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Call Termination Update


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presentation to the Minnesota Telecom Alliance Conference Oct 2013

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Call Termination Update

  1. 1. 10/10/2013 Call Termination Update
  2. 2. Call Termination Proposal – Start With The End In Mind In cooperation with Rural Minnesota ILECs – Establish a team of dedicated resources to take a subset of the reports and push the carriers and FCC to resolve  Whack-A-Mole is not sustainable  Calls are taking 20+ hours to isolate – often carriers will not support isolation  Propose a new plan:  Focus a team of resources on inbound only – Onvoy and ILEC Dedicated members  Concentrate on a subset of ticket and work them to completion (push, push, push)  Executive support from Fritz and ILEC General Managers (weekly review)  FCC – engage Enforcement Bureau to when carriers participation stalls  Lobby – engage MTA and NTCA lobbying efforts to support the concentrated effort  Elected Officials – provide status reports that cover the effort and support from carriers We need to escalate our collective focus and use all available tools to push a resolution Proprietary and Confidential 1
  3. 3. Agenda  Call Termination Review  Why Separate Voice Quality from Call Termination?  Ticket Trends  Origination Number Change, Current Trends, and Next Steps  Ring No Answer – Current Trends and Next Steps  Proactive Testing and the Results  Local Bypass  Request for Collaboration with FCC 1 Failure of carriers to terminate calls in rural areas has a consumer economic and safety impact, this discussion is not intended to quantify or qualify the impacts Proprietary and Confidential 2
  4. 4. Call Termination Issues – Quick Refresher There are three types of Call Termination issues plaguing our industry 1) Ring No Answer - Originating carrier signals ring back to their consumer, when in fact the call has not been offered to the far end consumer 2,3 Two typical scenarios: o Call is never offered to the far end consumer o Call is delivered to the far end user after 9 to 10 rings 2) Originating caller number changed from Intra to Inter State – far end consumer does not accept call because the originating number is not recognized 3) Poor call quality – (Manage this separately from Call Termination Issues) 2 Originating carriers should not signal to the originating consumer that a call is in progress until the far end device has been offered the call intermediate carriers are signaling that the far end device has been offered the call therefore the originating carrier may not know the far end has not been offered the call 3 Some Proprietary and Confidential 3
  5. 5. Voice Quality – Why separate from Call Termination?
  6. 6. Voice Quality – Why separate from Call Termination? Conversion from Analog (Native Voice) to Digital (Both IP and TDM) is performed by a CODEC – more than TWO conversions in a call flow will result in poor quality G.729 G.726 G.711 G.722 G.723 Proprietary and Confidential 5
  7. 7. Voice Quality – Why separate from Call Termination Conversion from Analog (Native Voice) to Digital (Both IP and TDM) is performed by a CODEC – more than TWO conversions in a call flow will result in poor quality CODEC G.711 G.729 G.723 G.726 G.722 Bit Rate/Kbps 64 8 16 32 64 Normal Ethernet Bandwidth/Kbps 90 32 22 54 90 Example Conversions: 1. 2. 3. 4. 5. 6. 7. Bluetooth in Car Cellphone G.723 TDM LD Carrier (Maybe VoIP) Rural Termination (TDM/VoIP?) Analog Line Cordless Phone All carriers operate as expected – call quality is still bad Not rural carrier targeting Proprietary and Confidential 6
  8. 8. Call Termination Ticket Trend
  9. 9. Ticket Trends – Are the trends real? According to incidents reported to Onvoy, the Call termination issues transitioned to Rural CLECs – with two primary targets All ILECs in MN – Except CTC and Park Region CLECs 35 30 25 20 15 10 5 0 Inbound - ANI/CNAM Inbound LD - Can't Call 25 CTC and Park Region CLECs 20 15 FCC Inbound Termination Meeting 10 Inbound - ANI/CNAM Inbound LD - Can't Call 5 0 4/1/2012 7/1/2012 8/1/2012 9/1/2012 11/1/201212/1/2012 4/1/2013 5/1/2013 6/1/2013 7/1/2013 8/1/2013 9/1/2013 Proprietary and Confidential 8
  10. 10. Call Termination Origination Caller Info Change
