GSM Training Customer Care Induction

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Mobile Technology

Focus on GSM

Patson Anius, mjeanius Ltd


patson@mjeanius.com
The Growth of Mobile Internet
1800
Mobile will be the most prolific form of access to internet-based
1600
information, content and services
1400
Mobile
1200
subscribers
Mobile usage
Millions

1000
Fixed line (dial-up) overtakes fixed
subscribers
800
500m Mobile
users
600

400 PC/NC Internet Mobile Internet access


users overtakes fixed
200 Mobile Internet
users
0
1999 2000 2001 2002 2003 2004 2005
Source: Ericsson Business Consulting
Who is the typical Customer?

Stamp Collector
Husband
Plays video
Car Owner
Manager games
Homeowner
Enjoys a dinner
Goes to Cinema with friends

International Traveller
Casual shopper
Local community
activist Father
Footballer (with 2 active sports children)
And………
Dentist appointments  Holidays
Hair cut  Commuting
Anniversaries  Grocery shopping
Weddings  Meetings
Birthdays  Restaurants
Eid  Magazines and
Prayers Newspapers
Schools  Computing
The Seven essentials C’s to creating a winning service

CONTENT

COST
CONNECTIVITY

Control

CAPABILITY COVERAGE

CONVENIENCE
The spaghetti soup of technologies
IM

CDM
T- Blu
iMODE 20
00 eto
o

A20
th
802.

00
1 1a/b A
/c TS TETR M
CD
A
UM

M PS GSM 4G
A
PS 3G
GPRS AM
D WAP NM
T
TACS
ED 3 6
GE iDEN -1
IS
ENABLING TECHNOLOGY ROADMAP
1992 1999 2000 2002

GSM
TECHNOLOGY

WAP
HSCSD
GPRS
EDGE
UMTS
DATA SPEED

9.6 38.4 64-115 384 Up to 2Mb/s?


Kbit/s
DEVICES
GSM
Most successful mobile technology
Data speeds of 9.6kbit/s
Mainly billed by minute or second
Short Message Service
Very high security
Very high privacy
Can be used in almost every country
2G Architecture
2G Architecture

BTS

BTS
2G Architecture

BTS

BSC

BTS
2G Architecture

BTS

MSC BSC

BTS
2G Architecture

IN
Platform

BTS

MSC BSC

BTS
2G Architecture

IN
Platform

BTS

HLR MSC BSC

BTS
2G Architecture

IN
Platform

BTS

HLR MSC BSC

BTS

VMS
2G Architecture

IN
Platform
SMSC
BTS

HLR MSC BSC

BTS

VMS
2G Architecture

IN
Platform
SMSC
BTS

HLR MSC BSC

BTS

International
VMS ITPC
KurdTel
2G Architecture

IN
Platform
SMSC
BTS

HLR MSC BSC


NMC

BTS

International
VMS ITPC
KurdTel
2G Architecture
Customer
Care

IN
Platform
SMSC
BTS

HLR MSC BSC


NMC

BTS

International
VMS ITPC
KurdTel
2G Architecture
Points of Customer
sale Care

IN
Platform
SMSC
BTS

HLR MSC BSC


NMC

BTS

International
VMS ITPC
KurdTel
The Network
Cellular
Structure
Covering area of an operator is divided into Cells
Cells may have one transmitter or a small collection of
transmitters
Cell size determined by the transmitter’s power
Cell types are different as density of population is so varied
 Macrocells
 Microcells
 Selective Cells
 Umbrella Cells
Roaming
• Automatic worldwide localization of users
• GSM system always knows where a user currently is
• Same Mobile phone number is valid worldwide
• Roaming can take place
– within network of one provider
– between two operators in one country
– between different operators in different countries
• Numbers needed for roaming
– MSISDN (Mobile Station ISDN) number
– IMSI (International Mobile Subscriber Identity) number
– TMSI (Temporary Mobile Subscriber Identity) number
– MSRN (Mobile Station Roaming Number)
GSM
• Services
Supplementary Services -
• Call Forwarding (on busy, no-reply, unreachable)
• Call Barring (outgoing, incoming, International, all etc.)
• Call Hold
• Call Waiting
• Advice of Charge
• Multiparty Service
• Closed User Group
• Calling Line Identification Presentation/Restriction
• Connected Line Identification Presentation/Restriction
• Operator Determined Barring
Short Message Service
(SMS)
Bi-directional service for short alphanumeric (up to
160 bytes) messages
Store and forward operation
Receipt acknowledgement possible
Cell broadcast mode possible (traffic/news updates)
Three basic functions
 Originating (Needs a channel so uses air time)

