Technology Department

Engineering Division
Title Network Supervision Activity
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Procedure for Network Supervision Activity

Technical contents Distribution list

This document describes the activities performed 

by the Network Supervision Team in order to 
detect and follow up any network trouble. 


Name Department Date Signature

Written by Technology

Approved by

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

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 Technology Department
Engineering Division
Title Network Supervision Activity
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Version history

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1.0

Table Of Contents

1 INTRODUCTION.....................................................................................................................4

File ID : TECHNOLOGY DEP., ORASCOM Phone: +2023022515

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 Technology Department
Engineering Division
Title Network Supervision Activity
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1.1 Scope.........................................................................................................................4
1.2 Abbreviation..........................................................................................................4
1.3 Definitions...............................................................................................................5
1.4 Entities Involved in Network Troubles..........................................................5
2 SUPERVISION ACTIVITY.....................................................................................................6
2.1 Supervision Main Tasks.....................................................................................6
2.2 Supervision Main Tasks.....................................................................................7
2.3 Supervision Tools..................................................................................................8
2.4 NTT generation and administration process.................................................8
2.4.1 Operation concerning NTT administration..............................................................9
2.4.2 Operation concerning NTT daily report....................................................................9
2.4.3 Operation concerning the faults daily report............................................................9
2.4.5 Distribution List...........................................................................................................9
2.5 Realerting Procedure............................................................................................10

1 INTRODUCTION

1.1 Scope

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 Technology Department
Engineering Division
Title Network Supervision Activity
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The object of this document is to describe the activities performed by the Network Supervision
Team, as well as the relationship and the documents exchanged between this team and other
Departments.

1.2 Abbreviation

BTS: Base Transceiver Station

BSC: Base Station Controller
BSS: Base Station Subsystem
CSD/HL: Customer Service Department/Hotline
DIG: Deployment Integration Group
GSM: Global System for Mobile Communication
HLR: Home Location Register
LL: Leased line
MSC: Mobile Switching Center
NE: Network Element
NQG: Network Quality Group
NST: Network Supervision Team
NSS: Network Sub-System
NTT: Network Trouble Ticket
OMC: Operation & Maintenance Center
TD: Technical Division
TTWO: Trouble Ticket and Work Order tool
TT: Trouble Ticket
VAS: Value Added Service
VLR: Visited Location Register
WH: Working Hours
NWH: Non-Working Hours
O&M: Operation & Maintenance

1.3 Definitions

Some concepts, currently applied within the network trouble management system used by the
Technical Department are hereby reminded:
 NTT (Network Trouble Ticket), this is an internal document generated by NST. It is the
first document in the trouble management process. It gives detailed information on an OMC
alarm and can be also used as an intervention request to the maintenance teams. All NTT are

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 Technology Department
Engineering Division
Title Network Supervision Activity
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to be preserved by NST. The collection of all generated NTT is a valuable source of

information.
 SAR (System Anomaly Report), this document is generated by Maintenance team or
Support Group and serves as written support for the communication with the suppliers
(equipment or services suppliers); thus realizing a standardized interface with them.
 NTT Daily Report, this is a daily table containing information about all traffic affecting
problems occurred within last 24 hours. This document is a report about the network
functioning and it is sent by the NST to the technical division director and to all technical
division departments’ managers.
 Faults Daily Report, this is a daily table containing information about all non-traffic
affecting problems occurred in the network. This document is a report about the network
status and is sent twice a day by the NST to the Maintenance Team Manager.
 Corrective Maintenance, the maintenance carried out after fault recognition in order to
restore an item to a status in which it can perform its required function.
 Preventive Maintenance, the maintenance carried out at predetermined intervals or
according to prescribed criteria in order to reduce the probability of failure or degradation
of the equipment.

1.4 Entities Involved in Network Troubles

Within Technical Division the following entities dealing with network troubles can be identified:

 NST, this team is constantly checking the network status using OMC-R and OMC-S
terminals. When an alarm occurred, NST has to manage the trouble (Remote action or
transfer to maintenance team)
 BSS Maintenance Team (Level 1)*, this team provides the first level of action, according
to the situation. They are in charge with primary on-site interventions.
 BSS Maintenance Team (level 2)*, this team provides the second level of action,
whenever the first level action was not successful to solve a network problem.
 NQG (network Quality Group), this team is in charge with the improvement of network
functioning.
 NSS Maintenance Team, this team provides the first and second level of action.
*) According to the size of the network, the L1 and L2 can be the same team.

