Time Warner Cable Business Class Primary Rate Interface
Transcript of Time Warner Cable Business Class Primary Rate Interface
Time Warner Cable Business Class
Primary Rate Interface
Partner Certification
© Time Warner Cable Business Class
Agenda
Time Warner Cable in the Telecom Industry
PRI Technology
TWCBC PRI Offering
Selling BC PRI
Invoicing
Installation
Key Differentiators
Resources
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Time Warner Cable in the Telecom
Industry
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TWC Company Overview
2010 annual revenue of $18.9 billion
– 6.6 percent lift over 2009 for overall TWC
– 23 percent lift over 2009 for Business Class
– 14.5M customer relationships
– 4.5M are voice (Business Class up 10% from 2009)
Second largest cable footprint
Well clustered in NY, ME, OH, WI, TX, Carolinas, and southern
California
– Major metro areas include NYC, LA, and Dallas
– More than 14 million customers
– Over 450,000 business customers
Extensive fiber-optic infrastructure within
our 31 metro markets and surrounding areas
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TWC Presence in Telecom Industry
Seventh largest U.S. phone provider
Launched residential phone May 2003
– 4.5 million total subscribers*
Launched Business Class Phone in February 2007
– 136 thousand subscribers*
Launched Business Class PRI
– September 2008 – February 2010
*accurate as of 2Q/2011
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National Reach, Local Presence
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Telephony Trunks
Primary Rate Interface
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Trunks vs. Lines
Call capacity in both cases is eight simultaneous calls
Difference
– With lines there are eight telephones with numbers
– With trunks the PBX can support many more than eight telephones
Based on calling patterns, eight trunks can support ~30 telephones
Cost for the trunk service is significantly less per telephone
(~25 percent)
TN1 TN3 TN2
TN5 TN4
TN6 TN7 TN8
8 Channels with 30 TNs
8 Lines with one TN per line
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Trunk Review
Analog
– Two-wire or four-wire local loop
– Can be used for a single PBX-to-PSTN voice circuit
DS-1 (T-1)
– Digital twisted-pair facility operating at 1.544 Mbps
– Time division multiplexed (TDM)
– Carries twenty-four 64 kbps voice channels
ISDN Primary Rate Interface (PRI)
– DS-1 with ISDN interface
– Twenty-three 64 kbps B-channels for voice and data calls
– One 64 kbps D-channel for signaling only
– Most commonly used for connection to customer PBXs
SIP trunks
– Trunks used for IP PBX connections to carrier VoIP network using SIP for call control
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T-1 and Fractional T-1
Full channelized T-1
– Digital trunk with 24 TDM channels
– Operates at 1.544 Mbps
– 64 kbps channels (bit robbing may reduce to 56 kbps)
– Competes directly with PRI service
– Reduced signaling capability compared with PRI
Fractional T-1
– Marketed under many names (e.g., flexible T-1)
– Reduced capacity T-1 service (< 24 channels)
– Can be a data or voice service
Channelized vs. unchannelized
– Individual 64 kbps channels
– One higher speed data stream (maximum 1.544 Mbps)
T-1
FT-1
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What is it?
The technologies
The customer interface
The TWC solutions
Integrated T-1 and/or Converged T-1
Voice and Data over a T-1
Channelized T-1 (e.g., 12 voice and 768 k data)
Unchannelized T-1 (packets) Burstable Voice and Data
(voice compressed)
Line Handoff Line Handoff Trunk F/T-1 Handoff Trunk F/T-1 Handoff
BCP with HSD
PRI over DOCSIS HSD
BCP with HSD
PRI over DOCSIS HSD
TWC solutions are not constrained to OLD T-1 hierarchy A lot more bang for the buck
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© Time Warner Cable Business Class
PRI over DOCSIS
Voice-only, IP-enabled service for customers who require a PRI handoff
Service configuration and delivery
– Standard PRI: 23B+D (23 B voice channels) via fiber or DOCSIS
– Fractional PRI: 8, 12, 16 voice (B) channels via DOCSIS
Standard PRI features
– Calling number/name delivery, caller ID, two-way service, DID blocks
– Service level agreement—service outage credits with service availability
objective of 99.97 percent
TWC IP
Network
PBX
TWC Network Customer Premises
TWC
IP Network
Circuit-Based
DOCSIS (HFC)
SIP Signaling
Voice Gateway PRI
Packet-Based
CMTS
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Fiber-Based PRI with Data Service
TWC IP
Network
PBX
TWC Network Customer Premises
TWC
IP Network
PRI(s) Ethernet Fiber
Distribution
Hub Voice
Gateway
Customer’s Data
Network
Dedicated Internet Access (DIA) and/or Ethernet Private Line (EPL) Ethernet Virtual Private Line (EVPL) Ethernet LAN (ELAN)
Managed
Switch
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Feature Specifics
Business Class PRI
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Internet T-Bone
Other Regions
Other Regions
TWC Regional Network
Time Warner Cable Network: Review
PSTN
TWC Metro/Divisional
Network
TWC Metro/Divisional
Network
HFC DOCSIS
Dedicated Fiber
Dedicated Fiber
HFC DOCSIS
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© Time Warner Cable Business Class
Why Business Class PRI?
