1、INTERNATIONAL TELECOMMUNICATION UNION ITU=T TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU M.1535 (05/96) SERIES M: MAINTENANCE: INTERNATIONAL TRANSMISSION SYSTEMS, TELEPHONE CIRCUITS, TELEGRAPHY, FACSIMILE AND LEASED CIRCUITS Designations and information exchange Principles for maintenance informa
2、tion to be exchanged at customer contact point (MICC) ITU-T Recommendation M.1535 (Previously 4XIlT recommendation) - STD*ITU-T RECMN M.1535-ENGL 179b 9 48b2591 Ob21858 104 ITU-T M-SERIES RECOMMENDATIONS MAINTENANCE: INTERNATIONAL TRANSMISSION SYSTEMS, TELEPHONE CIRCUITS, TELEGRAPHY, FACSIMILE AND L
3、EASED CIRCUITS M. 10-M.299 Introduction and general principies of maintenance and maintenance organization International transmission systems M.300-M.559 Intemational telephone circuits Common channel signalling systems M.560-M.759 M.760-M.799 M.800-M.899 M.900-M.999 M. 1000-M. 1099 International te
4、legraph systems and phototelegraph transmission International leased group and supergroup links International leased circuits Mobile telecommunication systems and services International public telephone network International data transmission systems M.1100-M.1199 M.1200-M.1299 M. 1300-M. 1399 I Int
5、ernational transport network M.2000-M.2999 Telecommunications management network Integrated services digital networks Common channel signalling systems M.3000-M.3599 M.3600-M.3999 M.4000-M.4999 11 Forjrther details, please refer to ITU-T List of Recommendations. STD-ITU-T RECMN M.1535-ENGL 177b D 48
6、b2571 Ob21857 O40 Series A Series B Series C Series D Series E Series F Series G Series H Series I Series J Series K Series L Series M Series N Series O Series P Series Q Series R Series S Series T Series U Series V Series X Series Z ITU-T RECOMMENDATIONS SERIES Organization of the work of the ITU-T
7、 Means of expression General telecommunication statistics General tariff principles Telephone network and ISDN Non-telephone telecommunication services Transmission systems and media Transmission of non-telephone signals Integrated services digital network Transmission of sound-programme and televis
8、ion signals Protection against interference Construction, installation and protection of cables and other elements of outside plant Maintenance: international transmission systems, telephone circuits, telegraphy, facsimile and leased circuits Maintenance: international sound-programme and television
9、 transmission circuits Specifications of measuring equipment Telephone transmission quality Switching and signalling Telegraph transmission Telegraph services terminal equipment Terminal equipments and protocols for telematic services Telegraph switching Data communication over the telephone network
10、 Data networks and open system communication Programming languages FOREWORD The ITU-T (Telecommunication Standardization Sector) is a permanent organ of the International Telecommunication Union (ITU). The ITU-T is responsible for studying technical, operating and tariff questions and issuing Recomm
11、en- dations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Conference (WTSC), which meets every four years, establishes the topics for study by the ITU-T Study Groups which, in their turn, produce Recommendations on these top
12、ics. The approval of Recommendations by the Members of the ITU-T is covered by the procedure laid down in WTSC Resolution No. 1 (Helsinki, March 1-12, 1993). ITU-T Recommendation M.1535 was prepared by IT-T Study Group 4 (1993-1996) and was approved under the WTSC Resolution No. 1 procedure on the 1
13、2th of May 1996. NOTE In this Recommendation, the expression “Administration” is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. O ITLJ 1996 All rights reserved. No part of this publication may be reproduced or utilized in any form or by an
14、y means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the ITU. 1 Recommendation M.1535 (05/96) CONTENTS 1 General . General terms and definitions . 1.2 Scope 2 Reference model . 2.1 Customer contact point reference model 2.2 Roles and communicati
15、on means at customer contact point 2.3 Maintenance process reference model Benefits of the model . 3.1 Customers benefits 3.2 Service provider benefits 1 . 1 3 References . ii Recommendation M.1535 (05/96) Page 1 1 3 4 4 4 4 4 4 5 5 ABSTRACT A customer contact point is a conceptual point at which a
16、service provider can interact with any customer of the offered service for the purpose of maintaining communication services. This Recommendation describes principles for the minimum maintenance information to be exchanged at customer contact point (MICC) with the application of a reference model an
17、d terms for maintenance information exchange between a customer and a service providers customer care staff at customer contact point under environment of multiservice providers. KEYWORDS Customer, Customer care staff, Customer contact point, Maintenance, Maintenance information to be exchanged at c
