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FIELD MANUAL FOR

OPERATION AND MAINTENANCE OF


MULTIPLAY BROADBAND NETWORK
O&M VENDOR M/s UTSTARCOM

Objective:
The objective of this document is to describe O & M workflow, salient guidelines for
maintenance of Multiplay Broadband network and define the responsibilities of various
node incharges to ensure uninterrupted service of Broadband and customer satisfaction.
Contents:
1. Broadband network elements and Maintenance categories
2. Responsibilities of Node incharges
3. O&M Process and Support mechanism by the vendor
4. Annexure A& B Trouble Tickets / Escalation Mechanism (REFER CONTENTS
IN UTSTAR TSC PORTAL)
5. Annexure C UTSTAR RMA Procedures (REFER CONTENTS IN UTSTAR
TSC PORTAL)
6. Annexure D- Contact details of vendors / Technical Support Centers (REFER
CONTENTS IN UTSTAR TSC PORTAL)
1. Broadband network elements and Maintenance categories:
(Supplied by M/s UTSTARCOM and THEIR SUB-VENDORS)
Broadband Network distributed all over India comprises of following elements:
1. BNGs situated in all A type cities (Supplied by M/s UTSTARCOM)
2. Tier1 situated in all A&B type cities co located with BNGs (Supplied by M/s
UTSTARCOM)
3. Tier2 distributed all over India in all major cities
4. STM1 converter to connect OC city T2 to nearest T1.
5. Transmission media involved between T1&T2 and T2& DSLAM
6. AAA servers at Bangalore,Chennai,Pune,Kolkata,Noida
7. SSSC server situated in Multiplay Broadband NOC- Bangalore, DRNOC -Pune,
and RPOPs at NOIDA, KOLKATA,CHENNAI.
8. eMS server for DSLAMs situated in Bangalore, Chennai
9. eMS server for RPR at Bangalore, Pune(DR)
10. eMS server for BNGs at Bangalore, Pune(DR)
11. eMS server for OCLANs at Bangalore, Pune(DR).
12. eMS server for CPEs at Bangalore , Pune (DR)
13. SSSS servers situated in Bangalore, Pune, Noida, Chennai, Kolkata
14. DSLAMs distributed all over India
15. CPEs of different makes at customer premises
16. Local lead between DSLAM port and CPE
17. Netsweeper Servers (4 Locations) Two As Policy Managers and 4 as Enterprise
Filters.

CATEGORIZATION OF MAINTENANCE STAFF:


The support staff members are classified into four levels as below:
LEVELS
COMPOSITION
L-1
Customer Support Representatives / Call Center or Help
Desk Agents
L-2
Broadband Node Incharge and their field staff in that area
Area Outdoor incharge and their line staff
L-3
L-4

NOC
External help / Vendors
2. Responsibilities of various Node In-charges:
A1/A2/A3/A4 City Node In-charges (where BNG, RPR T-1, AAA are
installed):
1. Monitoring all the concerned equipment and inter NE links of their region
regularly. Handling/solving/escalating the complaints received from L1.
2. Monitoring/ solving/escalating the configuration related and traffic related
problems of T1 & T2 of same city and other city.
3. Regularly checking the media between T1 and T2 of same city and other city.
4. Monitoring all the media converters at T1 location connected to T2s of other
cities.
5. Solving the problems related to ports of DSLAM and T2
6. Resetting the hanged ports in DSLAMs
7. Observing the ports of T2 and T1 for any CRC errors. Monitoring Power
levels and reporting to NOC about any abnormal power levels.
8. It will be the responsibility of node in-charge to rectify the faults that are
escalated from call center through appropriate co ordination with DSLAM incharges and field units. Since the remedy terminals will be available only up
to node in-charges at the moment.
9. Creating the BB VPN domains for existing/new Broadband customers.
Providing the NOC with relevant information about NAS port IDs, DSLAMs
for creating / configuring required PVCs for VPN / IP TV etc.,
10. Using eMS client for monitoring the T2 and DSLAMs and escalating the
faults.
11. Monitoring the status on SSSS /AAA and escalating to L3(NOC) in case of
problems. Intimating NOC about any spurts /abnormality/lapses during
generation of CDRs.
12. Maintaining and reporting any faults in respective eMS servers to NOC.
13. Raising RMA and doing follow-up for equipment related problems and major
faults which are not solved with in reasonable time as in Annexure A,B & C
to the concerned vendor.
14. Localization of problems/faults is to be done as far as possible locally and
NOC/Vendor may be contacted only after trying all possible means.

