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CDMA International Voice Roaming Checklist

CDG Document 118

Version 0.31 (DRAFT)

16 Jun 2005

CDMA Development Group575 Anton Boulevard, Suite 560Costa Mesa, California 92626PHONE +1 888 800-CDMA

+1 714 545-5211FAX +1 714 545-4601

http://[email protected]

NoticeEach CDG member acknowledges that CDG does not review the disclosures or contributions of any CDG member nor does CDG verify the status of the ownership of any of the intellectual property rights associated with any such disclosures or contributions. Accordingly, each CDG member should consider all disclosures and contributions as being made solely on an as-is basis. If any CDG member makes any use of any disclosure or contribution, then such use is at such CDG member's sole risk. Each CDG member agrees that CDG shall not be liable to any person or entity (including any CDG member) arising out of any use of

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mailto:[email protected]

http://www.cdg.org/

CDMA International Voice Roaming Checklist Contents

any disclosure or contribution, including any liability arising out of infringement of intellectual property rights.

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Contents

1. Introduction............................................................................................................................... 1

1.1 Scope of this Document....................................................................................................1

1.2 Target Audience................................................................................................................1

1.3 Purpose of this Document.................................................................................................1

1.4 Using the Checklist............................................................................................................1

1.5 Reference Information.......................................................................................................2

2. Checklist.................................................................................................................................... 7

2.1 Launching the Business....................................................................................................7

2.1.1 Business Plan.....................................................................................................7

2.1.2 Organization.......................................................................................................7

2.1.3 Baseline Procedures...........................................................................................7

2.1.4 Provisioning Information.....................................................................................8

2.1.5 Home Network Information.................................................................................8

2.2 Launching a New Partner/Region......................................................................................9

2.2.1 Launch Planning.................................................................................................9

2.2.2 Roaming Partner.................................................................................................9

2.2.3 Preferred Roaming List.......................................................................................9

2.2.4 Interoperability Issues.......................................................................................10

2.2.5 Home Provisioning............................................................................................10

2.2.6 Partner Provisioning.........................................................................................10

2.2.7 Testing..............................................................................................................10

2.2.8 Market Launch..................................................................................................10

2.3 Sustaining Launched Partners/Regions..........................................................................11

2.3.1 Update Information with Partners.....................................................................11

2.3.2 Review Business using Current Data...............................................................11

2.3.3 Quality Assurance Testing................................................................................11

Checklist Supplement.................................................................................................................13

2.1 Launching the Business..................................................................................................13

2.1.1 Business Plan...................................................................................................13

2.1.2 Organization.....................................................................................................14

2.1.3 Baseline Procedures.........................................................................................15

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2.1.4 Provisioning Information...................................................................................18

2.1.5 Home Network Information...............................................................................20

2.2 Launching a New Partner/Region....................................................................................22

2.2.1 Launch Planning...............................................................................................22

2.2.2 Roaming Partner...............................................................................................22

2.2.3 Preferred Roaming List.....................................................................................24

2.2.4 Interoperability Issues.......................................................................................25

2.2.5 Home Provisioning............................................................................................27

2.2.6 Partner Provisioning.........................................................................................27

2.2.7 Testing..............................................................................................................27

2.2.8 Market Launch..................................................................................................27

2.3 Sustaining Launched Partners/Regions..........................................................................27

2.3.1 Update Information with Partners.....................................................................27

2.3.2 Review Business using Current Data...............................................................27

2.3.3 Quality Assurance Testing................................................................................27

Figures

Figure 1-1: Using the Checklist Supplement with the Checklist...................................................2Figure 2-1: Functional Areas in a Roaming Business................................................................14Figure 2-2: CIBER Record Flow through Data Clearinghouses.................................................16Figure 2-3: Role of the Roaming Service Provider (RSP)..........................................................27

Tables

Table 1-1: Roaming Industry Organizations................................................................................2Table 1-2: Relevant Standards/Specifications.............................................................................3Table 1-3: Voice Roaming Service Providers..............................................................................4Table 1-4: Links to Additional Information....................................................................................4Table 1-5: Acronyms and Abbreviations......................................................................................4

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Revision History

Date Version Description

May 31, 2005 DRAFT.019 Initial creation

June 09, 2005 DRAFT.027 Document restructured into checklist + supplement

Integrated 1st review comments from June 2nd

June 16, 2005 DRAFT.031 Integrated 2nd review comments from June 14th

Added additional information on fraud

Open issues:

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1. Introduction

1.1 Scope of this Document

This document specifically addresses international voice roaming services between CDMA carriers. For the purposes of this document, roaming shall be interpreted as the ability of CDMA wireless customers to seamlessly receive services while not in their home country.

1.2 Target Audience

The target audience for this document includes the following:

CDMA carriers that want to establish an international voice roaming business

CDMA international roaming carriers that want to expand their business with new roaming partners and regions

1.3 Purpose of this Document

The purpose of this document is to provide CDMA carriers with a checklist of tasks that must be addressed when implementing international voice roaming services. This checklist is intended to be a practical tool that can be used by carriers of various levels of experience with international voice roaming. In addition, the introduction section of this document includes several tables of useful reference information.

6.1 Using the Checklist

The checklist is presented in the 7. Checklist section of this document. Each task in the checklist is numbered and briefly described. A checkbox is provided for each task so that carriers using the checklist can systematically indicate completion of each task.

Following the checklist is a Checklist Supplement section that provides additional information on each checklist task. Each subsection in the checklist supplement corresponds directly with a numbered item on the checklist. Use of this format allows the checklist to remain succinct for ease of use/reuse while providing carriers with the ability to obtain additional detail as needed. The relationship between the checklist and the checklist supplement is illustrated below.

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Figure 1-1: Using the Checklist Supplement with the Checklist

6.2 Reference Information

Table 1-1: Roaming Industry Organizations

Organization Description

3GPP2 3G Partnership Project 2www.3gpp2.org

CDG

CDG IRT

CDMA Development Groupwww.cdg.org

CDG International Roaming Team www.cdg.org/cdg/teams/international.asp

CIBERNET CIBERNET Corporationhttp://www.cibernet.com/ProductDescription/SIDBID.htm Responsible for CIBER and allocation of BID & SID

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2. Checklist

Checklist Supplement

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http://www.cibernet.com/ProductDescription/SIDBID.htm

http://www.cdg.org/cdg/teams/international.asp

http://www.cdg.org/

http://www.3gpp2.org/


Organization Description

CFCA Communications Fraud Control Associationwww.cfca.org/

IFAST International Forum on ANSI-41 Standards Technologywww.ifast.org Responsible for allocation of IRM

ITU International Telecommunications Unionhttp://www.itu.int/home/index.html Responsible for allocation of MNC

