GRQ Presentation Torbjorn A Pettersson 2012 Linked In
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Learn how to improve your inbound and outbound Global Roaming Quality

Learn how to improve your inbound and outbound Global Roaming Quality

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GRQ Presentation Torbjorn A Pettersson 2012 Linked In GRQ Presentation Torbjorn A Pettersson 2012 Linked In Presentation Transcript

  • Global Roaming Quality Presented by Torbjorn A Pettersson Global Roaming Quality Expert & AdvisorConfidential Information© GSMA 2010All GSMA meetings are conducted in full compliance with the GSMA’s anti-trust compliance policy
  • Agenda Global Roaming Quality  Background and needs for Global Roaming Quality  What is Global Roaming Quality?  Key to success for GRQ?  Update from regions and GSM Arab world  Understand how to get started to implement GRQConfidential 2
  • BackgroundQuality and GRQ“Average of 39 percent of 630 Million Live Mobile Calls fall below the industry minimum standard for voice quality”*How does Global RoamingQuality and impact us?* Ditech Networks World Wide Voice Quality Audit, Feb 2008information obtained from more than 630 million live mobile calls in 16different networks across 12 countries•In mature markets such as the U.S. and Western Europe, 23 percent of allcalls fall below the industry minimum.•In rapid growth markets, such as the Middle East, India and South America,59 percent of all calls fall below the industry minimum. Confidential 3
  • BackgroundGRQ frameworkRecognition that improving quality involvesall parties in the traffic chain – quality isonly as good as the weakest linkGSMA has developed a cost-effectiveframework for monitoring and assuringquality of roaming services globally,including: Set of quality parameters and how to measure them SLA templates with roaming services quality measures included Troubleshooting procedures Guidelines and contacts for information exchange Regional GRQ campaign groups to support quality discussions between roaming partnersGRQ for use in a roaming hubbingenvironment as well as bilateral roamingrelationsConfidential 4
  • Background and needs for GRQBy implementing GRQ, operators,hubs and carriers define the GSMAstandard for QoS, gaining volumesand revenue.The beauty is to create a win-win!“I expect my mobile services to work well at all times”Confidential 5
  • BackgroundGlobal RoamingQualityHelp operators and carriers to work moreclosely to improve the quality of voice,dataand SMS services or roamingcustomersWhat are the impacts of poor quality? Without automated end-to-How does that affect our customers and end monitoring, problemsroaming business? at often looked at from the tip of an iceberg!Confidential 6
  • GRQ parameters are now a roaming standard The KPI’s have been identified by defining 5 QoS aspects for Roaming Signalling, Voice, Data and SMS. Cross references has been done with ETSI, ITUT, 3GPP and IETF.  Network accessibility – The network indication on the display of the mobile is a signal to the customer that he can use the service of this network operator  Roaming Service accessibility – If the customer wants to use a service, the network operator should provide him as fast as possible access to the service  Connection establishment – Is to measure on the connection establishment  Service retain-ability – Service Retain ability describes the termination of services (in accordance with or against the will of the user)  Connection quality – For measuring the connection qualityConfidential 7
  • How to get started  Review how you work today, and set a goal what to improve  Self monitoring of important roaming destinations and services  Set up a 24/7h International Network Operational TeamConfidential 8
  • What do we need to get started?  The GSMA framework of GRQ documents, templates and guidelines are ready for use by operators. Mobile operators and Hubs International Carrier – BA.51: Roaming SLA Additional PRDs supporting the GRQ Handbook framework: – IR.42: QoS Parameters – IN.01, IN.05, IN.10, AA.80: SLA IR42 – AA.13 (Annex C.12): Computation templates for carriers, GRX, and IPX Roaming SLA including trigger – AD.22: Self certification for GRQ point Dictionary – IR.81: GRQ measurement vendors Implementation – IN.02: Use of Gateways for Mobile – IR.78: Trouble shooting Communications IR81 procedure GRQ – IR.21: Contact information for Measurement Link to Infocentre GRQ Knowledge Base trouble shooting Implementation https://infocentre.gsm.org/cgi- bin/knowledge_base_disp.cgi?1933 IR.78 BA.51 AA.13 Roaming IR.21 Roaming SLA Roaming SLA Trouble Database Handbook Annex C12 ReportConfidential 9
  • Example – start with a few KPIs! Active method measure about 27 KPIs Passive measure about 13 KPIs There are 7 KPIs that can be comparable between active and passive monitoring tools- those are the most important  Location update success rate  Network effectiveness ratio MO  Network effectiveness ratio MT  Call setup success ratio MT  Service Accessibility for SMS-MO  Packet Switched Location Update success rate  PDP Context Activation success rateConfidential 10
