TELECOM ACCESS STANDARDS NEWSLETTER NO. 125 November 2000 CONTENTS 1. ISDN TESTING: CHANGED PROCEDURE 2. ADSL CPE ISSUES 3. ADSL CPE APPLICATION AND OPERATING SYSTEM SUPPORT 4. SUPPLY OF INFORMATION TO CUSTOMERS 5. SUPPLY OF DIAGNOSTIC INFORMATION TO THE JETSTREAM HELP DESK 6. INFORMATION TO BE SUPPLIED TO ISP's 7. CPE FOR USERS WITH DISABILITIES APP.1 ISDN LAYER 3 SUPPLEMENTARY TESTING RETURN TO MAIN INDEX 1. ISDN TESTING: CHANGED PROCEDURE With the gradual reduction in workload over the past year or so, Telecom's ISDN CPE testing facilities at Wellington are being closed down early in December. ISDN is now a mature service and further development of Telecom's ISDN service is unlikely. Also, since our ISDN is ETSI-compliant in almost all respects, few suppliers are having any difficulties complying with Telecom's network interface requirements. Our formal testing to date has been covering a number of features that might have been introduced in the future, but this is no longer considered necessary. As a result, the testing process can be simplified down to a few critical tests, as outlined in Appendix No. 1. Suppliers may either make use of the services of an accredited test laboratory or make these tests themselves. Either way, compliance is to be verified by testing and completing a copy of Appendix No. 1. As an interim measure, any remaining ISDN testing work by Telecom will be concentrated on our Auckland facility until about the end of February 2001, after which the following arrangements will be the sole means of Telepermitting ISDN CPE. As at present, the local supplier will be required to obtain test reports confirming compliance with ETSI requirements at Layers 1, 2 and 3, and to check with the manufacturer to ensure that the necessary changes have been made to comply with TNA 134. The supplier is still required to obtain compliant safety and EMC test reports. The only real difference is that, given this basis supporting documentation, the local agent will be able to check the product software against the Telecom network on a working ISDN line instead of having Telecom or an accredited lab carry out formal testing. This new arrangement aligns closely with what has been done for PABX systems for some years. As with PABX systems, the local agent will be required to install and monitor the first few ISDN products of the type concerned to verify that customers are receiving a good level of service and experiencing no problems. If all is well, the product can be offered to other customers with some level of assurance. In summary, the new requirements for a Telepermit for ISDN CPE are as follows: 1. Electrical Safety - test report showing compliance with AS/NZS/IEC 60950, IEC 950, AS/NZS 3260 or their direct equivalents; 2. EMC - compliance with EN55022, AS/NZS 3548, or their direct equivalents (for submission of a Declaration of Conformity to the Ministry of Economic Development); 3. Test reports showing evidence of compliance with either the European CTR3 Layers 1, 2 & 3 Test Reports for basic rate products, or CTR4 Layers 1, 2 & 3 Test Reports for primary rate products; 4. Either a Telecom or accredited test lab ISDN Test Report, or a copy of Appendix No. 1 to this newsletter, certifying that tests have been carried out by the supplier and that the product complies with the supplementary requirements. ISDN -Analogue Terminal Adaptors are a special case. These will need to be tested by a Telecom-accredited laboratory to PTC 200. This work can be done by Harvest NZ Ltd, who already have an ISDN line set up. As a separate matter, ISDN Phones will need to have CTR8 Test Reports. This new process will be phased in from December onwards and suppliers will be free to choose whether to use to do the tests themselves or go to an accredited test facility. This choice will apply until the end of February, after which Telecom's lab will drop out of the process. Comments on this change are invited from ISDN CPE suppliers. 2. ADSL CPE ISSUES Telecom's "JetStream" ADSL service and related CPE issues have been a major part of our work over the past few months. Good progress is being made with more than 9000 customers connected, mostly with the Nokia series modems provided by Telecom, but with increasing use of modems from other Telepermit holders. All parties concerned are gaining some experience with commissioning the service and dealing with customers' problems. One of the attributes of "JetStream" is that it is intended to be an "always on" service. This brings up the question of modem reliability. It would prolong the testing process too much to require that test labs leave products running for a long period to ensure that there is no overheating or other time-related failure. Instead, it is proposed that PTC 270 will require suppliers to verify that