TIA Telecommunications Industry Associationhttp://www.tiaonline.org/ Responsible for ANSI-41 and allocation of ESN & MEID

Table 1-2: Relevant Standards/Specifications

Ref Standard Description

1.CDG Document #44

CDMA International Roaming Agreementwww.cdg.org/members_only/refdocs/ref44.zip

2.CDG Document #50

Interface Specificationwww.cdg.org/members_only/refdocs/ref50.zip

3.CDG Document #52

IS-41 Interworking Test Specificationwww.cdg.org/members_only/refdocs/ref52.zip

4.CDG Document #59

Billing Specificationwww.cdg.org/members_only/refdocs/ref59.zip

5.CDG Document #81

CDMA International Roaming Technical Data Sheetswww.cdg.org/members_only/refdocs/81.zip

6.CDG Document #86

PRL Enhancements for International Roamingwww.cdg.org/members_only/refdocs/ref86.zip

7.CDG Document #119

CDMA International Voice Roaming Process Guide

8.CDG Document #120

CDMA International Voice Roaming Partner Qualification Form

9.TIA-41-D3GPP2 N.S0005-0

Cellular Radiotelecommunications Intersystem Operationswww.3gpp2.org/Public_html/specs/N.S0005-0_v1.0.pdf

10.TIA-683-C3GPP2 C.S0016-B

Over the Air Service Provisioning of Mobile Stations in Spread Spectrum Systems www.3gpp2.org/Public_html/specs/C.S0016-B_v1.0.pdf


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http://www.3gpp2.org/Public_html/specs/C.S0016-B_v1.0.pdf

http://www.3gpp2.org/Public_html/specs/C.S0016-B_v1.0.pdf

http://www.3gpp2.org/Public_html/specs/N.S0005-0_v1.0.pdf


http://www.cdg.org/members_only/refdocs/ref86.zip

http://www.cdg.org/members_only/refdocs/81.zip





http://www.tiaonline.org/

http://www.itu.int/home/index.html

http://www.ifast.org/

http://www.cfca.org/


Ref Standard Description

11.TIA IS-8073GPP2 N.S0016-0

TIA/EIA-41-D Internationalizationwww.3gpp2.org/Public_html/specs/N.S0016-0_v1.0.pdf

12.ITU-T E.212

International Identification Plan for Mobile Terminals and Mobile Userswww.itu.int/ITU-T/worksem/ip-telecoms/e164/e212.doc

Table 1-3: Voice Roaming Service Providers

Company Details

Syniverse www.verisign.com

Verisign www.syniverse.com

Table 1-4: Links to Additional Information

Resource Details

CDG reference documents www.cdg.org/members_only/ref_doc.asp

3GPP2 cross reference of specifications

Includes downloadable TIA standardswww.3gpp2.org/Public_html/specs/index.cfm

CDG roaming project www.cdg.org/technology/roaming.asp

IFAST document:International Roaming Guide

Covers issues associated with international roaming using an ANSI-41 networkwww.cdg.org www.ifast.org/Projects/Project11.htm

IFAST project:International TLDN

www.ifast.org/Projects/Project5.htm

IFAST SID information www.ifast.org/SID.htm

MBI Administration Guidelines www.mbiadmin.com/guidelines.jsp

QUALCOMM Whitepaper:Roaming with CDMA

Provides an overview of CDMA roamingContact: [email protected]

Table 1-5: Acronyms and Abbreviations

Acronym / Abbreviation Description

AuC Authentication Center

ARP Authorized Receipt Point

BID Billing Identifier


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mailto:[email protected]

http://www.mbiadmin.com/guidelines.jsp

http://www.ifast.org/SID.htm

http://www.ifast.org/Projects/Project5.htm

http://www.ifast.org/Projects/Project11.htm

http://www.cdg.org/

http://www.cdg.org/technology/roaming.asp

http://www.3gpp2.org/Public_html/specs/index.cfm

http://www.cdg.org/members_only/ref_doc.asp

http://www.syniverse.com/

http://www.verisign.com/

http://www.itu.int/ITU-T/worksem/ip-telecoms/e164/e212.doc

http://www.itu.int/ITU-T/worksem/ip-telecoms/e164/e212.doc





CDMA Code Division Multiple Access

CDR Call Detail Record

CIBER Cellular Inter-carrier Billing Exchange Record

ESN Electronic Serial Number

ESPM Extended System Parameter Message

HLR Home Location Register

IMEI International Mobile Equipment Identifier

IMSI International Mobile Subscriber Identifier

IMSI_11_12 11th and 12th digits of IMSI

IRM International Roaming MIN

MBI MIN Block Identities

MCC Mobile Country Code

MIN Mobile Identification Number

MNC Mobile Network Code

MS Mobile Station

MSC Mobile Switching Center

MSCID Mobile Switching Center Identifier

MSID Mobile Station Identifier

MSIN Mobile Subscriber Identification Number

NANP North American Numbering Plan

NID Network Identification

OTAPA Over the Air Parameter Administration

OTASP Over the Air Service Provisioning

PARC Pan-American Roaming Consortium

PRL Preferred Roaming List

PSTN Public Switched Telephone Network

RSP Roaming Service Provider

SID System Identification

SMS Short Message Service

SS7 Signaling System #7


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SSD Shared Secret Data

TAP Transferred Account Procedure

TDS Technical Data Sheet

TLDN Temporary Local Directory Number

VLR Visitor Location Register


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7. Checklist

2.1 Launching the Business

Steps required for the carrier to implement and organizational support an international voice roaming business. This phase may be skipped by carriers that currently provide international voice roaming service with at least one roaming partner:

7.1.1 Business Plan

7.1.1.1 Identify target customers and needs

7.1.1.2 Determine baseline features that should be consistently supported by all roaming partners and regions

7.1.1.3 Determine and prioritize target coverage regions

7.1.1.4 Establish guidelines for setting retail billing rates

7.1.2 Organization

7.1.2.1 Define roaming organization and responsible parties for each functional area

7.1.2.2 Setup roaming information database

7.1.3 Baseline Procedures

7.1.3.1 Define inter-carrier billing strategy

7.1.3.2 Select a data clearinghouse if planning to use one

7.1.3.3 Select a financial clearinghouse if planning to use one

7.1.3.4 Define customer care procedures

7.1.3.5 Define fraud prevention and management strategy


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7.1.4 Provisioning Information