Increase commercial voice revenues
Addresses needs of larger customers with more complex voice
communications requirements
Entry point for medium to large businesses seeking voice
communications solutions
– The U.S. market for these services is $87B
– Voice services are $9B of this market—a TWCBC opportunity
TWCBC PRI expands the offerings of TWC in this voice
communications market
BC Phone targets the businesses with up to 50 employees
BC PRI targets medium-sized businesses with 50–500 employees
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Business Class PRI in a Nutshell
Digital voice-only multi-channel trunk (23 B-channels + 1 D-channel)
Utilizes the latest IP technology, which operates over TWC’s wholly
owned network
Connects a PBX or Key System directly to the PSTN via TWC’s
network
Two-way trunk
Unlimited Local Calling
Switched Long Distance (usage-based)
Maximum of 4 PRIs per location
Competitive International Rates
Usage-based Operator and Directory Assistance
Direct Inward Dialing
– Native or ported
– Blocks of 20 and 100 numbers
– No vanity numbers
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Service Configuration Summary
PRI
Transport
# of PRIs/
Location
PRI**
Configurations
Data Products
Bundled w/ PRI
Fiber 1-4 PRIs 23B+D Ethernet, DIA
DOCSIS 1 PRI*
23B+D
16B+D
12B+D
8B+D
Ethernet, HSD
* Maximum of one PRI delivered over DOCSIS per customer location/node
** D-channel is always assigned to channel 24; customer can choose between NI-2, 5ESS, or
DMS100 emulation
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Business Class PRI Calling Plan
Unlimited local service
– Local calling area mirrors the LEC calling area
Usage-based domestic long distance
– Calls charged per minute
– (6-second increments, 18-second minimum)
– Separate intrastate and inter-state rates
– Some markets these are identical so just one rate
– TWCBC implements a bundled approach for
local and long distance service
– TWC PIC and LPIC/iPIC
– Always ―PIC’d‖ to TWC at sale, customer is
able to change after the installation has gone through
Competitive international rates
Usage-based operator and directory
assistance
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© Time Warner Cable Business Class
Direct Inward Dialing Service
Each station can have a directly dialed telephone number
Customers may – Request new BC PRI telephone numbers
– Port their number(s) within the same rate center
– Combination of both
– Existing BCP numbers can be ported
No local vanity numbers
Numbers obtained in blocks of 20 and/or 100 – A request for 110 numbers will be 100 + 20
– Less than 5 numbers there is no DID charge
– Maximum of 1,000 numbers/ account
PSTN
237-1231 237-1232 237-1233
Call for 237-1231
More details available in product guide
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Caller ID: ―name and number‖ (incoming call)
– Originating name and number passed to the PBX, which passes it to the
terminating line
– PBX may impose limits on this feature
Calling ―name and number‖ (outgoing call)
– Customer’s CPE provides the number of the calling party
– Lead number in the PRI group
– DID number of the originating equipment
– Any numbers not in the group assigned to the PRI are replaced with a pre-
designated TWCBC PRI number
– Caller ID Blocking available at the account level (i.e., all numbers [pending
announcement])
– Customer provides up to 15 characters related to company name
– Inappropriate or questionable names not accepted
– Only alphanumeric characters are allowed, no special
characters
– CNAM information can be set or changed at the DID level
Calling Line ID
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Call Restrictions in Detail
Inbound call restrictions
– Block third party calls
– Block collect calls
– Block both (default action)
– No blocking
Outbound call restrictions
– Block international calls
– Block 900 area code calls
– Block international and 900 area code calls
All blocking done at the account level (not per PRI or DID)
Outbound call restrictions often implemented on PBX
– No need for PRI interaction
– Easier for customer to change if need be
– Can be more granular
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Trunk Groups
Business Class PRI is configured
as PRI groups
Each account can have up to four
PRIs
– Maximum four groups per account
– Maximum four PRIs per group
– Each PRI is 23B+D
– No NFAS or backup D
– Additional PRIs on an ICB
Features assigned at the group level
– Telephone numbers (DID)
– Customers assign number blocks
to PRI groups when more than one
PRI group is ordered
– PIC and LPIC/iPIC
– Inbound/outbound call restrictions
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Dealing with More than Four PRIs
Customers who require more than four PRIs
at a service location can be supported by
installing two voice gateways
Requests addressed via ICB
The following considerations need to be taken
into account
– A PRI group cannot be split across two voice gateways
– Every DID can only be assigned to one voice gateway
– No hunting across voice gateways
The PBX must support tenant partition, which enables
preprogramming of DIDs over specific PRI groups
>4?
