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>a1 INTRODUCTION
The introduction of the system described in the following will
provide a highly efficient directory assistance service, due to the
technological advances inherent in the proposed hardware and software,
and the refinements of the performance procedures developed through more
than four years' experience with a system in full operation at all four
Danish telephone companies, at Michigan Bell Telephone Company, and
presently under development for the service of the Ministry of
Communications, the State of Kuwait.
>a2 The Background for Directory Assistance
Computerized Assistance has been conceived in order to
- Reduce the operating cost of
telephone directory enquiry
services,
- Display directory listings in a
manner that eliminates all physical
leafing through telephone books or
searching micro fiche,
- Enable a reduction of the enquiry
operator Average Work Time (AWT), thus
increasing Directory Assistance
capacity without investment in more
personnel.
Before summarising the concepts and features of RC Computer's
directory assistance system, we will survey problems encountered
by directory enquiry services today.
Generally speaking, a subscriber calls the directory enquiry
service, because he is unable to find a certain telephone
number in the printed telephone directory.
Often Directory Enquiry Operators are equipped with material
that is essentially the same as the printed telephone directory -
sorted according to surname, streetname, and other relevant sort
criteria, and listed on paper or microfiche.
Manual searching of such material is very time consuming and
certainly the operator Average Work Time can be lowered
significantly by letting the search through lists be aided
by a computer. However, listing systems, based on a telephone
directory sorted in various ways, cannot handle the following
problems:
- The caller cannot precisely spell
the name, address, etc. of the
subscriber in question.
- The caller does not know the precise
location of the subscriber - only a
more or less defined area.
- The caller has only a vague idea of
the subscriber's profession - a
classical English example is a
lawyer, who could be a barrister, an
attorney or a solicitor.
- The caller remembers only the
subscriber's acronym, e.g. BP
instead of the actual subscriber
entry, i.e. British Petroleum.
Directory Enquiry Operators - in traditional Directory Enquiry
Services - use a large amount of time and seldom come up
with an answer that satisfies the caller. Operator as well as
caller are frustrated, and the Telephone Administration is
burdened by the expenses of an inefficient operation. Thus, a
directory assistance system must incorporate facilities that
allow search tolerance on various spelling forms, multiple
names for the same subscriber, and a flexible area/location
search strategy.
The update frequency must be high to accomodate the rate of
subscriber data change. This is necessary due to the relatively
long period of time between the distribution of new printed telephone
directories. A large amount of subscriber changes accumulate during
such a period and cause a lot of enquiries to the directory enquiry
service.
In many countries it is necessary to operate with several alphabets,
e.g. the Arabic and Latin character sets. Conversion is usually
performed for the printed telephone directories, and this is
difficult because an exact translation is impossible. Thus it becomes
a matter of guesswork to recognise a Latin name written in Arabic
and vice versa. Directory Assistance systems operating in countries
with such problems must be bi-lingual, or indeed if required,
multi-lingual.
The considerations mentioned above relate to technical goals
optimising the search and hit rate. However, another, and equally
important, set of considerations are those concerning the environment
of the directory enquiry operator. She must have
- ergonomic surroundings
- a noiseless display unit
- a clear and easily read presentation of
response possibilities.
Otherwise she will tire quickly with a host of human problems
as a result. A directory assistance system must therefore cater
for such considerations.
As it will appear in the remainder of this description, RC Computer
has done its utmost to meet the goals listed above.
RC Computer can also pride itself with a highly successful installation
at Jutland Telephone Company of a Directory Assistance System
based on the same principles as those described in this proposal.
During the last couple of years this system has been installed
in order to operate within all telephone administrations in Denmark,
thereby offering directory enquiry service covering all subscribers
in the country - a total of approximately 2.5 millions.
In late 1980, Michigan Bell Telephone will install the system
to service 12 million subscribers with 1000 operator positions
connected to it after 1 year of experience with a large pilot
installation, and in Kuwait the system, operating bi-lingually,
will be set into operation during the first months of 1981.
>a2 Description Summary
RC Computer's Directory Assistance (DA) system is a multiparameter system
based on the principles applied in a directory assistance system
which has been in operation at Jutland Telephone, Denmark, since
1976. In Denmark the multiparameter system was chosen and developed
after several years of investigations in a large pilot project.
In short, the reasons for choosing a multiparameter system instead
of the more traditional listings or multifile type of systems
are:
- Complete flexibility in creating search
entries to the system, thereby avoiding any
restrictions in the keying sequence of an
enquiry.
- Entries can be made in any combination of
First Name, Middle Name, Last Name or Family
Name, Street, House Number, Block Number,
Building Name, Flat Name, Area Code District,
P.O. Box Number, Profession and Telephone
Number or any other element available in the
subscriber data.