 Terminating (Uses control channels)

 Broadcast (Uses control channels)


Subscriber Identity Module (SIM)
• All mobiles have a SIM
• Stores subscribers identity and available services
• Includes microprocessor, ROM, RAM, EEPROM
• Can make emergency calls without SIM
• SIM Benefits
– Personal Identification Number (PIN)
– Access to subscribed services using SIM in another
terminal
– Security
– Download application and services
Subscriber Identity
Confidentiality

IMSI UNIQUELY IDENTIFIES MOBILE STATION

IMSI IS NOT MADE AVAILABLE OR DISCLOSED TO THE UNAUTHORISED

IMSI NOT NORMALLY TRANSMITTED OVER THE AIR INTERFACE

USE OF RANDOMLY ALLOCATED TMSI OVER THE AIR INTERFACE

DIRECTORY NUMBER NOT USED WITHIN THE NETWORK


GPRS
GPRS
Traditional GSM data service
 Data call 9.6kb/s
 SMS
General Packet Radio Service (GPRS)
 More than one time slot per subscriber (high bit
rate)
 More than one subscriber per time slot (high
efficiency)
 Packet transfer 4 TS
 Always on
Circuit Switching vs Packet Switching

CIRCUIT SWITCH PACKET SWITCH

Data Call Packet transfer

Guaranteed resources No guaranteed resource


Constant delay Variable delay
Constant bit rate Variable bit rate
Not very effective for typical Effective use of resources for
internet applications, e.g. typical internet applications
www browsing
Time based charging Volume or time based
charging
So what can you do with GPRS
Applications
Media and Entertainment
M-commerce
Travel and Transport
Banking and Finance
Telemetry
Location Based Services
Advertising
Internet
Email
SIM Card and SIM Data - Flow Chart
SIM
Manufacturer MS

SIM Cards
Authentication Process:
with Ki and IMSI Step 3. MS uses A3 to
produce SRES
using RAND
and Ki on SIM.
Ki and IMSI Subscribers obtain Step 4. MS sends SRES
their SIM cards at
SIM data Customer Care
to AuC.
Center.

Data Transport
encryption may
be implemented
(A4 or DES)
for security Authentication Process:
during transport. HLR-PS is used to Step 1. AuC uses A3 to produce
Input Ki and IMSI Data into Signed Response (SRES)
Data Transport Ki’s are HLR. using Random Number (RAND)
decrypted to clear text or and Authentication Key (Ki).
decrypted and encrypted to CAST Step 2. AuC sends RAND to MS.
if necessary. The AuC permits the Step 5. AuC compares AuC and MS
use of CAST encryption so SRES’s. A match allows service.
clear text Ki’s may not be
viewed at the MAP.
Customer Care NSS/BSS
Administration Center Authentication Center
(AdC) (AuC)
HOME VISITOR
AUTHENTICATION LOCATION LOCATION
CENTRE REGISTER REGISTER

Ki
Ki SRES
A3 SRES SRES
X RAND A3

RAND RAND RAND RAND Kc


A8
Ki
A8 Kc Kc Kc
Ki
A5
DATA

MOBILE
STATION

BASE ENCRYPTED
STATION DATA
CONTROLER DATA
A5

ENCRYPTION PROCEDURE
NATIONAL MOBILE STATION NUMBER

MSISDN = CC + NDC + SN
1-3 DIGITS
NOT MORE THAN 15 DIGITS TOTAL

NATIONAL MOBILE SUBSCRIBER IDENTITY

IMSI = MCC + MNC + MSIN


3 DIGITS 2-3 DIGITS

NOT MORE THAN 15 DIGITS TOTAL

CC = COUNTRY CODE
NDC = NATIONAL DESTINATION CODE
SN = SUBSCRIBER NUMBER
MCC = MOBILE COUNTRY CODE
MNC = MOBILE NETWORK CODE
IMSI = INTERNATIONAL MOBILE SUBSCRIBER IDENTITY
MSIN = MOBILE STATION IDENTIFICATION NUMBER
MSISDN = MOBILS STATION INTERNATION ISDN NUMBER
Dialling
MSISDN = CC + NDC + SN

