Traffica16SP2 at Customer Care

Pablo Ruiz A.

Nokia 2016

Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Exercises

Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Excrcises

Introduction
Traffica16SP2 at Customer Care functionalities

Faster response time for customer

complaints
-Real time information of customers calls

Service level monitoring

-E.g. monitoring of corporate customers,
information on specified
subscribers/companies calls and GPRS events

Troubleshooting
Helps operators to enhance
the network quality
experienced by the end-user

-E.g. database queries or real time monitoring

User definable alarms

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-Service quality monitoring for example to

corporate customers. Detect problems before
end-customer

Introduction
Traffica16SP2 at Customer Care functionalities

Traffica16SP2 at Customer Care System

Traffica16SP2 at Customer Care (TCC) is a solution for mobile network

operators' customer care personnel.

The user executes queries based on mobile numbers, and the results are
presented as a summary of subscriber activities during a certain time
interval

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Introduction
Traffica16SP2 at Customer Care topology

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Introduction
Traffica16SP2 at Customer Care topology

Data flow for user authentication

When a user logs in, the Traffica16SP2 Customer Care Web Client connects to
the Traffica16SP2 Customer Care Web Server. The Traffica16SP2 Customer
Care Web Server then connects to the Mediator, which checks the Customer
Care licence through CUS and then authenticates the user.

Data flow for query execution

The user enters queries at the Traffica16SP2 Customer Care Web Client, which
connects to the Traffica16SP2 Customer Care Web Server.
The Traffica16SP2 Customer Care Web Server connects to the Mediator, which
forwards these queries to the QEP process running on the Traffica16SP2
Customer Care Database Server. The QEP process executes the query and
sends the results back to Mediator. These results are then forwarded back to
the user.

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Introduction
Traffica16SP2 at Customer Care topology

Loading TrafNewsQep databases

RTT data is transferred from the TNES to the QEP database on the
Traffica16SP2 Customer Care Database Server. This transfer is done by
TrafCCLoader using FTP protocol.
When an export is done in the Traffica16SP2 running on the TNES, RTT export
files are created. The FTS will read these RTT export files and transfer the data
files to the TrafCCLoader-specific directory on the Traffica16SP2 Customer Care
Database Server.

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Introduction
Traffica16SP2 architecture
The components of a Traffica16SP2 at Customer Care (TCC) Architecture system
are the following:
DB Server
TrafFS, TrafCCLoader, NtAlfo, TrafAlarmOMAgent, ONC RPC, Solid.
Web Client
Jakarta Tomcat, Traffica16SP2 Customer Care web archive file and Traffica16SP2
Customer Care related configuration files.
Mediator server
Traffica16SP2 Customer Care Mediator, Traffica16SP2 Customer Care related
configuration files, ONC PC, TrafAlarmOMAgent and NtAlfo.

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Introduction
Traffica16SP2 at Customer Care elements
The Traffica16SP2 Customer Care server components are the following.

Traffica16SP2 Customer Care Database Server

This is the server containing the TrafCCLoader, TrafFS, NtAlfo and NewsQep. It
also includes the databases used for querying.

Traffica16SP2 Customer Care Web Server

This server contains the Traffica16SP2 Customer Care application, which runs
on a Jakarta Tomcat web server.
One Traffica16SP2 Customer Care Web Server can be connected to several
Traffica16SP2 Customer Care Database Servers.

Traffica16SP2 Customer Care Mediator Server

This server contains the Mediator.

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Exercise 1
Traffica16SP2 16 Administration
What is the Traffica16SP2 at Customer
Care System?
What are the components of
Traffica16SP2 at Customer Care
topology?

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Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Exercises

12

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Management
Traffica16SP2 at Customer Care management
Managing the Traffica16SP2 Customer Care Database Server

Managing TrafCCLoader
You can configure TrafCCLoader settings in the following ways:
Setting Windows registry entries.
Editing the bd.ini file.
Editing theTrafCCLServerMapping.ini file..

