smartcare sas solution
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HUAWEI TECHNOLOGIES CO., LTD.
SmartCare Service Assurance SolutionBeyond Satisfied KPI, Collaboration for Happy End-User
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Content
Trends and Challenges
SmartCare Service Assurance Overview
Successful Cases
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Service Assurance Challenges How to forecast resource requirements for network planning or new
service & application& Smartphone launch? How to prevent signaling storm caused by Smartphone increase?
Go-To-Market
How to design and establish the platform which can support servicequality and end-users experience assurance?
How to facing the exploding of the service and bandwidth? How to integrate to existing O&M process?
Service OperationEnhancement
Reduction of Subscriber Churning Ratio How to proactively care VIP and rescue VAP? How to differentiate QoS for better VIP experience?
VIP/VAP Care
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Servic Disc Imp Assu
SmartCare @Enabling Chain
SmartCare Multi-vendor network data capturing PB-level data processing & storage Real-time monitoring & query
NPMRealize visibleNetworks for multi-vendor network
SQMBe capable to evaluate E2Eservice quality of differenttypes
CEMBe conscious of eachusers perception
NPM SQM CEM
SmartCareProduct
Servic
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Content
Trends and Challenges
SmartCare Service Assurance Overview
Successful Cases
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SmartCare Solution Overview
Distribution DB (Mass Storage Parallel Computing
CEM
SQM
NPM
Embedded Probe Interface Probe (Net Probe)
3rd party Probe
CS ProbeIP ProbeWirelessProbe
End-to-end visualized network assurance
Integrated management for multi-vendor network
Enable accurate service quality evaluation with KQI Proactive and preventive management of service quality
Evaluate service quality for individual user
Enable fast fault-demarcation & troubleshooting
PS Probe
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SmartCare Solution Architecture
Data SourceLayer
Data CapturingLayer
Data ProcessingLayer
ApplicationLayer
Visual IP Probes/3rd Party PM Mediation
NetviewMOS5200/3rd Party
PM
MOS510
IP BearerPS & CS
Core
2G & 3GRadio
SQM, CEM, PM, FM
IPTV
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Comprehensive MBB visibilityNPM
Visible Bandwidth Visible Terminal Visible Servic
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Facilitate Network O&M
Call loetwork topology status KPI monitoring & reportingHighlights Unified operation for Core network and IP bearer network, Accurately measure the service path quality be
Monitor the whole network KPI and facilitate analyzing the fluctuation of KPI.
Clearly report the failure cause distribution and connect delay base on call flow segment.
Fulfill the requirement for Routine network O&M, fault location, network opt
NPM
Time
KPIs
Threshold
Threshold
Breached Alarm
Breached Alarm
Failure Cause R
Incoming Call
Flow
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Improvements in SQM ProcessNPM
KPI
Service Quality
Trouble-shooting / Improvement / Ma
ImprovedAssess-ability.
Visibilityand
Manageability
KQI
OoE
Improvements of SQM process:
Moving from KPI monitoring to KQImonitoring , and then QoE management
Moving from Network/Cell level statistics
to Subscriber level statistics
Offers :
A much more accurate picture of thewhole network and real quality that the
subscribers are experiencing.
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KPI-KQI Methodology
E2E Connect Rate E2E Connect Duration E2E Call Drop Ratio Good Voice Qua
Assignment
Success Rate
Paging Success
Rate
TCH Assignment
Success Rate
TCH Congestion
Ratio
Routing
Success Rate
Authorize
Success Rate
VoiceWEB/
WAPEMAIL FTP MMS IM SQM
KQI
KPI
KQI --Describe the RealExperience of Subscribers
KPI --Describe the Performance of Network Element
NPM
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NPM
Example of KQI MonitoringVoice
WEB/
WAPEMAIL FTP MMS IM Video
KQI Monitoring:
Dashboards.
GIS Map.
Customized Threshold
Total View, City View, NE View, Cell Groups
View.
Real-Time Alarm.
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NPM
E2E Call Connect Rate Failure Distribution
Example of KQI Analysis
Find the abnorma
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NPM
QoE sco
survey
Data from KQIs
monitoring
Mapping KQI to QoE
SuObjective
Step 1 KQI Monitoring1. PrecisionKQIs for use of each specific service2. Time Span: 2~4 weeks, 7*24 hours3. Sample SizeAbout20,0004. Sample StructureUser groups of different user behavior, and
from different regions.