18、ustomer contact point (MICC), Management Service (MS), Operations, Administrations and Maintenance (OAM), Service provider (e.g. Administration, ROA, carrier, etc.). . 111 Recommendation M.1535 (05/96) - STD*ITU-T RECNN N.1535-ENGL 177b LiBb2591 Ob21Bb3 571 - STD-ITU-T RECMN M.1535-ENGL 199b 48b2591
19、 Ob2LBb4 408 9 Recommendation M.1535 PRINCIPLES FOR MAINTENANCE INFORMATION TO BE EXCHANGED AT CUSTOMER CONTACT POINT (MICC) (Geneva, 1996) 1 General A customer contact point is a conceptual point at which a service provider can interact with any customer of the offered service for the purpose of ma
20、intaining communication services. This Recommendation proposes principles for the maintenance information to be exchanged at customer contact point (MICC). Nowadays, as shown in Figure 1, customer activities include the use of communication services as well as its management. At customer contact poi
21、nt of service providers, customers require interactions that every service provider offers information in a commonly understandable manner under environment of multiservices and multiservice providers. For example, when a customer uses leased line services provided by multiple service providers, he
22、requires the maintenance information to be supplied in a commonly understandable manner to supervise communication status or to decide whether alternative means must be taken or not in the face of communication failures. Service providers have to share knowledge on what type of maintenance informati
23、on should be supplied to customers and how it should be exchanged to meet the requirements. The increasing customer demand for the quality of communication cannot be overlooked and service providers are more and more requested to make an effort to gain customers satisfaction within a compromise of t
24、echnological capabilities and operating resources. Currently, there is a strong need to define the above standard maintenance information to be exchanged and it is important to underline that these requirements are to be defined taking into account also other Recommendations (e.g. i 11, 12, 1131 and
25、 141). It is also important to note that in Figure 1 the customer contact point is not implying any implementation such as TMN or ISDN for the means of communication between a customer and the customer care staff of the service provider. 1.1 General terms and definitions For the purposes of this Rec
26、ommendation, the following definitions apply: 1.1.1 maintenance: A combination of activities which are carried out (e.g. by customers and/or service providers depending on specific situations) in order to maintain telecommunication services and to recover from failures, faults or problems of communi
27、cation services. An aspect of service providers maintenance activity from the viewpoint of the customer is one of the management service i, Z and 9. 1.1.2 customer: An entity which has both roles of the telecommunication service user and maintenance service user, who generates revenue for a service
28、provider through payment of charges. This includes the customer directly recognized by the service provider and excludes end users if the users use the value added service provided by a customer 13. 1.1.3 service provider: An organization that operates communication services and offers them to custo
29、mers. 1.1.4 (front-end function). customer care staff: An entity within service provider organization which directly interacts with customers 1.1.5 interact with any customer of the offered service for the purpose of maintaining communication services. customer contact point: A customer contact poin
30、t is a conceptual point at which a service provider can 1.1.6 Management Service (MS): An area of management activity which provides for the support of an aspect of Operations. Administrations and Maintenance (OAM) of the network being managed, described from the user perception of the OAM requireme
31、nts 8. 1 Recommendation M.1535 (05/96) 2 Recommendation M.1535 (05/96) - STD-ITU-T RECMN M-1535-ENGL 199b W Li8b259L Ob218bb 280 W Managed area Information 1.2 Scope This Recommendation defines a reference model which includes the description of maintenance processes where both customers and service
32、 providers care staff are involved, and it also provides the description of maintenance information defined in terms of the processes. The model is focused on the minimum terms which are essential to introduce future machine-to-machine interface 171. In particular the main purposes of this reference
33、 model are: i) ii) To share a common reference model for maintenance processes at customer contact point. To utilize common definitions of terms for maintenance information for communication services. An example of the relation between managed area and principal information to be exchanged at custom
