Business & Operations Support System

Benin Republic GSM Network for 2 Msubs

GloMobile Benin

Alcatel-Lucent OSS-BSS-SI
Scope of Work
Alcatel-Lucent OSS-BSS-SI Glomobile Benin GSM network for 2 Msubs
Scope of Work

TABLE OF CONTENTS

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

2 B/OSS ARCHITECTURE .................................................................................... 5

3 CALL CENTRE .............................................................................................. 6

3.1 SOLUTION PRINCIPLES ..................................................................................... 6

3.2 ARCHITECTURE ............................................................................................. 6
3.2.1 THE ALCATEL-LUCENT OMNIPCX WITH THE INTERFACE TO THE PUBLIC NETWORK AND THE INTEGRATED
CCD (“CONTACT CENTRE DISTRIBUTION”) ........................................................................ 7
3.2.2 THE CC IVR IS USED FOR AUTOMATIC SERVICES WITH REMOTE DATABASE ACCESS .......................... 8
3.2.3 THE CCS (“CALL CENTRE SUPERVISOR”), WHICH MANAGES THE SYSTEM .................................10
3.2.4 THE CTI SERVER (“COMPUTER TELEPHONY INTEGRATION” SERVER) .....................................11
3.2.5 “AGENT DESKTOP” APPLICATION ........................................................................12
3.3 SIZING .................................................................................................... 12
3.4 INTERFACES WITH NETWORK ELEMENTS & OSS/BSS ELEMENTS ......................................... 12
3.5 HARDWARE & SOFTWARE DELIVERY ..................................................................... 13

4 CDR COLLECTION ....................................................................................... 14

4.1 PROPOSED SOLUTION .................................................................................... 14

4.1.1 SOLUTION DESCRIPTION ..................................................................................14
4.2 8965 HARDWARE COMPONENTS......................................................................... 15
4.2.1 8965 SERVER PLATFORM ................................................................................15
4.2.2 8965 CLIENT PLATFORM.................................................................................16
4.3 8965 SOFTWARE COMPONENTS ......................................................................... 17
4.3.1 8965 INFRASTRUCTURE SOFTWARE COMPONENTS ........................................................17
4.3.2 8965 CORE PRODUCTS SOFTWARE COMPONENTS .........................................................17
4.3.3 8965 DATA PROCESSING SOFTWARE COMPONENTS .......................................................18
4.4 8965 INTERFACES ....................................................................................... 19
4.4.1 INTERFACES WITH THE NETWORK ELEMENTS .............................................................19
4.4.2 INTERFACES WITH THE OSS/BSS ELEMENTS..............................................................19
4.5 DELIVERIES ............................................................................................... 19
4.6 SIZING .................................................................................................... 19

5 CUSTOMER CARE, BILLING, PROVISIONING & INTERCONNECTION SYSTEMS .................. 21

5.1 PROPOSED SOLUTION .................................................................................... 21

5.2 MAIN ENHANCEMENT OF THE SOLUTION .................................................................. 22
5.3 PROVISIONING ............................................................................................ 22
5.4 INTERCONNECTION SYSTEM .............................................................................. 23

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5.5 INVOICE LAYOUT ......................................................................................... 24

5.6 SIZING .................................................................................................... 25
5.7 HARDWARE CONFIGURATION OF BILLING SERVERS ....................................................... 25
5.7.1 PRODUCTION ............................................................................................26
5.7.2 TESTS ...................................................................................................27
5.7.3 HARDWARE CONFIGURATION OF OPERATOR STATIONS ....................................................27

6 WARRANTY, SUPPORT AND MAINTENANCE ......................................................... 29

6.1 WARRANTY CONDITIONS ................................................................................. 29

6.1.1 HARDWARE ..............................................................................................29
6.1.2 SOFTWARE...............................................................................................29
6.2 SUPPORT & MAINTENANCE............................................................................... 29

7 RESPONSIBILITY MATRIX ............................................................................... 31

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1 INTRODUCTION

This document presents the solution for a complete support of B/OSS activities For Glomobile
new GSM network in Benin republic .

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2 B/OSS ARCHITECTURE

The solution proposed is based on the following architecture :

Call Centre CTI IVR

Omnitouch PBX Server Server

CTI Integration
Customer Care & Billing System
BSCS BSCS iX rel 2

KSL Postpaid
Invoice Edition Billing RTX Postpaid Prepaid PACC
Management Management
Interconnect Cx Cx - P-Account
Billing

HLR
InLoader CDR-AC Provisioning ngHLR 3.2
NEIF UHSS4.2

CDR Collection
8965 IN-PPS
PPS4.3.2
OSP2.3

CDR Collection SGSN MSC CPx SMSC VMSC IN-CVS

Provisioning U3.2 WCS 4.21 CPx1.3 4.2 5.0 OSP2.3

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3 CALL CENTRE

3.1 SOLUTION PRINCIPLES

When a customer calls the Call Centre, the call reaches first the Alcatel-Lucent OmniPCX
switch, entry point to any call to the call Centre. When a call arrives on the switch, the switch
sends an information request to the CTI Server (“Computer Telephony Integration”), alerting
the CTI Server to handle the entering call, by attaching to the call subscriber information
extracted from customer databases (BSCS iX).
Note: in case the caller does not belong to the BSCS database, the sheet will not pop up on the
agent’s display.

