Transcript Dawn Foley/ Bob Corner

Preparing for
21CN Migration
Dawn Foley/ Bob Corner
Customer Engagement
The dates and other information about BT's 21CN programme in this presentation are based on
the best information currently available. As in any programme of this size and complexity, they
may be subject to change.
Agenda
Brief recap on 21CN
Bob Corner
Preparing for 21CN Migration
Dawn Foley
Timeline of Events
Dawn Foley
Transfer Engineering Impacts
Dawn Foley
So What Does It Mean ?
Dawn Foley
Communication Materials &
Tools Available
Wendy Moir
Summary of Timelines & Impacts
Bob Corner
Questions & Answers
Bill du Cann
© British Telecommunications plc
The changing face of communications
Transformation
The Inter-human web
Internet
> Simplex
communications
> Email, ftp, telnet
> Cost focus
WWW
> Web surfing
> Simple ebusiness
> Mobility
> multimedia based
collaboration between
any terminal
> ubiquitous virtual
business applications
and performance
> Interactive multimedia
services (IPTV)
Time
Business and society is adopting the Inter-Human web
© British Telecommunications plc
21CN – It isn’t the internet
• Fiction:
• IP networking is ‘dangerous’ with viruses,
hackers, worms... being the norm
• Facts:
• 21CN is a private, carrier grade IP
network protected by firewalls and other
technologies that is not open to the
internet
• 21CN is a managed and controlled
network subject to detailed planning rules
and security measures
• The telecoms industry already manages
many security conscious IP-based
networks
© British Telecommunications plc
To implement 21CN BT is…
• Emulating defined products and services onto 21CN
– Its intent is to do this unchanged from current features
and benefits
– Some products will remain on the legacy network
• Private Circuits - consultation in 2008 begins
• Datastream and IPstream SDSL will remain on legacy
• Migrating all our lines and connecting them to this
new NGN core network
– This means that every line across the country will
experience an outage
– 30 million PSTN and more than 8 million BB lines
– That is more than 150,000 lines every week !!
• Developing in parallel an NGN product portfolio
© British Telecommunications plc
Providing the assurance before we start
• We have already ran thousands of tests which will
continue throughout the programme
–
–
–
–
Products
Migration processes
Customer Premises Equipment (CPE) compatibility
Network / vendor testing
• CP’s feedback on test criteria has been incorporated
• For up-to-date CPE compatibility results go to
switched on website
• Detailed test results can be accessed by CPs only
through the 21CN Test database via a secure log on
• Collaborative assessments take place to understand
the impacts on CPE compatibility issues
© British Telecommunications plc
http://21cntestingdb.bt.com/
Consultation Approach
Consult
• Review TE methods
and migration
processes
Line Migration
eg Pathfinder
Review
National
Migration
• BT carry out a carefully • BT/CPs verify the
designed migration in
migration process was
line with a published
carried out as expected
plan
• Assess the impact
• BT/CPs identify gaps
• CP’s manage their
• On end users
• CP’s to review their
customers through the
processes/policies
• BAU fulfilment
migration in line with
/assurance
policies they have
• CP’s identify any
processes
created
refinements to their
processes/policies
• Identify information and
tools required to
manage these impacts
© British Telecommunications plc
Providing the assurance before we start
• Additional measures have been implemented for
Emergency & Critical Service (E&C) Providers
– Additional care extended to E&C calls in pre migration
stages including ‘tagging’ of lines
– Additional monitoring of end user calls in progress during
transfer
– Working with Emergency Authorities
• Customers will be automatically and seamlessly
migrated, we as CPs need to provide appropriate
communications and messages of assurance
© British Telecommunications plc
Phased Approach
• Basic Principles are to migrate PSTN, ISDN and BB in distinct
Transfer Engineering methodologies.
• Each migration will have a pilot eg Pathfinder
–
–
–
–
Interconnect
PSTN
ISDN
BB
• Pilots are controlled, start small building in volume
• Objective is to demonstrate mass migration capability and
identify gaps/corrective actions
• PSTN/WLR started in Wick in Nov 2006
– Covers 350,000 PSTN lines
• IPstream starts in West Midlands in Nov 2007
– Covers circa 60,000 users [tbc]
© British Telecommunications plc
Phased approach - PSTN
• All POTs customers on the Wick concentrator have
now been migrated successfully and the Wick concentrator is
now supporting the full range of voice products and services.
–
–
–
–
–
–
–
•
Bedlinog concentrator 600 linesNelson concentrator 2200 linesYnysybwl concentrator 2000 linesTreharris concentrator 3000 linesFerndale concentrator 5000 linesTonyrefal concentrator 5000 linesCaerphilly DLE 20000 lines-
03/07/2007
19/07/2007
30/07/2007
06/08/2007
13/08/2007
13/08/2007
20/08/2007
Subject to the overall programme these dates may change
© British Telecommunications plc
Impacts Timeline
Some minor
differences
in service –
its emulation
not
replication
PSTN
BB
ISDN2
ISDN30
X
X
X
X
X
© British Telecommunications plc
Grey = some customer affected
Black = all customers will be affected
Communications & Impact Timeline - PSTN
© British Telecommunications plc
~Now – 3 months to go - PSTN
National Schedule Plan…..
• Schedule issued with quarterly
dates
• Identify requests for change
• ~9 months the week is
published -
• 8 months plan ‘locked’
• ~3 months the night of is
published
• Switched-on web site is updated
© British Telecommunications plc
~6 – 3 month to go - PSTN
TE Impact Matrix publishes the
worst case scenario…….