15. For provisioning and other operational activities for handling Multiplay
connections through P.3 platform please refer to the manual issued by Data
Networks along with release notes issued from time to time
16. A register should be maintained with necessary entries like equipment Sl. No,
date of fault,etc for Faulty cards/CPE sent for repair. Hard copies of reports
from UTSTAR Technical Support Center (UTSTAR TSC) website which is
www.utstarcomtsc.bsnl.co.in are also to be maintained.
17. Prompt action is to be taken to send the faulty cards for repair immediately in
case it is replaced in advance by vendor.
18. Any major work like giving hard reset to T1/T2/DSLAM to be done only after
concurrence with NOC/Vendor.
19. Regularly use the website where UTSTAR TSC portal is hosted for latest
information on NOC activities.
20. Port unbinding, wherever necessary, to be done by the node incharges.
21. All issues are to be addressed by e-mail only .
B,C and Other type city Node In-charges (where T-2 is installed) :
1. Monitoring all the concerned equipment and links of their region regularly
2. Handling and solving the complaints received from L1 and informing
DSLAM in charges/field units through email/ phone/FAX/ UTSTAR TSC
web portal wherever required/related
3. Monitoring and solving the problems related to DSLAMs and T2/
OCLANs
4. Checking the media between DSLAM to T2 and T2 to T1 / other RPR T2s
/OCLAN
5. Monitoring the media converter at T2 /OCLAN location
6. Solving the problems related to ports of DSLAM and T2 / OCLAN
7. Solving the complaints pertaining to excess billing
8. Addition of new cards in DSLAMs and activating the ports
9. Resetting the hanged ports in DSLAMs, in case not possible intimating the
node A-city node in charges to carry out this activity.
10. Changing of FE/GE ports in T2 / OCLAN if uplink is not working
11. Creating the Broadband user-ids with port binding and communicating to
field units.
12. Keeping information about DSLAM ports of the BB VPN userids for
existing/new Broadband customers.
13. Attending the faults related to Modems
14. Attending the faults related to local lead.
15. Shifting/re parenting of DSLAMs
16. Using eMS client monitoring the T2 and DSLAMs and attending to the
faults.
17. Node in-charge should solve the problems related to T2/OCLAN and
DSLAM by themselves and co ordinate with field units
18. It will be the responsibility of node in-charge to rectify the faults that are
escalated from call center through appropriate co ordination with DSLAM
in-charges and field units since the remedy terminals will be available only
up to node in-charges.

19. Raising Trouble tickets(Dockets)/ RMA for equipment related problems


and major faults which are not solved with in reasonable time has to be
booked through UTSTAR TSC web portal as in Annexure A , B & C to
the concerned vendor. And a copy of the RMA Ticket may be sent to
Bangalore NOC by mail to id bbnoc_mp@bsnl.in.
20. Localization of problems/faults is to be done as far as possible locally and
NOC/Vendor may be contacted only after trying all possible means.
21. A register should be maintained with necessary entries like equipment Sl.
No, warranty details (if any), date of fault, etc for Faulty cards/CPE sent
for repair.
22. Prompt action is to be taken to send the faulty card for repair immediately
in case it is replaced in advance by vendor.
23. Any major work like giving hard reset to T2/DSLAM to be done only after
concurrence with NOC/Vendor.
24. Regularly use the website where UTSTAR TSC portal is hosted for latest
information on NOC activities.
25. For provisioning and other operational activities for handling Multiplay
connections through P3 platform please refer to the manual issued by Data
Networks along with release notes issued from time to time
26. Port unbinding, wherever necessary, to be done by the node incharges.
27. All issues are to be addressed by e-mail only. It is mandatory to mention
the BNG location/IP details
DSLAM incharge/Outdoor unit/Field Unit :
1. Handling and solving the complaints received from local Node incharge.
2. Monitoring the DSLAM cards and ports connecting the PC to the
console port using console cable wherever possible.
3. Resetting the hanged ports in DSLAMs
4. Maintaining the Database (userid, Telephone number, port, current
PVCs configured for particular userid ) of all the ports in the DSLAM.
5. Commissioning the new Broadband connections by installing the
modems. While installing the modems care to be taken to configure
the port mapping, PVCs,connections as per the commercial /
technical requirements of that customer.
6. Attending the faults related to Modems
7. Attending the faults related to local lead.
8. An equipment history register should be maintained with necessary
entries like equipment Sl. No, date of fault, etc for Faulty cards/CPE
sent for repair.
9. Prompt action is to be taken to send the faulty card for repair
immediately in case it is replaced in advance by vendor.
10. Any major work like giving hard reset to DSLAM to be done only
after concurrence from NOC/Vendor.