Configuring TrafCCLoader registry entries

TrafCCLoader loads the RTT reports transferred from the TNES to the the
Traffica16SP2 Customer Care Database.
You have to configure the TrafCCLoader registry entries according to the
hardware configurations of the Traffica16SP2 Customer Care Database Server.
You can also:
define the directory where the RTT export files should be uploaded.
define the location, number and size of each database.
define the size of the cache for each database..

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Management
Traffica16SP2 at Customer Care management
The following table lists the registry entries used by TrafCCLoader, their default
values and a description of how they can be used to configure the TrafCCLoader
settings. DBid is a number ranging from one to the value defined in DBServerCount
(the number of databases).

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Registry Entry

Default Value

Description

AdditionalInput
DirectoryCount

Defines the number of additional input

directories.

AdditionalInputDirector No value
y<n>

Defines additional input directories.

AlarmCriticalJob
QueueCancelLimit

1600

Critical load alarm is cancelled when job

queue size drops below this value in the
job queue.

AlarmCriticalJobQueu
eLimit

2000

A critical load alarm is created when the

job queue size is greater than this value.

AlarmVeryHighJob
QueueCancelLimit

1100

Very high load alarm is cancelled when

job queue size drops below this value.

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Management
Traffica16SP2 at Customer Care management

15

Registry Entry

Default Value

Description

AlarmVeryHighJob
QueueLimit

1500

A very high load alarm is created when

the job queue size is greater than this
value.

AlarmHighJobQueue
CancelLimit

500

High load alarm is cancelled when job

queue size drops below this value.

AlarmHighJobQueueLi
mit

1000

A high load alarm is created when the

job queue size is greater than this value.

CommitInterval

5000

Number of inserted rows between two

commits in the database. Inserted data
is not available for querying until it is
committed.

CtrFileHandlerThread
Cnt

10

Defines how many threads handle

parallel incoming data directory control
files.

DBCacheSizeMB

3700

This is the size of the cache of the

database in megabytes.

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Management
Traffica16SP2 at Customer Care management

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Registry Entry

Default Value

Description

DBListenPortBase

1300

This is used to create the name of the

data source of the database. The
listening port of the database is in the
form <DBListenPortBase> + <DBid> - 1

DBPath

D:\database

This is the path of the directory where

the databases are stored. This directory
is created if it does not exist.
Each database in this directory is
created with the name <Dbid> in it.
An additional database directory History
is created within this directory. This is
used to archive the database file until
the disk space is full. Therefore, you
should not specify the drive that
contains the operating system as the
DBPath.

DBServerCommandLi
ne

c:\solid\solid.exe
m x disableall
messageboxes
x Autoconvert

This command is used to start the Solid

database engine.

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Management
Traffica16SP2 at Customer Care management

17

Registry Entry

Default Value

Description

DBServerCount

32

This is the maximum number of

databases.

EventInserterThreadC
nt

This is the maximum number of threads

that can run inside TrafCCLoader for
inserting RTT export events to the
database. Normally the default value
one is sufficient. But this value can be
increased if the RTT export load is
heavy.

InputDirectory

E:\RTTEIn

The Traffica16SP2 Customer Care FTP

server TrafFS uploads the RTT export
files to this directory.
The TrafCCLoader also uses this entry
to find these control files. The value of
this entry should match the RootDir
property in TrafFSSettings. ini
configuration file.

InvalidFilesDirectory

No value

The directory where invalid ctr and data

files are moved if the StoreInvalidFiles
entry is set to 1.

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Management
Traffica16SP2 at Customer Care management

18

Registry Entry

Default Value

Description

MaxDBSizeMB

3700

This is the maximum database size in

megabytes (MB). When the size of the
database reaches this value, the current
data set is inserted into the current
database.
After this insert,TrafCCLoader starts a
new database, which is then the Active
Insert database for subsequent inserts.

StatisticsLogging
IntervalMinutes

15

This is the interval at which

TrafCCLoader
logs
performance
statistics to werlogTrafCCLoader
Admin.log.

StoreInvalidFiles

If this entry is set to 1, invalid ctr and

data files are moved to the specified
directory.
The directory must be defined under the
entry InvalidFilesDirectory.

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Exercise 2
Traffica16SP2 16 Customer Care
What is the steps to Managing
TrafCCLoader?
What is the steps to Configuring
TrafCCLoader registry entries?