• PSTN ~3 mins
• 10% of customers affected
• 24 hours 7 days a week
• All reasonable steps taken to protect
calls in progress
10%
• Evidence to Date…..
• Initial trial customer break between 2
– 3 mins
• Full scale trials to commence
© British Telecommunications plc
~3 – 1 month To Go - PSTN
100%
© British Telecommunications plc
TE Impact Matrix publishes the
worst case scenario…….
•
PSTN ~3 mins
•
100% of customers affected
•
24 hours 7 days a week
•
All reasonable steps taken to
protect calls in progress
Evidence to Date…..
•
Two methods:
1.
80% of end users
•
Based on 22,000 lines - average
11 seconds break
2.
20% of end users
•
320 lines - Av customer break 2
mins
No end user faults recorded,
although some feedback from
end user when notification took
place
Timeline 2 weeks to Go - PSTN
From 10pm no end user activated changes can
be made eg change or initiate call divert
On the night and early hours of
migration
-3d
0d
pm
0d
midnight
QG2
QG3
QG4
Site
Readiness
© British Telecommunications plc
Migration
Readiness
SitReps
Migration
Commencement
Post-Cut Over
Monitor
Business As
Usual
1d
am
<+7d
QG5
QG6
Migration
Completion /
Stability
Commencement
Stability
Completion /
Release to
BAU
Post Migration - PSTN
Next Morning End User
Differences…….
Impacts lifted from data freeze,
End user can once again
See TE Impact
© British Telecommunications plc
• Access messages
• Change Call Divert
•Some end users will notice minor
changes to their features
• Reminder Call
• Outgoing Call Barring –
change of code/change of
operation
• Special Dial Tone
• Some now have ‘Howler’ for
first time
• Smart Divert access
• CPE Impacts ?
Recap of Objectives of Today
• Provided the Assurances
–
–
–
–
Understanding of the timelines
Knowledge of the impacts
Awareness of Testing roadmap
Understanding of the Communications available
• Industry need to turn these Assurance statements
into end user communications
© British Telecommunications plc
Communications
End
users
CP tool kit
• Things that can be
shared/said with end users
• Tells them the what and
deals with their issues
CE Workshops
Product &
consultation briefing
• Helps CP’s
understanding
• How you know what
you need
TE
MATRIX
21CN Migration Portal
• PEW information
• Scheduling information
© British Telecommunications plc
© British Telecommunications plc
What is switched-on?
•
Switched-on is the name of the programme of public information to communicate
BT’s migration to a next generation network.
•
A switched-on branded door drop will be sent to almost every residential address
in the UK. A targeted direct marketing pack will be sent to approximately 2 million
single site small businesses. Corporate customers will be informed of the switched
on process directly by their CPs.
•
An independent switched-on web site has been developed to provide additional
information and to further reassure customers about the new network. Over time,
customers will be able to use the web site to find out when their voice, broadband
and ISDN services will be switched-on.
•
A dedicated and independent switched-on call centre has also been set up to
provide information to customers and to handle customer queries relating to the
switched-on process.
•
Switched-on is not commercial in any way and is not designed to give any single
provider a competitive advantage. It will not communicate any new services or
benefits enabled by the new network for BT or any other CP.
© British Telecommunications plc
Website visuals
© British Telecommunications plc
Door drop and direct mail visuals
Residential door drop
SME direct mail
© British Telecommunications plc
The switched-on communications toolkit
•
To ensure CP generated communications regarding the new network and the
process of getting switched-on are consistent across the industry, a
comprehensive toolkit of collateral and guidance was circulated to the
communication teams at every CP in the UK. Contents include:
-
•
Switched-on identity artwork and brand guidelines.
Call centre briefing pack.
Information on how to register for the CPE testing tool and resolve technical
questions.
Pre-approved messaging for inclusion in internal and external
communications.
Guidance on how to refer to the switched-on web site and call centre,
including easy to install banners and buttons for CP external and internal
websites.
The latest version of this presentation.
The latest toolkit materials can be downloaded from the communications
area of the Consult21 website and will be added to over time at
www.btwholesale.com/consult21
© British Telecommunications plc
CP Toolkit
© British Telecommunications plc
Webcall update
18 April
Product retirements
24 April
21CN overview
2 May
Migration process
22 May
CPE compatibility testing programme
31 May
Switched-on communications campaign
20 June
Pathfinder programme overview
9 July
Preparing for 21CN migration
26 July
Broadband migration programme
27 Sept
Migration portal overview
Industry invited to suggest topics of interest …
© British Telecommunications plc
SOURCES OF FURTHER INFORMATION
• Information and support for communication providers on the
21CN programme:
http://www.btwholesale.com/consult21
• The independent public information website covering the
process of migration:
http://www.switchedonuk.org
• For general information about BT’s 21CN programme go to:
http://www.btplc.com/21CN/
© British Telecommunications plc
Summary
• Its not just on the Night
Impacts Before, During and
After Migration
• Its not just a physical
disconnection
• It is PSTN BB and ISDN
services
• Communications are
available
• How are you going to use
these tools to ready
yourselves Internally – Are
your people Informed,
Prepared and Ready ?
• How are you going to
formulate end user
messages?
• Do you know where to go to
get the Information?
• It’s already started…..
• Are you switched-on yet ?
© British Telecommunications plc
Questions

Answers
© British Telecommunications plc