11. All issues are to be addressed by e-mail only through the


respective Node Incharge. While addressing the issues it is
mandatory to quote the DSLAM IP address & make, VLAN ID
and BNG(optional).
12. Regularly use the website where UTSTAR TSC portal is hosted for
latest information on NOC activities.

Responsibilities of NOC
I Configuration management :
1. Configuration in T1,T2, OCLANs and BNGs for port expansion in
DSLAMs
2. Configuration in T1/BNG for addition or shifting of T2 and DSLAMs
3. Configuration of VPN instance, IP pool and domain in BNGs for VPN over
BB Multiplay N/W.
4. Configuration in BNG/T1/T2SSSS/SSSc/DSLAMs for value added services
like IP TV, wifi, wi-max, gaming services, Bandwidth On Demand etc.,
5. Changes in configuration in servers involved in Broadband network
6. Interacting with Project1 and Project -3 team for works involving
integration with them. For example, CDR issues , routing of external IPs for
CDN/ VPN servers etc.,
II Monitoring of networks:Monitoring of various equipment and links are done on the basis of their
importance in the networks i.e. the criticality of equipment/link.
Hourly monitoring of AAA Server, BNGs, Traffic on BNG,
Authentication (AAA) servers, DHCP,DNS, Netsweeper, Motive
etc.
Continuous Monitoring of Tier-1,Tier-2 switch, link between Tier1 & BNG, and loading on inter N/E links
Regular monitoring of traffic at each of N/E elements as per
BSNL/ TRAI requirements, ensuring sufficient static / dynamic IP
pools at all BNGs and recommending BSNL for any
augmentations.
Regularly watching activity between AAA and BNGs for any
critical errors leading to loss / spurt cases in CDRs.
Regularly monitoring replication process between NOC and DR
NOC by keeping a well integrated schedulers in SN DR.
Weekly monitoring of opening of various links of important
websites like NIC, Trading websites, E-governance, e-learning
etc. from Broadband networks are carried out in order to take
proactive measures

MAINTENANCE MANUAL FOR DSLAM


1. Routine maintenance Daily /Weekly/Quarterly checks are to be carried
out as per the Manufacturers Maintenance Guide which can be downloaded
from by following the link Technical Documents on the Support Node
http:\\www.utstarcomtsc.bsnl.co.in. Reports of the maintenance
checks are to be recorded in the format specified in the Manufacturers
Maintenance Guide.

Daily routines:

Check free disk space on OMC-A Server

Check Connection between iAN8K B1000 and OMC-A


Check the Power Supply Status
Check the Node Status
Check the Modules Status
Monitor Current Alarms in Real-Time
Check NE Configuration Files Backup Status
Checking Operation Log and History Session

Weekly Routines

Check Hot Backup Files


Check Archived Files
Viewing Performance Report

Quarterly Maintenance Tasks

Checking Equipment Room Environment


Checking Grounding
Checking Power Supply
Checking Cable Connection
Checking Ven tilatio
Cleanin g Air Intake/Vent Holes and Filter
Checking LEDs

2. Monitoring and Handling of Alarms : Alarms, categorized into Critical,


Major, Minor, Warning, are to be Monitored by connecting the PC to the
console port using console cable. Trouble shooting preparations and
procedures are to be followed as recommended in the Manufacturers
Maintenance Guide.

3. Module or Node Resetting: Resetting Node or Module are to be done


only after concurrence from NOC/Vendor.
Identify its port level, module level or node level problem
Do not reset any module if it is only a port level issue
Do not reset node if it is a module level issue
Reset line card if it is a module level problem
Reset node is the last choice after all efforts
4. Module Replacement: The person Replacing module should wear ESD
Wrist Straps and care should be taken not to touch the components or the
circuit portion on the PCB. Follow the replacement procedure as specified
in the Manufacturers Maintenance Guide.
5. Port Binding: Port Binding of Multiplay DSLAMs will be done
automatically. Presently port binding is done at NOC by collecting the
Logged in User information on the CDRs .
Unbind the port only after making sure that it is essential.
For security reasons do not unbind the port for VPN customers
through DSL (VPNoBB)
6. Port mapping in CPE for configuration to access Internet and
VPNoBB simultaneously.
Two PVC with VPI/VCI 0/35 and 0/32 need be configured in CPE
for accessing Internet and VPN respectively. Also Ethernet port
mapping in CPE is to be configured.
Steps for port mapping with respect to UTSTARcom Modem .
1

