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Confidential
Probe Based Monitoring Solutions – Not Just for Engineers
Yoram EhrlichDirector Product Management November, 2009
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2 Nov-09 Confidential
Agenda
� Overview
• What is a probe based monitoring solution
� Applications
• Not just for Engineers
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3 Nov-09 Confidential
Brief Overview - Probes
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4 Nov-09 Confidential
Probe Based Monitoring
� Active and Passive probes deployed across the network
• Gather explicit traffic information independent of the network elements
IPPSTN
cProbe
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Telephone
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v
IP-Phone
IPPSTN
cProbe
cProbe
iProbe
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vProbeINMD
Telephone
H.323TerminalH.323Terminal
v
v
IP-Phone
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5 Nov-09 Confidential
Probe Based Monitoring
� The probes are Intelligent
• Multi-technology
• Signaling and Media
• Analyze the traffic and send different kinds of xDRs to a central management system
• xDRs are “summaries” of the traffic
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6 Nov-09 Confidential
What are Performance/Quality Indicators?
� These are any type of metrics that are analyzed from the traffic and displayed or used• Because KPIs are often used statistically they are often contrasted
to call trace analysis
� Statistical can have several meanings• High performance analysis of each and every packet• Sampling of traffic
� Sampling mechanisms and other challenges involved in high performance KPI processing tended to give “KPIs” a bad name, relegating their relevance to off-line post processing by specialized departments
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7 Nov-09 Confidential
Key Performance and Quality Indicators
� “Simple”• These are commonly accepted/standardized indicators
pertaining to the signaling or media planes- ASR- Packet loss
� “Complex”• These are typically the commonly accepted/standardized
indicators, but ‘group by’ or ‘ratio by’ different value distributions and or other identifiers
- Country, operator, prefix codes- IP addresses- Cause value enrichments- Routes (source-destination combinations)
� “DPI Type”• These are based on in depth decoding and identification of
specific messages and or events in sessions or transactions• Can be used in combination with “complex” metrics
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8 Nov-09 Confidential
Key Performance and Quality Indicators
� “Sophisticated”• This are difficult and challenging metrics often
involving an algorithm or other high performance execution
- TCP engine- Packet loss (Markov state machine)
� “Correlated”• These are metrics which are identified based on the
end-to-end correlated session• In essence part of the “Sophisticated” family because
of the challenges of high performance real-time correlation
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9 Nov-09 Confidential
Customer Support
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10 Nov-09 Confidential
Customer Service
� Typically…• Based on reactive response to open tickets/problems• Explorative investigation from scratch every time
Problem Occurs Customer
Detects Problem
Customer Complains
Tier1 Customer Support
get call and process complaint
Tier2 Engineering
Support get Ticket and start
investigating…
Hours to Days..
An Hour..How knowledgeable
is the Support?
How many Customers Complain?
Minutes?Hours?Days?
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11 Nov-09 Confidential
Intelligent Active Report Flows� Work flow drill
• overall errors � network element � calls � signaling analysis
Link
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12 Nov-09 Confidential
Messages Dashboard View
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13 Nov-09 Confidential
SIP 4XY – User Agent
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14 Nov-09 Confidential
SIP 4XY – Domain
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15 Nov-09 Confidential
Value Distribution - Example
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16 Nov-09 Confidential
Customer Portal
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17 Nov-09 Confidential
Care Center Subscriber Report
� Voice and Data history
� QoE scores
� Drill down to voice/data sessions per service
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18 Nov-09 Confidential
Broadband
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19 Nov-09 Confidential
Advanced Throughput & Web-Page Statistics
� Key Features - Throughput Measurements• UL/DL throughput, latency & TCP-layer statistics• As experienced in real-life by all customers• Can also detect and monitor actual speed tests
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20 Nov-09 Confidential
Mobile Broadband QoE Reports - 1
� Average throughput for HTTP page downloads
� Per GGSN,SGSN,APN, device, subscriber
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21 Nov-09 Confidential
Mobile Broadband QoE Reports - 2
� TCP retransmission ratio for HTTP page downloads
� Per GGSN,SGSN,APN, device, subscriber