According to the routing rules implemented (CCD matrix), CCD (“Contact Centre Distribution”)
requests to “OmniPCX” to route the call toward an available agent; CCD is the “routing engine”
for an incoming call; it is responsible for the proper distribution of call toward the available
agents/group agents in an efficient manner.
The CTI Server provides the interface between the telephony equipments (Alcatel-Lucent
OmniPCX) and Computer Applications (BSCS iX and “Agent Desktop”). The CTI Server provides
“pop-up screen population” feature on agent’s display (“Agent Desktop” application). As CTI
Server we use the Genesys T-Server (“Telephony Server”).

The integration between the BCSC iX and the Genesys CTI makes possible to display subscriber
information on agent’s workstation (“Agent Desktop” application); it helps and guides the agent
to successfully address customer needs. This integration improves the subscriber satisfaction by
insuring that the subscriber never have to repeat information, and subscriber data is provided
with the call throughout the life of the call.

3.2 ARCHITECTURE
The OmniTouch platform includes:

Mobile
Network
8 * E1 links

PSTN
Network
40 * Analogical

CTI
Server

Agent Desktop
on Workstations

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3.2.1 The Alcatel-Lucent OmniPCX with the interface to the Public Network and the
integrated CCD (“Contact Centre Distribution”)

The access to the Public Network is done with 8 * E1 trunks (for Mobile Network) and 40 *
Analogical lines (PSTN Network).

Alcatel-Lucent’s Contact Centre Distribution (CCD) is a new generation Automatic Call

Distributor. It’s based on the Alcatel-Lucent OmniPCX Enterprise newest technologies, on its
exclusive decentralized architecture, and on years of user experience.

How we route an incoming call it’s a matter of our Business Strategy. “Who is calling?”, “Which
kind of calls do we have?”, “Which is the average duration for a call?”, “Which are the available
resources (as people, hardware, software)?”, "Which is the Service Level to be accomplished?"
(for example we need to answer to 80% of the calls in the 20 seconds).
The answers of these questions help us in establish OUR routing rules.

CCD is the “routing engine” for an incoming call; it is responsible for the proper distribution of
call toward the available agents/group agents in an efficient manner. Alcatel-Lucent’s patented
matrix distribution model manages traffic and resources beyond competitive norms with its
unique skills and cost-based routing algorithm.

Features
• Comprehensive and flexible look-ahead routing and distribution
• Service-based call flow management
• Prioritized “skill mapping” of calls according to available resources
• Direct call on agent extension

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• Advanced queuing with embedded voice announcements

• Automatic change of distribution rules depending on time of day or day of week
• Automatic service selection based on called (DNIS) and calling (ANI) numbers
• Equitable call distribution according to arrival order (for each called number)
• Open architecture, turning the CCD into a core component of contact Centre solutions
• Tight coupling with interactive voice response systems including Alcatel-Lucent’s leading voice
kit – the Contact Centre IVR (CCivr) – for caller identification and call characterization
• Networking capabilities and virtual ACD with multi-site transparent management for
supervisors
• Remote agent facilities with Alcatel-Lucent connecting boxes
• Advanced call prompting and elective transfer with the integrated automated attendant

3.2.2 The CC IVR is used for automatic services with remote Database access

CC IVR (Interactive Voice Response) is an essential Contact Centre component that allows
companies to offer their customers reliable and powerful self-service functionality. CC IVR is
typically used to service high call volumes, to reduce costs and to improve the customer
experience. Examples of typical IVR applications are: telephone banking, televoting, and credit
card transactions.

CC IVR allows the option of choosing automated services. Information can be fed to the caller
allowing choices such as: wait in the queue, choose an automated service, or request a
“callback”. The use of CTI Server will allow CC IVR system to look up the CLI (Calling Line ID) on
a network database and identify the caller.

Voice and data convergence for interactive information distribution

• Service for callers from any place at any time
• Information dissemination via voice
• Support staff by providing standard information automatically

Keep in touch with your customers

• Minimize abandons – automated attendant and voice mail offer customers an alternative to
waiting
• Customer-oriented interactive services are available around the clock
• Information on demand by voice
• IVR services for automated transactions

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• Handle calls when agents are busy

• Inform callers of the expected waiting time
• Offer alternative services
• Interactive queuing offers services such as ordering while waiting (caller retains their queue
priority)

Improve service
• Professional and consistent welcome
• Increased call completion and reduced waiting time
• Self-service transactions
• Enhanced information services with high customer acceptance

Reduce and control costs

• Efficiency through performance analysis
• Scalable structure for evolving needs
• Open platform to protect existing investment

Increase staff productivity

• Easy alteration of voice prompts using text-to-speech

Easy customization with the Alcatel-Lucent CCivr Application Generator

The Alcatel-Lucent CCivr Application Generator allows you to design your applications according
to your customers’ needs.
For example, you may want VIP calls to be handled by specialist teams or to allow certain
transactions to take place automatically, 24 hours a day, 7 days a week. Based on your business
decisions, you can offer the appropriate customer service.