9647701562152 964 7701 562152

When calling from inside Iraq we must dial 07701562152


– from any phone

But it used to be 7562152


or 447077562152 if calling from international
Licences awarded by CPA
Three GSM Licences
 Asia Cell in the north
 Iraqna in the centre
 Atheer in the south
Any of the three can compete after
meeting their obligations in their area.
Asia Cell a far ahead of the other two
Future Asia Cell Services
International roaming
Content Services and information services
Directory enquiries
email
Games and ring tones
Picture messaging
Advertising
M-banking
Dahook

Mosul

Sulaymaniyah
Irbil

Kurkuk

Tikrit

Baghdad
3G Devices
Multiple SIM / Multiple Connected
Devices
House / Car / Office / Mobile
Virtual Home Environment
Enablers : Operating systems,
features : colour screens, MP3, mobile
connectivity, size, bluetooth, digital
cameras, voice recognition.
4G……
Being specified today
Due to be launched in 2010
Fully integrated radio and core network
Higher data rates than 3G
Radio technology in every conceivable
device
Fully integrated with Home Area Network
(HAN), Vehicle Area Network (VAN) and
Personal Area Network (PAN)
Asia Cell Organisation
Asia Cell Board

CEO

PMO

HR Finance IT Customer Care Marketing Engineering


Marketing
Decide on customer growth
Decide which areas to be covered
Decide on new products and service
Advertising and promotions
Set tariffs
IT
Develop software solutions
Develop and deploy LAN/WAN
Maintenance of Servers, Routers and PCs
Support email and internet access
Engineering

CTO

Operations West Operations East Core Networks BSS Optimisation

Dahook Sulaymaniyah
Mosul Kurkuk
Tikrit Irbil
Core Network Development

Responsible for development of the


Network Switching Sub-system across the
Asia Cell network.
Core Network Development
To develop the core network to stay ahead of
customer demand
 Network design
 Vendor negotiation
 Installation, testing and commissioning
 Handover to Operations department
To develop new products and services as
dictated by Marketing
To maintain network integrity and resilience
Additional duties
Custodian of centralised functions; e.g:
 Numbering plan and number allocation
 Deployment plan
 Routing plan
 Interconnect and Points of Interconnect
 SIM card specification
 Specification of engineering procedures
 Allocation and management of CS initiated
faults
Focus and Priorities
Roaming
 Regional
 International
 National
Region-wide SMS
International Access
Network deployment
Consolidation of functions

Release codes and interpretation


Dialling plan
Consistent display of CLI
VMS access
Announcements
New Products and Services
Centralised Voucher Management System
SMS content based services
Voice content based services
Home Zone Billing
VMS call-back feature
Emergency call routing
Free SMS for employees
Phase 2 functionality from vendors
Requirements for next quarter
Closed User Groups
GPRS based services
 MMS
 Email
 VPN
BSS Optimisation
Maintain the quality of the Radio Network
 BTS Planning
 Resolve frequency interference
 Receive levels
 Receive quality
 Handover
Operations
Routine Maintenance
Fault diagnosis and repair
Network configuration
Performance and statistics (KPIs)
Maintain agreed level of service
Acceptance testing
Interface to other departments
What can customer care do from
the HLR
View a customer subscription
Change a customer subscription
Delete a customer
Suspend a customer
Change a customer from post paid to pre-paid
Change a customer from pre-paid to post paid
Assign a new number to a customer
Change Call Barring
What can customer care do from the
IN?
Change account balance
Change validity period
Unblock after too many PIN attempts
What Customer Care cannot do
with the network
Add new SIMs to the network
Unlock phones that have been phone
locked
Change the coverage area
Bring down the network
Fix the network
Thank You.
Questions ?

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