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Management
Traffica16SP2 at Customer Care management
Managing TrafCCLoader bd.ini
The bd.ini is a configuration file that defines all the active databases. By default there
are 32 databases defined. There is a section for every active database. You have to
change this file if the number of databases increases or decreases TrafNewsQep
uses this file to find which are the active databases.
Managing TrafCCLoader server configuration file
Additional TrafCCLoader configuration information can be specified in the
TrafCCLServerMapping.ini file.
TrafCCLoader searches for this file in the C:\Traffica16SP2\TrafCCLoader
directory.
The file contains three sections,[Server Names], [Index] and [Removed].
[Server Names] defines mappings from server name to source id. If the
server name of an export file matches, CC Loader inserts the source id value
into the __TRAF_SOURCE_ID field in the database. By configuring the
source id you can keep track in the database of which TNES has sent the
data.
[Index] defines the indexes to be created.
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Management
Traffica16SP2 at Customer Care management
[Removed] defines column names, which are not inserted to database. This
information
must
be
up
to
date
with
the
C:\Traffica16SP2\Traffica16SP2CC\conf\trafcc_group_configurati
ons.xml configuration. You must ensure that the fields that are configured to be
shown in the Traffica16SP2 Customer Care Client are not filtered away from the
database. The comment sign ; in front of a column means that the column is
inserted into the database.
Below is an example of the TrafCCLServerMapping.ini file. In this example the file
defines mappings for four server names to source ids and defines two indexes for
table M14_RTT_REPORT, one on field Dx_Cause and one on field
A_Direction_Number. TrafCCLoader creates the indexes when creating the table.
Regarding the [Removed] section, the TCC_MSC_RTT.A_Cell column is inserted to
database, but other three columns are not inserted.
[Server Names]
1 = "TNES01"
2 = "TNES02"
3 = "TNES03"
4 = "TS"
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Management
Traffica16SP2 at Customer Care management
[Index]
"M14_RTT_REPORT"."A_Direction_Number"
"M14_RTT_REPORT"."Dx_Cause"
[Removed]
"TCC_MSC_RTT"."A_Bearer_Service"
;"TCC_MSC_RTT"."A_Cell"
"TCC_MSC_RTT"."A_Cell_Band"
"TCC_MSC_RTT"."A_Cgr"

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Managment
Traffica16SP2 at Customer Care elements functions
The components of a Traffica16SP2 at Customer Care (TCC) system are the
following:
DB Server
TrafFS, TrafCCLoader, NtAlfo, TrafAlarmOMAgent, ONC RPC, Solid.
Web Client
Jakarta Tomcat, Traffica16SP2 Customer Care web archive file and Traffica16SP2
Customer Care related configuration files.
Mediator server
Traffica16SP2 Customer Care Mediator, Traffica16SP2 Customer Care related
configuration files, ONC PC, TrafAlarmOMAgent and NtAlfo.

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Managment
Traffica16SP2 at Customer Care installation

Planning Traffica16SP2 Customer Care System:

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RTT Export data and control files are transferred from TNES to TCC DB
Server using either FTP or SFTP protocol.

TCC Mediator server connects with many TCC DB Servers to support

queries executed by TCC clients.

One TCC Web server can support maximum 100 users. So, if more than 100
users have to be supported, the system has to be scaled up by adding
required number of TCC Web Server machines.

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Managment
Traffica16SP2 at Customer Care installation

Standalone System:

25

In standalone system, TCC

related user configuration and
topology information is stored
and handled by CUS running
on TCC TS.

RTT Export data and control

files
from
TNESs
are
transferred using FTP or SFTP
protocol to TCC DB Server

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Managment
Traffica16SP2 at Customer Care installation

Integrated System:

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In integrated system, both TCC

system and Traffica16SP2
system will work with CUS
running
on
Traffica16SP2
system TS server. User and
configuration information of
TCC
system
and
Traffica16SP2 is stored in the
common CUS running on
Traffica16SP2 TS.

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Exercise 3
Traffica16SP2 16 Customer Care
What are the Traffica16SP2 at Customer
Care elements ?
What is the steps to Planning
Traffica16SP2 Customer Care System?

