SmartCare Service Assurance Solution

Beyond Satisfied KPI, Collaboration for Happy End-User

HUAWEI TECHNOLOGIES CO., LTD.

Content

Trends and Challenges

SmartCare Service Assurance Overview

Successful Cases

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 2

Service Assurance Challenges

How to forecast resource requirements for network planning or new
Go-To-Market

service & application& Smartphone launch?

How to prevent signaling storm caused by Smartphone increase?

How to design and establish the platform which can support service
Service Operation
Enhancement

quality and end-users experience assurance?

How to facing the exploding of the service and bandwidth?
How to integrate to existing O&M process?

VIP/VAP Care

Reduction of Subscriber Churning Ratio

How to proactively care VIP and rescue VAP?

How to differentiate QoS for better VIP experience?

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 3

SmartCare @Enabling Chain

NPM
Realize visible
Networks for multivendor network

SQM
Be capable to evaluate E2E
service quality of different
types

NPM

CEM
Be conscious of each
users perception

SQM

Service

Service

CEM

Discovery
Improvement
Assurance

SmartCare
Product

SmartCare
Multi-vendor network data capturing
PB-level data processing & storage
Real-time monitoring & query

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 4

Content

Trends and Challenges

SmartCare Service Assurance Overview

Successful Cases

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 5

SmartCare Solution Overview

CEM

Evaluate service quality for individual user

Enable fast fault-demarcation & troubleshooting

SQM

Enable accurate service quality evaluation with KQI

Proactive and preventive management of service quality

NPM

End-to-end visualized network assurance

Integrated management for multi-vendor network

Distribution DB (Mass Storage Parallel Computing

Embedded Probe

Interface Probe (Net Probe)

IP Probe

HUAWEI TECHNOLOGIES CO., LTD.

Wireless
Probe

3rd party Probe

CS Probe

PS Probe

Huawei Confidential

Page 6

EMS/NMS

SmartCare Solution Architecture

Application
Layer

SQM, CEM, PM, FM

Data Processing
Layer

Data Capturing
Layer

Data Source
Layer

Netview

Visual IP

IPTV

HUAWEI TECHNOLOGIES CO., LTD.

MOS5200/3rd Party
PM

Probes/3rd Party

IP Bearer

PS & CS
Core

Huawei Confidential

MOS5100/3rd Party
FM

PM Mediation

2G & 3G
Radio

Page 7

FM Mediation

VAS

OSS/3rd
Party

Comprehensive MBB visibility

NPM

Visible Bandwidth
HUAWEI TECHNOLOGIES CO., LTD.

Visible Terminal
Huawei Confidential

SQM

Visible Service Content

Page 8

CEM

Facilitate Network O&M

NPM

SQM

Failure Cause Report

Breached Alarm

KPIs
Threshold

Threshold
Breached Alarm
Time

Network topology status

Incoming Call
Flow

KPI monitoring & reporting

Call loss analysis.

Highlights

Unified operation for Core network and IP bearer network, Accurately measure the service path quality between NEs.
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 optimization
HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 9

CEM

Improvements in SQM Process

NPM

Improvements of SQM process:

Moving from KPI monitoring to KQI

SQM

CEM

Service Quality
Trouble-shooting / Improvement / Management

Moving from Network/Cell level statistics

to Subscriber level statistics

Offers :

A much more accurate picture of the

whole network and real quality that the

OoE

KQI

subscribers are experiencing.

KPI

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Improved Assess-ability.
Visibility and Manageability

monitoring , and then QoE management

Page 10

Subscriber level

Network/Cell level

KPI-KQI Methodology
SQM

WEB/
WAP

KQI

KPI

Voice

E2E Connect Rate

Assignment
Success Rate

Paging Success
Rate

EMAIL

FTP

E2E Connect Duration

TCH Assignment
Success Rate

MMS

E2E Call Drop Ratio

TCH Congestion
Ratio

Routing
Success Rate

KQI --Describe the Real Experience of Subscribers

KPI --Describe the Performance of Network Element

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

NPM

SQM

IM

Video

CEM

Good Voice Quality Ratio

Authorize
Success Rate

Page 11

...

Example of KQI Monitoring

NPM

WEB/
WAP

Voice

EMAIL

FTP

MMS

IM

Video

KQI Monitoring:

Dashboards.

GIS Map.

Customized Threshold

Total View, City View, NE View, Cell Groups

View.

Real-Time Alarm.

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 12

SQM

CEM

Example of KQI Analysis

NPM

SQM

CEM

Find the abnormal KPI

E2E Call Connect Rate Failure Distribution

TCH Congestion Rate

Paging Success Rate
LA Success Rate
O-Call Connect Rate
T-Call Connect Rate

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 13

KQI-QOE Methodology
SQM

NPM
Step2 QoE Survey

Step 1 KQI Monitoring

1.
2.
3.
4.

1. MethodPhone survey
2. QuestionnaireSatisfaction of the quality of Service, including QoE and
sub-QoE.
3. PerformerCall center (Trained by QoE Experts)
4. Sample Size: 900~1,000 users from those monitored
5. Potential Risk: Might annoy the end users, how to control?

PrecisionKQIs for use of each specific service

Time Span: 2~4 weeks, 7*24 hours
Sample SizeAbout 20,000
Sample StructureUser groups of different user behavior, and
from different regions.

