TL9000测量附录.docx

TL9000测量附录.docx

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TL9000测量附录

电信业优质供方领导人论坛

QuESTForum

TL9000质量管理体系

测量附录培训件

目录

附录A：

产品类别表

附录B：

TL9000顾客满意度测量指南

词汇表：

缩写、简写和定义

深圳安信达信息技术有限公司

2004年12月31日

附录A产品类别表—3．5版

这份附录是随着本手册的目前发行。

然而，附录中的这些表格是受发行更新而有所变更。

在“QuEST论坛”网页（http：

//www.questforum．org/）可获得附录A中表格的最新版本和生效日期。

必须按照4．1.1中的规则说明，于认证时使用最新版本。

组织必须根据所列的产品类别，将他们的产品分类，并报告测量。

表格A-2的“测量适用表（正常化单位）”列出了明确的测量，以应用于每一个类别和正常化的单位，以及编辑测量报告的其它所需信息。

a）表格目录

表A-1．产品类别定义

表A-2．测量适用表（正常化单位）

表A-3．网络要素影响的中断定义

表A-4．传输标准的设计和转换

表A-5．光学和电子的等效性

表A-6.测量总列表

b）产品类别定义

表A-1包含了将被组织使用于他们的产品分类的产品类别定义。

c）产品分类的规则

1）组织将不会被要求对一设定多重产品类别的一个产品的测量进行报告。

因此，由组织提供的任何产品必须被明确的分类为某一个产品类别。

2）一般目的的产品，例如计算机，当这产品被指定为提供某功能的系统时，将按这特定的功能，例如发送信号而被分类。

否则，它们将被分类到一个为一般目的产品所设计的单独类别，例如公共系统计算机。

3）一件产品将根据其主要功能进行分类。

例如，一个附有执行监视的数字传输设备产品，将被分类为一传输产品，而不是一个作业或维护产品。

4）分类的标准是产品类别，而不是产品可能实施的用途。

例如，如果一个产品分类被归为户外设备类别，所有与该类别一致的产品将同样的被分类，即使有完全相同的产品有时候会在顾客的现场所使用，以及即使一个特定的组织产品，主要被卖给顾客的市场。

d）产品类别表的结构原则

1）必须定义产品类别，从而可以将其归为一个明确定义的分类。

2）有清楚建立的分类规则。

3）如果产品类别能够以逻辑性的被聚集在一起，则它们不能被不自然的分开。

4）产品类别应该有明确的定义，这提供它们明确的解释。

5）对每一个类别，测量可被整合的程度必须被定义。

6）每一个产品类别规范必须由标准的要素组成。

7）阶级中产品的放置将反映产品的主要用途。

1）产品类别定义

TableA-1ProductCategoryDefinitions

CategoryCode

CategoryName

Definition

Examples

1

Switching

Equipmentforthephysicalorvirtualinterconnectionofcommunicationchannelsinresponsetoasignalingsystem.Theswitchingcategoryisbroadlydefinedtoincludepacketorcircuitswitchedarchitectures.

1.1

CircuitSwitch

Equipmentfortheterminationofsubscriberlinesand/ortrunklinesandthedynamicinterconnectionoftheseportsorchannelsinadigitaltransmissionfacility.Acircuitswitchestablishesadedicatedcircuit,asopposedtoavirtualcircuit,inresponsetoasignal.StoredProgramControl（SPC）isthemostcommontypeofswitchingequipmentusedatendofficesandtandemoffices.Thesesystemsuseeitheranalogordigitalswitching.Theswitchingsystemusedmusthavethecapabilitytosend,receiveandbeactuatedbysignals,e.g.,accesslinesignals,orinter-officein-bandorcommon-channelsignaling.Thiscategoryincludesallcircuitswitchesregardlessoftransmissionmedium,i.e.,wireline,orwireless.