  11. 11. Trouble Reported – Originating Number Change Originating caller information is being changed, in the middle of the call flow, from Intra to Inter State; terminating carriers has no regulatory authority to trace the call Originating Number: Local = CenturyLink (218) Toll = Pic’d to TDS PIC Originating number correct to this point Data Originating TDS/ LEC US Link Originating number at this point is 347 xxx 4 ? (Qwest) Terminating Number Local = CTC (218) Xxx CenturyLink Long Distance CTC CenturyLiink Rural LEC RBOC Direct Caller ID: Originating number = (347) xxx CTC or its delegate have no regulatory authority to compel carriers in the call flow to disclose the call routing information required to isolate the carrier converting the call – this trouble is likely correlated to the failed call attempts issue 4 CenturyLink validated that the number arrived to them as a 347 xxx number – subsequent testing with Level 3 indicated that Level 3 was in the call flow and that the call was handed to them by Time Warner Cable with the 347 xxx number (347 xxx is a Time Warner Cable number) Please note: Time Warner Cable likely picked this up from their consumer. Proprietary and Confidential 10
  12. 12. Call Flow Example – Originating Number Change Focus work with the FCC and Carriers reduced the issues for a few months, but the trouble has moved again Sum of MOU Column Labels Row Labels 01-2013 02-2013 03-2013 04-2013 05-2013 06-2013 07-2013 08-2013 09-2013 10-2013 Grand Total 3475174 16,639 21,680 24,806 63,126 3475423 12,209 18,434 26,870 57,514 3475606 13,278 25,609 19,905 58,791 3477324 15,884 22,025 29,269 67,178 3477329 50,686 47,054 69,839 3477384 17,797 19,498 30,691 67,985 20,676 20,676 3478087 3478948 37,522 60,306 15,493 3478949 40,542 22,586 190,164 25,644 3479307 19,474 157,844 41,137 8,703 8,516 21,088 11,045 10,951 11,450 71,753 9,069 21,779 11,150 8,146 10,322 60,465 6464676 2,980 2,980 6467220 19,658 3479885 7607058 38,182 8014075 Grand Total 63,377 2,159 4,347 206,810 164,014 210,336 310,194 25,485 101,559 2,188 8019610 5,827 20,641 19,336 43,357 94,054 130,595 295,754 101,604 62,202 65,552 115,310 175,004 514,792 5,827 1,505,797 It has turned in to a game of Wack-A-Mole Proprietary and Confidential 11
  13. 13. Originating Number Change Next Steps?  Onvoy has reached out to all four owners of the originating numbers  Opened case with their respective fraud department  Called repair cases into the respective NOC  All companies are supportively working the reports  Traffic patterns are improving, but we are watching this closely  Based on analysis – It appears the number owner is subject to Toll Fraud  Likely a hacked PBX or VoIP line  If you have a case, please report it  NOTE: A REPORT TO ONVOY DOES NOT MEAN WE ARE WORKING IT  If you want it proactively isolated please let us know  Isolation and trouble analysis is time consuming and will required resources from both our team to resolve Example: We are 15 hours into 1 trouble for CTC where Charter is the Originating carrier Proprietary and Confidential 12
  14. 14. Call Termination Originating Caller Hears Ringing – Far End Does Not
  15. 15. Originating call suspended in the Network Originating calls never offered to the rural LEC are considered “Suspended in the Network” – These calls must be isolated from the originating carrier  Using the call flow from the previous page – the Wholesale LD LCR application is capable of suspending a call while awaiting a route – in the example TWC  The application plays or signals ring back tone to the originating end user office while it looks for an available route to terminate the call  Originating consumer will hear ringing and think the call is completed to the far end when in reality the call is held up at the Wholesale LD Carrier Application ? Wholesale LD Rate Deck Offered IXC Carriers Looking for Terminating Rates to Rural Exchanges Google Voice has reached out to Onvoy and requested our support to isolate a carrier that is suspending calls – some destined for MN ILECs LCR Carrier 347- xxx Exchange Originating Premise LEC PBX (TWC) Number Changed Time Warner Cable sends out via Least Cost Route to CTC CenturyLink CTC Retail Offer Maybe Flat Rate? Proprietary and Confidential 14
  16. 16. Proactive Testing 8 ILECs and 12 Originating Carriers Tested