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A Reminder about E-911
BC PRI complies with all regulations and requirements associated
with 911/E-911 functions
Call is routed to the appropriate public safety answering point (PSAP)
An E-911 capable PSAP will automatically receive the caller’s
telephone number, address, and any additional location information
provided on the service order
All active DIDs served by the PBX will share the same location
information (i.e., the PSAP will receive the same service location
information for all DIDs served by a PBX)
– Customers are not permitted to access BC PRI service from a remote
location (e.g., a customer cannot assign BC PRI numbers from the PRI
service location to a remote location)
BC PRI is not a line-powered service
– Customer is responsible for providing UPS
– In a power outage, 911/E-911 services may not be available
– Warning stickers provided by TWC
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Considerations that Impact Solutions
PRI is a two-way voice only service
Service over DOCSIS is a single standard or fractional service
– Standard PRI: 23B+D (23 B voice channels)
– Fractional PRI: 8, 12, 16 voice (―B‖) channels
Outgoing CLID (Calling name and number)
– Customer’s CPE provides the number of
the calling party
– Lead (pilot) number in the PRI group
– DID number of the originating equipment
– Any invalid (non BC PRI) numbers are replaced with a
pre-designated number
– Call forwarding of DID number to an external number (e.g., cell number) results
in customer’s name and number appearing as Caller ID vs. original calling party
Alternate routing, disaster recovery
– Failover is manual, trouble ticket-based process available to support
service outage
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© Time Warner Cable Business Class
Comparing Service Level Agreements
AT&T Verizon Paetec XO One Communications tw telecom TWCBC
Network/ Service
Availability 99.999% 99.90% 100% N/A N/A 99.99% 99.97%
Mean Time to
Restore 3 hrs N/A N/A N/A N/A N/A N/A
Service
Interruption
Timeframe(s)
>3 hrs >45 mins >30 mins
>24 hrs
>4 hrs <8 hrs
>8 hrs <12 hrs
>12 hrs <16 hrs
>16 hrs <24 hrs
>4 hrs
>48 hrs
>5 mins <4 hrs
>4 hrs <8 hrs
>8 <12
>12 <16
>16 <24
>24 hrs
>1 hr
>24 hrs
Credits
(based on MRC) 1/30 1/30
1/30
1/15
1/120
1/90
1/60
1/30
1/30
100%
5%
10%
15%
20%
35%
50%
1/30
1/10
Mechanism for
Receiving Credit
Customer-
Initiated Customer-Initiated
Customer
-Initiated
Customer-
Initiated Customer-Initiated
Customer-
Initiated
Customer-
Initiated
Source
T-1
Shopper's
T-1 SLA
Comparison
Matrix
Verizon Business
Voice over IP SLA.
SLA also includes
credits for missing
jitter, latency,
packet delivery,
and MOS
thresholds.
Paetec
SLA
CA Tariff (XO
does not offer
SLA for PRI
service)
OneCommunications
SLA for ISDN PRI
tw telecom
Traditional
Voice Services
SLA
TWCBC
PRI SLA
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Business Class Toll-Free Service
A value-added service
Ported or new numbers
– All point-to-numbers (a.k.a. ring-to-number) must be TWC BCP or
TWC PRI telephone numbers
Two service options
– Basic Toll-Free
– Enhanced Toll-Free
Vanity numbers
National Toll-Free Directory listing
Online Account Detail
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Remote Call Forwarding (RCF)
PSTN
802-434-5555
I’m calling 802-655-
0940
434 Exchange
655 Exchange
802-655-0940 points to
802-434-5555
*Outbound calls come from
802-434-5555.