●End-office

●Tandem

●Tandemaccess

●Remote

●ServiceSwitching

Point[SSP]

●MobileSwitching

Center[MSC]

1.2

PacketSwitch

Equipmentforswitchingorroutingdataonvirtual,asopposedtodedicated,circuits.Theserviceispacketswitchedinthatthecustomer'sdataistransportedasasequenceofdatablocks（packets）thatdonotexceedaspecifiedsize.Thispacketizationpermitsdatafrommanydataconversationstoshareagiventransmissionfacilityeconomicallythroughstatisticalmultiplexing.Suchdataconversationsareknownasvirtualcircuits,whicharefullduplexandconnection-oriented.

Note1Theinformationinthistablemayhavechanged.ThelatestreleaseofthistableanditseffectivedateareavailableviatheQUESTForumwebsite（www.questforum.org）.

Note2ProductCategorieslistedinREDanditalicizedwillbeusedforpossibleDataAggregationonly.MeasurementsmustbesubmittedperthelowerProductCategorylisting.

Note3Boldedtextintheproductcategorydefinitionindicatestheprimaryfunctionoftheproductcategory.Thisisthefunctiontouseforoutagemeasurements.

TableA-1ProductCategoryDefinitions

CategoryCode

CategoryName

Definition

Examples

1.2.1

PublicPacket

Switched

Network（PPSN）

Equipmentfortheprovisionofconnection-oriented,packet-switchedcommunicationservicesdesignedtoprovideeconomicaldatatransportbasedoninternationallystandardizedpacketprotocols.Thepacketswitchistheprimaryswitchingelementofthenetworkallowingefficientconnectivitytomanycustomers.Theaccessconcentratorconcentratestrafficfromlower-speedaccesslinesformoreefficientpacket-switchportusageandperformsanynecessaryprotocolconversionviathePacketAssembler/Disassembler（PAD）function.

●X.25packet

switch

●Accessconcentrator/PAD

1.2.2

AccessSwith

Equipmentthatswitchespacketizeddatafromsourcetodestination.ThismayincludevariablelengthIP（InternetProtocol）and/orfixedlengthATMpackets.ThesesystemsincludeterminationofPSTNtraffic.

●Accessswitch

●ATMswitch

1.2.3

Notcurrentlyused

1.2.4

FrameRelaySwitch

SwitchingequipmentthatoperatesatOpenSystemsInterconnection（OSI）Level2（hardware）tomovevariable-lengthFrameRelayFramesovervirtualcircuitsfromsourcetodestination.DataaremovedwithoutdataintegritychecksorflowcontrolatuptoT3rates.

●FrameRelay

Switch

1.2.5

PacketNetwork

Element

EquipmenttotransportdataandsignalingmessagesbetweenVoiceOverPacketNetworkElements.ThesemaysupportInternetProtocol（IP）routedflowsand/orATMvirtualconnections.TheCallConnectionAgentusesanIPoranATMinterfacetothepacketNEforthetransportofsignalinginformationandtocontroltraffic.

●PacketNetwork

Element

1.2.6

TrunkGateway

SystemsthatterminatecircuitswitchedtrunksinthePSTNandvirtualcircuitsinthepacketnetworkprovidingfunctionssuchaspacketization.Thesesystemsdonotprovideresourcemanagementfunctionsforthetrunksthattheyterminate.ThesedohavethecapabilitytosetupandmanagetransportconnectionsthroughthecorenetworkwheninstructedbytheCallConnectionAgent（CCA）.ThesesystemsareassociatedwithaspecificCCAthatprovideditwiththenecessarycallcontrolinstructions.

●Trunkgateway

Note1Theinformationinthistablemayhavechanged.ThelatestreleaseofthistableanditseffectivedateareavailableviatheQUESTForumwebsite（www.questforum.org）.

Note2ProductCategorieslistedinREDanditalicizedwillbeusedforpossibleDataAggregationonly.MeasurementsmustbesubmittedperthelowerProductCategorylisting.

Note3Boldedtextintheproductcategorydefinitionindicatestheprimaryfunctionoftheproductcategory.Thisisthefunctiontouseforoutagemeasurements.

