Contents. 1. Introduction. 2. Fundamental RQMS Concepts, Responsibilities, and Reporting. 3. Network Elements Outage Measurements

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1 Contents Contents 1. Introduction 1.1 General Scope Organization of RQMS Major Changes in This Issue of GR-929-CORE Requirements Terminology Requirement Labeling Conventions Numbering of Requirement and Related Objects Requirement and Objective Object Identification Fundamental RQMS Concepts, Responsibilities, and Reporting 2.1 Evidence and Provision of Measurements Changed or Incorrect Data Fundamental Concepts Underlying the Measurements, Data and Plots Aggregation and Source of Data Definitions Number of Systems Field Operation-Months Release Aligned Plots Measurement Time Span of Generics Objectives Defined Objectives Service Provider Responsibility RQMS Performance Reporting and Report Formats Cover Page and Introduction Section Executive Summary Section Measurements Analysis Section Conformance to RQMS Measurements Section Network Elements Outage Measurements 3.1 General General Terminology and Requirements: Switching NEs Measurements NE Outage Performance Measurements - Switching/HVOPS Total Outage DPM - Switching Partial Outage DPM - Switching Total Loss of CCS Capability DPM - Switching Total Outage OFM - Switching Partial Outage OFM - Switching Total Loss of CCS Capability OFM - Switching Quarterly Reporting of OFMs - Switching Voice Over Packet, Access Switch, and DSLAM NE Outage Measurements Access Switch Architecture and Definitions v

2 Contents Voice Over Packet Architecture and Definitions DSLAM Architecture and Definitions VOP, Access Switch, and DSLAM NEs Outage Performance Measurements Total Outage DPM - VOP/Access Switch/DSLAM CCS Isolation Outage DPM - SNC Partial Outage DPM - VOP/Access Switch/DSLAM Total Outage OFM - VOP/Access Switch/DSLAM Partial Outage OFM - VOP/Access Switch/DSLAM CCS Isolation Outage OFM - SNC Quarterly Reporting of OFMs - VOP/Access Switch/DSLAM Broadband Multi-Service NE Measurements Broadband Multi-Service NE Architecture and Definitions Service Grade Overview Carrier Grade Premium Application Grade Standard Application Grade BM NEs Outage Performance Measurements Total Outage DPM - BM NE Partial Outage DPM - BM NE Total Outage OFM - BM NE Partial Outage OFM - BM NE Quarterly Reporting of OFMs - BM NE Transport NEs Measurements Total Outage DPM - Transport Total DWDM-FR NE Failure Partial Outage DPM - Transport Partial DWDM-FR NE Failure Total Outage OFM - Transport Partial Outage OFM - Transport Quarterly Reporting of OFMs - Transport Integrated Network Element Manager Total Outage DPM - INEM Partial Outage DPM - INEM Total Outage OFM - INEM Partial Outage OFM - INEM Quarterly Reporting of OFMs - INEM Outages Due to Procedural Errors Service Impact of Outages Service Impact of Total Outages for Circuit Switches Method for Determining Blocked Calls During a Total Outage Reporting Formats Common Measurements 4.1 Software Insertion and Maintenance Option 1 - Software Release Application and Patching vi

3 Contents Option 1 - Software Release Application Option 1 - Software Release Application Problems Option 1 - Software Release Application Aborts Option 1 - Patches Option 1 - Released Corrective Patches Option 1 - Defective Corrective Patches Option 1 - Defective Feature Patches Option 1 - Patches Not Propagated Within Severity Threshold Option 1 - Manual Intervention Patches Option 2 - Software Update Option 2 - Purpose, Definitions and Rules Option 2 - Released Software Update Volume Option 2 - Defective Software Update Volume Option 2 - Software Update Propagation Option 3 - Software Update and Patching Option 3 - Software Update and Patching Problem Reports Total Problem Reports Total Problem Reports by Severity Level Problem Reports by Severity by Release Fix Response Time Overall Fix Response Time Software Fix Response Time Rate of Closure of Overdue Problem Reports Product Change Notices - Supplier Applied Product Change Notice Closure Rate of Closure of Overdue PCNs Circuit Packs First Year Return Rate Post First Year Return Rate No Trouble Found Appendix A: Severity Definitions and Outage Causes A.1 Introduction A 1 A.2 Severity Definitions for Switching and Transport Systems A 1 A.3 Severity Definitions for INEM A 3 A.4 FCC Outage Categories per FCC Docket A 3 A.5 Direct and Root Cause Definitions, per FCC Docket A 5 A.5.1 Direct Cause Definitions A 5 A.5.2 Root Cause Definitions A 8 Appendix B: RQMS Measurement Objectives by Product B.1 Switching NEs B 2 B.1.1 Objectives for End and Tandem Office Switch B 2 B.1.2 Objectives for HVOP B 6 B.1.3 Objectives for STP B 10 vii

4 Contents B.1.4 Objectives for Public Packet Switch B 13 B.1.5 Objectives for Automatic Call Distributor B 15 B.1.6 Objectives for Voice Messaging B 17 B.1.7 Objectives for SCP-Basic Services B 20 B.1.8 Objectives for SCP-Enhanced Services B 24 B.1.9 Objectives for SCP Service Logic B 27 B.1.10 Objectives for Intelligent Peripheral B 29 B.2 Voice Over Packet and Access Switch NEs B 32 B.2.1 Objective for Access Switch B 32 B.2.2 Objectives for Broadband Multi-Service NE B 35 B.2.3 Objectives for Trunk Gateway B 40 B.2.4 Objectives for Access Gateway B 42 B.2.5 Objectives for Service & Network Controller B 45 B.2.6 Objectives for DSLAM B 48 B.3 Transport NEs B 51 B.3.1 Objectives for DWDM-FR B 51 B.3.2 Objectives for DWDM-PL B 54 B.3.3 Objectives for DCS B 57 B.3.4 Objectives for SONET B 60 B.3.5 Objectives for NGDLC-HDT/RDT B 66 B.3.6 Objectives for NGDLC-COT B 69 B.3.7 Objectives for NGDLC-ONU B 72 B.3.8 Objectives for Optical Cross-connect (OCS) NE B 72 B.3.9 Objectives for Cell-based Dynamic Cross-connect (CDC) B 75 B.4 Integrated Network Element Manager B 78 References Glossary Requirement-Object Index viii