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Exercise 4
Traffica16SP2 16 Customer Care
What is the steps to installation
Standalone System?
What is the steps to installation Integrated
System?

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Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Excercises

29

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Configuration
Traffica16SP2 at Customer Care configuration

Configuring Traffica16SP2 Customer Care DB Server

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When Traffica16SP2 Customer Care Mediator Server is installed, the DB Server

has to be defined in the Traffica16SP2 Admin Tool under the DB Server.

These are DB Server elements from the point of view of the Traffica16SP2
Customer Care News Mediator server, and are basically Traffica16SP2 Customer
Care Database Servers with a NewsQep process running on them.

If you install more Traffica16SP2 Customer Care Database Servers, you must
update the DB Server elements in the Traffica16SP2 Admin Tool accordingly.

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Configuration
Traffica16SP2 users and user groups creation queries and field sets
definnition

After the installation of the Traffica16SP2 Customer Care mediator server is

complete, there are no Traffica16SP2 Customer Care users by default. You have
to create a Traffica16SP2 Customer Care user
1. The User group with Traffica16SP2 Customer Care rights should have the
name Traffica16SP2 Customer Care. If the user wants to change this name,
it has to be updated in trafcc_group_configurations.xml
2. Administrator should not create any Traffica16SP2 Customer Care user with
the name tccuser (since it is internally used by Traffica16SP2 Customer
Care client).

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To create a new Traffica16SP2 Customer Care user, follow the steps given below.
1. Start Traffica16SP2 Admin Tool.
2. Create a new user.
3. Add the new user to the Traffica16SP2 Customer Care User group.
4. Ensure that the Traffica16SP2 Customer Care User group has access to all
the DB Server elements.

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Configuration
Traffica16SP2 users and user groups creation queries and field sets
definnition
Adding/Modifying queries and field sets
1. Start Traffic News Java Client.
2. In Settings, change the Server address to Traffica16SP2 Customer Care
Mediator Server address and login.
3. The queries and field sets that are assigned to the user are visible and can be
modified.

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Exercise 5
Traffica16SP2 16 Customer Care
What is the steps to Configuring
Traffica16SP2 Customer Care DB Server?
What is the steps To create a new
Traffica16SP2 Customer Care user?

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Service Specific Monitoring

In Traffica16SP2, Service
specific monitoring can be
implemented based on, for
example
- - IMSI or Direction_Number
ranges
- - Traffic Category, Route
Category
- - IN indicator
- - TCH Access Information
- - Used CGRs
Any other data in the RTT can
be combined to the service
definition to allow, for example,
drill-down functionality
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Monitor Roaming Subscribers

& Their Service Success

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Monitor International Calls & Their Success

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Verify Emergency Call Success

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Monitor Mobile Type Usage

and Short Messages

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Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Excercises

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CEM administration
Control panel

Customer Experience
Management (CEM) portal is a
web portal, used as a platform
for hosting CEM content packs.
The CEM portal provides a
single entry point for end users
with secure and easy access to
the content packs.

Administration of CEM is mainly

done via dedicated Control
panel

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Monitoring the portal system

41

CEM portal system can be configured to monitor:

-

Process

Disk usage

File size

System load
Net-SNMP is configured to send SNMP traps in "v2c" format, any SNMP client capable of
processing v2 format can be used.

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User Management

Users and Organizations

-

In CEM portal, each Communications Service Provider (CSP) should be administered as a

high level organization.

Users can be created in the CSP specific portal level organization.

Users can be grouped under different categories

Roles
-

user permissions are controlled using roles. A role is a set of permissions granted for
various functions within the portlet.

One or more roles can be assigned to each user

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The CEM portal related roles are:

-

Regular roles: These roles can be assigned to any user during creation.

Organization roles: These roles can be assigned only to users belonging to an

Organization.