Services
Automated attendant, audiotext IVR and Contact Centre functionality offer a wide range of
service possibilities. The Contact Centre functions include:
• Flexible call characterization delivered by calling line identification, entering a pin code, or
simply talking to the system
• An interactive queuing mechanism which gives callers the possibility of using other services
while waiting for a free agent, i.e., listening to audiotext information
• Waiting time announcements provide the caller with a choice between staying in the queue or
using alternative services such as leaving a message or using IVR
• A call identification feature that enables screen pop-ups containing information about the call
or caller’s profile allowing the Contact Centre agents to be more efficient and responsive
• Databases that use the ODBC standard can be accessed with the Alcatel-Lucent CCivr.

Connectivity
For PCX connectivity, the industry standard CSTA protocol is supported to inter-work with CTI
servers and CTI APIs. Powerful CTI functionality can be offered in conjunction with the Alcatel-
Lucent OmniPCX Enterprise.

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High degree of automation

A high standard of automation is achieved by using text-to-speech technologies within the
caller's dialogue. The text-to-speech algorithms are available in several languages.

Applications
Customer specific applications can easily be built or adapted by the Alcatel-Lucent CCivr GUI
based drag-and-drop application generator.

3.2.3 The CCS (“Call Centre Supervisor”), which manages the system

CCS is the perfect companion to CCD. The supervisor module offers state-of-the-art real-time
monitoring of all objects (pilots, queues, groups, …) wherever they happen to be. CCS allows us
to visualize in real-time the Call Centre activity (the global distribution of the calls, the number
of active calls per agent, the number of calls on queue, etc.).

Managers and supervisors can fine tune the call handling process, overview service levels and
traffic situations, and react to unplanned situations. CCS also features:
• The ability to access pilots, queues, groups, and agent status directly from the navigator
screen
• Call-trace based on events providing detailed statistics
• Standardized workstation for the supervisor (supervisors can log on using any Windows PC)
• Real-time statistics and system management in a graphical layout for instant visibility
• Real-time service level information provided at the manager level
• Customizable wall-mounted displays
• Alarm signalling on each supervisor workstation (pop-up window and sound)
• Teaming of agents regardless of the actual distribution setup to allow easy performance
comparison between selected agents

Statistics compilation and detailed reporting

In addition to real-time statistics, the CCS provides detailed statistical information using Excel
for customizable spreadsheets and graphs. Furthermore, detailed call-level data can be
downloaded onto your data warehouse (using FTP / TCP–IP) for post-processing according to the
customer’s needs.

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E-mail
Proc.

Chat

Email

Other features include:

• Seamless automatic access to Excel from CCS
• OLE (object linking and embedding) of the supervision PC into Excel
• GUI selection of CCD built statistics through the supervision PC
• Custom editing, formatting, and printing in Excel
• On-line storage of information
• Reporting of call events and transaction codes

3.2.4 The CTI Server (“Computer Telephony Integration” Server)

The CTI Server provides the interface between the telephony equipments (Alcatel-Lucent
OmniPCX) and Computer Applications (BSCS suite and Agent Desktop). As CTI Server we use
Genesys T-Server (“Telephony Server”). The CTI Server provides “pop-up screen population” on
agent’s display (“Agent Desktop” application).
It is the basic concept of CTI. During an incoming call, Genesys T-Server attaches user data
related to the call (Caller ID, client segment, account balance, etc.); this data is then displayed
on agent’s display/workstation (through the customized “Agent Desktop” application).

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3.2.5 “Agent Desktop” application

The “Agent Desktop” application resides on agent’s workstation; it provides client Data &
Telephony control. The goal is: the Call Centre agent can focus on his desktop’s display only;
from here, the agent can control everything it needs: the client data & the telephone. “Agent
Desktop” communicates between Genesys CTI and BSCS, and allows the screen pop-up fed by
the information about the caller.

Integration Goal: Once a voice call is coming, the switch OmniPCX communicates with Genesys
software, which communicates with BSCS/CX interface, so finally, a “BSCS logged-in agent” can
accept and process telephony interactions.
When a telephony request comes from a registered “BSCS agent” (CX interface), this request is
passed toward the Genesys T-Server, and then to the telephony switch (OmniPCX). Similarly, the
telephony events from the OmniPCX switch are passed to the Genesys T-Server, then to the
“BSCS agent” (CX interface).
Furthermore, because of the integration with the CTI Server, we can benefit of “pop-up screen
population” on “BSCS agent” display.