2 SUPERVISION ACTIVITY

2.1 Supervision Main Tasks

NST is permanently monitoring the OMC terminals. The alarms generated by the GSM network
elements are signaled on the OMC terminals and are processed by NST. This team takes care of the
follow-up of a declared alarm from generation to extinction.

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Engineering Division
Title Network Supervision Activity
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Duties performed

 Alarms detection and first analysis of the faults.

 Remote actions on network troubled elements, in order to solve the occurred
problems.
 Generation of NTT, NTT daily Report, Faults Daily Report and other documents
concerning the network troubles.
 Triggering on Maintenance Team interventions on site.
 Follow-up and reporting of interventions.
 Spreading information towards all concerned departments about the network
troubles.
 Statistics on service availability related to breakdowns.
 Informing the Customer Service about the traffic affecting troubles.
 Creation of new sites in OMC-R.
 Consultation of parameters.
 Counters checking (traffic & drop call), in case of problem detected: inform BSS
support and NSS support.
 Providing a historic diskette with weekly faults report to the maintenance manager.
 Providing a diskette with the up-dated BSS Topology to the maintenance manager.

Relationship with other jobs within the technical division:

 BSS Maintenance Teams (Level 1 and 2).

 NSS Maintenance Teams (Level 1 and 2).
 Network Quality Group.
 Engineering Group.
 Customer Care.

Working Conditions: Shifts (overnight and weekends)

Equipments used: OMC-R and OMC-S with special terminals as per supplier specific.

Training required:

 GSM Overview.
 OMC-R and OMC-S.
 Transmission supervision tools.
 UNIX administration.

2.3 Supervision Main Tasks

NST is permanently monitoring the network status. In case of alarm, which can be caused by
abnormal function of the equipment or any other event, the OMC terminal will raise an alarm.

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Title Network Supervision Activity
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The on-duty supervisor notices the alarm and analyses the fault (because the alarm message usually
gives a very brief description of the alarm). He must try to solve the problem by remote actions; if
the alarm does not disappear, NST calls the Maintenance Team Level1, providing them all the
available information about the alarm seen on the OMC terminal.

The Supervision must inform the maintenance team about a network trouble, taking into account
the alarm type and the importance of the incident (the severity degree). If a traffic-affecting problem
takes more than one hour, NST will inform the Customer Service by phone and by fax.

The Maintenance Team goes on-site for verification and intervention. In case the Level 1 action was
successful, the maintenance team will contact NST where a check-up is made in order to determine
the defective equipment status. If the alarm disappeared, NST will close the Network Trouble
Ticket, writing all the information provided by the intervention agent ( cause of the incident, part of
failure, actions, results, conclusions). NST must receive from the maintenance team a written report
containing all these information.

If the problem is not solved during the level 1 intervention on site, NST calls the Maintenance Level
2, who will perform a diagnosis and will launch a level 2 action. In case that the level 2 action is
successful, NST is notified in order to check the defective equipment status. If the alarm
disappeared, the Network Trouble Ticket is closed by NST, using all information provided by the
person who worked on-site. If the level 2 actions are not successful, the supplier hot line is called
for phone support or on-site intervention.

2.4 Supervision Tools

In order to manage all network problems and to be able to provide at any time up-dated information
about the network status NST is using the following tools:

 OMC-R terminals to monitor the network functioning.

 The Maintenance Team must provide to NST all information concerning each intervention.
A written intervention report must be sent from the maintenance team to NST, at the end of
each event.
 The maintenance team must provide to NST a weekly feedback regarding the faults daily
report.
 All the planned works and actions must be announced at NST, especially the actions which
are traffic affecting. The team who will execute a planned work must send to NST a written

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Title Network Supervision Activity
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announcement: Work Order, Event Request Form. The supervision can validate or reject the
planning, according to:
o Interference with other interventions by other maintenance team or support group in
the same area.
o Customer impact/low traffic period

At the end of intervention, the team who worked on-site must informed NST who will verify
if all the alarms disappeared and after that will close the NTT.

o NST should always receive a list with new accepted sites.

o NST must have an up-dated maintenance team list with the phone numbers of all
intervention agents. Any modification of this list must be announced at NST as soon
as possible, because NST must be able to contact the maintenance teams at any time.
o NST will keep a board journal with all the alarms and other network events. This
board journal must be up-dated daily (by each shift) and it must contain all
information about the networks troubles, events, evolution…
o A white board with all active alarms will be permanently up-dated. This whiteboard
will show at any moment the network status (all alarms with or without traffic
perturbation).