  • GRQ Monitoring Methods Monitoring methods  There are two main ways to measure QoS. – Active methods using either fixed or mobile probes – Passive methods using either SS7 signaling – The GRQ framework has standard test scripts for both methods. Active Monitoring Passive Monitoring Pros  Useful for testing purpose Pros  Real-time view of the network and  Reproduce test can be done anytime service performance experienced by  End to end view is possible the roamers  All RSLA KPIs can be measured  Easier to identify the root cause of  Number of test cycles is flexible problems Cons Doesn’t reflect real customer Cons Not all RSLA KPI can be measured experience due to limited location for (e.g. end to end delivery time) testing High CAPEX Difficult to identify the root cause of problems High OPEX (cost of testing)Confidential 11
  • Roaming SLA and SLA Have SLA with your carrier for all services Agree on Roaming SLA with your most important partners Redundant solutions to secure GRQ and weakest links SLA SLA SLA Carrier Carrier A B Operator A SLA SLA SLA GRX Operator B GRX SLA SLA SLA SMS SMS Hub Hub RSLAConfidential 12
  • GRQ Use Case – 2010 FIFA World Cup South Africa Operator Report SampleConfidential 13
  • GRQ Monitoring Methods Monitoring methods  There are two main ways to measure QoS. – Active methods using either fixed or mobile probes – Passive methods using either SS7 signaling – The GRQ framework has standard test scripts for both methods. Active Monitoring Passive Monitoring Pros  Useful for testing purpose Pros  Real-time view of the network and  Reproduce test can be done anytime service performance experienced by  End to end view is possible the roamers  All RSLA KPIs can be measured  Easier to identify the root cause of  Number of test cycles is flexible problems Cons Doesn’t reflect real customer Cons Not all RSLA KPI can be measured experience due to limited location for (e.g. end to end delivery time) testing High CAPEX Difficult to identify the root cause of problems High OPEX (cost of testing)Confidential 14
  • GRQ Business Intelligence  Create your own business intelligence for GRQ  Collect, measure and analyse all your roaming  Follow up alarms and reports daily and weeklyConfidential 15
  • GRQ daily report exampleConfidential 16
  • GRQ Update from GRQ Arab World  GRQ workshop was hosted by Mobily SA in Jan 2011 (Jeddah)  Participants included: • Mobily Saudi Arabia (Host) • Zain Saudi Arabia • Zain Bahrain • Vodafone Egypt • Thuraya UAE • Qtel Qatar • Orange JO • VIVA Bahrain • Maroc Telecom • Keynote SIGOS (& others)Confidential 17
  • GRQ Arab World Findings: GSMA should define a minimum set of KPI’s (the 7 most important and common for both Passive and Active) The background is that there is a limited number of KPI’s (13x) that can only be measured with Passive probes, however, most KPI’s (27x) can be measured with Active probes. Findings: Reject codes in MAP signaling should be more clearly defined (since a number of reject codes relevant for SoR and ASoR) is not described in either IR42 and IR81. This is confusing while configuration the KPI’s using Passive probes (since the Reject codes wrongly defined would cause inconsistency in the KPIs between Active and Passive measurements (CS Location Update, and GPRS location UpdateConfidential 18
  • GRQ Arab World Findings: CLI Transparency and not CLI Delivery There is a need for this clarification, since it might appear to mean the same, but it is different KPI’s and needed further clarification. The KPI for CLI transparency MUST mean the same in both SLA (MNO-Carrier) and RSLA (MNO-MNO). SIM box detection affect roaming traffic is now part of GRQ. The further defined clarification has been APPROVED by IWG on November 2010 for PRD IN.18 Section 5.1.4 and PRD IN.01 Section 1.0 & Annex A.Confidential 19
  • Example- SIM box with the capacity of 4 E1’sConfidential 20
  • GRQ Next Steps Evaluate the impact of SIM Boxes on RSLA – SIM Boxes is affecting roaming traffic as quality is compromised – Prepare SIM Box slides for the IWG Plenary that highlights the impact to roaming customers and quality aspects Impact of Steering & Anti-Steering of Roaming on GRQ measurements – Liaise with SIGNAL to ask for a possible KPI to measure Steering and Anti-steering of Roaming Initiative on how Roaming KPIs are inter-related with Interconnect KPIs – Draft a new PRD based on current IMQ IN21 to be approved at IWG Plenary 2012 HPIG decided to further investigate possibilities of implement GRQ parameters between Carriers Need for future KPI’s for VOIP, LTE, VOLTE … Confidential 21
  • Confidential 22
  • Summerise Understand what the current situation are Create a Business Case and set goal for GRQ Start with internal processes – start today Implement GRQ measurements Set up a Service Level Management and INOC team (24/7) Check redundancy all roaming services Agree on SLA & Roaming SLA Start with a few KPI’s and follow up daily (alarms & reports)Confidential 23
  • Global Roaming Quality - Q&A Torbjorn A Pettersson GSM Association GRQ Expert & Advisor torbjorn.pettersson@telenor.com Mobile +46 708 331244Confidential 24