they have had their product in continuous use for several days without failure due to modem or software problems. The introduction of "JetStream" was covered in some detail in Newsletter 123. We also publish PTC 270 free of charge to assist suppliers. This draft will be up-dated shortly to cover some of the information given in this Newsletter. In the meantime, to make use of our service experience, ADSL CPE suppliers should be aware of the issues that have caused concern so far. For example, we have been asked to clarify a number of basic set-up issues with respect to Telecom's "flavour" of ADSL, as this information has not always been made available to customers. Set-up options By way of background, there are several different implementations of ADSL, largely depending on the geographic area. The US Market, where the baby bells or Local Exchange Carriers dominate the DSL market. These companies use primarily RFC 1483: Bridge. In this configuration the customer is hard wired to the ISP. In parts of the Asian market, where many cities have large high density populations living in massive apartment blocks only a short distance from the local exchange, it is common practice to install the DSL concentrator (DSLAM) in the basement of a building and use RFC 2516 or PPP over Ethernet. The NZ Market has some unique attributes, in that it has a small population spread over about the same land area as the UK and Ireland. The Telecom network is configured PPP over ATM using RFC 2364. ATM (Asynchronous Transfer Mode) is a robust broadband technology that can transport data over long distances with good quality of service and low latency (delay). In this configuration the customer has a choice of ISP. JetStream set-up There are several basic set-up requirements for using CPE with Telecom's JetStream. Each modem tends to phrase its set-up instructions and requirements slightly differently, but the following are the options that should be selected for basic internet access where the user is requested to enter them as part of the set-up process:- 1. The operating mode should be set to "G.992.1", "G.DMT", or "ANSI T1.413 Issue 2", but not to "G.Lite" or to G.992.2 (which are the slower speed versions); 2. The ADSL Modem or Router must be set up for PPP over ATM (PPPoA, but sometimes referred to as "PPP", RFC 2364 or PPPoAAL5). 3. The ATM settings must be set with VPI = 0 (Virtual Path) and VCI = 100 (Virtual Channel). Note that many modems have default settings for overseas markets, typically 8/35, rather than our 0/100. Such settings must be changed by the customer. 4. Framing should be set to "VC/MUX". 5. The user name must be set to the userID followed by an @ symbol followed by the domain name, eg user@isp.co.nz If a customer has an existing dial up ISP account and the ISP supports the JetStream service, the customer's user ID may change, although their password stays the same. As an example, if a dial-up account with Xtra has the user ID joe.bloggs@xtra.co.nz, this will change to joe.bloggs.xadsl@xtra.co.nz for JetStream (Xtra's "Velocity" service). User ID's Customers should be advised to check with their ISP to determine whether any such change in user ID is necessary when they change from a conventional dial-up modem to JetStream operation. Modem suppliers should also supply customers with instructions on how they can change this user name without altering other settings. For example, whenever they want to change ISPs or connect to a corporate network. Dynamic IP address The Telecom JetStream service allocates a single dynamic IP address from a pool of ISP's IP addresses that reside in the network. Every time you log-in to the network, the network will give you a different IP address. The purpose of this is to share and reuse the limited number of available IP addresses, as required. If the modem is external, with an Ethernet connection to the customer, then it must have some form of network address translation (NAT) inside it. The settings for doing this need to be supplied by the modem manufacturer. Some applications, such as Virtual Private Networks (VPN's), Web Hosts, Usenet servers, Mail Hosts, etc, require a static address. Static IP address For example, to run a VPN over the ADSL connection requires a Static (Public) IP address and VPN software to initiate and terminate the VPN tunnel. Static IP addresses can be allocated by the ISP at a typical cost of around $20 per month per IP address. The Telecom New Zealand Network will at present only allocate a single static IP address per port. Multiple users To connect multiple users to a JetStream connection, the ADSL customer equipment must incorporate a router that has a DHCP (Dynamic Host Control Protocol) server. DHCP will allocate private IP addresses on the LAN side. Where the modem has this