7.1.4.1 Define procedures to ensure compatible provisioning of home and partner networks and handsets

7.1.4.2 Allocate international TLDNs required to support inbound roamers and provision these in your home MSC

7.1.4.3 Acquire IRMs for potential outbound roamers from IFAST

7.1.4.4 Validate SIDs and BIDs for your coverage areas to prevent avoid conflicts

7.1.5 Home Network Information

7.1.5.1 Identify band classes, channels, and vocoders used in home network

7.1.5.2 Identify MCC and IMSI_11_12 being transmitted by home network

7.1.5.3 Identify the frequency at which SIDs will be added or deleted in the home network

7.1.5.4 Identify the mapping software and frequency at which maps are updated in the home network

7.1.5.5 Identify the type and software versions of MSC/VLR and HLR/AuC network elements in the home network

7.1.5.6 Identify the SS7 network interconnection provider and versions of SS7 and ANSI-41 used by the home network

7.1.5.7 Identify the call features supported in the home network

7.1.5.8 Identify home network dialing plan information

7.1.5.9 Compile home network information into a TDS that can be shared with roaming partners


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7.2 Launching a New Partner/Region

Steps involved in successfully launching international voice roaming service with a roaming partner. This phase occurs with the launch of each new roaming partner:

7.2.1 Launch Planning

7.2.1.1 Identify the manager responsible for successfully launching target region

7.2.1.2 Determine need dates for rolling out service in target region

7.2.1.3 Define feature set to be supported in target region and whether it differs from baseline features identified in pre-launch

7.2.1.4 Determine retail pricing strategy for outbound roaming customers

7.2.2 Roaming Partner

7.2.2.1 Identify potential roaming partners that serve the target region with compatible technology/band services

7.2.2.2 Use partner qualification form with each potential partner to determine which one best meets your business goals

7.2.2.3 Agree upon pricing with roaming partner

7.2.2.4 Agree upon method and frequency of exchanging wholesale bills with roaming partner. If using different data clearinghouses, ensure they interoperate.

7.2.2.5 Agree upon method and frequency of settling wholesale bills with roaming partner. If using different financial clearinghouses, ensure they interoperate.

7.2.2.6 Establish roaming agreement with selected partner that explicitly specifies all terms and conditions

7.2.2.7 Exchange Technical Data Sheets (TDSs) with roaming partner

7.2.3 Preferred Roaming List

7.2.3.1 Provision partner system information (e.g. SID/NID, MCC/IMSI_11_12, and system/frequency data) required in PRL for network acquisition by a handset

7.2.3.2 Create a PRL or enhanced PRL with system selection preferences for your virtual roaming network using home and partner network system information

7.2.3.3 Verify partner has provisioned your system information in their network

7.2.3.4 Validate PRLs with test handsets in each network


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7.2.4 Interoperability Issues

7.2.4.1 Identify dialing plan and feature activation compatibility issues between home and target regions and the strategy to solve these issues

7.2.4.2 Identify SS7 and ANS-41 network compatibility issues associated with interconnecting home and partner networks

7.2.4.3 Select the most appropriate network interconnection method and determine strategy to overcome any SS7 or ANSI-41 protocol conversion issues.

7.2.5 Home Provisioning

7.2.5.1 Provision partner MSCIDs and point codes of partner MSC/VLR and HLR/AuC nodes in either your home network or RSP

7.2.5.2 Provision line MBIs of potential inbound roamers from roaming partner in your home MSC

7.2.5.3 Provision TLDNs from roaming partner in your home MSC and ensure that they are routable

7.2.6 Partner Provisioning

7.2.6.1 Verify partner has provisioned your MSCIDs and point codes of your MSC/VLR and HLR/AuC nodes in their network or RSP

7.2.6.2 Verify partner has provisioned your outbound roamer MBIs in their MSCs

7.2.6.3 Verify partner has provisioned your TLDNs in their MSCs

7.2.7 Testing

7.2.7.1 Verify network interconnection and protocol conversion

7.2.7.2 Develop end-to-end functional test plan

7.2.7.3 Develop end-to-end billing test plan

7.2.7.4 Execute end-to-end functional test plan

7.2.7.5 Execute end-to-end billing test plan

7.2.8 Market Launch

7.2.8.1 Verify readiness of internal groups to support the new launch

7.2.8.2 Update outbound roamer handsets with new PRL

7.2.8.3 Inform target customers of roaming service availability in newly launched area


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7.3 Sustaining Launched Partners/Regions

Steps required for the carrier to ensure continued success of an international voice roaming business. This phase applies on an on-going basis to all roaming partners and markets that have been launched:

7.3.1 Update Information with Partners

7.3.1.1 Periodically update coverage maps with each roaming partner

7.3.1.2 Periodically exchange updated TDS information with each roaming partner, identify changes, and update provisioning accordingly

7.3.2 Review Business using Current Data

7.3.2.1 Periodically review usage patterns and coverage regions to determine if adjustments are required

7.3.2.2 Periodically review customer care trends and address them as needed

7.3.2.3 Periodically perform profitability analysis to determine if adjustment to costs or pricing are required

7.3.3 Quality Assurance Testing

7.3.3.1 Perform periodic functional testing and address issues

7.3.3.2 Perform periodic audit testing and address issues


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Checklist Supplement

1.1 Launching the Business7.3.4 Business Plan

7.3.4.1 Customers and needs

To determine features, regions, and priorities, the business plan must first identify the target customer segment that is most likely to use international voice roaming services and answer questions such as the following:

Will the majority of roamers be customers from other regions roaming into your network (i.e. inbound roamers) or your home network customers roaming into other regions (i.e. outbound roamers)?

Are your roamers primarily residential or business users?

Which regions have the highest demand for international roaming service?

Which features would roamers be most likely to use while roaming?

7.3.4.2 Common features

Not all international voice roaming partners will be able to support the same set of features. For example, carrier AAA may offer call waiting indicator as a standard feature and wish to provide a seamless roaming experience by ensuring that its customers continue to receive this feature when roaming. However, carrier BBB may be unable to support this feature for inbound roamers into its network.

If feature consistency when roaming is an important part of a carrier’s marketing strategy, a set of common features that will be supported in all roaming markets should be identified. This set of common features can be used as one of many factors when qualifying potential roaming partners. It is feasible that in certain markets, a carrier may still choose to select a roaming partner that does not support all of the common features desired. However, by using the common feature list as part of the qualification process, the choice not to support a common feature in this market is made knowingly rather than discovered later.

7.3.4.3 Coverage regions

The choice of regions in which to provide international voice roaming service will be based on marketing research of target customers and forecasted usage. Likewise, these targeted coverage regions should be prioritized to meet the carrier’s business goals (e.g. building network breadth, supporting high revenue market niches, etc…) and rolled out accordingly.


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7.3.4.4 Retail billing rates

Because wholesale billing rates often differ between different roaming partners, carriers may decide to vary retail pricing by region accordingly. If billing simplicity for customers is an important part of a carrier’s international voice roaming marketing strategy, defining retail billing guidelines at the start of the roaming business may be helpful in preventing retail pricing plans from becoming overly complicated or intimidating for potential roaming customers.

