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crm customer relationship management

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Presentation on theme: "crm customer relationship management"— Presentation transcript:

1 crm customer relationship management
BT Wholesale Planned Engineering Works (PEW) 90 day overview – March to June 2011. The information contained in this presentation is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate at the time of writing and is subject to change. customer relationship management 1

2 BTW 2011 Network Changes – 3 month rolling plan
Whilst BTW has continually worked to enhance its network, we are currently undergoing an exceptional level of change driven by four main drivers:- Stability – to improve the reliability of the network, BTW is targeting certain network elements with hardware and software improvements. Capacity – the need for additional capacity is driven by an increase in the number of broadband users on the 21C network (through migration from 20C and growth) and also by the ever-increasing bandwidth demands of those users. Resilience –to improve the resilience of the network , BTW is actively removing single points of failure from the network New Functionality – to meet the needs of the market BTW needs to enhance its network to deliver the services its customers require. There is a current focus on efficient content delivery that will be offered through the Wholesale Content Connect product. This presentation outlines the key upgrade programmes, their drivers, customer impact and the number of upgrades per programme per week. BTW is keen to deliver all the required improvements as quickly as possible whilst actively managing the risk to customers. For this reason a range of run-rates against each programme has been outlined. The actual run-rates achieved will be determined by this ongoing live analysis of risk. Customer outage times for the PEWs start between 00:01 and 02:00 with the aim of completing customer impacting work by 04:00. This allows 2 hours for roll-back should the PEW be unsuccessful. Business as usual capacity upgrades and upgrades to resilient structures have not been listed here. All the activities outlined on slides 2, 3 and 4 involve an end user outage.

3 20C Upgrades Key:- 1 # Planned month for upgrades
Key Drivers Upgrades Complete / Total EUs per upgrade Upgrades per PEW Affected Products Av. End user outage (Mins) Upgrades per week Month March April May June 20C BRAS Code & Card Functionality/ Stability Pt /194 Pt2 - 33/194 Av 10500 Min 3000 Max 18000 1 - 3 IPSC 120 18– 48 1 20C BRAS code & card – this upgrade is needed to get the Juniper ERX BRAS ready for HQOS which is required for WCC (content). Rollout (Pt1) of Junos code only is proceeding as this does fix some minor stability issues on the BRAS. Pt 2 will add new cards and HQOS and is currently being tested with a view to intercepting the Pt1 rollout plan. Key:- Outage is defined as full loss of service Planned month for upgrades Contingency month for upgrades – 20% likelihood Contingency month for upgrades – 50% likelihood See diagram on slide 5 for network location #

4 21C Upgrades 3 5 6 7 21C BRAS code & card upgrade SVLAN moves
21C BRAS (Ericsson) code & card upgrades – Upgrade will see final upgrades for new code, improved processor cards (with greater memory) and Premium Forwarding (HQOS). Upgrade Key Drivers Upgrades Complete / Total EUs per upgrade Upgrades per PEW Affected Products Av. End user outage (Mins) Upgrades per week Month March April May June 21C BRAS code & card upgrade Stability, Capacity, Functionality 3/151 (2nd upgrade) 0/151 (3rd upgrade) Av 17000 Min 0 Max 32000 1 – 3 WBC 100 24-48 Provider Edge switch Separation Capacity 15 / 15 Av 20000 1 WBMC (host link) 180 0 - 1 SVLAN moves Capacity, Stability 1100 / 1100 BAU - Ongoing* Av 800 Max 1000 1 – 5 35 32-40 FER MCLAG & Virtual Switch Resilience, 5 / 16 Av 50000 Min 1000 Max 60 1 - 2 Provider Edge switch separation – these upgrades increase core capacity – directly benefits WBMC Shared and Ethernet 3 SVLAN moves - these moves offload SVLANs (bundles of Broadband traffic) from one BRAS to another. This is carried out to alleviate capacity issues upgrades (complete). 5 6 7 FER MCLAG & Virtual Switch – two separate upgrades that together improve capacity and resilience of WBMC shared * Not including BAU capacity mgmt moves which will be ongoing at estimated rate between 32 and 96 per week

5 ETHERNET (Copper Access Only)
21C Upgrades 7750 code upgrade – these Multi-service boxes are located at different points of the network. This upgrade indirectly enhances the capacity of these boxes (allowing new hardware to be used) and is a pre-requisite for TV connect Upgrade Key Drivers Upgrades Complete / Total BB EUs and/or Ethernet Circuits per upgrade Upgrades per PEW Affected Products Av. End user outage (Mins) Upgrades per week Month March April May June 7750 Code Upgrade [EES, EEA & IEA ] Capacity 669/1243 BB EU’s Av 20000 Max Ethernet: Av 60 Ccts Max 900 Ccts 1 WBC MEAS ETHERNET 5 Access MCLAG Resilience 197 / 580 Av 2500 Min 0 Max 8000 4 - 12 Copper MSAN 3146 /3365 Av 600 Max 992 >120 3 300 – 500 MPLS Core Router Code Upgrades Code update 3/120 Max WBMC 180 (240 Max) 1 (Mar to mid-April) 4 (mid-April onwards) EFM Code Upgrade Functionality 379/ 730 Ethernet Av 7 Ccts Max 60 Ccts ETHERNET (Copper Access Only) 15 (30 max) 80-100 Access MCLAG – removes single point of failure between MSAN (mostly Fibre MSAN which could aggregate several Copper MSANs) and metro node to improve overall availability 8 Copper MSAN upgrades – support improved resilience and Annex M functionality 9 MPLS Core Router Upgrades – required as existing software is soon to become “End of Life”. 10 FEFM Code Upgrades – Required to upgrade code to provide greater service assurance functionality 11 12 * Not including BAU capacity mgmt moves

6 Re-planned PEWs The level of network change that BTW is driving through inevitably leads to a need to re-plan a number of PEWs. The reasons for these re-plans include:- unforeseen technical issues specific to (or indirectly impacting) that programme, re-prioritisation of work, insufficient time to complete all work on the night and operational decisions. BTW have made some improvements to the management of re-planned PEWs and where possible will seek to avoid using Emergency PEWs for this re-planned work. In some cases re-planned work will need to be carried out with less notice.

