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					Working together to minimise customer
risk on migration to BTs next generation
network known as 21CN


  Presentation for the Emergency Services




                    Name
                     Position
                                            1
                        21CN - Working together

• Thispresentation is made on behalf of
the companies that provide
communication services for emergency
and other essential services in the UK

• They are BT, Cable and Wireless, Global
Crossing and Kingston Communications

• We recognise the importance of working
together to minimise customer risk



'Cautionary  Statement - The information in this
presentation relates to plans is subject to consultation and
may be subject to change.

                                                               2
           21CN - why are we here today?
• To promote awareness of 21CN
• To offer reassurance that due care and
  consideration is being given to managing critical
  services on the night of customer transfer
• To confirm that as customer transfer approaches
  detailed local plans will be developed
• To look at the impact of transfer to 21CN:
   – From the perspective of a member of the
      public
   – From the perspective of an emergency
      service‟s control room
• To discuss next steps on actions required
• Q&A


                                                      3
                                what is 21CN?
•   21CN is fundamentally about customer choice;
•   It is a world leading software driven customer network and
    introduces a new, simpler portfolio of next generation services that
    puts flexibility and choice in the hands of BT‟s customers;
•   21CN is the foundation for BT‟s transformation into a software driven
    communications business;
•   21CN is a open platform for innovation by BT, our customers and
    our partners.
•   Customers can access converged communications and cloud
    services directly through self-service or as fully-managed services;
•   Network simplification by collapsing 17 platforms into one global
    platform;
•   It‟s an open environment – open systems, standards, APIs and an
    open philosophy;
•   21CN is made up of a number of inter-dependent programmes              Converged
                                                                             Core
     –   Converged Core                                                             Converged
                                                                   21CCE
     –   21CCE                                                                      portfolio

     –   IT Enablement                                                        IT
                                                                                        4
                                                                           Enablement
     –   Converged Portfolio.
                                  21CN - what does it mean?

      • Involves the transfer of over 30 million lines in
        more than 5,500 exchange sites over 5 years
      • 21CN will carry both today‟s and tomorrow‟s voice,
        data, video-on-demand and broadband services
        on an IP-based network
      • Migrations initially will be network led but there is
        opportunity for Communication Providers to have
        an element of choice on timings and numbers of
        lines migrating
      • Customer migration is by product set. For
        example, voice services migrate at different times
        to broadband services
      • Customer migration within an exchange area is
        random: telephone number sequences are not
        grouped by street
      • This affects *ALL service providers who carry their
        products and services over BT lines

* If you are connected to a cable service, are a customer of Kingston Communications in East Yorkshire, or do not require a
BT line for your phone, broadband or ISDN services, you won't be affected by the rollout of BT's new telecommunications     5
network. In these instances, your current telecommunications arrangements will continue to apply. Mobile services will not
be directly affected.
       South Wales Pilot – What‟s Happening?

• We did begin pilot activity in South Wales.
• It has proved invaluable, including feedback from our CP customers
  and their end users.
• Feedback secured from end users and CPs, together with other
  inputs on changing market dynamics, have helped us to change our
  approach to 21CN.
• We have re-prioritised from voice to next generation broadband as a
  result which has commenced in the West Midlands
• We will continue to trial new 21CN products and services with our
  customers and learn from the resulting feedback.
• The next set of migrations in the South Wales area will take place
  17th July 2008