7.3.5 Organization

7.3.5.1 Roaming organization

A voice roaming business will touch essentially all functional areas of a carrier’s organization. Up-front structuring of organizational roles and responsibilities to address the technical and business issues involved with providing international voice roaming services will maximize customer experience and reduce carrier support burden. The following diagram illustrates one view of functional areas within a voice roaming business:

MarketingStrategy

Revenue Assurance

& Billing

Settlements

TroubleResolution

Pricing

Sales Support& Training

PreferredRoaming List Mapping

CustomerCare

Agreements

QualityAssurance

Network

FraudManagement

Finance

RoamingManager

Figure 2-2: Functional Areas in a Roaming Business

More in-depth information regarding carrier organization and processes is provided in the CDG Roaming Preparation Guide (CDG Document #119).

7.3.5.2 Roaming information database

Creation (and continual update) of a roaming information database will provide an essential tool that can be referenced by multiple areas of the organization to support the roaming business. The information in this database should include the following:

Roaming partner coverage areas, frequencies, and maps

Roaming partner technical data sheets

Roaming partner contact information


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Information required to build and maintain Preferred Roaming Lists

Wholesale and retail rate information

Feature availability in each coverage area (e.g. Caller ID)

Exceptions to normal service in each coverage area (e.g. voicemail indicator not supported)

7.3.6 Baseline Procedures

The goal of establishing baseline procedures is to identify a carrier’s preferred way of working with a roaming partner as a basis for negotiation. Based on conditions and negotiations with individual roaming partners, procedures may be adjusted on a per agreement basis. However, clearly identifying the preferred method will tend to focus negotiations.

7.3.6.1 Inter-carrier billing (a.k.a. “wholesale billing”)

In addition to retail billing of customers for roaming services, international voice roaming involves “wholesale billing” between roaming partners for network usage and tariffs. Preferences regarding wholesale billing issues such as the following should be determined:

Billing record format - The vast majority of CDMA roaming carriers utilize the CIBER record format. While it may be possible to use the GSM TAP format and translate between TAP and CIBER as needed, it is highly recommended that CDMA carriers simply utilize CIBER to avoid unnecessary cost and complexity.

Billing inrecord and outrecord types supported – CIBER records support multiple charge record types. Carriers should determine which ones will be supported.

Data clearing method – The process of collating and exchanging wholesale billing data with each partner can be done directly between carriers or through a data clearinghouse. For more information on data clearing, see the 7.3.6.2 Data Clearinghouse section of this document.

Financial clearing & settlement method – The processes of reconciling and settling wholesale billing charges with each partner can be done in-house by the carrier or outsourced to a financial clearinghouse. For more information on financial clearing and settlement, see the 7.3.6.3 Financial Clearinghouse section of this document.

Frequency and currency of payment – Dealing with multiple international roaming partners may involve different bill collection schedules, payment schedules, and currency. Standardizing these factors will benefit the carrier’s cash flow.

Liability and dispute resolution – Standard guidelines for resolving these issues should be explicitly addressed.

7.3.6.2 Data Clearinghouse

Service details are exchanged between CDMA carriers using the Cellular Inter-carrier Billing Exchange Roamer (CIBER) record format. The serving carrier billing system converts local Call Detail Records (CDRs) into CIBER records. These records contain


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home carrier and serving carrier BIDs to identify the roaming partners as well as Mobile ID Number (MIN) and Electronic Serial Number (ESN) to identify the roaming subscriber.

The collection, sorting, collation, and redistribution of CIBER records between roaming partners is a process known as data clearing. This can be done directly between partners or, more often, using data clearinghouses. Both carriers can use the same data clearinghouse or each can use a separate data clearinghouse as shown below:

Figure 2-3: CIBER Record Flow through Data Clearinghouses

The home carrier clearinghouse is defined by CIBER as the Authorized Receipt Point (ARP) for the home carrier and represents the single entity authorized to provide CIBER record edits on behalf of that carrier.

7.3.6.3 Financial Clearinghouse

Carrier-to-carrier settlement involves charges between roaming partners for services and network usage provided to the roaming partner’s customers. Tariff information defined in the roaming agreement between the roaming partners is applied to outgoing CIBER records to generate wholesale bills. Carriers can collate these invoices and settle total invoice charges directly with each roaming partner or utilize a net settlement process through a financial clearinghouse.

Net settlement is an accumulation of financial positions between roaming partners that identifies total payables and receivables of each carrier. At the time of settlement, this net accumulation is deposited/withdrawn from the carrier’s account. The use of a financial clearinghouse simplifies the settlement process and provides greater financial assurance of wholesale bills.

7.3.6.4 Customer care

A carrier’s customer service organization must be prepared to support issues from both inbound and outbound roaming subscribers. Customer management systems that support near real-time visibility of subscriber roaming activity provide carriers with control of customer service as their customers roam in other carrier networks. For inbound international roamers, carriers may consider offering multi-lingual customer service or establishing routing and treatments back to the home network carrier.

For outbound international roamers, the carrier’s primary motivation is often to attract and maintain high-end customers. As such, carriers may wish to spend additional effort to ensure that the customer experience is a superior one when roaming internationally.

Ref Doc 118, Ver 0.31 (DRAFT) 16 Jun 2005

Home Carrier

Billing System

Home Carrier

Data Clearinghouse

Serving Carrier Billing System

Serving Carrier Data Clearinghouse

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Carriers should determine their preferences for issues such as the following:

who provides customer service and how is it provided

trouble reporting, escalation, and resolution procedures

hours of operation (carrier-to-carrier support)

whether routing & treatment are provided back to roamer’s home network

7.3.6.5 Fraud

In many cases, potential roaming partners will refuse to enter into a roaming agreement unless fraud protection is in place. Carriers should identify fraud management preferences such as:

registration and call validation methods

whether authentication is required

if authentication is required, whether SSD will be provided to the partner

use of PIN codes

notification procedures

liability

Roaming fraud is the most damaging type of fraud as it represents hard currency losses for the carrier. As such, carriers should identify dedicated fraud management resources, platforms, and procedures to address fraud prevention and management. Procedures should address both technical methods such as cloning fraud and non-technical methods such as employee fraud.

A wide variety of fraud prevention and management techniques and tools are available with varying levels of intrusiveness to the customer and expense to the carrier. Some of these techniques and tools are introduced in the following subsections. Additional information on fraud prevention is available from the Communications Fraud Control Association (CFCA).