Step2 QoE Survey1. MethodPhone survey2. QuestionnaireSatisfaction of the quality of S
sub-QoE.3. PerformerCall center (Trained by QoE Expert4. Sample Size: 900~1,000 users from those mon5. Potential Risk: Might annoy the end users, how
KQI Monitor QoE Survey
Step3 QoE-KQI ModelingMethodRegression analysis+
2
3
KQI-QOE Methodology
1
Th M th d l f d ri i KQIs d Q E
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UserPerception
Service Quality
NetworkPerformance
User QoE
Data services KQIs Voice services KQIs
KQIn=f( KPI1,KPI2.. KPIn)
Core Network /Bearer Network KPIsRadio KPIs
Node B RNC MSS/MGWMSS/MGWIPNetwork
QoEn=f( KQI1,KQI2.. KQIn), f( KPI1,KPI2.. KPIn)
The Methodology of deriving KQIs and QoE
Set up Customized Service
Model
Define KQI from end usersview
NPM
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QoE Modeling Case in Philippine
QoE-KQI Modeling Based on KQI Monitoring and QoE Surve
QoE Score Surveyed by Third-Party: 4.12 QoE Score based on Modeling Formulation: 4.07
Access Success Rate% 99.13Access DelaySecond 6.93
Call Drop Rate% 1.17
Voice Service Quality 3.4
Estimated QoE Score 4.06967
NPM
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CEM Solution ComponentNPM
VIP Care
VAP
Rescue
DeviceProviding visibility to sdevice types being usecustomers
Accuratelexperienc
quickly hacomplaint
Providing way to find out the
bad user experience andperform the optimizationmore efficiently
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Enable Consistent VIP AssuranceNPM
Benefit to Operator:Network and Service Problems Can Be found and Resolved in Advance, Which Proactively Prevent Users
Fast Response to VIP Users Complaint with High Efficiency and Lower Cost.
VIP-Oriented
Network
OptimizationEnable VIP
Experience
ImprovementVIP CARE
Efficient VIP
Complaint
Handling Real-time E2E Call Trace
Elaborate Historical Call Records
VIP-Oriented Cell Optimization
VIP-Oriented Service Optimization
KQI monitoring and A
Group /Individual
VIP Failure and Loca
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NPM
Example of VIP AssuranceVIP Transaction
VIP Distribution VIP Failure D
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NPM
Enable VAP Rescue VAP Definition
By Service KQI Assessment
VAP Problem Segregation
By Region
By Network (Radio, Core, SP)
By Device
Solutions CDR and Call Flow Analysis
Handset Performance Evaluation
Typical Failure Cause Analysis Benefit : Lower VAP Ratio & Less End-User
VAP
Definition
KQI Monitoring
VAPReport
VAP Problem
Segregation
VAP Ratio
Reduction
NO
Solutions
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NPM
Example of VAP Definition and Segregation
Failure causedistribution andProblem location
VAP Classified byKQI and identifydifferent level ofVAP Groups
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NPM
Smart Phone Analysis
Solution:
Identify SmartPhone brand by IMEI.
Smart phone report associate with VIP and GIS.
Analyze the traffic and KPI by phone type, brand & model.
Benefits:
Find the bad performance Handset
Analyze the trend and the impact of Smart Phone.
As a reference for tariff package design
Various Terminal models, how
about their work in network?
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Content
Trends and Challenges
SmartCare Service Assurance Overview
Successful Cases
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Global Commercial Deployment
Shared information 2011 new breSmartCare typical application
Comprehensive & flexible networkmonitoring
NetView CS
NetView Core CS/PS +
VisualIP + Nastar
NetView PS (embedded probe)
+ Nastar
Austr
Hong Kong
Saudi
Saudi
NetView Core CS/PS + RAN
AustriaNetView PS (embedded probe)
Sweden
Pakistan
Mexico
Mexico
VisualIP
14 new comme2011
Rank No.1 in China, developedfast over the world
30+ global cases500+employeesJoint R&D teamHigh-end Expert
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Shenzhen Universiade Network Assurance
Outstanding Award by CMCCHuawei's outstanding SmartCare technology and
cooperation throughout the 2011 World University Games
resulted in flawless mobile communications.
-- said by the Director of Shenzhen Mobile Maintenance
Department.
Background
The 26th World University Games was held in Shenzhen China on August12, 2011 Shenzhen Mobile wants to assure the quality of communication services
and improve end-user experience during the Universiade.
Highlight of SmartCare
Huge Capacity:16M users, 32 VMSC, 12 GMSC,E2E Real-time Monitoring: Alarm delay < 1second, Report generation < 30seconds
Reliable Storage: 30 days CDR,65T storage capacity Abundant Services: Service performance analysis, Customer experienceanalysis, Market supporting
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Optimize The Bad Experience
End-user complaints for 3G data service of Jinan Unicom are declined by
57.6%, from 4.4 (per 10,000 users) to 1.9 (per 10,000 users).
Data source of complains: Customer service center of Jinan Unicom
Data source of the 3G users: Network Optimization department of
Shandong Unicom
China Unicom: Reducing 57.6% of the User Complaints
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End-User Satisfaction
Routine KQI monitoring, triggers neoptimization
100%VIP Experience Care
China Mobile100% VIP Subscriber Experience Care
50% of potential complaints are f
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Thank You
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