Key Features
The Adapter enables the following key features:
• Integration with BSCS iX
• Integration with Genesys CTI

3.3 SIZING
- Hardware : 250 lines (7 x E1 trunks + 40 Analogical lines)
- Software : 100 positions (Genesys Framework and PABX software & licenses)
- 100 desktop PC for Agents plus 6 desktop PC for administration
- 200 Headsets & 80 Alcatel-Lucent Telephone set standard (TDM)

3.4 INTERFACES WITH NETWORK ELEMENTS & OSS/BSS ELEMENTS

The communication between Call Centre components and the Network & BSS/OSS elements is
based on TCP/IP network.
We use 1 dedicated subnet for OmniPCX + CC IVR Server + CCS PC+ Genesys Servers.
We use 1 dedicated subnet for 100 Agents & 6 Supervisors.

OmniPCX is connected with the Public Network through 8 * E1 trunks (Mobile Network) and 40 *
Analogical lines (PSTN network).

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3.5 HARDWARE & SOFTWARE DELIVERY

Alcatel-Lucent OmniTouch Call Centre Entreprise & Options

OmniPCX base system & options, CSTA licenses, Wall Board, etc.
Supervision PC for OmniPCX x 1
Windows XP professional French, Alcatel-Lucent OmniVista 4760, CC Supervison / minim 1 GHZ,
RAM 1Go‚ hard disk 40Go (1x40Go)
CC IVR server x 1
Server Pack 3-2 Windows 2003 server US / with RAM 2Go‚ hard disk 216Go
CTI Server (rack integrated) x 1
Windows Server 2003 US, Genesys Framework / 2 x Intel Xeon Dual Core 2GHZ, 4Go, 2 * 80 Go
Raid 1
Genesys Databases Server (rack integrated) x 1
Windows Server 2003 US, Oracle DB / 2 Intel Xeon Dual Core 2GHZ, 4Go, 2 * 80 Go Raid 1
system console for the Servers (rack integrated) x 1
phone sets Alcatel-Lucent 4039 for the agents x 80
desktop PCs for the agents and Supervisors x 106 (100+6)
Windows XP professional French / minim 1 GHZ, RAM 1Go‚ hard disk 40Go (1x40Go)
spare desktop PCs x4
Windows XP professional French / minim 1 GHZ, RAM 1Go‚ hard disk 40Go (1x40Go)

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4 CDR COLLECTION

4.1 PROPOSED SOLUTION

4.1.1 Solution description

In the global payment chain and, more generally OSS/BSS applications, the Alcatel-Lucent 8965
is a key equipment : it interfaces the telecom world to the IT systems world.

The Alcatel-Lucent 8965 enables centralization of CDR collection. It allows uncoupling of the
network infrastructure evolution driven by technology from OSS/BSS evolution, driven by
business strategy. The Alcatel-Lucent 8965 is synchronized with the roadmap/evolution of
Alcatel-Lucent networks while offering stable interfaces to OSS/BSS and IT applications.

The following figure is a typical implementation of Alcatel-Lucent 8965 in a network including a

mix of traditional voice switches and soft-switches, with a packet-based network associated and
the related application services. Distribution of formatted CDR can be made to any kind of
OSS/BSS application. This illustrates the versatility of Alcatel-Lucent 8965 solution which is able
to gather all charging data records from the network to generate proper billable records and
feed OSS/BSS with relevant data.

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4.2 8965 HARDWARE COMPONENTS

The Alcatel-Lucent 8965 server can be implemented onto different hardware platform types and
configurations according to the needs in terms of volume of CDRs to handle each day, the data
integrity aspects constraints and high availability of the solution.
This platform has been dimensioned in order to be able to run in proper conditions the
Alcatel-Lucent 8965 software components as defined for the interfaces defined and with the
data volume defined.
The Alcatel-Lucent 8965 Hardware configuration is made of a clustered redundant configuration
offering high availability. This redundant configuration runs in active/standby mode.

4.2.1 8965 Server Platform

The proposed hardware configuration1 is composed of the following elements :

Reference Part Type Part Description

 Two mono processor servers clustered in one rack. Each server is
composed of :
❑ 1 CPU, 2 GB RAM
❑ 73 GB mirrored internal Disk
❑ One 100 Base-T Board
Material
❑ CD-ROM, DAT DDS4
 Common components :
HW35_DX ❑ Integrated administration console
❑ External disk array with a 292 GB mirrored disk capacity
❑ A remote access kit
 Linux RedHat Enterprise
 Oracle Enterprise Server
Basic
 Oracle WorkFlow, Oracle Warehouse Builder
Software
 Java JRE, JBOSS, FTP
 Cluster management software

1 HW configuration is subject to change according to the hardware manufacturer portfolio evolution.

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LAN

PC Client
Integrated
Shared Disks Arrays Administration
Console
Server One

Server Two Scope of the 8965 Offer

NE NE BACKBONE NE NE

8965 Redundant Hardware platform

4.2.2 8965 Client Platform

The following hardware is proposed as 8965 Client Platform :

Reference Part Type Part Description

 1 CPU P4 3 Ghz
 1 GB RAM
Material  40 GB Disk
 Monitor flat TFT 17"
 CD
HW_PC_CLIENT
 XP Professional
 Oracle Discoverer Desktop
Basic
 Java JRE
Software
 Exceed
 Winscp

This PC client also needs 8965 Client infrastructure software.

