1、CCITT RECMN*M.L550 92 Li862531 0578842 82T INTERNATIONAL TELECOMMUNICATION UNION CCITT THE INTERNATIONAL TELEGRAPH AND TELEPHONE CONSULTATIVE COMMITTEE MAINTENANCE: DESIGNATIONS AND INFORMATION EXCHANGE M.1550 (1 0/92) ESCALATION PROCEDURE CCITT RECMN*M=L550 92 48b259L 0578843 7bb FOREWORD The CCITT
2、 (the International Telegraph and Telephone Consultative Committee) is a permanent organ of the International Telecommunication Union (ITU). CCITT is responsible for studying technicai, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications
3、 on a worldwide basis. The Plenary Assembly of CCITT which meets every four years, establishes the topics for study and approves Recommendations prepared by its Study Groups. The approval of Recommendations by the members of CCITT between Plenary Assemblies is covered by the procedure laid down in C
4、CITT Resolution No. 2 (Melbourne, 1988). Recommendation M.1550 was revised by Study Group IV and was approved under the Resolution No. 2 procedure on the 5th of October 1992. CCITT NOTE In this Recommendation, the expression “Administration” is used for conciseness to indicate both a telecommunicati
5、on administration and a recognized private operating agency. O ITU 1993 All rights reserved. No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the ITU. CCITT RECMN*
6、M=L550 92 I 4862591 0576644 bT2 Recommendation M.1550 establish communications to the appropriate level in their organizations for effective decisicm making for service I priorities and advising customers of service difficulties. ESCALATION PROCEDURE (Published, Melbourne, 1988 as M.711; revised and
7、 renumbered in 1992) Abstract This Recommendation defines a procedure for referring matters to an organizational entity of greater expertise or authority. The Recommendation identifies the general occasions when it will be used, escalation criteria, agreements, communication paths, and defines an es
8、calation point. Keywords - capacity, - circuit. - escalation, - fault, - maintenance, - path, - procedure, - restoration. 1 General An escalation procedure is the process of referring a matter to an organizational entity with a greater degree of expertise or authority. Normally cooperation between m
9、aintenance elements in different Administrations, described in Recommendations M.2130 I, 0 5 and M.710 2, 0 2.3.2 will result in the satisfactory identification and correction of faults. There may be circumstances, however, where the fault escalation procedure needs to be used. Generally this will o
10、ccur when certain criteria are reached (see 0 3). The stage at which an Administration will invoke the escalation procedure will be ini accordance with pre- established bilateral or multilateral agreements which take into account severity of the fault, importance of the service affected, etc. When t
11、hese agreements exist the escalation procedure is mandatory. In the absence of such agreements, invoking the escalation procedure is a matter for discretion and will depend on such factors as slzverity of the effect of a fault on the service. When occurrences cannot be resolved by the staff at maint
12、enance points, the primary activity is for discussion between the supervisors (or managers) of the maintenance points in each Admiinistration in order to agree on a satisfactory solution. These are the first escalation points (first escalation level) for problems which cannot be resolved through nor
13、mal cooperative actions. Persistent maintenance problems that cannot be resolved at the first escalation point will then be escalated to the second escalation point nominated by an Administration, which will normally (see 0 5) be the technical service described in M.75 3. 2 Communication Recommendat
14、ion M.155(11 (10/92) 1 CCITT RECMN*M.L550 2 e gBb253L 0578845 539 Escalation communications between Administrations should normally occur horizontally (see Figure 1/M. 1550) between peer levels, e.g. escalation communications should only occur between the same escalation levels. However, in exceptio
15、nal circumstances communication can occur between Administrations at different escalation levels. Administration Administration A 8 i i - Second escalation level t t First escalation levei ot-.c1 Escalation point 7 Escalation - Escalation communication f-3 Normal communication FIGUKE 11M.1550 Escala
16、tion communication paths 3 Criteria Administrations should establish the criteria under which the escalation procedure should be invoked. Such instances are for example - indications of a network malfunction persist despite repeated fault investigations; the same fault recurs within short intervals;
17、 a fault is not cleared or is not likely to be cleared within a reasonable period of time; loss of 20% of PSTN traffic circuits between Administrations; loss of 10% of traffic on a route (Recommendation ES41 4); - - - - - loss of 30% of transmission capacity between two centres; - loss of a critical
18、 transmission path (requires mutual agreement on critical designation); - major service failures (e.g. loss of a submarine cable system, satellite path, line system, radio system or switching node, etc.); - natural disasters which have a major effect on service carrying capabilities, e.g. earthquake
19、s, floods, storms, forest fires, destruction of a telecommunication centre, etc. The above percentages are given as examples only and will be subject to the configuration of each Administrations network and service objectives. 2 Recommendation M.1550 (10/92) CCITT RECMN*M.L550 92 q86259L 0578846 475
20、 4 Agreements Administrations are encouraged to discuss bilaterally and agree necessary escalation procedures for the mutual delivery of acceptable service performance. 5 Definition of escalation point An escalation point is an element within the general maintenance organization for telecommunicatio
21、n services which is established to assist in the resolution of network and service problems that cannot be resolved through the normal use of cooperative interworking procedures and facilities. The Organization unit or person with the escalation point responsibility shall be empowered with the neces
22、sary authority and have the necessary resources and expertise available to discharge the function within the overall escalation procedure. The role of an escalation point is to receive escalated problems from lower echelons (maintenance points or persons) and through necessary actions strive for the
23、 resolution of the problem. This may necessitate - - - discussions with counterparts within the Administration and with counterparts in other Administrations; additional human resources being made available; assistance in prioritization of existing activities or actions; - initiating special investi
24、gations. The escalation point shall have a named organization unit or person as the contact, and be provided with appropriate communication facilities. The normal hours of operation, and contact points out of normal hours should be stated. This information shall be embodied within contact point info
25、rmation (see Recommendation M.1510 5). Where more than one escalation point exists providing differing levels of escalation assistance, the escalation points shall not be assigned to the same person or persons. References u1 CCITT Recommendation M.2130 Operational procedures in locating and clearing
26、 transmission faults. 21 CCITT Recommendation M.710 General maintenance organization for the international automatic and semi-automatic telephone service. Pl CCITT Recommendation M.75 Technical service. 41 CCITT Recommendation ES41 Overall grade of service for international connection. 51 CCITT Recommendation M. 1510 Exchange of contact point information for the maintenance of international services and the international network. Recommendation M.1550 (10/92) 3 CCITT RECMN*M.1550 92 4862593 0578847 301 I Printed in Switzerland Geneva, 1993