7.3.6.5.1 Technical fraud prevention techniques

The following techniques are transparent to the customer:

Authentication – ANSI-41 process that involves confirming the identity of the mobile using the calculation of Shared Secret Data (SSD) by both the mobile and the Authentication Center (AuC). The SSD calculation is based on the ESN of the mobile, a random number sent between the mobile and network, and a secret shared Authentication Key (A-key) that resides in the mobile and AuC but is never transmitted over the air.


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Profiling – software that monitors usage patterns and often uses artificial intelligence techniques to identify potentially fraudulent activity such as cloning and subscription fraud in a wireless network

Monitoring – services or tools that provide traffic visibility of customers as they roam in SS7 markets or real-time billing record visibility instead of relying on reports from roaming partners that may not be received for several days

The following techniques are more intrusive to the customer but may be less expensive options for smaller carriers:

Lockout until verify – service that forces a roamer to identify themselves verbally to a customer service center when initiating the first call in a specified market

Customer contact – if a particularly high roaming usage is detected, the customer can be contacted to verify that the usage is legitimate

7.3.6.5.2 Non-technical fraud prevention techniques

The following techniques focus on preventing fraud by non-employees:

Customer screening – screening of potential customers can reduce subscription fraud which often is related to roaming fraud. Outsourced pre-screening systems are available. Simple techniques such as requiring salespeople to complete all fields of customer-service agreements and confirm mailing addresses can also be effective

Employee training – employees should be trained to avoid unintentionally providing sensitive information to fraudsters employing social engineering techniques

The following techniques focus on preventing fraud by employees:

Network security – access to sensitive data in the carrier’s network such as provisioning data, roaming database, and authentication keys should be protected from unauthorized users and hacking attempts

Employee fraud prevention – procedures should prevent intentional insider fraud and collusion attempts from occurring or going undetected

7.3.7 Provisioning Information

This information identified in this section must be either allocated by the home carrier or acquired from a third party organization responsible for its allocation.

7.3.7.1 Provisioning procedures

Roaming requires roaming partners to coordinate provisioning of information in both networks. Carriers should ensure that information provided by roaming partners is correctly provisioned in their home network and that information provided to roaming partners is correctly provisioned in the partner’s network.


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7.3.7.2 International TLDNs

International voice roaming calls are routed between roaming partner networks using the PSTN. This routing is made possible by the use of a temporary 15-digit international Temporary Local Directory Number (TLDN). During call termination, the international TLDN is used as follows:

1. The serving VLR allocates an international TLDN from its pool of available international TLDNs and provides it to the roamer’s home HLR

2. Due to differences in dialing plans between countries, the digits of this international TLDN may need to be manipulated to make it routable from the home network

3. The roamer’s home MSC then uses this routable number to route the call to the serving network using the PSTN

4. After the call has been established (or released in the case of an unsuccessful call setup attempt), the serving VLR returns the international TLDN that was used for the call back to its pool of available international TLDNs

Roaming carriers must set aside a pool of international TLDNs sufficient to support the maximum number of expected concurrent inbound roaming call termination attempts. These TLDNs will be provisioned in the carrier’s home MSC and provided to each roaming partner.

7.3.7.3 International Roaming MINs (IRMs)

The roaming handset must be provisioned with a Mobile Station Identification (MSID) that will be unique in the roaming partner’s network. Current roaming carriers use the International Roaming MIN (IRM) as the MSID. IRM is a 10 digit number that begins with a 0 or 1 digit to avoid conflicting with North American Numbering Plan (NANP).

However, as the number of international roaming subscribers continues to increase, the format of the IRM will become insufficient to uniquely represent all international roaming subscribers without conflict. As such, the 10 digit IRM is expected to eventually be replaced by the International Mobile Station Identification (IMSI). IMSI is a 15-digit number defined by ITU-T E.212.

IRM format

The IRM format was initially included only the following: (0/1) + XXX + (6 digits).

However, to increase the number of available IRMs, the format has been expanded to additionally include: (2-9) + XX + (0/1) + (6 digits)

The first four digits (0XXX, 1XXX, XXX0, or XXX1) are allocated by the International Forum on ANSI-41 Standards Technology (IFAST). The last 6 digits are allocated by the carrier.

IMSI format

The IMSI format is: (3-digit MCC) + (2-3 digit MNC) + (10 digit MSIN). The Mobile Country Code (MCC) uniquely identifies the country. The Mobile Network Code (MNC)


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uniquely identifies a carrier within that country. The Mobile Subscriber Identification Number (MSIN) uniquely identifies the subscriber belonging to that carrier.

7.3.7.4 System and Billing IDs (SIDs and BIDs)

The System Identifier (SID) is a five-digit (decimal) number broadcast by all ANSI-41 networks to identify the system providing service. Handsets use the SID in their preferred roaming lists during system selection and also to determine whether they are in their home system or roaming. Because each SID is globally unique and assigned to a specific carrier, the SID is also used during billing to route CIBER records between roaming partners.

SID values are allocated to a carrier by its national telecommunications authority or an appointed agent. The SID is assigned and administered from the SID range allocated to that country by the International Forum on ANSI-41 Technology (IFAST). There are cases where SID values are being used outside of the bounds of their IFAST allocation. These known SID conflicts are identified on the IFAST website (www.IFAST.org).

In the United States, SID values for the cellular band (800MHz) were originally assigned by the Federal Communications Commission (FCC) and required as part of the license application. However, in August 2002, this requirement was eliminated and the administration of SID values was transitioned to the private sector. There are currently six cellular SID administrators in the U.S. SID values for the PCS band (1850 - 1990 MHz) in the U.S. are administered by CIBERNET Corporation (http://cibernet.com/ProductDescription/sidbid.htm).

For billing purposes, each carrier network is identified by a five digit (decimal) Billing Identifier (BID). A BID can be used to segment a carrier’s subscriber base or further segment a geographic area defined by a SID. The serving carrier cell site does not broadcast the BID.

BID values are assigned and maintained by CIBERNET Corporation (http://cibernet.com/ProductDescription/bid.htm).

7.3.8 Home Network Information

This section describes basic information about the home network that will need to be provided to any roaming partner. This information will typically be required on partner qualification forms and technical data sheets to ensure compatibility and correct provisioning.

7.3.8.1 Band classes, channels, and vocoders

This information is needed by roaming partners to ensure that the handsets used by their roamers are capable of operating in your home network.

7.3.8.2 Mobile Country and Network Codes (MCC and IMSI_11_12)

This information is used by roaming partners to identify your home network in their enhanced preferred roaming lists (PRLs). The MCC and IMSI_11_12 parameters are broadcast by the base station in the Extended System Parameter Message (ESPM).


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http://cibernet.com/ProductDescription/bid.htm

http://cibernet.com/ProductDescription/sidbid.htm

http://www.IFAST.org/


For more information on the use of MCC and IMSI_11_12 for enhanced PRLs, see the 7.4.3.2 Create Preferred Roaming List (PRL) / Enhanced PRL section of this document.

