Traffica16SP2 at Customer Care

Pablo Ruiz A.

© Nokia 2016
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Exercises

2
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Excrcises

3
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
-E.g. database queries or real time monitoring
Helps operators to enhance
• User definable alarms
the network quality
-Service quality monitoring for example to
experienced by the end-user corporate customers. Detect problems before
end-customer

4 © Nokia 2016
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

5 © Nokia 2016
Introduction
Traffica16SP2 at Customer Care topology

6 © Nokia 2016
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.

7 © Nokia 2016
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.

8 © Nokia 2016
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.

9 © Nokia 2016
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.

10 © Nokia 2016
 Exercise 1
Traffica16SP2 16 Administration
• What is the Traffica16SP2 at Customer
Care System?

• What are the components of

Traffica16SP2 at Customer Care
topology?

11 © Nokia 2016
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Exercises

12 © Nokia 2016
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..
13 © Nokia 2016
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).

Registry Entry Default Value Description

AdditionalInput 0 Defines the number of additional input
DirectoryCount directories.
AdditionalInputDirector No value Defines additional input directories.
y<n>
AlarmCriticalJob 1600 Critical load alarm is cancelled when job
QueueCancelLimit queue size drops below this value in the
job queue.
AlarmCriticalJobQueu 2000 A critical load alarm is created when the
eLimit job queue size is greater than this value.
AlarmVeryHighJob 1100 Very high load alarm is cancelled when
QueueCancelLimit job queue size drops below this value.

14 © Nokia 2016
Management
Traffica16SP2 at Customer Care management

Registry Entry Default Value Description

AlarmVeryHighJob 1500 A very high load alarm is created when
QueueLimit the job queue size is greater than this
value.
AlarmHighJobQueue 500 High load alarm is cancelled when job
CancelLimit queue size drops below this value.
AlarmHighJobQueueLi 1000 A high load alarm is created when the
mit 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 10 Defines how many threads handle
Cnt 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
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 c:\solid\solid.exe This command is used to start the Solid
ne –m –x disableall database engine.
messageboxes –
x Autoconvert
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Management
Traffica16SP2 at Customer Care management
Registry Entry Default Value Description
DBServerCount 32 This is the maximum number of
databases.
EventInserterThreadC 1 This is the maximum number of threads
nt 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.
17 © Nokia 2016
Management
Traffica16SP2 at Customer Care management

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 15 This is the interval at which
IntervalMinutes TrafCCLoader logs performance
statistics to werlogTrafCCLoader
Admin.log.
StoreInvalidFiles 0 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.

18 © Nokia 2016
Exercise 2
Traffica16SP2 16 Customer Care

• What is the steps to Managing

TrafCCLoader?

• What is the steps to Configuring

TrafCCLoader registry entries?

19 © Nokia 2016
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.

20 © Nokia 2016
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"

22 © Nokia 2016
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.

23 © Nokia 2016
Managment
Traffica16SP2 at Customer Care installation

Planning Traffica16SP2 Customer Care System:

• 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.

24 © Nokia 2016
Managment
Traffica16SP2 at Customer Care installation

Standalone System:

• 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

25 © Nokia 2016
Managment
Traffica16SP2 at Customer Care installation

Integrated System:

• 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.

26 © Nokia 2016
Exercise 3
Traffica16SP2 16 Customer Care

• What are the Traffica16SP2 at Customer

Care elements ?

• What is the steps to Planning

Traffica16SP2 Customer Care System?

27 © Nokia 2016
Exercise 4
Traffica16SP2 16 Customer Care

• What is the steps to installation

Standalone System?

• What is the steps to installation Integrated

System?

28 © Nokia 2016
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Excercises

29 © Nokia 2016
Configuration
Traffica16SP2 at Customer Care configuration

Configuring Traffica16SP2 Customer Care DB Server

• 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.

30 © Nokia 2016
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).

• 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.

31 © Nokia 2016
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.

32 © Nokia 2016
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?

33 © Nokia 2016
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

34 © Nokia 2016
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

38 © Nokia 2016
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Excercises

39 © Nokia 2016
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

40 © Nokia 2016
Monitoring the portal system

• 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.

41 © Nokia 2016
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
• 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.

42 © Nokia 2016
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
- To clear the portal log file, execute the following command on portal server:
cat /dev/null > "path of the log file"

43 © Nokia 2016
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
- The CEM Portal session time can be modified in cemportal-deployment.properties present
in \usr\share\tomcat6\webapps\ROOT\WEB-INF\classes

44 © Nokia 2016
Backup and Recovery

• 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

45 © Nokia 2016
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Excercises

46 © Nokia 2016
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

47 © Nokia 2016
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

48 © Nokia 2016
 Module contents

Traffica16SP2 at Customer Care

 Introduction

 Management

 Configuration

 CEM Administration

 CEM Portal

 CQI

 Exercises

49 © Nokia 2016
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.

50 © Nokia 2016
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
- Accessibility
- Retainability
- Mobility percentages.

52 © Nokia 2016
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.

53 © Nokia 2016
eNodeB Cluster Drill-down Graphs

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

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eNodeB Troubleshooting

• 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.

55 © Nokia 2016
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:
- RRC Setup Success Rate
- RAB Setup Success Rate
- RAB Retainability.

56 © Nokia 2016
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.

57 © Nokia 2016
RNC Troubleshooting

• 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.

58 © Nokia 2016
© Nokia 2016