TableA-1ProductCategoryDefinitions

CategoryCode

CategoryName

Definition

Examples

1.2.7

AccessGateway

Thisequipmentsupportsthelinesideinterfacetoapacketnetworkbackbone.ItprovidesaccesstothepacketnetworkfortraditionalPSTNdevicessuchasstandardtelephonesandPBXsystems.ThesystemsareassociatedwithaspecificCallConnectionAgent（CCA）thatprovidesthenecessarycallcontrolinstructions.OnreceivingtheappropriatecommandsfromtheCCA,theaccessgatewayprovidesfunctionssuchasaudibleringing,powerringing,andmiscellaneoustones.ThesesystemshavethefunctionalitytosetupatransportconnectionthroughthecorepacketnetworkwheninstructedbytheCCA.

●Accessgateway

1.2.8

Serviceand

Network

Controller（SNC）

EquipmentthatcombinesaCallConnectionAgent（CCA）,signalinggateway（SG）andpossiblyaserviceagentintoonesystem.TheCCAprovidesthenecessarycallprocessingfunctionalitytosupportvoicetrafficonthecorepacketnetworkincludingcallcontrolcommandsandcommunicationwithBillingsystems.TheSGinterconnectsthepacketnetworktothePSTNsignalingnetwork.ItterminatesSS7linksfromthePSTNCCSnetworksandthusprovidestheMTPLevel1andLevel2functionality.TheSGcommunicateswiththeCCAtosupporttheendtoendsignalingforcallswiththePSTN.EachSGisassociatedwithaspecificCCA.AserviceagentsupportssupplementaryservicesandgeneratesTCAPmessagestointeractwithServiceControlPointsforintelligentnetworkservicessuchas800andLocalNumberPortability.

●Serviceand

Network

Controller（SNC）

●Softswith

●NextgenSwitch

1.2.9

Routers

Equipmentthatroutespacketizeddatafromsourcetodestination.ThismayincludevariablelengthIP（InternetProtocol）and/orfixedlengthATMpackets.Thisequipmentisconnectedtomultiplephysicalpacketnetworksandroutesordeliverpacketsbetweenthenetworks.Routinggenerallyusessoftwarealgorithmstooptimizeoneoracombinationofdata-transport"measurements"suchasdelay,theuseofreliablepaths,"hops"betweenservers,etc.RouterstypicallydonotincludeterminationofPSTNtraffic.

●IPRouter

Note1Theinformationinthistablemayhavechanged.ThelatestreleaseofthistableanditseffectivedateareavailableviatheQUESTForumwebsite（www.quesfforum.org）.

Note2ProductCategorieslistedinREDanditalicizedwillbeusedforpossibleDataAggregationonly.MeasurementsmustbesubmittedperthelowerProductCategorylisting.

Note3Boldedtextintheproductcategorydefinitionindicatestheprimaryfunctionoftheproductcategory.Thisisthefunctiontouseforoutagemeasurements.

TableA-1ProductCategoryDefinitions

CategoryCode

CategoryName

Definition

Examples

2

Signaling

Equipmentfortheprovisionofsignaling,i.e.,statesappliedtooperateandcontrolthecomponentgroupsofatelecommunicationscircuittocauseittoperformitsintendedfunction.Generallyspeaking,therearefivebasiccategoriesof"signals"commonlyusedinthetelecommunicationsnetwork.Includedaresupervisorysignals,informationsignals,addresssignals,controlsignals,andalertingsignals.Thiscategoryincludesthosesignalingproductsthatfunctionwithinthetelecommunicationsnetworkandexcludes（possiblysimilar）productsthatwouldnormallyprovideenhancedservicesoutsidethenetwork,oronthecustomerpremisessuchasACD,IVR,orvoicemessagingsystems.

2.1

ServiceControlPoint

（SCP）

AsignalingpointthatfunctionsasadatabasetoprovideinformationtoanotherSCPorServiceSwitchingPoint（SSP）.TransactionCapabilitiesApplicationPart（TCAP）queriesandresponsesareusedtocommunicatewiththeSCPasisdonefor800DataBaseServiceandAlternateBillingService