  17. 17. Call Termination Test – Daily Carrier Testing In cooperation with Rural Minnesota ILECs – Termination in Rural Areas is tested two times a day across 8 ILECs and a dozen origination carriers  Call termination issues began to escalate at the end of March beginning of April  Test calls were set up to identify and isolate issues  8 Participating ILECs provided a resource to answer calls for 30 minutes  Monday – Thursday test calls are run two times a day  Test results are recorded 1) Number of rings both ends 2) Caller ID 3) Did the call complete  Non – performing carriers are contacted to repair (repeat repairs are turned into FCC)  FCC has reached out to non responsive carriers to investigate issues  FCC is also investigating the originating number change to 347, 801, and 760  Originating test lines include: 5 Wireless, 2 VoIP, 3 ILEC, 2 Cable, RBOC, and Our own LCR carriers  2 VoIP carriers issues persist – majority of other carriers running clean (Now) Proprietary and Confidential 16
  18. 18. Local Bypass Toll Calls over Local Trunks
  19. 19. Onvoy SS7 Portal Onvoy’s SS7 Portal enables LECs to view traffic terminating to them on non-Onvoy trunk groups – starts with summary information and allows the LEC user to drill down Terms DPC Destination Point Code - Customer switch destination OPC Originating Point Code - Point Code of the originating switch Call Type Determines if the call(s) to the DPC is considered Wireless, Wireline or Unknown in Nature. Unknown would be if the Originating number is not valid or in a format that is unrecognizable. Orig Jurisdiction Jurisdiction is determined by the relation of the Originating # to the Terminating #. The Values for this field are 8XX, Local, Intrastate, Interstate, Unknown, IntraMTA, InterMTA. A Jurisdiction A-Jurisdiction uses the A-number to set the jurisdiction. So if the charge number is populated and the jurisdiction is local but the A-Number is an interstate number, the Ajurisdiction is interstate. Messages Total number of messages terminating from an OPC to a DPC MOU Proprietary and Confidential Definition Total number of Minutes of Use terminating from an OPC to a DPC 18
  20. 20. Detect Bypass using OVS SS7 Portal Access bypass can be indicated when Originating Jurisdiction column does not match A Jurisdiction column as shown below – toll calls that are made to look local Proprietary and Confidential 19
  21. 21. OVS SS7 Portal – Summary Information Clicking on the blue highlighted messages from the previous screen provides additional data that will allow you to determine the OCN who may be causing the access bypass Onvoy investigated further and found that Brooks Fiber is inserting a local charge number into the call signaling and Qwest/CenturyLink is delivering the call to the LEC Proprietary and Confidential 20
  22. 22. Brooks Fiber Issue Onvoy reported the issue to Qwest/CenturyLink where it has been escalated – Brooks Fiber has been notified by Qwest to correct the issue or Qwest will take action  Call and Record Flow • Brooks Fiber is handing calls off to Qwest/CenturyLink on the Brooks Fiber LIS trunks • A charge number that is local to the called number is being inserted into the call signaling • Qwest uses the charge number to set jurisdiction of the call in their systems and therefore in these cases, the calls are set as local • The LECs receive local call records in their transit files from Qwest • The LEC CABS billing systems do not bill these records because they are local • The LEC will not collect access on these calls - impacting the NECA Pool • Although we have no proof of it at this time, this activity could be causing incoming calling issues if Brooks Fiber publishes a low rate to specific LECs/CLECs and gets more traffic to those locations than they can handle Proprietary and Confidential 21
  23. 23. Request of the FCC (Order Collaboration)
  24. 24. Industry Request for Collaboration with FCC Difficult situation to control, below are tools that can help the industry isolate the offending carriers  Order: Call record retention – minimum 90 days  Order: All carriers must register a “Point of Contact” required to support isolation  Caller ID Change: (Order)  Terminating Carrier has the RIGHT to trace the call back to Originating Carrier  Carriers in the terminating call flow MUST provide the call detail records and upstream carrier information to help isolate the issue  Call Did Not Termination: (Order)  Origination Carrier “Point of Contact” is required to provide Call Detail and Upstream Carrier  Carriers in the Originating call flow MUST provide the call detail records and upstream carrier information to help isolate the issue  Order: Carriers not conforming to the rules will be fined Proprietary and Confidential 23