and the link status

Session Initiated

END

Start to

troubleshoot

the problem

YES

NO

VIDEO CONFERENCE REQUEST AND TESTING


RECORDS TO BE

REFERRED

Engineer/

Technician

Technician

Technician

Link Preparation Guide

Version: 01

Revision: 00


Tandberg Video

System User Manual

Technician

Technician

Technician

Video Conference

Checklist

Tandberg Video

System User Manual

As Above

ITD Service Desk

OpenView System

Flowchart 3.3

START

END

User request for

teleconference services

Setup the teleconference

equipment on requested

location. Existing phone line

will be use as communication

link.

Dialed the respective targeted

location number

Session initiated

MANAGEMENT OF TELE-CONFERENCE REQUEST AND TESTING

RESPONSIBILITY

DOCUMENTS AND

RECORDS TO BE

REFERRED

Technician

Technician

Version: 01

Revision: 00


ITD Service

Desk OpenView

System

Technician

Polycomm

Teleconference

System User Manual

Video Conference

Checklist

Technician Video Conference

Checklist

Flowchart 3.4

START

Login to the system

command interface.

Password required

Check availability of PRI number (DID)

by randomly dial to any number

END

Check and clear

alarm

Check Trunk and

PRI status

Check Group Switch

Status

Check for hunting

line status

Troubleshoot

Troubleshoot

Troubleshoot

Trobleshoot

MANAGEMENT OF DAILY SYSTEM MAINTENANCE


RECORDS TO BE

REFERRED

Technician

Technician

Technician

Technician

Technician

Technician

Daily System

Maintenance log

As Above

As Above

As Above

As Above

Version: 01

Revision: 00


Ericsson MD110

Maintenance Manual

Flowchart 3.5.1

START

Initiate system backup

Take initial battery reading

System shut off power

Start battery maintenance

Turn on system power

END

Take battery reading

MANAGEMENT OF BATTERY MAINTENANCE


RECORDS TO BE

REFERRED

Technician

Technician

Technician

Technician

As Above

Version: 01

Revision: 00


Ericsson MD 110

Maintenance Manual

Monthly Battery

Maintenance Log

As Above

As Above

As Above

Battery readingChange battery if

reading below than

< 48VYes

NoAs Above

Flowchart 3.5.2

START

MONTHLY MAINTENANCE

( MDF, SDF, LAN Room and Riser Maintenance )

Technician

Technician

Engineer

RESPONSIBILITY

Yes

Check room

condition

Take Action

No

Take action

Take action

No

Check krone

and jumpering

condition

Check closet

and Voice port

connection

No

DOCUMENTS AND

RECORDS TO BE

REFERRED

Monthly Maintenance

(MDF,SDF,Lan Room &

Riser

As Above

As Above

Version: 01

Revision: 00


END

Flowchart 3.5.3

START

Login to Voicemail server.

Password required.

Select menu from System

Interfaces

Update Voice mail data

check database capacity

Save current configuration

END

Check Voice mail status by

performing simple testing using

telephone terminal

MANAGEMENT OF VOICE MAIL SYSTEM MAINTENANCE


RECORDS TO BE

REFERRED

Senior Technician/

Technician

Senior Technician/

Technician

Senior Technician/

Technician

Daily System

Maintenance Log

Voice Mail

Manual

Version: 01

Revision: 00


As Above

As Above

As Above

Flowchart 5.54

START

END

Updating and analyzing user

data

Selecting menu on the system

interface

Login to Billing System.

Password required for this

process

Save current configuration to the

system

BILLING SYSTEM DATA UPDATE AND MAINTENANCE


RECORDS TO BE

REFERRED

Technician

Technician

Technician

As above

Version: 01

Revision: 00


Billing System

User Manual

As above

As above

Creating report and print the

billing reportAs above

Flowchart 5.61

START

Login to Billing system.

Password required at this

stage

Selecting menu to view

requested data

Creating report from the

Billing system

Print the requested report

Billing report were send to

respective user

END

MANAGEMENT OF BILLING PRINTING REPORT


RECORDS TO BE

REFERRED

Version: 01

Revision: 00


Technician

Technician

Technician

Technician

Telmas User

Manual

Flowchart 3.6.2

Login to the PABX System

command interface

Check backup hard-disk status

Performing backup procedure

Remove external backup hard disk

and keep to a safe place

Installed new external backup

hard-disk

Instantiate and run the new

external backup hard disk

START

END

Check and clear

system alarm

Troubleshoot the problem

MANAGEMENT OF BACKUP PLAN

RESPONSIBILITY

DOCUMENTS AND

RECORDS

TO BE REFERRED

YES

NO

Technician

Technician

Technician

Technician

External Backup

Procedure for MD110

Version: 01

Revision: 00


As above

As above

As above

As above

As above

As above

Data Backup Log

Flowchart 3.7

PABX SYSTEM LAYOUT

INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA

AIKOL

(SLAVE)

