Presentation Slides

albedo QspeeQ pivetal

Advanced Management for IP-Voice and IP-Media Services & Infrastructure

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Summary Agenda

Pivetal

Objectives – Managing VoIP

Solution Architecture in Overview

QspeeQ Network Operations Centre

QspeeQ Advanced Diagnostics

QspeeQ Customer Web Portal

Reporting Tools

Conclusion

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Pivetal – Our Business in Overview

We provide advanced true automation systems • Comprehensive telecom and IT operational management• Specialised business automation consultancy

Cortex Product – Extreme Automation Solution• Full operational automation of networks, systems and IT

services• Rapid implementation framework

QspeeQ Product – IP Voice Quality Management• Correlated view of all VoIP and Multimedia activity• Voice Quality and SLA management

Easy-to-use tools; innovative engineers; focused consulting

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Automated fault managementPerformance managementVoIP/IM quality managementTDM signalling probes

VoIP quality and SLA managementVoIP performance managementCustomer service activation portalService availability monitoringService impact analysis

Automated fault managementPerformance management“Lights Out” service managementCarrier VoIP Quality Management

Automation for Standard Operations

Automated fault managementPerformance management

Pivetal – Customer Headlines

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Objectives for managing IP Services

To pro-actively manage the integrity of voice services across the network:

• Quality of VoIP media delivery

• Reporting Quality of Service against sites

• Real time alerts in response to incidents

• Investigation and speedy resolution of incidents

• Measure and pro-actively manage Service Level Agreements

• Improved customer service & experience

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Definition of Terms

VQM Voice Quality Metrics

Very general term: Covers all QoS metrics derived from measurement of real-time RTP voice packets per voice call

R R-Factor (Listening and Conversational Quality R factors: R-LQ, R-CQ)

Transmission Rating or R is an objective metric indicating the overall quality of narrow-band conversational voice. R is the main output variable of the ITU E-Model (Rec. G.107).

MOS Mean Opinion Score (Listening and Conversational Quality MOS scores: MOS-LQ, MOS-CQ)

MOS is a direct subjective measure of user perception of voice quality and is thus a direct measure of user Quality of Experience (QoE). The algorithm used is based on the ITU E Model and uses real time measures of objective performance parameters. A quality score for caller conversational or listening experience from 5 to 1.

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VoIP Quality Management

Factors to consider• Multi technology infrastructure for voice transits:

IP networks Analogue factors (E.g. handsets) TDM networks, WiFi, mobile Transcoding at hand over points

• Voice over IP networks: Foundation of network design is for secure data transfer Requirements for good quality voice is based on real time

performance Quality impairments on networks can have many transient root

causes: Bandwidth exhaust Lost packets Delays in data transfer Round trip delays

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VoIP Management Strategy

Segregate IP performance from other influences

Monitor & Manage IP performance

• Most prone infrastructure to fleeting/transient impairments

• Data networks can be 100% healthy but unusable for VoIP

• Should be network/estate wide to be useful

• Metrics must reflect real time issues:

Conversational Voice metrics (R rating) obtained from the Telchemy Algorithm and converted to Mean Opinion Scores (MOS) are a good option

Alerts based on thresholds ranging from global averages, site averages or even on a per call basis

With IP performance a known this:

• Enables immediate identification and rapid resolution of IP impairments

• Deterministic identification of impairments which are not IP based (I.e. analogue, transcoding etc)

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QspeeQ Solution Architecture

IP-VPN QoSNETWORK

CS2K

MGW

Soft-Soft-SwitchSwitch

Gateways, Border Controllers

IP PHONESITE 2

IP PHONESITE 1

PSTN

POTS

DIGITAL PHONE

PBXIP PHONESITE 3

SoftPhoneClients

QspeeQ

DB

System Core(Analysis)

Reports- - - - - -- - - - - -- - - - - -

E Mailed Reports

Web Published &Ad-hoc Reports

Reporting Sub-system

QspeeQNOC

OperatorDashboards

ClientPortal

Monitoring Sub-system

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QspeeQ Solution Architecture