                                                                    6
   South Wales Pilot - Defining numbers critical to
                   public safety

• Nominations made by the telecoms industry
• Industry reviewed and prioritised nominations -
  final decision rests with BT Operate
• List will be maintained throughout the South Wales
  Pilot migration period
   –   999/112
   –   18000 – Text Direct
   –   Child-line – Non-Geographic
   –   Number
   –   Samaritans – Non-Geographic
   –   Numbers
   –   101 Single Non Emergency
   –   Number
   –   1212 Metropolitan police non
   –   emergency number
   –   NHS Direct
   –   NHS 24 (Scotland)
   –   Transco Gas Leak Reporting
   –   Number
   –   Anti-Terrorist Hotline                          7
    South Wales Pilot - What is the impact on the public?
       • 21CN migration is being managed carefully to minimise the
         impact on 999 and other essential life or death services
       • For network led migrations there is a public information
         campaign called „switched-on‟ that provides background on
         the process of migration to 21CN. This includes a publicly
         available website. www.switchedonuk.org
       • *Every customer and payphone line will have a break in
         service as they are disconnected from today's network and
         reconnected to 21CN
       • 21CN migration involves technology and data changes.
         There will be an unavoidable short delay before service is
         resumed
       • The number of necessary service breaks will be kept to a
         minimum and for the shortest required duration
* If you are connected to a cable service, are a customer of Kingston Communications in East Yorkshire, or do not require a
BT line for your phone, broadband or ISDN services, you won't be affected by the rollout of BT's new telecommunications     8
network. In these instances, your current telecommunications arrangements will continue to apply. Mobile services will not
be directly affected.
      South Wales Pilot - What is the impact on the public?
      • Engineering activity that impacts on customers‟ services can take place
        24/7 but wherever possible will take place during the night
      • Mobile phone services are not affected*
      • The communication providers will be monitoring the network to ensure
        there are no 999 voice calls in progress at the point of transfer
      • 21CN is not VoIP but 999 calls made over VoIP cannot be monitored
      • The network, processes, systems, functionality and compatibility will be
        rigorously tested before the start of migration
      • During migration:
             – customers will not be able to make or receive calls -
               including calls to the emergency services
             – incoming callers during this period will hear ring tone but
               no reply
             – there will be no network announcements

* If you are connected to a cable service, are a customer of Kingston Communications in East Yorkshire, or do not require a
BT line for your phone, broadband or ISDN services, you won't be affected by the rollout of BT's new telecommunications     9
network. In these instances, your current telecommunications arrangements will continue to apply. Mobile services will not
be directly affected.
South Wales Pilot - Clear, consistent communications

  • Pan-industry agreed communications programme
     for consumers and SME end users
Consumers – one phone number to call: 0800 030 4000
 & single – one website to visit: www.switchedonuk.org
site SMEs – customised door drops across the UK



 • Direct briefings by communications providers for corporate end users

             – using centrally agreed briefing materials
Corporates




                                                                          10
                     21CN Migration Definitions

                      Voluntary                                                  Planned
End-user voluntary                  CP Voluntary                          Network migration &
    migration                        migration                            product retirements
  CP will determine that      CP makes the choice to move         BT specifies the timing (which may be
   they want to offer a       all or part of its customer base    subject to some form of consultation)
    particular service             on a geographic basis

• CPs will ask BT to move     • Move from product X to           • Closure of switch or platform = BT sets the
  their end users as they       product Y                          date(s) and End users informed via
  choose to move                                                   switched-on
                              • Commercial or operational
                                                                 • Product retirements = BT sets date of
• Probably as a result of a     benefits
                                                                   withdrawal from new supply as well as
  pro-active marketing        • End-users informed by CP           migration windows or “off by” dates & CPs
  campaign                                                         can influence timing within those windows



Detailed plans for the above activity are currently under consultation with the
Industry
The South Wales Pathfinder area will be a planned migration.
This will be followed by a voluntary approach.
From 2010 the remaining migrations will take place                                                      11
 •    The information in this presentation for the purposes of discussion. As such it is liable to change
      South Wales Pilot - What experience tells us
• Changes are made to the network every day:
   • unnoticed by the vast majority of customers
   • in many cases the same will apply for 21CN
     migration
• Based on previous transfers, assumptions and
  trialling, we believe the majority of customers lines will
  be impacted by a small number of service
  interruptions:
     • around 80 per cent of PSTN customers will
        experience two breaks in service
  – Some customers will experience greater and longer
     breaks in service – but these are exceptions and
     not the rule
• Transfer methods during the first phase of customer
  migration will be monitored and processes refined
                                                               12
Customer Premise Equipment (CPE) compatibility
                   testing

              • Testing already completed identifies that the
                vast majority of customer equipment
                connected to current telephone lines and
                broadband services will work normally on the
                network once it has been switched-on.
              • A comprehensive and rigorous testing
                programme is ongoing.
              • The approach taken is to test a representative
                sample of each type of equipment.
              • Where any issues are noted, more exhaustive
                testing within a category is undertaken.