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4.3 8965 SOFTWARE COMPONENTS

4.3.1 8965 Infrastructure Software Components

A checked box indicates a component provided to be compliant with the GLOMOBILE needs.
These components are to be implemented on the hardware proposed.

Included in
Component Based on Product Function
this offer
Provides a software platform on top of which
Operating system Linux
the application programs can run. 
Provide common services and internal
Application Server Jboss
communication means. 
Database Oracle RDBMS Data storage 
HTTP servers Tomcat HTTP Server Provide services for Client/Server interfaces 
Enables to create, modify, and execute
Report Manager Oracle Discoverer
queries and reports. 

4.3.2 8965 Core products Software components

These components are the framework on which the data processing components are plugged.
A checked box indicates a component provided to be compliant with the GLOMOBILE needs.

Included in
Component Function
this offer

Process Launcher Handle processes activation/stop on each server 

Process Monitor Handle processes supervision on each server 
Alarm Handler Handle internal alarms collection, display and management 
User Access Manager Handle user description, access rights, and 8965 application views. 
Map Viewer Display Map window 
Flow Inventory Repository for data flows description and current status 
Provide Log services to register configuration operations, user
Application Log
actions and application events 
Enables to create, modify, and execute queries and reports on
Reporting & Analysis
8965 activity 
Configuration Provide means to interact with the other components to get the
Components configuration actions. 
Client station handler Provide means to install/update remote 8965 client stations 
Software that provide access from remote stations connected to
8965 Client
8965 server. This software is installed on the PC Client. 

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4.3.3 8965 Data processing Software components

These components are provided for the interfaces defined

A checked box indicates a component provided to be compliant with the GLOMOBILE needs.

Included in
Component Function
this offer
Standard Collectors
2
Handle interface with CDR sources. Manage collection protocols. 
Pre-processing3 Handle CDR data formats in input. 
Secure Storage Provides the means of storing and retrieving the collected CDR. 
Aggregation Aggregation of several CDR coming from the same communication
Processor4 (GPRS only). 
Correlation of several CDR coming from different sources provided a
Correlation
Processor4
common key is present on each CDR to be correlated. The standard 
module allows correlation of data coming from two sources.
Standard Generate CDR data for external OSS/BSS applications without format
Post-processing5 adaptation. 
Re-processing
module
CDR can be re-introduced for re-processing. 
Enhanced filtering Allows filtering and routing function according criteria based on the
and routing CDR fields content.

Standard Handle standard interfaces for forwarding CDR to external
Distributors6 applications 
Enrichment
Processor
Enrichment of collected CDR with external data sources 
Non Standard Handle non standard interfaces for forwarding CDR to external
Distributors7 applications 
Non Standard Handle interface with non standard CDR sources. Manage non standard
Collectors7 collection protocols. 
Non Standard Generate CDR data for external OSS/BSS applications with a specific
Post-processing7 format adaptation. 
Non Standard
Pre-processing7
Handle specific non standard CDR data in input. 

2 The standard collector includes next protocols: FTP/IP,SFTP/IP, GTP’/IP, Diameter/IP.

3 The standard pre-processing includes next decoding methods: ASN1, TLV, CSV, ASCII
4 The processor is a standard framework that must be customized according to the aggregation or correlation rules
provided by the customer. The customization task is managed as bespoke development.
5 The standard post-processing includes next encoding methods: ASN1, TLV, CSV, ASCII
6 The standard distributor includes next protocols: FTP/IP(Push & Pull)
7 On Customer request, non standard components can be studied on a project basis. A detailed interface specification
(protocol and CDR format) must be provided as a prerequisite of the study.

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4.4 8965 INTERFACES

4.4.1 Interfaces with the Network Elements

The checked boxes indicate the components that are provided to be compliant with the
GLOMOBILE needs.

Included in
Equipment / Application Interface/protocol/CDR data
this offer

Alcatel-Lucent 5020 – WCS (Spatial Atrium) FTP over TCP/IP, Evolium format 
Alcatel-Lucent OSP 2.3 FTP over TCP/IP, ASN.1/BER 
Alcatel-Lucent GPRS/UMTS Packet Alcatel-Lucent xGSN, GTP’ over IP 
Alcatel-Lucent Charging Proxy 1.3 FTP over TCP/IP, ASN.1/BER 
Alcatel-Lucent SMS-C FTP over TCP/IP, ASN.1/BER 

The CDR format is the same in input and in output of 8965.