7.3.8.3 SID update frequency

The frequency at which SIDs are changed in your home network will affect how often roaming partners should update their preferred roaming lists in order to remain synchronized with your system information.

7.3.8.4 Mapping software and update frequency

This information will affect how roaming partners use your mapping information and how often they update their mapping information in order to remain synchronized with your network

7.3.8.5 MSC/VLR and HLR/AuC information

Because different vendor implementations of protocols vary, this information will help your roaming partner identify compatibility issues that must be resolved.

7.3.8.6 SS7/ANSI-41 interconnection and protocol versions

This information will help your roaming partners identify interconnect compatibility issues that must be resolved.

7.3.8.7 Call features

This information will help your roaming partners identify which features will and will not be supported when their customers roam into your home network.

Common call features include call waiting, voicemail, message waiting indicator, 3-way calling, call forwarding, packet data, and SMS.

7.3.8.8 Dialing plan

This information will help your roaming partners identify compatibility issues between their dialing plan and yours as well as digit translation requirements to overcome these issues.

7.3.8.9 Create Technical Data Sheets (TDSs)

The Technical Data Sheet (TDS) is the mechanism by which CDMA roaming partners exchange technical data. TDSs are used to ensure that the equipment, systems, and processes of each roaming partner are configured correctly to support a seamless roaming experience for their customers. CDG Document #81 provides a standardized template for TDSs. Carriers are encouraged to utilize this standardized TDS format to facilitate exchange of information between roaming partners.


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7.4 Launching a New Partner/Region7.4.1 Launch Planning

7.4.1.1 Launch manager

Identification of a launch manager within the carrier organization to own the successful launch of a new roaming partner or region is an approach utilized by many roaming carriers. The launch manager acts as a single point of contact and manages across functional groups within the organization to ensure success of the product.

7.4.1.2 Need dates

Need dates are schedule milestones set in accordance with the business goals of the carrier. The launch manager should manage to these schedule milestones.

7.4.1.3 Feature set

Ideally, the feature set for the new launch will include your full set of preferred common features (see 7.3.4.2 Common features ). Depending on the capabilities and business goals of the roaming partners, the feature set supported for inbound roamers may differ from that supported for outbound roamers.

7.4.1.4 Retail pricing strategy

Retail pricing is determined by the carrier in accordance with their business goals and the retail pricing guidelines discussed in the 7.3.4.4 Retail billing rates section of this document.

7.4.2 Roaming Partner

7.4.2.1 Potential partners

Identify a list of carriers that could be potential partners. Potential partners should offer services using technologies and band classes that are compatible with the handsets used in your home network (e.g. CDMA PCS service on 1900MHz).

7.4.2.2 Partner qualification

The list of potential partners may be initially narrowed by business and competitive factors. The remaining potential roaming partners should each be qualified. To assist in this qualification process, the CDG offers a Roaming Partner Qualification Form (CDG Document #120) that provides an extensive list of questions to help potential roaming partners identify both synergies and compatibility problems. Based on experiences from a variety of roaming carriers, this form addresses areas that include:

Network service and interoperability

Fraud prevention

Billing and settlement

Customer experience and support

Use of this form is recommended as a tool to aid carriers in identifying potential roaming issues so they can be addressed prior to establishing a roaming agreement. Once these


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issues have been identified, carriers can select the roaming partner that best matches their business goals and technical capabilities.

7.4.2.3 Inter-carrier pricing

Wholesale billing rates and tariffs are negotiated between roaming partners. Once agreed upon, this pricing should be explicitly specified in the roaming agreement.

7.4.2.4 Billing exchange with partner

The exchange of wholesale billing records can be done directly between partners or managed through a data clearinghouse. Roaming partners should agree upon the method of exchange as well as how frequently bills will be exchanged.

If partners are using the data clearinghouse method and each partner works with a different data clearinghouse, validation should be done to ensure that the two clearinghouses are interoperable with each other.

For more information on data clearing, see the 7.3.6.2 Data Clearinghouse section of this document.

7.4.2.5 Billing settlement with partner

Carriers should decide whether they will settle bills directly with roaming partners or utilize net settlements through their financial clearinghouse service. They should also identify the preferred frequency (e.g. monthly) and currency for settlement.

If partners are using the financial clearinghouse method and each partner works with a different financial clearinghouse, validation should be done to ensure that the two clearinghouses are interoperable with each other.

For more information on financial settlement, see the 7.3.6.3 Financial Clearinghouse section of this document.

7.4.2.6 Roaming agreement

The roaming agreement is a legally binding document executed between carriers that specifies the terms and conditions of their roaming partnership. Explicitly specifying agreed upon decisions in the roaming agreement allows partners to protect themselves, prevent misunderstandings, and facilitate a successful partnership.

The most common types of roaming agreements between CDMA carriers include the following:

Direct – Agreement between two CDMA carriers. This is the most common agreement used by CDMA carriers.

Consortium – Agreement between members of a consortium. The Pan-American Roaming Consortium (PARC) in Latin America is an example of this type of agreement.

CDG Document #44 provides a standardized template that may be used as a basis for creating a bilateral direct roaming agreement between two CDMA carriers. This


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template includes formal definitions of roaming terms and annexes which carriers may use to specify contact information and various data, such as the following:

Agreement on wholesale rates/tariffs

Provision of service

Exchange of information

Billing procedures & responsibilities

Settlement procedures

Customer care requests

Fraud tools and processes

Limitation of liability

Agreement suspension & termination

Dispute settlement process

7.4.2.7 Exchange Technical Data Sheets (TDSs)

See the 7.3.8.9 Create Technical Data Sheets (TDSs) section of this document for information on Technical Data Sheets.

7.4.3 Preferred Roaming List

7.4.3.1 Provision partner system information

This information is used to build preferred roaming lists (PRLs) that include roaming partner systems. The type of system information provided by the roaming partner should include:

SIDs/NIDs pairs – System and Network Identifier (SID/NID) pairs for each system in the roaming partner network should be provided. These SID/NID pairs will be used in the system table of PRLs for system selection.

MCCs/IMSI_11_12s pairs – Mobile Country and Mobile Network Identifier (MCC/IMSI_11_12) pair should be provided for the roaming partner system. MCC/IMSI_11_12 can be used in the system table of enhanced PRLs to identify the roaming partner’s entire system as an alternative to including every SID/NID pair.

System Types/Channel Blocks – This information identifies the radio interfaces for each system supported in the roaming partner network. This information will be used in the acquisition table of the PRL for system selection.