              To view the latest list of tested equipment, visit:
              www.switchedonuk.org/corporate/how/comp
                                     atibility/                 13
                                                                     13
      South Wales Pilot - Technical and operational
                     management
• On transfer night –
• 21CN migration control centre (MCC) will manage
  the customer migration processes including
  monitoring for 999 calls in progress
• This MCC will link into network monitoring and
  service management operations
• The MCC will issue communications to advise of
  start and end of „on the night‟ migration activities to
  Communication Providers
• There will be a break in service typically for PSTN 3
  minutes for outgoing calls and up to 30 minutes for
  incoming calls
• Established incident procedures come into play in
  event of unforeseen circumstances, for example,
  floods or third party cable damage
• It will be possible to revert to the legacy network for
  up to seven days after migration – however this
  intervention will only come into play in exceptional      14
  circumstances
  South Wales Pilot - Considerations for emergency
                       services
• 21CN migration is a scheduled engineering
  rearrangement with a similar impact to any
  other loss of service
• Public access to „blue light‟ services will be
  reliant on the use of primary, secondary and
  alternative routing
• Emergency Authorities need to monitor and
  understand the impact of change on their
  internal infrastructure and ability to deploy
  resources
• Emergency Authorities need to review their
  own business continuity plans including
  onward connect numbers



                                                   15
    South Wales Pilot - What does it mean for those
      receiving emergency and safety critical calls?
• Migration will not be attempted if
  emergency/essential calls are in progress
• 21CN migration plans already take into account
  existing resilience arrangements to protect these
  services
• Detailed local operational plans will be developed
• Migrations impacting on 999 primary, secondary
  and alternative routings will not coincide
• Priority will be given to migrating blue light control
  centres on Tuesday/Wednesday and
  Wednesday/Thursday nights where possible.




                                                           16
            South Wales Pilot – Next steps


•Your 999 liaison manager will work with you to
ensure you have effective plans in place to
manage your control room/s through 21CN
migration
•If these breaks in service affect operations,
contingency plans need to be made
•Call divert for Incoming traffic (not 999) to another
site
      •Capacity and staff?
      •Cannot be changed between 22:00 and 09:00
      or until successfully migrated
•Outgoing traffic, an alternate route/technology that
is not affected by service breaks



                                                         17
                21CN – National Migration

• New 21CN services being introduced this year include:
   – 21CN Ethernet – already introduced and will be available across
     the widest and most competitive footprint in the UK by April 2009
   – 21CN Broadband – already introduced and available from
     exchanges serving one million UK homes and businesses, rising
     to 10 million by April 2009
   – 21CN integrated voice and broadband – expected to enter beta
     testing late this year with launch in mid 2009
   – These core services will be expandable through a software-
     driven 21CN innovation platform from mid 2008.




                                                                    18
                 Key Links


• For general 21CN information on 21CN:
  www.btplc.com/21CN

• For general information on the process of
  migration go to: www.switchedonuk.org




                                          19
                   21CN - Key points

• 21CN – UK rollout started in November 2006 and spreads
         across the UK
• 21CN – The industry is taking customer migration seriously
          and sensitively managing emergency and critical
          services on the night of customer migration
• 21CN – The industry welcomes your input, advice and support


    We look forward to working together to
    successfully deliver 21CN across the UK



                                                                20
Q&A
      21

				
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