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22 Nov-09 Confidential
Web browsing success rate
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23 Nov-09 Confidential
Mobile Broadband QoE Reports - 5
� Throughput of HTTP page downloads per device
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24 Nov-09 Confidential
Mobile Broadband QoE Reports - 6
� Worst performing SGSN and GGSN
� Takes into account HTTP throughput, latency, retransmissions and TCP window size for large HTTP page downloads
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25 Nov-09 Confidential
Customer Centric Applications
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26 Nov-09 Confidential
Customer Centric application - Characteristics
� Application analysis of services the way the customer sees it (from the customers point of view)
� Define Customer Profiles• For example by using:
- IP addresses
- Telephone number- Tier labelling
� Define Users• What profiles/accounts/sites the user can see
� Display quality of service experience in a clear and concise fashion
� Integrated Alerting when thresholds are crossed
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27 Nov-09 Confidential
Root Display
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28 Nov-09 Confidential
KPI Along Time - Customer
View a specific KPI along time in a Bin format toge ther with the average results of the KPI
Drill down for history comparison Drill down for history comparison of the KPI of the KPI
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29 Nov-09 Confidential
Drill into selected KPI
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30 Nov-09 Confidential
Multiple Customers
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31 Nov-09 Confidential
Customer Profile View
The customer view shows a summary of the last hour (configurable) for a specific customer. This view is used by the account manager or corporate customer.
Drill down for additional information and last calls
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32 Nov-09 Confidential
Benefits� New Services - source of revenue
• Offering reporting facilities to customers
� Improve and sustain customer experience (QoE)
• Whole customer view – of multiple services at the same time
• Reduce customer churn
• Reduce loss of revenues due to service failures
� Service to Corporations/Enterprises
• See what they get
• SLA troubleshooting
� One system for all technologies and services
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33 Nov-09 Confidential
Correlation
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34 Nov-09 Confidential
What is Correlation?
� The ability to collect ‘legs’ from different interfaces/technologies/protocols and identify that they all belong to the same end-to-end session
Why is it needed?
� Signaling and media are distributed
� Modern networks involve multiple TDM and IP technologies
� End-to-end service typically involves multiple clouds
Why is it important?
� Customers do not care about technology
� Viewing and analyzing the service/network from a single ‘leg’ angle has limitations
Correlation
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35 Nov-09 Confidential
Omni-Q: Correlation (illustrated)
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36 Nov-09 Confidential
Service Profiling
� Ability to classify traffic based on the end-to-end call flow• Services• Network segmentation• Intelligent Analysis
� So what?...• View the traffic/network from a services angle• Reports• Alarms
New Services and Packages
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37 Nov-09 Confidential
Service Profile - Example
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38 Nov-09 Confidential
Service Profile - Example
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39 Nov-09 Confidential
Summary
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40 Nov-09 Confidential
Summary
� The benefits of a probe based monitoring solution• Bringing value by taking advantage of in-depth live view of the
network
� Once deployed on the network serves• Multiple department and users• Multiple needs and functionalities• Multiple technologies• All at the same time by the same system
� Designed to enrich the Operator’s service quality management tool set and capabilities• Cost avoidance• New value• “Value of information”
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41 Nov-09 Confidential
Multi User/Multi Functionality
Internal CustomersInternal Customers�� Network/Data EngineeringNetwork/Data Engineering�� System PerformanceSystem Performance�� Customer CareCustomer Care�� Network OperationsNetwork Operations�� MarketingMarketing�� Area PlanningArea Planning�� ExecutivesExecutives�� DB Systems (Billing, Fraud)DB Systems (Billing, Fraud)
� Baselining• Network Element
Maintenance
� Troubleshooting• Subscriber Problems• Network Problems• Proactive & Reactive
� Trending• Network Design, Capacity• Network Health• Service Usage
� Business IntelligenceExternal CustomersExternal Customers�� ClientsClients
•• EnterprisesEnterprises•• CarriersCarriers
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42 Nov-09 Confidential
QA
� Available at Heynen Booth
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43 Nov-09 Confidential
Thank You