- Less detailed information about area/locations
is required from the calling party. Problems
of identifying subscribers living on the
borderline between localities can be
eliminated through the area/location search
strategy.
- Integration of synonyms in the search strategy
enables suitable groupings of similar sounding
names, professions and, to a certain degree,
misspellings.
The applied display units and keyboards are
ergonomically designed for the convenience of the
display operator, and incorporate the possibility
for bi-lingual key - and character set.
>ne 7
Automatic features for efficient operator handling
of the keyboard are under software control. Special
keys for fast and convenient operation are supplied
for restricting search operations to
- business
- government
- residential groupings, and
- frequently used listings, e.g. hotels and
diplomatic representations.
The display units for the supervisors are
distinguished from the operator units only by the
login sequence controlled by the system software.
The hardware system applied is designed with
complete redundancy ensuring demands for operational
security can be fulfilled.
The modularity of the computer
system ensures full capability of extensions in-house,
and an intelligent independent network enables optional
connections to remote operator positions and remote computers.
Extensions due to more subscribers are only a matter of
increasing the disk capacity. Such an enlargement of the
subscriber database has no influence on the speed of handling
enquiries and does not require any extensions of the main
computer or the main memory.
Extensions due to added operator positions are connected
via the data network and require no extensions to the disc
capacity.
>a2 System Design Philosophy
>a3 The Enquiry Concept
The system is based on a multiparameter enquiry concept.
Any element from the subscriber data may be used as a
search parameter, and complete flexibility in creating
search entries to the system is provided, thus avoiding
any restriction in the way of keying an enquiry.
For each seach parameter a search file is maintained,
holding search records that refer to a record in the
subscriber database, which is automatically generated
when a subscriber is entered into the system.
All searches are performed on these search files - thus,
the subscriber database is stored only once. For each
parameter value, a list of subscriber entries satisfying
the criterion is compiled. These lists are named candidate
lists and they are intersected to produce the final response
list of the enquiry.
Enquiries may consist of any combination of:
First name, Middle name, Last name or Family
name, Street name, House number, Block number,
Building name, Flat number, Area code, District,
Profession, Subscriber type (business,
residential, or government) or any other element
that may be extracted from the subscriber data.
Hence less detailed and more varied information
concerning the wanted subscriber can be given by
the calling party, and yet still obtain a
successful response, and with only relevant
listings displayed.
>a2 Phonetization, Synonymization, and Acronym handling
In order to get a fast and successful response, it is vital that
the amount of necessary information given by a calling party is
reduced as much as possible and at the same time, most
inaccuracies within this information are taken into account.
The general aim is that a certain number of apparently superfluous
subscriber listings should be displayed rather than relevant
listings omitted.
The system provides the following tools for solving the problems
outlined:
>in 22
>ti-22
Phonetization tables@@- misspelling or different
spellings of names or
streets sounding alike.
>ti-22
Synonymization tables@ - abbreviation for common names,
locations etc. to reduce keystrokes, several occupations
covering the same or related professions (lawyer, solicitor
etc.), nationalities (Iranian, Persian), street names
(e.g. a square forming part of an avenue).
>ti-22
Area/location tables@@- may hold overlapping descriptors,
eliminating the problem of fixed borderlines between localities.
>in-22
>ne 5
Furthermore, the system incorporates facilities for:
1. Acronyms (e.g. TEC for Telecommunications)
by means of additional search entries or
extra listings (several listings for same
telephone number); in the search strategy
no distinction is made between main and
extra listings.
2. Secondary or related listings -
several telephone numbers for same
main user (government administration,
firms etc.), providing links both ways
between main and secondary listings.
>a2 Response Presentation Strategy
The response of an enquiry is presented on one or
more display pages. Each subscriber listing
occupies one or more display lines containing telephone
number, name, profession, and address of the
subscriber in fixed/variable length fields.
If the information of a fixed field exceeds the field
boundary, the information is truncated and appended
a plus sign to indicate that further information
is available.
The actual subscriber information to be displayed
and the size of the fields are defined by system
parameters and may be changed.
The response lines for the total response of an
enquiry are ordered. The ordering depends on the
operator input. However, the operator has the
possibility to provoke the response to be ordered
in another way if wanted.
The maximum number of response lines in respect to one
enquiry is defined by a system parameter and is adjustable
within certain limits.
Together with the display lines holding the subscriber information,
the enquiry typed in by the operator will be presented on each page.
A full subscriber entry with no truncation may be displayed
by entering a telephone number enquiry.