5 List of Figures List of Figures Figures Figure 2-1. Objective and Actual Performance Improvement Example Figure 3-1. Access Switch Architecture Figure 3-2. Voice Over Packet Set of NEs Architecture Figure 3-3. BM NE Architectual Overview Figure 3-4. Chart Type Figure 3-5. Chart Type Figure 3-6. Chart Type Figure 3-7. Chart Type Figure 3-8. Chart Type Figure 3-9. Chart Type Figure 4-1. Option 1 - Software Release Application Problems Figure 4-2. Option 1 - Software Release Application Aborts Figure 4-3. Option 1 - Released Corrective Patches for Non-End Figure 4-4. Office/Tandem Option 1 - Released Corrective Patches for End Office/Tandem Figure 4-5. Defective Corrective Patches Figure 4-6. Defective Feature Patches Figure 4-7. Option 1 - Manual Intervention Patches Figure 4-8. Total Problem Reports Figure 4-9. Problem Reports by Severity Figure Problem Reports by Severity by Release Figure Overall Fix Response Time by Severity by Month Figure Software Fix Response Time by Severity Figure Rate of Closure of Overdue Problem Reports Figure PCN Closure Figure Rate of Closure of Overdue Product Change Notices Figure Process Flow of Circuit Pack Returns ix

6 List of Tables List of Tables Tables Table 3-1. Outage Data by Software Release Table 3-2. Formulas for Outage DPM and OFM Calculations Table 3-3. Example: Outage Frequency Measurement for End Office Table 3-4. Example: Outage Frequency Measurement for VOP/Access Switch Table 3-5. Example: Outage Frequency Measurement for BM NE Table 3-6. Total DWDM-FR NE Failure Events/Month Table 3-7. Partial DWDM-FR NE Failure Events/Month Table 3-8. OFM for Transport NEs by NE Type (Example) Table 3-9. Example: Outage Frequency Measurement for INEM Table Example Reporting - Outages Due to Procedural Errors Table Formula for Total Outage DRM/month Calculations Table Total Outage DRM per Month for Switching NEs Table Example: Monthly DRM Total Outage Measurement Table 4-1. Index to Measurements with Page Numbers Table 4-2. Table 4-3. Table 4-4. Illustration of Methods of Insertion of New Release and of Maintenance Option 1 - Software Release Application Data by NE Type by Release Option 1 - Defective Patch Data by NE Type by Software Release Table 4-5. Option 1 - Number of Patches Not Propagated by Month Table 4-6. Option 2 - Defective Software Update - Data by NE Type by Software Releases Table 4-7. Option 2 - Released Software Update Volume- Example of Initial and Dot Releases Table 4-8. Option 2 - Number of Defective Software Updates Table 4-9. Option 2- Number of Software Update Fixes Not Propagated by Month Table Problem Report Data by NE Type by Software Release Table Fix Response Time Data by NE Type by Software Release Table PCN Data by Product Table First Year Return Rate Report - Top Ten Codes with the Highest Number of Returns Table First Year Return Rate Report - Circuit Pack Codes Table First Year Return Rate Calculation- Example Table Post First Year Report - Top Ten Codes with the Highest Number of Returns Table Post First Year Report - Circuit Pack Codes Table Post First Year Return Rate Calculation- Example Table No Trouble Found (NTF) Data by NE Type Table B-1. Index of Appendix B Tables with Page Numbers B 1 Table B-2. Objectives for End and Tandem Office Measurements..... B 2 Table B-3. Objectives for HVOP Measurements B 6 x

7 List of Tables Table B-4. Objectives for STP Measurements B 10 Table B-5. Objectives for Public Packet Switch Measurements B 13 Table B-6. Objectives for ACD Measurements B 15 Table B-7. Objectives for Voice Messaging Measurements B 17 Table B-8. Objectives for SCP-Basic Services Measurements B 20 Table B-9. Objectives for SCP-Enhanced Services Measurements.... B 24 Table B-10. Objectives for SCP Service Logic Measurements B 27 Table B-11. Objectives for Intelligent Peripheral Measurements B 29 Table B-12. Objectives for Access Switch Measurements B 32 Table B-13. Objectives for BM NE Measurements B 36 Table B-14. Objectives for Trunk Gateway Measurements B 40 Table B-15. Objectives for Access Gateway Measurements B 42 Table B-16. Objectives for Service & Network Controller Measurements. B 45 Table B-17. Objectives for DSLAM NE Measurements B 48 Table B-18. Objectives for DWDM-FR Measurements B 52 Table B-19. Objectives for DWDM-PL Measurements B 54 Table B-20. Objectives for DCS Measurements B 58 Table B-21. Objectives for SONET Measurements B 61 Table B-22. Objectives for NGDLC-HDT/RDT Measurements B 66 Table B-23. Objectives for NGDLC-COT Measurements B 69 Table B-24. Objectives for NGDLC-ONU Measurements B 72 Table B-25. Objectives for Optical Cross-connect NE Measurements... B 73 Table B-26. Objectives for Cell-based Dynamic Cross-connect NE Measurements B 76 Table B-27. Objectives for Integrated Network Element Manager Measurements B 79 xi