7 Re-planned PEWs Specific Programmes with high proportion of replans:-
Reasons 20C BRAS Code & Card upgrades Unforeseen technical issue impacting operational mgmt of some BRAS Delayed fix meant re-planned PEWs had to be moved again FER MCLAG upgrades Prioritisation (before Xmas) decision to re-allocate resource to BRAS MCLAG programme Process issues have led to abort decisions on the night before service impacted. This is under review & some shorter-notice PEWs (~ 1week) may be required to avoid capacity issues 7750 Code upgrades Productivity issues (now resolved) meant high proportion not upgraded on the night Additional checks were requested from the vendor to provide better control on the night for the most heavily loaded 7750s. This meant that some of the PEWs were replanned. These are now being carried out.

8 Broadband Services on 21CN
11 9 10 3 4 8 8 8 6 5 8 11 7

9 Ethernet Service on 21CN F 21CN Core F Key 8 12 8 8 8 EEA/EES EEA/EES
EFM 8 EEA/EES F 8 8 Key EEA/EES ETHC Ethernet Circuit ETHA Ethernet Access (Fibre/Copper) 7750 Edge Router EFM Router Customer / CP Site EEA/EES EFM

10 Descriptions Colossus refers to BT's 20C UK core Internet backbone network mesh which runs on IP technology NGA – Next generation architecture. Fibre based internet access such as FTTC/FTTP (Fibre to the cabinet/premises) DSLAM - A Digital Subscriber Line Access Multiplexer (DSLAM, often pronounced dee-slam) allows telephone lines to make faster connections to the Internet. It is a network device, located in the telephony exchanges of the service providers, that connects multiple customer Digital Subscriber Lines (DSLs) to a high-speed Internet backbone line using multiplexing techniques. GEA – Generic Ethernet access, allows local loop equipment (e.g. Openreach) to be connected to fibre. EU – End User. The consumer or business that uses the WBC connection Access Node – A local exchange containing one or more MSANs Metro Node – The backhaul network from the Access Nodes terminates on the metro nodes. BRAS - A broadband remote access server (BRAS or BBRAS) routes traffic to and from the digital subscriber line access multiplexers (DSLAM) on an internet service provider's (ISP) network. The BRAS manages the logical path from the consumers modem through to the IP core network. Core Node – One of 20 sites where WBC traffic is aggregated and handed over to CPs LPA - Logical PoP Aggregator (a router that aggregates the traffic from BRASs at a 20C broadband point of presence) Fibre MSAN – Fibre MSAN provides both direct access for Fibre fed customer services and aggregation/resilience protection to the Network. MSAN is essential a next generation DSLAM. This is essentially the edge of 21C transmission backhaul. MPLS Core- Multi-Protocol Label Switching Core network. A high speed IP network, where packets are given a predefined route and pass straight through, Unlike a normal IP network where each packet is inspected and routed by each node in the network. Copper MSAN -Copper Multi Service Access Node equipment provides all Access for Copper/Metallic fed services, PSTN Voice DSL, Broadband, Slow Speed Ethernet and converts the end user service to IP. AP - Aggregation Point. This is where multiple end users are aggregated into a single path for connection to the CP. Allow CPs access to broadband end users EEA – Ethernet Edge Aggregator (a 7750) EP - Extension Path. This is the connection from the AP at the WBC Interconnect Node to the CP. EFM – Ethernet in the First Mile. Ethernet over copper access IEA – Internet Edge Aggregator (a 7750) Multiplexing – Many of these network elements perform the same functions of multiplexing many transmission pathways onto a single pathway, such that a point is reached where a single physical connection can route connections into an ISPs network. EES – Ethernet Edge Switch (a 7750) MSIL - Multi-service Interface Link is the Ethernet pipe connectivity between BT’s and CPs’ 21CN networks. MSIL provides for the needs of WBC, WBC (Converged) and NGN Call Conveyance. Alcatel 7750 Infrastructure Ethernet Aggregation Switch (IP Multiplexor) BEA - Broadband Edge Aggregator. FER – Front End Router MSPE – Multi-service Provider Edge Takes 20C BRAS capability closer to the end user. Less latency. MCLAG – Multi-chassis Link Aggregation Group –

11 Management of risk In addition to the standard risk mitigation that would be in place for any network upgrade project, BT is applying additional rigour as outlined below:- Co-ordination of PEW activities to avoid co-incident clashes with other network and systems changes. Geographical rollout to focus Field Engineering resource and spares for 72 hour post-PEW support following higher-risk PEWs Daily calls to sanction all PEW activity for following night based on latest available information Separate Go / No go calls for all key upgrades On-the-night efficiencies to reduce risk of failures and overruns. Combinations of co-incident BRAS upgrades scheduled to minimise impact on RADIUS servers Additional resource being mentored to widen the skill sets and spread available hands Review of previous night’s PEWs with full root-cause analysis of issues and over-runs and mitigations put in place to minimise re-occurrences

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