7.4.3.2 Create Preferred Roaming List (PRL) / Enhanced PRL

A unique pair of System and Network Identifiers (SID and NID) values identifies each system in the system table of a traditional PRL. However, in the case of international


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roaming, use of SID/NID pairs can become cumbersome between large roaming partners that use tens or hundreds of SIDs to provide coverage across the cities/regions of an entire country. To prevent PRLs from becoming too large and difficult to maintain, the CDG has defined an option to identify a roaming partner’s system based on the MIN and IMSI_11_12. Use of the MIN/IMSI_11_12 pair allows a single entry in the system table to represent the roaming partner’s entire system rather than entering every SID/NID pair. This enhancement is backward compatible and can be used in conjunction with the traditional SID/NID identification schema in the system table. As such, carriers are encouraged to support the enhanced PRL. CDG Document #86 specifies this enhancement.

7.4.3.3 Verify partner has provisioned your home system information

This information is used by roaming partners to build preferred roaming lists (PRLs) that allow their roamers to acquire service when roaming in your network. The type of system information provided to the roaming partner should include:

SIDs/NIDs pairs – System and Network Identifier (SID/NID) pairs for each system in your network should be provided. These SID/NID pairs will be used by the roaming partner in the system table of PRLs for system selection.

MCCs/IMSI_11_12s pairs – Mobile Country and Mobile Network Identifier (MCC/IMSI_11_12) pair should be provided for your system. MCC/IMSI_11_12 can be used by the roaming partner in the system table of enhanced PRLs to identify your entire system as an alternative to including every SID/NID pair.

System Types/Channel Blocks – This information identifies the radio interfaces for each system supported in the roaming partner network. This information will be used in the acquisition table of the PRL for system selection.

7.4.3.4 Validate PRLs with test handsets

Test handsets should include those makes models used by both roaming partners. These handsets should be loaded with the new PRLs and tested in both home and roaming partner networks to ensure that they are able to acquire service in both networks. Testing will validate that updated PRLs are functional and that handsets support the band classes and channels used in each network.

7.4.4 Interoperability Issues

7.4.4.1 Dialing plan and feature activation issues

If supported by the serving network, roamer profiles in the serving network switch can be provisioned to support home network feature activation codes.

Features such as plus code dialing that obviates the need for the roamer to know the serving country international dialing prefix can help the roamer overcome some dialing plan differences.

Received international Temporary Local Directory Numbers (TLDNs) may need to be manipulated in order to be routable by the home MSC. This digit manipulation may be performed either by the home interconnect or roaming service provider or by the home MSC.


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7.4.4.2 SS7/ANSI-41 interconnect issues

The signaling networks of each roaming partner must be interconnected to support roaming. Further, the SS7 and ANSI-41 protocol versions implemented in each partner’s network must be compatible. Implementations of these protocols will often vary due to factors that include:

Different variants – this occurs when different carriers, countries, and vendors implement different interpretations of a standard. These implementations may also include modifications or extensions to the standard

Different standards – this occurs when different standards bodies each create their own variants of a common protocol (e.g. ITU SS7 versus ANSI SS7)

Different versions – as standards evolve, new versions are released (e.g. ANSI-41 revision C versus D). However, different carriers, countries, and vendors adopt these newer versions at different rates leading to multiple versions in use by different carriers

7.4.4.3 Network interconnection

Roaming partner networks can be interconnected in multiple ways that include:

direct SS7 links

through an interconnect provider

through a roaming service provider

In addition to simple interconnection, one or more interoperability issues typically need to be addressed in order to successfully interconnect roaming partner networks. One option to address some of these issues is for carriers to integrate an interworking gateway with protocol conversion capabilities between their MSC and the roaming partner network. Another option is for carriers to use roaming service providers that provide services such as:

Interworking between different SS7 variants

Interworking between different ANSI-41 revisions

Centralized routing through a single SS7 point code

SS7 point code conflict resolution

System Identifier (SID) mapping

Interoperability between different MSC vendors

Roaming Service Providers (RSPs) offer technical and business expertise and solutions for interconnecting roaming partners. RSPs enable roaming services between carrier networks and facilitate roaming agreements between partners. The role of an RSP is illustrated below:


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Figure 2-4: Role of the Roaming Service Provider (RSP)

7.4.5 Home Provisioning

7.4.5.1 Partner MSCIDs and MSC/VLR & HLR/AuC point codes

The Mobile Switching Center ID (MSCID) of the roaming partner’s MSC/VLR must be provisioned in your home network. This MSCID includes the market ID field whose value is usually the System ID (SID). The MSCID is a mandatory parameter in the ANSI-41 REGNOT (registration notification) message and will be used by your home network to request a TLDN from the partner’s serving network when terminating a call to an outbound roamer.

Roaming partner networks are interconnected via SS7. The point code of your roaming partner’s MSC/VLR must be provisioned in your HLR to allow your network to query the partner’s MSC/VLR. Likewise, the point code of your roaming partner’s HLR must be provisioned in your MSC/VLR to allow your network to receive queries from your partner’s HLR. If using a Roaming Service Provider (RSP) for interconnection, the point codes used may be associated with RSP network elements that provide point code conversion and conflict resolution between roaming partner networks.

7.4.5.2 Inbound roamer MBIs

The MIN Block Identifier (MBI) is the first six digits of a MIN used to identify a block of up to 10,000 subscribers. MBIs are typically received from roaming partners in technical data sheets. These ranges identify potential inbound roamers into your network and must be provisioned in your MSC so that they are recognized.

Note: MBIs may also be referred to as “line ranges.”


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7.4.5.3 Partner TLDNs

International Temporary Local Directory Numbers (TLDNs) are typically received from roaming partners in technical data sheets. These numbers must be provisioned and routable in your MSC to allow call terminations to outbound roamers to be routed via the PSTN to the partner’s serving network. In addition, due to differences in dialing plans between countries, the digits of received international TLDN may need to be manipulated to make it routable from your home network. This manipulation may be done by your interconnect or roaming service provider or by your MSC. For more information on TLDNs, see the 7.3.7.2 International TLDNs section of this document.

7.4.6 Partner Provisioning

7.4.6.1 Home MSCIDs and MSC/VLR & HLR/AuC point codes

The Mobile Switching Center ID (MSCID) of your home MSC/VLR must be provided to your roaming partner for provisioning their network. This MSCID includes the market ID field whose value is usually the System ID (SID). The MSCID is a mandatory parameter in the ANSI-41 REGNOT (registration notification) message and will be used the roaming partner to request a TLDN from your network when terminating a call to an inbound roamer into your network.