IP-VPN QoSNETWORK

CS2K

MGW

Soft-Soft-SwitchSwitch

Gateway, Border Controllers

IP PHONESITE 2

IP PHONESITE 1

PSTN

POTS

DIGITAL PHONE

PBXIP PHONESITE 3

SoftPhoneClients

QspeeQ

DBReports- - - - - -- - - - - -- - - - - -

E Mailed Reports

Web Published &Ad-hoc Reports

QspeeQNOC

OperatorDashboards

ClientPortal

Data Feed Key

Signalling feeds2)

EP - VQM Data feeds3)

VQM DataVQM DataRTCP-XRRTCP-XRor SSHor SSH

EP VoIP QoS Agent

SBC or Probe - VQM data4)

QspeeQ QspeeQ ProbeProbe

SBC SBC

QspeeQ QspeeQ Probe Probe

(on-net traffic)

(off-net traffic)

Measurement

AMA/IPDR feeds1)

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QspeeQ NOC – The Integrated Dashboard

Subscriber navigation and

at-a-glance alarm status view icons

Subscriber and Customer

aware ConfigurableMetrics view

Node-sensitive Service

Component andTime window

navigator

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QspeeQ Summary View Examples

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Call History Search – per call

A real-time drill-down into each call

• Provides call detail as soon as received by QspeeQ

Viewing of:

• All setup and teardown signalling

• Details per signalling transaction

Vital for:

• Service quality (e.g. PDD)

• Network troubleshooting

• Signalling troubleshooting

• User call histories

Node

Search Criteria

Search Results

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1

2 3

Call History Search – details per call

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Call History Drilldown – per call

Node

Period

Metric

Day by day bar graphRed bar indicates selected day

Hour by Hour bar graphRed bar indicates selected hour

15 minute period bar graphsRed bar indicates selected period

Sub-tab option

Calls in selected 15 minute period

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QspeeQ Alert, Events and Alarms

Alarm on any collected metric

Types:

• Calls

• Synthetic calls

• Availability

• Real time

• SLA

• Reachability

Integrated with Cortex

• Cortex GUI alert scroller

• Cortex advanced diagnostic and corrective rules

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QspeeQ SLA Management

Advanced SLA definition tools

SLA breech alerts Example:

• QoS MOS SLA SLO1: 99.5% > 3.9 SLO2: 98.0% > 3.7

SLA Concept/Term Legal Wording Example

Metric Breach “… the aggregate value over the SLA period may not fall outside the limit value, x …”

Cumulative Breech “… the cumulative times when the value is in breach may not exceed may not exceed x% of the SLA period …”

Breeches Count “… up to x breaches in the SLA period are allowed, whereafter each additional breach will incur penalties …”

Maximum Breech Count

“… up to x breaches in the SLA period are allowed. Any single breach beyond this will cause penalties to arise …”

Single Breech Length “… no single breach may last for longer than x duration. Any one occurrence of a longer single breach event causes penalties to arise …”

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QspeeQ Advanced Analytics

IP-VPN QoSNETWORK

CS2KSoft-Soft-

SwitchSwitch

IP PHONESITE 2

IP PHONESITE 1

PSTN

IP PHONESITE 3

OperatorDashboards





Diagnostics Trigger Event

Step 1: Data Analysis Identify specific calls contributing to the alert Analyse contributing calls to identify:

• Caller and End Point statistics: Common sets or patterns

• Call characteristics: Distribution over time Duration Root causes of degradation

• Routes/trunks used

• Signalling and media devices involved (Optional) Any SNMP traps issued during the period Where appropriate query device performance statistics

Present Diagnostic Report

Step 2: Network Diagnostic Tools Extract routes to be tested from data analysis Identify Source and End host devices for each Execute TraceRoute requests Historise results - present report

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QspeeQ Advanced Analytics

Key additional points to note:

• Flexible implementation –

Platform independent using QspeeQ probes or

Third-party devices where available (E.g. CS1K, HP NNM etc.)