GSM 0

LIM 3 LIM 4

PWMPWM PWM 6

LIM 6

MAIN EQUIPMENT

IT DIVISION

LIM 1 LIM 2

KAED

LIM 5LIM 7

PWM 5

PWM 7

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

lLAWS,LIB, COL, ECMS,

SPORTS COMP

ISDN-3 PRI &

COPPER LINES

6196 4400

6196 4800

6196 5200

Serve:ADMIN BUILDING

DNA SERVER

CALL BILLING

OPERATOR CONSOLE

O & M PC

VOICE MAIL

Serve:KAED,ENGIN, COLL, CAC,

FEMALE SPORTS COMP,

OPERATOR WORKSATION

CC,HS,CELPAD,MOSQUE, EDU

ISDN-2 PRI

6196 4000

6196 5600

PWM 8

LIM 8

1 - 0 - X

1 - 1 - X

1 - 2 - X

1 - 3 - X

7 - 3 - X

7 - 2 - X

7 - 1 - X

7 - 0 - X

5 - 3 - X

5 - 2 - X

5 - 1 - X

5 - 0 - X

6 - 3 - X

6 - 2 - X

6 - 1 - X

6 - 0 - X 8 - 0 - X

8 - 1 - X3 -0 - X

PWM

3 -1 - X

3 -2 - X

GSM 14 -0 - X

4 -1 - X

4 -2 - X

Fiber links

Fiber links

2 -2 - X

2 - 1 - X

2 - 0 - X

2 -3 - X

Broadband

Interface Module

(BIM)

Broadband

Interface Module

(BIM)

Broadband

Interface Module

(BIM)

Broadband

Interface Module

(BIM)

ADMINSTRATION BLOCK

(SLAVE)

KAED

(SLAVE)

Copper

LinksFiber Links

O & M PC

PWMB

GSM

PWM 2

PWM 1

Serve:

Serve:

Version: 01

Revision: 00


……………………………………….

Prepared by: Ahmad Zhafri B.Zaini

Engineer

…………………………………………………

Reviewed by: Noor Aznir Nizam B. Noordin

Head of Department

IIUM TELECOMMUNICATION SYSTEM ARCHITECTURE

AIKOL

(SLAVE)

GSM 0

LIM 3 LIM 4

PWMPWM

PWM 6

LIM

6

MAIN EQUIPMENT

IT DIVISION

LIM 1 LIM 2

KAED

LIM 5LIM 7

PWM 5

PWM 7

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

patch cabinet

lLAWS,LIB, COL, ECMS,

SPORTS COMPServe:

ADMIN BUILDING

DNA SERVER

CALL BILLING

OPERATOR CONSOLE

O & M PC

VOICE MAIL

Serve:KAED,ENGIN, COLL, CAC,

FEMALE SPORTS COMP,

OPERATOR WORKSATION

CC,HS,CELPAD,MOSQUE, EDU

PWM 8

LIM 8

1 - 0 - X

1 - 1 - X

1 - 2 - X

1 - 3 - X

7 - 3 - X

7 - 2 - X

7 - 1 - X

7 - 0 - X

5 - 3 - X

5 - 2 - X

5 - 1 - X

5 - 0 - X

6 - 3 - X

6 - 2 - X

6 - 1 - X

6 - 0 - X 8 - 0 - X

8 - 1 - X3 -0 - X

PWM

3 -1 - X

3 -2 - X

GSM 14 -0 - X

4 -1 - X

4 -2 - X

Fiber links

Fiber links

2 -2 - X

2 - 1 - X

2 - 0 - X

2 -3 - X

Broadband

Interface Module

(BIM)

Broadband

Interface Module

(BIM)

Broadband

Interface Module

(BIM)

Broadband

Interface Module

(BIM)

ADMINISTRATION BLOCK

(SLAVE)

KAED

(SLAVE)

Copper

LinksFiber Links

O & M PC

PWMB

GSM

PWM 2

PWM 1

Serve:

Serve:

Version: 01

Revision: 00

Effective Date::01/05/2007

TFR

FFG

ISDN-2 PRI

6196 4000

6196 5600

SDN-3 PRI &

COPPER LINES

6196 4400

6196 4800

6196 5200

………………………………………... ………………………………………………….

Prepared by: Ahmad Zhafri B. Zaini Reviewed by: Noor Aznir Nizam B.Noordin

Engineer Head of Department

Management of Telecommunication Services - iium.edu.my ict policy 3_5.pdf · r: n 3 4.0...

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