Objective

Subjective
QoE score from phone
survey

Data from KQIs

monitoring
KQI Monitor

QoE Survey

Mapping KQI to QoE

Step3 QoE-KQI Modeling
MethodRegression analysis+

HUAWEI TECHNOLOGIES CO., LTD.

CEM

Huawei Confidential

Page 14

The Methodology of deriving KQIs and QoE

NPM

Perception

CEM

User QoE

User
Set up Customized Service
Model

SQM

QoEn=f( KQI1,KQI2.. KQIn), f( KPI1,KPI2.. KPIn)

Define KQI from end users

view
Service Quality

Data services KQIs

Voice services KQIs

KQIn=f( KPI1,KPI2.. KPIn)

Network
Performance
Radio KPIs

Node B
HUAWEI TECHNOLOGIES CO., LTD.

Bearer Network KPIs

RNC

MSS/
MGW

Huawei Confidential

IP
Network

Core Network / VAS KPIs

MSS/ RNC
MGW
Page 15

Node B

QoE Modeling Case in Philippine

NPM

SQM

QoE Score Surveyed by Third-Party: 4.12

QoE Score based on Modeling Formulation: 4.07

Access Success Rate%

99.13

Access DelaySecond

6.93

Call Drop Rate%

1.17

Voice Service Quality

3.4

Estimated QoE Score

4.06967

QoE-KQI Modeling Based on KQI Monitoring and QoE Survey

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 16

CEM

CEM Solution Component

NPM

Device

Providing way to find out the

bad user experience and
perform the optimization
more efficiently

SQM

CEM

Providing visibility to specific

device types being used by the
customers

VAP
Rescue

VIP Care
Accurately measuring the
experience of VIP and
quickly handling their
complaints

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 17

Enable Consistent VIP Assurance

NPM

SQM

Benefit to Operator:
Network and Service Problems Can Be found and Resolved in Advance, Which Proactively Prevent Users Complaints.
Fast Response to VIP Users Complaint with High Efficiency and Lower Cost.

VIP-Oriented Cell Optimization

VIP-Oriented Service Optimization

KQI monitoring and Analysis on VIP

Group /Individual

VIP-Oriented
Network
Optimization

Enable VIP
Experience
Improvement

VIP Failure and Location Analysis

VIP CARE
Efficient VIP
Complaint
Handling

HUAWEI TECHNOLOGIES CO., LTD.

Real-time E2E Call Trace

Elaborate Historical Call Records

Huawei Confidential

Page 18

CEM

Example of VIP Assurance

NPM

SQM

VIP Transaction

VIP Failure Distribution

VIP Distribution

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 19

CEM

Enable VAP Rescue

NPM

By Service KQI Assessment

NO

VAP Problem Segregation

VAP Ratio
Reduction

By Region

By Network (Radio, Core, SP)

CEM

VAP Definition

SQM

By Device

Yes
VAP
Definition

End

KQI Monitoring

Solutions

CDR and Call Flow Analysis

Handset Performance Evaluation

Typical Failure Cause Analysis

HUAWEI TECHNOLOGIES CO., LTD.

VAP
Report

VAP Problem
Segregation

Solutions

Benefit : Lower VAP Ratio & Less End-Users Complaints

Huawei Confidential

Page 20

Example of VAP Definition and Segregation

NPM

VAP Classified by
KQI and identify
different level of
VAP Groups

Failure cause
distribution and
Problem location

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 21

SQM

CEM

Smart Phone Analysis

NPM
Various Terminal models, how
about their work in network?

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
HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 22

SQM

CEM

Content

Trends and Challenges

SmartCare Service Assurance Overview

Successful Cases

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 23

Global Commercial Deployment

SmartCare typical application

Shared information

Comprehensive & flexible network

monitoring

Rank No.1 in China, developed

fast over the world

2011 new breakthrough

14 new commercial sites in
2011

NetView Core CS/PS +

VisualIP + Nastar

Austria
Pakistan

NetView CS
Pakistan

Sweden

Saudi

NetView PS (embedded probe)

+ Nastar

NetView Core CS/PS + RAN

Saudi
VisualIP
Mexico

Austria

NetView PS (embedded probe)

HUAWEI TECHNOLOGIES CO., LTD.

30+ global cases

500+ employees

Joint R&D team

High-end Expert
Huawei Confidential

Sweden

Hong Kong

Hong Kong

Mexico

Page 24

Iraq

Peru + Ecuador

Shenzhen Universiade Network Assurance

Background
The 26th World University Games was held in Shenzhen China on August
12, 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 < 30
seconds
Reliable Storage: 30 days CDR,65T storage capacity
Abundant Services: Service performance analysis, Customer experience
analysis, Market supporting

Outstanding Award by CMCC

Huawei'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.
HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 25

Optimize The Bad Experience

China Unicom: Reducing 57.6% of the User Complaints

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

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 26

End-User Satisfaction
China Mobile100% VIP Subscriber Experience Care
Routine KQI monitoring, triggers network
optimization

50% of potential complaints are found in advance

100%VIP Experience Care

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 27

Thank You

HUAWEI TECHNOLOGIES CO., LTD.

Huawei Confidential

Page 28