Transcript 21CN - BT Wholesale

Working together to minimise customer
risk on migration to the 21st century
network
Presentation for Emergency Services
Name
Position
1
Purpose
• This presentation is for use by
Communication Providers in order to raise
the awareness of the 21CN migration
programme with their Emergency
Authorities
2
21CN - Working together
• This
presentation 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 - BT's 21st
Century Network is still in the process of
development and the subject of
consultation. The information in this
presentation may be subject to change'
3
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
• We will look at the impact of transfer to 21CN:
– From the perspective of a member of the
public
– From an emergency service’s control room
perspective
• To discuss next steps on actions required
• Q&A
4
21CN - What is the 21st Century Network?
• 21CN - BT’s world leading, exciting and
ambitious communications
transformation programme
• 21CN - a new secure and intelligent IPbased infrastructure to support new
generations of communications
services
• 21CN - will empower customers with control,
choice and flexibility like never before
• 21CN - is not selective: customers in
metropolitan & rural areas across the
UK will benefit
• 21CN - is good for UKplc. Advanced communications
networks provide the heartbeat for any modern
society, & for any advanced economy, in the 21st
century
5
21CN - What does it mean?
• Involves the transfer of 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
• Except for areas of South Wales, cities and
regions do not migrate to 21CN en masse
• 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
6
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 secure IP-based networks
7
21CN - What is the impact on the public?
• 21CN migration is being managed carefully
to minimise the unavailability of access to
999 and essential services
• 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
8
21CN - What is the impact on the public?
• Engineering activity that affects customers’ services can take
place 24/7 but wherever possible will take place during the night
• Mobile phone services are not affected
• BT Wholesale will be monitoring the network to ensure there are
no 999 voice calls in progress at the point of transfer
• VOIP 999 calls in progress 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
– there will be no network announcements
9
21CN - What does it mean for those receiving
emergency and safety critical calls?
• Existing network signalling will be
monitored on the legacy network
• Migration will not be attempted if
emergency/essential calls are in progress
from fixed lines or payphones – but other
calls in progress will be cut off
• Special measures will be taken to
minimise the impact on providers of
emergency and critical services
For example:
•
21CN rollout plans already take
existing resilience arrangements
into account
• Detailed local operational plans
will be developed
10
21CN - Special measures for ‘life & death’
service providers
• 21CN scheduling will ensure:
– 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,
Wednesday/Thursday where possible
• To aid planning, emergency services will be
told:
– the week of their migration nine months
before
– the night of their transfer three months
before
• (Timescales will differ for Cardiff and the
surrounding area)
11
21CN - Clear, consistent communications
Consumers
& single
site SMEs
• Pan-industry agreed communications programme
for all end users
– one phone number to call: 0800 030 4000
– one website to visit: www.switchedonuk.org
– customised door drops across the UK
Corporates
• Direct briefings by communications providers
– using centrally agreed briefing materials
Industry is proactively informing organisations that provide services to
vulnerable people such as RNIB, citizens advice bureau
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21CN - 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
13
21CN - Testing customer equipment
• BT expects the vast majority of customer
equipment to work in the same way with 21CN
• A comprehensive testing programme is
underway
• Includes telephone handsets, analogue and
broadband modems, fax and answering
machines, corporate switch boards, security,
telecare and telemetry equipment…
• More than 2200 devices are on the 21CN test
database
•Results of testing to date can be found on the
switched-on web site
www.switchedonuk.org
14
21CN - 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 21CN
migration period
15
21CN - Emergency and critical numbers
• Our priority is to maintain public access to defined ‘life and death’
services during 21CN migration. These services are:
–
–
–
–
–
–
–
–
–
999
112
Text Direct 18000/18001
ChildLine
Samaritans
NHS Direct /NHS 24 (Scotland)
101 Single Non Emergency Number
Transco - gas escape reporting number
Anti-terrorist hotline
16
21CN - Timeline to migration
Week of
Migration
advised
Night of
Transfer
Night of
Migration
advised
EAs advise BT of pre-planned events
- 9 months
- 3 months
- 4 weeks
22.00
on
night
0
*Not to scale
17
21CN - 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 CPs
• 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 circumstances
18
21CN - 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
• EAs need to monitor and understand the
impact of change on their internal
infrastructure and ability to deploy resources
• EAs need to review their own business
continuity plans including onward connect
numbers
19
21CN – 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
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Key Links
• For general 21CN information on 21CN:
www.btplc.com/21CN
• To understand more about your specific
21CN upgrade, visit the industry
communications campaign website at:
www.switchedonuk.org
21
21CN - Key points
• 21CN - UK rollout started in November 2006 and spreads
across the UK over the next 5 years
• 21CN - industry is taking customer migration seriously and
sensitively managing emergency and critical services
on the night of customer migration
• 21CN - industry welcomes your input, advice and support
• We look forward to working together to successfully deliver
21CN across the UK
22
A
Q
&
23
The following are a selection of
slides and material that can also
be used in the main presentation
to help explain the 21CN
migration
For up to date information always
refer to the Consult 21 web site
www.btwholesale.com/consult21
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21CN – Typical Impacts
• As well as on the night impacts there are
pre migration activities that take place that
also incur service breaks.
• All the impacts from transfer engineering
onto 21CN are captured on the TE Impact
Matrix which is published on the consult
21 web pages.
• www.btwholesale.com/consult21
25
Typical ‘on the night’ interruptions that
customers may experience
Activity
Maximum service outage
time
PSTN migration
Outgoing calls not possible
3 minutes
Incoming calls not possible
30 minutes
ISDN migration
Outgoing calls not possible
10 minutes
Incoming calls not possible
30 minutes
Broadband migration
Voice and data calls
affected. Incoming and
outgoing calls not possible
10 minutes
•Refer to the TE Impact Matrix for specific and up to date information
26
21CN Reliability, continuity and resilience
• 21CN is a private IP network, NOT the Internet
• 21CN separates network and services
• 21CN is engineered with high availability and
resilience
• 21CN Assurance agreed with CSIA
27
Providing assurance through testing
• Comprehensive 21CN trials and testing
programme is underway
• Products and services will be tested from a
functionality and operational perspective, for
example:
– Customers’ ability to place a call to the
emergency operator
– Testing to ensure network resilience is the
same or better than today
– The ability of EAs to take and handle 999/112
calls, including the CLI facility
– End to end testing
• Testing covers services that cross network
boundaries, that is, 999 calls transferred from one
CP’s network to another
• Customer premises equipment is being tested
and the results published
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