capability, the manufacturer must supply clear instructions on how to do this, with details of what setting to use under what circumstances. By also using NAT (Network Address Translation), the public dynamic network IP address allocated by the Telecom Network on the WAN side can be mapped to the Private IP address on the LAN side. NAT also provides very basic firewall functionality, as the private IP addresses on the LAN side are not visible to the WAN or Internet. NetMeeting is a common application which allocates dynamic port numbers. However, with NAT activated, it is usually not possible to run applications such as Net Meeting. This is a limitation of using NAT and dynamic IP addresses, not a limitation of the ADSL Router. USB - Ethernet support If the customer is using a USB connection, they may have to delete the Ethernet card settings in the Control panel. This will vary from product to product. 3. ADSL CPE APPLICATION AND OPERATING SYSTEM SUPPORT There has been a lot of discussion within Telecom on how far Telepermit requirements should extend into application and operating system support. The capability of any product is largely a marketing issue, but we have insisted that basic connectivity to the internet for downloading files should be part of the Telepermit testing as this is an essential function for anyone buying ADSL CPE. Some of the points that have come up with our JetStream Help Desk are also fairly basic however. For example, whether or not the software supports the all the common operating systems, such as Win 95, Win 98, Win ME, Win 2000, NT 4.0, Linux, and the various Mac OS. Similarly, what applications a product and its software supports can be important to users. To have an independent laboratory formally test every option would be an expensive and long process, especially if there are regular software up-grades and patches, any of which could affect operation. In view of this, our current approach is to simply verify that the product connects correctly and can meet basic functionality. As we see it, the supplier is primarily responsible for the product, so the supplier should define clearly what applications and operating systems are applicable for each product. This will ensure that prospective customers are properly informed. While it is a requirement of the Consumer Guarantees Act that all relevant product information be disclosed to a prospective purchaser, actually getting such information from the retailer is not always successful. Since customers need to access the Telecom "JetStream" website to confirm the availability of the service before buying a modem, there is an opportunity for suppliers to publish application and operating system support details on the internet and have us provide a link from the Telepermit or "JetStream" websites. This will help ensure that customers do not purchase a modem they cannot use with their PC or one that does not support the required application. Alternatively, Telecom could co-ordinate and publish such product information on its own website, using a standardised presentation format. A possible example is currently published on the JetStream website for the Nokia M10 - see "user information". Tables of this nature would assist customers in making comparisons and selecting suitable products for their needs This proposal has not been thought through completely, but our aim is twofold: to avoid customers buying a product that does not meet their needs, and to avoid our Help Desk having to deal with enquiries or complaints that some aspect of an ADSL modem does not work when, in fact, it was never intended to work. Since such a move could avoid products being purchased and then returned unnecessarily, modem suppliers are invited to comment on the above proposal. Such on-line publications could possibly also be included with diagnostic information and FAQ's on the specific products and software versions. 4. INFORMATION TO BE SUPPLIED TO CUSTOMERS Specification PTC 270 stresses the need for clear set-up information to be supplied to customers, along with any other information relevant to the product and its correct operation. In this respect, the basic set-up information given in item 1 above is essential. Preferably, this should be the default settings in the software provided to avoid confusing customers with limited technical knowledge. Alternatively, the above settings must be clearly stated in the user instructions. Where there is any other application layer proxying, firewall or other functionality within the modem that customers may wish to use, the user instructions are also required to include such details. At this early stage in ADSL introduction, many suppliers are seeking Telepermit with an overseas-sourced sample, and the original user instructions, etc. To avoid undue delay