For implementation of other NE interfaces, a study could be done after the delivery of a
detailed specification of the interface (protocol and detailed CDR format).
The complete processing of new NE type will be managed as change request.

4.4.2 Interfaces with the OSS/BSS Elements

The checked boxes indicate the components that are provided to be compliant with the
GLOMOBILE needs.

Included in
Equipment / Application Interface/protocol/CDR data
this offer

Billing System CDR File, FTP over TCP/IP, Push mode 

Push mode : 8965 is the initiator. Pull mode : OSS/BSS is the initiator.

4.5 DELIVERIES

The above components are coming along with:

• Training
• Documentation

4.6 SIZING

The following table summarises the assumptions for the Sizing of the Alcatel-Lucent 8965
proposed to GLOMOBILE. Alcatel-Lucent 8965 will collect CDRs generated by the network
elements and will forward them to the OSS/BSS application. By default, the output format is the
same than the input format.

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Hardware Software Volume assumptions

Number of Number of License step8 Nb CDR CDR Size Storage
Phase
subscribers subscribers (Ksubs) /day/Subs9 (bytes) duration
1 2 000 000 1 000 000 1 000 15 300 5 days

For 1Msubs license, the total capacity covered is 15MCDR/day, which covers the estimation of
15MCDR/day.

8 Rounded numbers according to license steps are used in the table.

9 The maximum amount of CDR per day per subscriber is fifteen.

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5 CUSTOMER CARE, BILLING, PROVISIONING & INTERCONNECTION SYSTEMS

5.1 PROPOSED SOLUTION

The solution is based on BSCS iX release 2 Customer Care & Billing system.

Alcatel-Lucent proposes to Glomobile a solution adapted to its needs, that is to say:

• A best of class solution enabling to process high volume of calls and to implement very
quickly new commercial offers,
• The pursuit of GPRS functionality, enabling the configuration of GPRS products &
services, the configuration of reverse or sponsoring patterns,
• The exchange procedure for roaming enhancement to TAP 3.11 format enabling to
manage roaming both for traditional services (voice, SMS for example) and GPRS/UMTS
services,
• The Web Customer Care interface enabling to adapt the subscriber management to the
skilled process of Glomobile and his Service Providers and to give the retailers access to
this interface
• Integration of the solution inside the NSS & VAS

The following key features would be specific for the project:

• Postpaid and prepaid subscribers management
• Customer Care web interface screens in French and English for postpaid as well as
prepaid subscribers
• Mass activation of prepaid subscribers
• Postpaid credit limit
• Roaming agreements management supporting TAP3.11 version
• Dunning procedures
• Closed User Group (CUG) management for intra/extra-group call rating only (same
feature as in Glomobile Nigeria)
• Interface with CDR Collection for Network Elements CDR processing:
o Alcatel-Lucent NGN WCS 4.2
o Alcatel-Lucent SGSN U3.2
o Alcatel-Lucent IN-PPS 4.3.2 OSP2.3
o Alcatel-Lucent SMSC 4.2
o Alcatel-Lucent Charging Proxy 1.3

And standard features & customisations:

• GSM Market customisation
• Business rules & scenarios customisation
• Invoice definition
• Service Rating & Billing for GSM & GPRS services with specific rules
• Management of Large Accounts & their hierarchy
• Customer groups definition
• Vanity numbers definition

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And following interfaces:

• Interface with provisioning for ngHLR, VMS, IN-PPS & IN-CVS for activation including GPRS
functions,
• Interface with CDR Collection for postpaid and prepaid CDR management,
Interface with the bank organization via flat files,
• Interface with the print shop system for invoicing printing.

5.2 MAIN ENHANCEMENT OF THE SOLUTION

The proposed solution combines flexibility and functionality with BSCS well-established
reliability and performance to provide the following benefits:

• Faster response time to market pressures. Thanks to non-expert clients, new products
and services can be configured and made available within hours rather than days
providing a competitive edge. Additionally, bulk content items and bundles can be
quickly imported for rapid market deployment.

• Increased service innovation and differentiation capabilities. Operators can market

innovative convergent product bundles that include both content and network services.
In addition, best option charging provides a clear and attractive way to offer subscribers
the most cost-effective charge for a service or event.

• Increased prepaid customer loyalty. With BSCS iX Release 2, promotions are not limited
to postpaid subscribers. Promotions are also available for prepaid subscribers, based on
prepaid usage and applied as a credit over one or more balances. Prepaid and convergent
accounting provides transparency, flexibility, and revenue assurance, increasing
customer satisfaction.

• Profitable business relationships. The risk within a business relationship is reduced thanks
to on-demand and threshold-dependent billing, while flexible revenue sharing secures the
share of the partner's returns. Promotions can also be applied to business partners,
rewarding a successful partnership.

• Usage threshold billing. An invoice for a certain customer can be generated as soon as a
defined usage amount threshold has been exceeded. This feature protects the customer
from unexpected high invoices while simultaneously providing fraud protection to the
network operator.