Roaming partner networks are interconnected via SS7. The point code of your MSC/VLR must be provisioned in your partner’s HLR to allow their network to query your MSC/VLR. Likewise, the point code of your HLR must be provisioned in your roaming partner’s MSC/VLR to allow their network to receive queries from your HLR. If using a Roaming Service Provider (RSP) for interconnection, the point codes used may be associated with RSP network elements that provide point code conversion and conflict resolution between roaming partner networks.

7.4.6.2 Home outbound roamer MBIs

The MIN Block Identifier (MBI) is the first six digits of a MIN used to identify a block of up to 10,000 subscribers. MBIs are typically provided to roaming partners in technical data sheets. These ranges identify your potential outbound roamers in the roaming partner’s network and must be provisioned in the partner’s MSC so that they are recognized.

Note: MBIs may also be referred to as “line ranges.”

7.4.6.3 Home TLDNs

International Temporary Local Directory Numbers (TLDNs) are typically provided to roaming partners in technical data sheets. These numbers must be provisioned and routable in the roaming partners MSC to allow call terminations to inbound roamers into your network to be routed from the partner’s network to your network via the PSTN. For more information on TLDNs, see the 7.3.7.2 International TLDNs section of this document.

7.4.7 Testing

7.4.7.1 Interconnection testing

Testing should be performed to ensure correct provisioning of infrastructure elements and compatibility of SS7 and ANSI-41 protocols used between networks. Testing should


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be performed for both inbound and outbound roaming scenarios. Information related to ANSI-41 interworking testing is provided in CDG Document #52.

7.4.7.2 End-to-end functional test plan

The end-to-end functional test plan should include a comprehensive suite of tests that exercise all combinations of inbound, outbound, land-to-mobile, and mobile-to-land roaming calls across each available coverage region and using each available feature. The goal of this test plan is to verify functional issues such as:

Availability of service

Availability of features

Sufficiency of call quality

Acceptability of delays

While CDG Document #52 was developed as a test specification for IS-41 interworking, it provides a great deal of end-to-end call scenarios that can be used as a foundation for developing an end-to-end functional test plan.

7.4.7.3 End-to-end billing test plan

The end-to-end billing test plan may be based directly on the suite of tests identified in the functional test plan discussed in the 7.4.7.2 End-to-end functional test plan section of this document but with test criteria targeting billing issues such as:

Verification of the format and content of the CIBER records received/generated

Verification that all roaming calls are accounted for on wholesale bills

Verification that rates/tariffs defined in the roaming agreement are being correctly applied on wholesale bills received/generated

For outbound roamers, verification that roaming charges are correctly reflected on retail bills

Additional tests should be included to ensure that wholesale bills are received and settled on schedule according to the roaming agreement.

While the end-to-end billing test plan may be based on the end-to-end functional test plan, each can be executed as standalone test plan. This is essential since the personnel that perform functional testing within the carrier organization are often different from those that perform billing testing.

7.4.7.4 End-to-end functional testing

Execute the end-to-end functional test plan described in the 7.4.7.2 End-to-end functional test plan section of this document. End-to-end roaming testing should include all services expected to function while roaming.


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7.4.7.5 End-to-end billing testing

Execute the end-to-end billing test plan described in the 7.4.7.3 End-to-end billing test plan section of this document. End-to-end roaming testing should include all services that are billable while roaming.

7.4.8 Market Launch

7.4.8.1 Verify readiness of internal groups

Carriers should verify that sufficient communication and training has occurred between their various internal groups such as sales, customer support, and fraud prevention to support the new launch and ensure a positive customer experience.

7.4.8.2 Update PRLs

Marketing strategy should include procedures to ensure that PRLs are automatically updated for potential roamers or that these roamers are aware of the need and mechanism to update the PRL in their phone before traveling to the new service region.

7.4.8.3 Inform customers

Marketing strategy should include introduction of new services, features, and regional coverage to customers. Dissemination of this information should be targeted at those customers most likely to use the newly launched services to the extent possible. Potential avenues to inform target customers include website, mailings, and SMS messaging.

7.5 Sustaining Launched Partners/Regions7.5.1 Update Information with Partners

7.5.1.1 Coverage map updates

This will ensure that roaming partners have a correct map of their virtual network service region.

7.5.1.2 TDS updates

Partners must periodically exchange updated TDS data. The frequency of exchange may vary with different partners. Upon receipt, each partner should carefully analyze new TDS information to identify changes and update provisioning data in their networks accordingly.

Depending on the frequency at which partners exchange TDS updates, these changes may be extensive. In such cases, it is recommended that carriers repeat the end-to-end functionality and billing testing described in the 7.4.7 Testing section of this document. This will ensure that roaming partners avoid costly service issues associated with mismatched provisioning information between their networks due to out-of-date technical data.


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7.5.2 Review Business using Current Data

7.5.2.1 Validate usage patterns and coverage regions

Usage patterns and coverage regions should be periodically evaluated relative to forecasts. Adjustments should be made as necessary based on criteria defined by the carrier in accordance with their business goals. Examples reasons for adjustments could include:

If the percentage of actual inbound-to-outbound roamers in a particular service region is significantly different form what was expected

If there has been a significant increase in the number outbound roamers to a certain region

If new high-demand areas have arisen that are being underserved

If the addition of a certain areas could provide a strategic advantage

7.5.2.2 Customer care trends

Tracking of issues such as the following may identify trends that need to be addressed in a carriers customer care and/or engineering organizations:

Rate at which trouble tickets are opened and resolved

Average time required to resolve issues

Concentration of trouble tickets by region, partner, etc…

Negative trends that impact customer perception may lead to increased churn or decreased usage of high revenue-generating services and should be addressed.

7.5.2.3 Validate profitability

The business plan should be periodically revisited using current cost and revenue data to evaluate profitability and determine whether services or pricing need to be adjusted. Since international voice roaming often involves currency exchange, changes to exchange rates should be factored into profitability analysis.

7.5.3 Quality Assurance Testing

7.5.3.1 Periodic functional testing

Ongoing periodic functional testing should be performed to ensure that customers continue to receive the level of reliability and performance needed to meet your business goals. This testing generally involves periodic testing based on all or a subset of the end-to-end functional test plan described in the 7.4.7.2 End-to-end functional test plan section of this document. The goal of this testing is to identify issues before they impact customers and resolve any issues that are encountered.

7.5.3.2 Periodic audit testing

Ongoing periodic audit testing may be used to verify carrier processes such as customer care and billing. An example of customer care audit testing is the use auditors that


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pretend to be customers (a.k.a. “mystery shoppers”) while contacting the customer care organization to evaluate the quality of customer care from a customer perspective. An example of billing audit testing is the random selection of bills to verify that they accurately reflect usage. Several other audit test areas and approaches can identified and implemented as carriers deem appropriate and useful.


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2..doc

Technology

cdg member

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ref doc

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