Connect the RJ45 cable to Ethernet port


Other than port no.1. in the CPE

2. Browse the modem to Click Port Mapping


command in Advanced Setup menu on the
Home page of CPE
3. In the next window check Enable Port
Mapping and click Add
4. In the next window type the Group Name (like
Internet or VPN)and bring the Ethernet port
name eth0/2 and NAS nas_0_32 for VPN to
the Grouped Interfaces Window
Save the configuration

After saving the CPE will be ready to be


connected to VPN through the first Ethernet
port.
Follow similar steps to configure Ethernet port
no.2 exclusively for Internet with eth0/3 and
NAS nas_0_35 by connecting the RJ45 cable
to other than port no.2 in the CPE

7. Trouble Shooting : In case of customer complaints like slow downloading


speed, site inaccessible etc,.. tracepath in LINUX/UNIX, tracert
command in command prompt in MS Windows can be used as a
trouble shooting tool which identifies the path taken to reach a particular
destination on the network, number of hops to reach the target etc.,.

8.

Fault Repair Process


If Technical Support Center (NOC) identifies a hardware part to be
faulty during the troubleshooting process, it will intimate the reporting
unit about the same. Node incharge in turn should initiate the repair &
return process to obtain RMA and get the hardware replaced. In such
case, the case will be closed under the intimation of the reporting unit.
The Advanced Hardware Replacement service provides replacement
hardware before returning the faulty product to UTSTARCOM Logistic
Center. To expedite the processing of the call, keep the following
information ready.

Master Contract Number

Company Name, Address and Contact Name

Product Number

Serial Number

Contacts Phone and Fax Number

To expedite the processing of your RMA request, call UTSTARCOM Asia


Pacific Escalation Center for hardware verification first during standard
working hours* at the toll free/PSTN numbers. Hardware replacement
request can also be made to the RMA Help Desk via email or fax directly.
The prescribed RMA Format need to be used for the AHR services
You will receive an RMA number later on from UTSTARs Logistics
Department for returning the faulty equipment. The faulty item must be
returned to UTSTARCOM Logistics Center within 15 days upon receipt of
the advance replacement item, otherwise will be invoiced for the full
current list price of the item.
While returning the faulty material, please follow the guidelines given below:

A copy of the RMA (Repair Material Form) and Fault tag is to be sent along
with the faulty material.
As far as possible use the original packaging to prevent any physical damage
in transit/ handling Otherwise proper packing has to be made to ensure NO
DAMAGE is done to the faulty units in transit.
In case of any damage/burn noticed at the time of receipt of the card, the
same will be returned back without servicing and it will not qualify for any
repair/replacement or warranty. The same condition applies to burnt cards as
well
Ticket number/(s) should be indicated on the outside the cartons. If possible,
the RMA copy should be pasted on the Cartons.
If more than one product - per carton - is shipped, label each product with the
correct serial number.
Ensure that every material should contain the Ticket number.

9. Maintaining the Database (user Id, Telephone number, port) of all


ports in the DSLAM.

the

10. A register should be maintained with necessary entries like equipment Sl. No,
date of fault, etc for Faulty cards sent for repair.
11. Prompt action is to be taken to send the faulty card for repair immediately in
case it is replaced in advance by vendor.

12. Technical Support Call Flow

Fault at site / equipment

First Level Trouble shooting is done


by BSNL O&M Staff

Configuration
issue/ Known
issue/
issue/H/W
H/Wissue?
issue

YES

BSNL O&M Staff


is able to solve
the issue?

NO

YES

Issue
Closed

NO

Fault/Issue Reported to NOC / POP

Configuration
issue/ Known
issue/issue?
H/W issue

YES

NOC / POP provides the


right configuration

Issue
Closed

NO
Customer opens a Service
request with UTS Escalation
Centre through:
Phone, E-mail or Web

UTS Escalation Centre instructs the


UTS Regional Technical Support
Centers to attend the issue

Phone # - 18001801204
E-mail - apac.support@utstar.com
Web
- http://support.utstar.com/

YES
Configuration issue/
Known issue?

Regional Technical Support Centre


provides the right configuration to
customer

Issue
Closed

NO
Escalation Centre works on the issue.
Customer provides the required logs.

Simulation in Escalation Lab

YES
Configuration
issue?

Escalation Centre provides resolution


to customer

Issue
Closed

NO
UTS H/W issue?

YES

Get the Repaired or Replaced


units through RMA process

Issue
Closed

NO
UTS to work with R&D and fix the issue

FOR DETAILS OF CONTACT NUMBERS / FAX / EMAIL OF VARIOUS LEVELS


OF TECHNICAL SUPPORT PLEASE LOG ON TO THE TSC PORTAL

http://www.utstarcomtsc.bsnl.co.in