© Time Warner Cable Business Class
TWC Remote Call Forwarding Support
A virtual number (no physical location)
Calls forwarded to a BC PRI number or a BCP number
RCF number and ―forward to‖ number must be supported by the same billing system (currently same TWC market)
Used for
– Porting customers in different rate centers
– Porting customers with existing RCF
– Customers who move across rate centers
– Customers who want appearance of a local presence
Supports multiple simultaneous calls
Maximum of 10 RCF numbers per account
– ICB available upon request
MRC only, no usage charges
– MRC may be waived if used for porting
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Selling Business Class PRI
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© Time Warner Cable Business Class
BC PRI Product Differentiators
TWCBC name recognition
Reliable fiber delivery
Complete business communication solutions from single provider
―Last Mile‖ independence from local phone company
No Federal Subscriber Line Charge (or End User Common Line
Charge)
Local dedicated support
Easy transition to VoIP
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© Time Warner Cable Business Class
Sales Rules of Engagement
Sold only to moderate volume users
– No call centers
Porting within same rate center only
PRI will be used for voice only service
No more than
– 4 PRIs over fiber per location
– 1 PRI over DOCSIS per location
Credit check is required
Minimum 1 year term commitment required
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Invoicing
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© Time Warner Cable Business Class 35
Sample Invoice
© Time Warner Cable Business Class 36
Web-Based Call Detail and Reports
Online account detail
– Web-based portal
– Four months (plus current) on-demand
call detail history
– Print-friendly and CSV export
On-demand analysis reports
– Top ten highest costs
– Day-of-week LD usage summary
– Time-of-day LD usage summary
Installation
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© Time Warner Cable Business Class
Installation Expectations
TWCBC will install and maintain
– Voice gateway
– Managed switch
– Network interface device
Installation timeline (excluding network construction)
– Native: 30 days
– Ported or combination of ported and native: 45 days
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Gateway Hardware
Voice gateway that connects to a cable modem/Ethernet switch
The voice gateway equipment requires 120 volt AC power
at about 2–3 amps
Voice gateway model may vary (number of ports)
Cisco Model # of Ports Supported
IAD 2431-16FXS 1
IAD 2431-1T1E1 2
ISR 2821 e/w 2 ea 2MFT-T1 4
[Note: 2821 4-port
VGW will be replaced
by 2921 in December.] 39
Key Differentiators
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© Time Warner Cable Business Class
TWC Telcos
Fiber-Optics
One Source for All Telecommunication Needs
Business Class 24x7 Customer Support
Facilities-Based Provider -
TWC Owned Infrastructure
Largely Legacy Copper
One Source for All Telecommunication Needs
Business Class 24x7 Customer Support
Lease Local Loops from Other Carriers*
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Standard Taxes and Fees -
No SLC Charges
(pass-thru only) Additional Charges and Fees
*CLECs Only
Differentiation Against Other Providers
© Time Warner Cable Business Class
1 BC PRI uses the latest IP technology, which operates over TWC’s wholly owned network.
2 TWCBC products are backed by locally based support staff, technicians, and engineers.
3 TWC’s HFC network built from Fiber-Optics minimizes signal loss, which increases call quality.
4
Simplified billing will save your customer time and money.
5 TWCBC PRI will work with your customer’s current
PRI-compatible phone equipment.
Why Sell TWCBC ?
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© Time Warner Cable Business Class
Customer Testimonial
Oncenter Complex - Syracuse, NY
– A nonprofit meeting and convention facility
– Draws 850,000 people each year
– Operates 24/7
Eric Schuster, VP of Operations:
―I know I can pick up the phone or send an email to TWCBC and the
response is immediate. They are able to handle any situation and that
is very comforting for me.‖
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Customer Testimonial
Paul Smith’s College - Upstate New York
– 950 students and 200 staff members
– Year-round classes and scheduling
– Rural area with unreliable communications infrastructure from local
providers
Ken Whitelaw, Director of IT:
―Thanks to TWCBC, we now have a telephone service that facilitates
quick and reliable communication with students and their families,‖
Whitelaw observed. ―Without a doubt, Business Class PRI is
essential to our success. And the cost savings are really significant.‖
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Resources
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Sales and Training Resources
TWCBC Partner Portal: www.twcbc.com/partnerportal
– Sample invoice
– Product collateral (co-branding available)
Contact [email protected] for access
© Time Warner Cable Business Class 47
Question and Answer
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Contacts
Brian Snortheim: Director of Marketing, Alternate Channels
– Email: [email protected]
– Phone: (919) 573-7247
Greg Iuzzolino: Director of Sales, Alternate Channels
– Email: [email protected]
– Phone: (973) 933-2448