in granting Telepermit, we have not enforced the requirement to submit Telecom-specific user manuals and set-up software at the application stage. We appreciate that developing such specific information may be unjustified when there is any doubt about the product's compliance. Nevertheless, these items are required and should be submitted as soon as they are available. In particular, they should be made available to the JetStream Help desk and to ISP's, as explained below. In particular, suppliers are to clearly advise their customers of their Help desk contact numbers and explain how the customer is to go about getting assistance. Advising customers to "Contact your Telco in the event of any problems" is NOT acceptable. 5. SUPPLY OF DIAGNOSTIC INFORMATION TO THE JETSTREAM HELP DESK In the offer of "JetStream" Help Desk liaison outlined in Newsletter no. 123, I mentioned that the contact person in Telecom was Mark Barlow. It is now recommended that any products, software and support information for which the supplier's help desk facilities are happy to work with our help desk should first contact Phil Prangley, the Help Desk Service Manager. His telephone number is (09) 486 8803 and his street address for deliveries is Level 2 Telecom Towers, 19-21 Como Street, Auckland. Our preference is for the Help Desk to be provided with a sample of the CPE, together with set-up software and a user manual, so the staff can familiarise themselves with the product and assist customers with problems - at least to the stage where they can reliably determine whether a problem is network or customer equipment-related. All ADSL CPE suppliers, especially those who do not wish to supply actual product and set-up software to the Help Desk, are asked to at least provide a brief summary of the diagnostic indications and their significance for each product. External modems seen so far all have one or more LED indicators, with varying meanings depending on the number of LED's switched on, their colours, etc. This information is important for our Help Desk, as they can ask the customer what product is being used and then guide them to look at the LED's and explain their significance. A similar situation applies with the on-screen indicators for PC card modems. Access Standards has this information as part of Telepermit application submissions, but we have undertaken not to supply product-specific information to other parts of Telecom and continue to honour this undertaking. We would prefer that Telepermit holders pass this information directly to the Help desk and ISP's. If the Telepermit holder formally authorises Access Standards to pass this basic diagnostic information to our Help Desk and to ISP's on their behalf, we can do so. Requests along these lines are being sent directly to all existing ADSL CPE Telepermit holders, but the above requests, Newsletter 123 and PTC 270 apply equally to prospective Telepermit applicants. Unfortunately, if this information is not made available, our Help Desk staff will just have to divert customers back to the CPE supplier with the advice that "the necessary information was requested, but not supplied. We thus cannot help further and have to refer you back to the product supplier". To avoid any mistaken identification of similar products, such as the several versions of Nokia M11, it is recommended that the Telepermit label be clearly shown on all ADSL CPE products. The PTC number can then be used as a clear identifier in any dealings with ISP's or Help Desks. Overall, the aim is to have CPE suppliers help us to help them deal with customer problems. What we all have to avoid is a customer getting the "run around" by being passed from ISP help desk to CPE supplied to Telecom, with no real progress. This would hardly be the way to launch a new product or service! 6. INFORMATION TO BE SUPPLIED TO ISP's While it is not Telecom's direct concern, other than for information needed by Xtra, it is recommended that CPE suppliers contact all ISP's which support "JetStream" and make sure that the ISP's Help Desk also has sufficient information on a product to help a customer determine how best to deal with a problem. There are now around 20 ISP's supporting "JetStream" and any one of these could be involved with customers using ADSL CPE. Again, the aim is to help the ISP to help the CPE supplier. 