• Product bundles. Different types of content products, such as a download of songs or ring
tones, and network services, such as SMS or MMS can be grouped into content product
bundles and sold to customers for a fixed price that is lower than the sum of prices if the
products were sold individually.

5.3 PROVISIONING

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The provisioning solution is based on 8985 NEIF to interface Network Elements to provision the
services from BSCS iX for postpaid and prepaid subscribers.
• NgHLR
• VMS
• IN-PPS & IN-CVS
It is also used for Customer Care provisioning actions towards the Network.

5.4 INTERCONNECTION SYSTEM

The solution is based on Interexchange Carriers traffic management in BSCS iX release 2 Billing
system.

BSCS iX release 2 can be parameterized in order to classified partners as an interconnection

partners. By this way, all functions of BSCS could then be applied to this class.
Interconnection partner, as a business partner is handling in BSCS iX Release 2. All types of
business partners are created and maintained in either Customer Centre (CX) or Business Partner
Centre (BPX) which is a subset of CX. Business partners are billed periodically.
The billing of all business partners is done periodically. The invoice is generated as an XML
message and can be easily viewed and printed. Charges for services that are not covered by the
rate plan for a business partner, for example, late fees, can be defined as other credits and
charges (OCC), which can be billed once or periodically.
Interconnection partner demand interconnection charges for the use of their networks. The
following types of contracts can be entered in either CX or Business Partner Client:

• External carrier inbound

When a home subscriber receives a call from an external network, the home network
invoices it for the calls depending on the traffic volume and may send call details to the
external network. The external network pays for the invoice.

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• External carrier outbound

When a home subscriber calls a number of such an external network, the external
network invoices the home network for the call depending on the traffic volume and my
send call details. The home network pays for the invoice and bills its own subscribers.

Invoices are produced for land-based calls, which originated in the external carrier’s network
and terminated in one of the home networks. Reconciliation can be carried out for calls which
originated in one of the home networks and terminated in the external carrier's network.
Interconnect traffic information can be retrieved for the external carrier. This information can
be used to check invoices presented to your organization by any of the external carrier partners.
The data of incorrect invoices has to be compared manually with outbound data exchange files.

The solution will be integrated inside the NSS in order to collect, via CDR Collection the best
relevant tickets available through standard IT technology (ftp of CDR files). The collection and
rating will concern all communication, prepaid as well as postpaid, that used an external
carrier.

5.5 INVOICE LAYOUT

This Mediation is used to format Subscriber Invoices and to provide it to operator print shop. It is
part of the solution and fully integrated.
The solution generates billing data, that are formatted and then send to an editing tool (KSL) so
that they can be printed. The image of the bill is then stored in BSCS in order to keep the
customer history.

KSL is a complete system for composing and distributing « enterprise documents », and a unique
solution for producing dynamic documents directly from information systems data.
KSL is fully integrated by Alcatel-Lucent as part of the Alcatel-Lucent’s BSCS solution and
include in the scope of this proposal.

KSL covers the entire invoice production chain, from data acquisition – out of existing billing or
sales management systems - to distribution of the documents to different output locations:
• Bulk printing systems, and post-production facilities (folding and insertion tools).
• Web publication
• Electronic distribution

KSL satisfies all Telecom operator requirements: design, production and distribution of invoices
and client documents. It is a modular solution, comprising:
o A template document design environment (data processing, page layout, etc.):
KSL Studio
o A centralised production platform, KSL Server, where production scenarios (meta-
services) are customised and administered. This platform not only offers
document assembly functionality, but also a suite of Output Management services,

KSL’s solution enables user departments to interact directly with document content: marketing
messages, correspondence text etc., prior to the launch of document assembly processes,
through a centralised resource repository and the KSL Content Manager module.

KSL takes into account the specificities of the telecom business

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• Compatibility with post-production processes: automated bundling, OMR code

management, AFP format.
• This proposal includes one format invoice in French
• Dynamic processing of graphs and barcodes.

5.6 SIZING

Sizing has be done for 2 000 000 subscribers for Hardware capacity, and 1 000 000 subscribers for
Software capacity, including 50k postpaid for licensing.

Sizing
Billable subscribers 50 000 Postpaid
Non billable subscribers 1 000 000 Subscribers
Interconnection partners 10
CDR day per subscriber (including roaming CDR & 15M CDR/day
interconnection CDR)
CDR storage (including current bill period) 3 Months
Invoices storage (months) 12 Months
Concurrent CSRs (Customer Service Representatives) 100

5.7 HARDWARE CONFIGURATION OF BILLING SERVERS

Only hardware for servers are included in this proposal. PC Client and printers are not provided.
The information present in the following paragraph are just for information purposes. The
equipment is subject to change depending on provider catalogue change. All hardware(s) are
presented in one or several rack.