• Pro-active traces between nominated end points can be executed on a scheduled basis

• On demand ping and trace route analyses can be requested

• Results are stored as a separate ‘class’ of call

• Each hop can be modelled as a media leg with delay metrics

• Diagnostics can be easily extended to include information available from other sources (DB’s, Network Devices etc)

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Customer Portal

Customisable views per customer

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Reporting Tools

Ad-hoc real time report collection via web• Can be internal or customer-facing• Secure user login to access reports• Immediate query and display of historised data

Report Builder Tools• Report builder environment using Crystal Reports• Any common report formats – doc, pdf, xls, html etc.

Report Creation and Distribution Management• Integrated interface to specify report generation time, date,

frequency• New reports can be automatically mailed, printed, copied to

web servers etc.

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QspeeQ – One Page Summary

Robust Toolset for Next-Generation Management of IP-Voice and Services

A fully joined-up view of IP-Voice

• Capture of VQM data generated by IP-Phones, SoftPhones and Media Gateways if available

• Integrated probe generation of VQM data for handsets or systems where required

• Correlation of VQM data with actual calls using signalling &/or AMA data

• Advanced analysis tools down to call flow diagrams for a specific call (Where signalling is available)

• Comprehensive SLA monitoring, management and reporting

• A flexible web-based interface with client-centric views and real-time data aggregation

• A powerful in-built reporting environment

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The Business Proposition

Speed and Agility… taking seconds to do what currently takes minutes or hours

Global Control…a single point of contact and control for operational management

Reducing Costs:…allowing lower-skilled users to perform complex tasks

Reducing Complexity…we hide it away by automating it and integrating multiple systems

Preventing Errors…by fully managing multi-system interactions

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Pivetal as a Safe Choice

C&W chose us in preference to HP and Ericsson

…to deliver closed-loop network management automation

BT chose us (twice) in preference to IBM/Tivoli

…to deliver advanced VoIP management automation

Nortel chose us as their global partner

…for managed services advanced carrier VoIP quality management

You get highly agile project delivery – faster, focused, value for money.

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Concluding Summary

We provide superior automation at a fraction

of the cost of other vendors in a fraction of the time

We’re experts in Telecom and IT management automation

• We provide agile, lightweight fit-for-purpose automation solutions

• Our solutions significantly reduced the size and cost-base of C&W’s NOC team

• Our systems permit BT’s own customers to configure their managed services

• If you need a new automated management process, you’re only a day away from having it

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What our Clients think…(1)

Peter [17:09] : The quality of Pivetals work is excellent – the best we've ever tested against, I really don't see any big issues

Phil [17:10] : That's good to know. Can I quote you on that?

Peter [17:11] : Yes. The last piece of software we tested - written by Hewlett Packard had over 400 defects in it!

From BT Global Services (unedited, March 20, 2008):

From BT Global Services (unedited, May 21, 2009):

“One of [the] BT people on the Web Portal project had a “call” from the head of the entire [customer*] account in Global Services.

Apparently he mentioned the [Pivetal] IP Web Portal by name and said that it was very successful and key to the ongoing initiative!”

* Customer with 1,600 sites and 170,000 VoIP handsets

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9 Very good at delivery and comms 9Reactive response to requests with

costs and clarification of requirements.

9Accommodates change, very pro-

active in eliminating vague and poorly defined specs

9Pro-active communication model 24x7

to support operations.

9 3rd Party Relationship 9

Continuous Daily/Weekly and Monthly sessions to manage support

8 issues raised, all closed (2 critical)

9 Project and Transition 9 Project general

6Project-related tweaks,

to prepare for Phase 36

Roadmap - visible, needs aligning strategically to economic

conditions

Excellent

(9)

Good

(6)

Poor

(3)

Unacceptable

(1)

Pivetal Quarterly Scorecard from C&W – June 20 2009:

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“Grace [the Nortel Project Manager] phoned today to say that she has closed down the DFO project …

Grace was very complimentary about Pivetal and the DFO project and will certainly recommend us …”

From Nortel Networks, UK (July 6 2009):

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