34、er contact point is shown in Figure 2. iii) To share the concept and definitions of terms for maintenance procedures and the service level. However, for the above model the following main considerations apply: iv) Its utilization is for the exchange of maintenance information only (i.e. activities o
35、f SG 4)l). v) It is not intended to standardize any specific processes of each service provider as well as their internal organization. vi) It is not recommending any standard or target value for maintenancdservice level. vii) It is not intended to standardize any protocol implementation among servi
36、ce providers. Telephone services Leased circuit ISDN services Data transmission services services Contract information Billing information Provisioning information Maintenance information Quality information Generic principle and common definitions I FIGURE 2N.1535 Relation between managed area and
37、principal information at customer contact point This Recommendation should be used as a model for exchange of maintenance information between service providers and customers, and in no conflict with other functions or similar contact point which handle other types of services between Administrations
38、 or ROAS such as the “Customer Satisfaction Point” which is defined in Recommendation E.440 lo. Recommendation M.1535 (0996) 3 2 Reference model 2.1 Customer contact point reference model A customer contact point is a conceptual point at which a service provider can interact with any customer of the
39、 offered service for the purpose of maintaining communication services (as shown in Figure 1). Maintenance information to be exchanged at that point can be realized through either human-to-human interface or future machine-to-machine interface (e.g. UNIS and TMN). Additionally, maintenance informati
40、on between service providers is provided in Recommendations M.1400 3. M.1510 4, M.1520 5 and M.1530 6. 2.2 Roles and communication means at customer contact point 2.2.1 Roles When a customer needs to contact the service provider for the exchanging of the maintenance information, the customer recogni
41、zes any service front entity (e.g. a person) as a customers care staff. Therefore, the management of service will involve a customer and a service providers customer care staff. 2.2.2 Communication means Multiple communication means will be utilized under the environment of multi-services and multis
42、ervice providers such as a voice medium (telephone communications), a paper medium (facsimile communications), an electronic medium (text communications) and formatted electronic medium (e.g. il, 12, 13 and 14). No single medium will be specified as the communication means at customer contact point.
43、 For this Recommendation, communication can be described by text format which can easily be translated to any other communication means especially for electronic communication media. 2.3 Maintenance process reference model Generally, the maintenance process is quite complex since it depends on diffe
44、rent situations. In order to extract maintenance information to be exchanged with customers systematically, it is useful to create a reference model that divides maintenance process into some sub-processes, that is, the minimum unit (see Figure 3). Actually, maintenance process is carried out by com
45、bining sub-processes corresponding to different situations. Maintenance related sub- processes consist of customers activity, service provider/customers care staff activity, and information exchanged between them. Maintenance information exchanged with customers is extracted based on this maintenanc
46、e process reference model. Maintenance related sub-processes can be categorized from the viewpoint of the customer as illustrated in Figure 3. 3 Benefits of the model 3.1 Customers benefits 3.1.1 Efficient fault restoration The model and terminology shared by customers care staff of several service
47、providers enable more accurate and rapid maintenance information exchanges for fault recovery. This will save time in localizing fault and restoration. 3.1.2 Capability to introduce automation of maintenance information exchanges Sharing the same model and terms, customers care staff of different se
48、rvice providers will lead customers to prepare for future machine-to-machine interfaces. Automation of maintenance information exchanges and communication management by customers themselves will be enabled. 4 Recommendation M.1535 (0996) customer 111( Maintenance related process ID-. Information exc
49、hange Bringing-into-seMce process Fault reporting process Network fault reporting process Fault localization process Service restoration process Network repair process Follow-up process Planned outage process SeMce prwider - Customers care staff FIGURE 3M.1535 Maintenance process reference model 3.2 Service provider benefits 3.2.1 Efficient fault repairment The model and terminology shared by customers enable more accurate and rapid maintenance information exchanges for fault recovery. This will save time in the maintenance