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5.7.1 Production

Backend server
1 V890 servers
• 8 UltraSparc IV+ CPU (dual core processor)
• 64 GB RAM
• Internal disk RAID 1
• 2 Ethernet cards
• Fibre Channel interface
• DVD, DAT
Front-end server
1 T2000 server
• 1 UltraSparc T1 CPU (8 core processor)
• 32 GB RAM
• Internal disk in RAID 1
• 2 Ethernet cards
• DVD, DAT

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Backend storage
• EMC Clarion CX disk storage
• 6 TB useful capacity
• Raid 5
Backup
• LTO2 cartridges library
Backend and front-end software
• Solaris 10 64 bits
• Oracle 10g Enterprise Edition
• WEB Server (Jakarta Tomcat 5.5)
• JVM 1.5
• TAO Corba bus
• Java Help
• Oracle JDBC Driver for JVM 1.5

5.7.2 Tests

Backend and front-end servers

1 V490 server:
• 4 UltraSparc IV+ CPU (dual core processor)
• 64 GB RAM
• 2x73 GB internal disk RAID 1
• 2 Ethernet cards
• Fiber Channel interface
• DVD, DAT
Storage
• Included in EMC disk array
Backup
• See production
Software
• Solaris 10 64 bits
• Oracle 10g Enterprise Edition
• WEB Server (Jakarta Tomcat 5.5)
• JVM 1.5
• TAO Corba bus
• Java Help
• Oracle JDBC Driver for JVM 1.5

5.7.3 Hardware configuration of Operator Stations

Important note: The operator stations are not part of this proposal.
Hardware
• Compatible PC, minimum 1 GHz
• RAM: minimum 512 MB
• Disk: 2 GB (without Microsoft Windows environment)
• Resolution 1024x768 recommended
• Ethernet card 10/100
Software

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• Windows XP
• Oracle SQL*Net V10
• JVM 1.5
• Web browser Internet Explorer 5

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6 WARRANTY, SUPPORT AND MAINTENANCE

6.1 WARRANTY CONDITIONS

6.1.1 Hardware
All the Alcatel-Lucent Hardware provided is under guarantee for 1 year starting when the system
is delivered on site and acceptance signed-off.

6.1.2 Software
The Alcatel-Lucent Hardware Software solution is guaranteed for a period of 1 year, beginning
when the system is delivered on site and acceptance signed-off.

6.2 SUPPORT & MAINTENANCE

Alcatel-Lucent propose the following organisation to support Alcatel-Lucent solutions:
• Support level 1 done by Glomobile after training session on each system.
• Supports level 2 and 3 by Alcatel-Lucent Telecom experts via remote connection to the
systems

The warranty corresponds to the “Bronze” maintenance level (“Bronze”level is the Alcatel-
Lucent level defined for basic maintenance).
The chart below describes Alcatel-Lucent commitments for the “Bronze” maintenance level
contract.

Warranty and/or “Bronze” maintenance

level

HW HP
Maintenance “Best Effort”
Neutralization Time

Critical problem:
Next Working Day in 90% of all cases.
Software 2 Working Day maximum.
Maintenance Complete correction < 2 months.
Major problem:
6 Working Day maximum
Neutralization time Complete correction < 4 months.
Minor problem:
Reasonable Effort

Critical Problem
It means a problem (taken separately or cumulated with others) generating unacceptable or
blocking impacts on the Interconnect Billing System quality of service, avoiding the rating of
interconnect CDRs or the generation of interconnect bills.

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Major Problem
It blocks a function of the system but doesn’t impact the rating of interconnect CDRs or the
generation of interconnect bills.
Minor Problem
Every anomaly not covered by the previous categories (anomaly related to the documentation,
the ergonomics of the system, etc. )

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7 RESPONSIBILITY MATRIX
Item Alcatel-Lucent Glomobile
General
Configuration, definition and IT network build X

Numbering plan definition and build X

Customisation centre for SIM cards (for GSM) X

HW Platform and its integration by the supplier X

Third-Parties deliveries X

Planning and documentation X X

Site
Site delivery X

System environment such as offices and machine X X

room, false floor, air conditioning, tables, chairs,
small supplies, cables, consumables, primary and
standby power, network and electrical cabling,
etc.
Site visit report X

Site equipment
Installation, planning and documentation X

Purchasing X

Equipment transport CIP to site X

Clearance X

Unpacking X

Delivery cabling X

Internal equipment cabling to external equipment X

(220V/PLMN/PSTN/SMSC)
Uninterruptible power supply for working station X
and peripherals
Network equipments (DNS, Firewall and router …) X

Internet access, international and national phone X

Various small supplies such as magnetic tapes, X

removable disks, print paper, SIM cards, etc
Training
Planning, training support and training X

Training environment (room, video projector etc X

…)
Acceptance

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Planning and documentation X

Human and materiel resources mandatory for X

acceptance procedures
Tests data X

Tests and acceptance X X

Acceptance book X

Support after acceptance

Remote access X

Level 1 X

Level 2 X

Level 3 X

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END OF DOCUMENT

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