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Log files

Tomcat log files are present in /usr/share/tomcat6/logs/catalina.<date>.log

CEM portal logs are present in /usr/share/tomcat6/logs/cemportal.log

Security logs are present in /var/log/portal/security/security.log

Audit logs are present in

/var/log/portal/audit/cemAuditLog_<CSP_NAME>_<HOSTNAME>.log

Clearing Log files

-

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To clear the portal log file, execute the following command on portal server:
cat /dev/null > "path of the log file"

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Configurations

Changing default theme

-

Changed in Control panel, Portal Settings > Look and Feel

Cache and Pre fetch configuration

-

Queries can be cached and pre fetched for faster retrieval of reports

Mail Server configuration

E-mail notifications

Session timeout
-

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The CEM Portal session time can be modified in cemportal-deployment.properties present

in \usr\share\tomcat6\webapps\ROOT\WEB-INF\classes

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Backup and Recovery

45

Backup
-

The CEM Portal backup is done using backup.conf file present is /usr/portal/util/scripts (

The Perl script portalbkup.pl is used

Backup can be automated by adding the backup scripts to crontab

To ensure that backup is available and up to date, it is also recommended to perform

backup at least once a day

Recovery
-

In case of recovery, CEM portal does not support partial restore procedure

Private keys should be available in case restore is done from an encrypted file

The Perl script used for restoration is portalrestore.pl and the corresponding
configuration file is restore.conf

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Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Excercises

46

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Logging into the CEM Portal

The content packs can be

accessed by logging into the CEM
portal.

To connect to the CEM portal, use

the IP of the portal server.

The default credentials are

admin@cemportal.com /Test@123

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CEM Portal home page

Based on the content packs

installed in the system, following
packs will be available on the
portal
-

CQIM for RNC

CQIM for Voice and Messages

CQIM for eNodeB

If the CEMoD system is integrated

to the CEM portal, CQI content
packs will also be available in the
CEM portal.

Traffic News and Traffic Views

clients can also be launched from
the CEM Portal

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Module contents
Traffica16SP2 at Customer Care
Introduction
Management
Configuration
CEM Administration
CEM Portal
CQI
Exercises

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CQIM for Voice and Messages

The home page of CQI Monitor for

Voice and Messages displays the
top problematic MSS

The default KPI displayed in the

ranking is Call failure ratio. This
can be modified by selecting a
different KPI from the drop down
window at the top of the map.

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Voice and Messages Drill-down graphs

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CQIM for eNodeB

The default view displays the top

problematic eNodeB clusters
ranking the worst performing
cluster on top.

It shows the number of active

users on the cluster and their

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Accessibility

Retainability

Mobility percentages.

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eNodeB Cluster

The total coverage area of the

eNodeB cluster is displayed as a
rectangle in the map.

If any one of the overall cluster

KPI is say critical, then the entire
rectangular area of the cluster
turns red.

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eNodeB Cluster Drill-down Graphs

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Displays complete details for the selected eNodeB cluster for the last
one hour

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eNodeB Troubleshooting

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The troubleshooting graphs

displays the following KPIs
-

RRC setup failure ratio

RRC active failure ratio

E-RAB setup failure ratio

E-RAB active failure ratio

Handover failure ratio

Selecting any one of the above

graphs displays the failure
sources, number of failures
trend report and number of
failures in the last minute.

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CQIM for RNC

The CQIM Content Pack for RNC displays

the weakest performing network elements
from the Voice Call perspective.

Managed objects can be monitored on the

RNC, BTS or Cell level, with a drilldown path
from RNC to Cell via BTS, with focus on the
worst performers.

In RNC content pack, (CSTR) is the umbrella

KPI that is calculated from three other main
KPIs:

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RRC Setup Success Rate

RAB Setup Success Rate

RAB Retainability.

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CSTR Breakdown

The first troubleshooting level is the CSTR

breakdown. It is shown directly in the Most
problematic elements table.

The second drill down level, the Details

panel, is also visible in the main view. You
can see the last 30 minutes trend of CSTR
and its breakdown KPIs for the network
element that is currently the most
problematic.

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RNC Troubleshooting

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Troubleshooting block consists of the

following historical graphs (30 minutes of
history available):
-

RRC setup failure rate

RRC active failure rate

RAB setup failure rate

RAB active failure rate

There is also information about failure

reasons, which can be seen by clicking one
of the historical graphs. This way it is
possible to examine the reasons why certain
functions, such as RRC setup events, fail.

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