7. CPE FOR USERS WITH DISABILITIES For some time, Telecom staff have worked with the various associations supporting people with hearing, sight or physical difficulties in order to make suitable CPE available for their special needs. We now have over 6100 items Telepermitted, but even with this large number of products it is not certain that there will be a product that meets every user's specific requirements. CPE suppliers are invited to advise us where they have products which particularly suit some type of user disability. If we are able to obtain a reasonably useful list of such products, we may be able to justify setting up a webpage to make this information more widely available. DOUG BURRUS Manager Access Standards ACCESS STANDARDS NEWSLETTER No. 125 APPENDIX No. 1 ISDN LAYER 3 SUPPLEMENTARY TESTING The following tests, related to Telecom's ISDN and likely to affect NZ users, are not covered in a standard Euro/ETSI ISDN test report. In view of this, applicants for ISDN Telepermits are now required to carry out these additional tests and to verify that the requirements are complied with. This form is to be completed by any applicant who has not had formal testing completed by Telecom. The completed form is to be submitted in place of the Telecom test report, along with the other specified supporting documentation. "EUT" signifies "Equipment Under Test":- NOTE: DELETE the option that does NOT apply I. Applicable to all ISDN CPE. 1. Redirecting Number IE (Information Element). Ref. Amendment 2, TNA 134:1997 ? 4.7.5. The purpose of the Redirecting number information element is to identify the redirecting party of a call. The test checks that calls with the Redirecting number information element in the SETUP message are accepted by the EUT. The extraction and processing of the redirecting information element is left to the equipment supplier. This is a subscription option. EUT shall accept calls with Redirecting Number IE PASS/FAIL 2. Date and Time IE. Ref. Amendment 2,TNA 134:1997 ? 4.5.15. The Purpose of the Date/Time information element is to provide the date and time to the user. It indicates the point in time when the message has been generated by the network. The tests check that calls with the Date/Time information element in the SETUP or CONNECT messages are accepted by the EUT. The extraction and processing/display of the date and time information element is left to the equipment supplier. This is a subscription option. EUT accepts call Setup with date and time PASS/FAIL EUT accepts Connect with date and time PASS/FAIL II. Only for EUTs intended to support Telecom CENTREX 1. Feature activation IE and Information request IE. Ref. TNA 134:1997 ? 4.7.3 & 4.7.4. This series of tests checks the terminal's support/implementation of Telecom CENTREX service. This is the Telecom implementation of Hookswitch flash feature. This feature is rarely implemented properly with most ETSI devices sending an ISDN Hold message in response to a Hookswitch flash. The Hold message is ignored by the Telecom network. EUT sends feature activation PASS/FAIL/NOT APPLICABLE EUT responds to Information Request PASS/FAIL/NOT APPLICABLE 2. Called Number type and plan. (Given for advice). Ref. TNA 134 ? 4.5.8. For maximum flexibility in operating on public and Centrex lines, it is recommended that terminals set "Numbering plan identification" and "Type of number" to "unknown". A terminal with these parameters set to "ISDN/Telephony" may not be able to make calls from a Centrex line. [EUT->NT] SETUP, Called Number type/plan "Unknown" YES/NO III. Only for EUTs with Analogue ports (Terminal adapters) (Given for advice). Analogue port Setup message including Progress Indicator. An analogue port coded as "Speech or 3.1kHz audio", but without a "Call is not end-to end ISDN" Progress Indicator, cannot be used by both Voice and Data devices when calling ISDN terminals that adhere to all compatibility checks. As examples, an ISDN Fax may not answer calls from a Fax originating from a "Speech" port; or a PABX or ISDN phone may not accept voice calls originating from a 3.1kHz Audio (VF Data) port. NOTE: A 3.1kHz audio call without the Progress Indicator IE "Call is not end to end ISDN" is regarded by some terminals as a data call. [EUT->NT] SETUP, Analogue port includes Prog Ind IE YES/NO Terminal adapters are to be tested by a Telecom-accredited laboratory to ensure that the analogue port complies with PTC 200. CERTIFICATION I certify that the above tests have been carried out by or on behalf of my company and the ..............................................................................................................................( product name) complies with the above requirements, as shown ..................................................................................................................... (Name) ..................................................................................................................... (Test Lab/Company Name) ..................................................................................................................... (Position in company) ..................................................................................................................... (Date)