2.4 NTT generation and administration process

The information regarding the network troubles are treated as follows:
 NTT document = individual report for each traffic affecting alarm.
 NTT Daily Report = list of NTT for the last 24 hours
 Faults Daily Report = list of alarms without impacting the traffic for the last 24 hours.

2.4.1 Operation concerning NTT administration

 When alarm occurs:

o Open a NTT
o Inform the maintenance team
o White board and board journal up-dating

 During the alarm:

o Searching new information about the incident evolution
o Spreading new information, for example sending the report for critical alert.
o Up-dating NTT, board journal, whiteboard.
 When the alarm is closed:
o Collect from the intervention agent all the available information about the alarm.
o Close the NTT
o Update the board journal

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o Announce the end of trouble to all previous alerted persons

2.4.2 Operation concerning NTT daily report

The NTT daily report must describe all NTT (opened and closed) occurred in the last 24 hours. The
information must be accurate, complete and up-dated. The supervision manager must check and
validate the NTT daily report before sending it. NST send daily report once a day to the concerned
persons.

2.4.3 Operation concerning the faults daily report

The faults daily report must contain all alarms even minors. Each shift has the responsibility to
check and up-date this report. NSG sends faults daily report twice a day to the maintenance team
manager. At the end of the week, NSG must receive a feedback for this report from the
maintenance team.

2.4.5 Distribution List

 For NTT Daily Report

o Technical Division Director
o Operational Center Manager
o Network Operation Manager
o Maintenance Manager
 For faults Daily report
o Maintenance manager
 For NTT document
o Distribution list for NTT is to be defined.

2.5 Realerting Procedure

The goal of realerting is to offer information concerning unusually long or important events, in
order to:
 Analyze the causes
 Find appropriate solutions
 Trigger and follow actions

The following criteria used, are:

 Duration of the event
 Traffic perturbation (only totally or partially alarms impacting the traffic are subject of
realerting)
 Intervention possibility:

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o Access time
o Spare parts availability
o Responsibility for the site
 Event’s evolution

If the event evolution becomes predictable, realerting durations should be modified as follows:
 Realerting in advance: if normal realerting moment shall happen in non-working hours and
once of the following situation happens:
o No spare parts
o No access to the faulty site
o No keys
o No power supply
o No access authorization
 Realerting delayed: if an intervention team is already working on site or is on the way to the
site. The realertingwill be delayed until new information or a conclusion can be offered.

Information to be collected at Supervision from the maintenance team:

 Necessary time to access the site
 Presumed cause
 Battery duration (only for energy problems)
 Forecasted date/hour to repair
 Comments

Information to be diffused by the supervision manager to the hierarchy:

 Faulty site location BSC, BTS
 Degree of event (major, critical)
 Duration
 Access time
 Availability of spare parts
 Perturbation type (total, partial)
 Cause
 Forecasted date/hour to solve the problem
 Comments

Observations
 For relerting purposes, NST will take into account only the traffic affecting alarms. The fact
that the perturbation is total or partial is not taken into account in realerting time counting
 For less important events, realerting can be done only during working hours.
 For information collecting purposes, the maintenance team shall be contacted when critical
threshold is surpassed.

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 If the timing threshold exceeding is the same with the time of supervision shifts changing,
the realerting responsibility relies on the team that ends its shift. When the concerned person
can not be reached, the ending shift team has to pass the information and the responsibility
for the realerting towards new coming shift.
 NST will inform the hierarchy by fulfilling the necessary form.
 When the event is finished, NST will inform by phone and by fax the previous alerted
person, offering all available information about the network trouble:cause, duration,
evolution, solution…
 The timing thresholds for critical events are defined as follows:
o For BTS, T = 72 / number of affected cells
o For BSC, T = 15 minutes
o For strategic BTS, immediately
o For MSC, VAS, immediately

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