Subscribers classified as "non published" (ex-directory) are
presented without telephone number, though it is possible
for an operator with this special right to reveal an ex-directory
reference number, which later may be used to reveal the telephone
number of the ex-directory listing. The classification of a
subscriber is indicated on the display line.
>a2 Database Maintenance Strategy
The update of the database may be performed overnight and based on
transactions received on a transaction file. The file contains
transactions generated on either another computer system,
an off-line data entry system or the on-line real time
update system working in parallel with the enquiry system.
The update of the subscriber file and the search files is
done by rewriting the files.
All maintenance and update of associated catalogs, tables
and system parameters are performed on-line using the
DA-retrieval terminal.
Real time update is an option available on request.
>a2 System Facilities
>a3 Directory Assistance Facilities
The various facilities of the system are structured as software
modules and can be included or excluded according to the customer's
request.
>a3 Telephone Number Enquiry
Entering a telephone number gives a full display of the relevant
subscriber listing. This type of enquiry is normally used in the
following situations:
1. When information on a subscriber with
a given number is wanted; extra
listings may be accessed, too.
2. When in connection with an enquiry the
DA-operator wants to see the existing
supplementary text, or references to
related listings.
3. When the operator wants to verify a
line in a search response, for example
where the truncation is too drastic.
Another way to perform the telephone number enquiry is by
using the More Info key on the operator retrieval terminal
after having pointed out with the cursor a response line from
search enquiry response.
>a3 Telex Number Enquiry
This facility is used in the same manner as the telephone
number enquiry, using a telex number instead. It is used
when a customer wants the name and address for a given
telex number.
>a3 P.O. Box Number Enquiry
The possibility to retrieve information via the P.O. Box
number is used by entering the number in question. This
type of enquiry displays the same information as the
telephone number enquiry.
>a3 Telex Answer Back Enquiry
The telex answer-back enquiry is used to look up the subscriber
with the indicated telex answer-back text.
>a3 Telegram Address Enquiry
Subscriber information may be retrieved by entering the telegram
address.
>a3 Utility Lists (pages)
For certain types of retrieval, the method of inputting values
for each of a number of parameters is likely to be unsuitable
and the Page-type mode will often be both faster and easier.
This applies in particular to frequently requested numbers,
but can also be useful in other cases.
Some of these lists are displayed by typing a specific function
key, others by selection via a "menu".
Examples of utility lists:
a. hotels
b. taxi
c. embassies
d. cinemas
e. travel agencies
f. hospitals
g. operator instructions.
>a3 Supplementary Text
Supplementary text is extra text information, connected to a
subscriber listing.
This text can be displayed by using the telephone number enquiry
facility. A supplementary text could be "Opening hours : 9 am -
4 pm". There is virtually no upper limit to the number of supplementary text
pages attached to individual subscriber listings.
>a3 Extra Listings
Often subscribers are expected to be listed under other names,
addresses etc. than they actually are e.g. an official company
or institution name differs from the well-known identification
of its product or the well-known acronym of its name.
Similarly, several users of the same telephone number might
exist, and they should all be accessible via the DA system.
These problems are solved by adding extra listings to the main
listing.
Thus the same telephone number may be found through totally
different search entries, because the extra listings are
treated like the main listing by the enquiry process.
On entering a telephone number enquiry, giving the main listing,
all extra listings are available for further investigation by
the DA operator who may page through these.
Additional search information (not displayed in an enquiry
response) may be entered without actually modifying the
subscriber listing. This is done through the on-line update
data entry which contains facilities in this respect.
>a3 Related (secondary) Listings
Subscribers like government administrations or firms often
own a set of telephone numbers, installed in different places
(departments, affiliates etc.) and listed separately. These
secondary listings, the contents of which are independent of
the main listing, are accessible via search or telephone
enquiries like normal listings.
Links in both directions are arranged between the main
listing and its related listings, so if the answer of an
enquiry consists of the main listing (a secondary listing)
only, its related listings (its main listing) will be
accessible as well.
>a2 Other System Facilities
>a3 Intercept
The DA system can be used as a part of an intercept service
for handling calls to changed (or temporarly changed) numbers.
The new telephone number will be displayed after entering
the old number.
>a3 Memo Handling
The DA operator has the possibility to log information about
failures and changes concerning the database experienced through
communication with the caller and the DA system. These memos
are logged on a special memo-file and must be processed by the
maintenance staff before passed on to the update suite.
>a3 Call Transfer
It is possible to transfer the "history" of a call from one
DA position to another. The receiver will normally be a supervisor.
This is used when the operator meets special problems in satisfying
the caller's request.
>a3 Statistics
A continuous logging of various information provides the basis
of statistics. All information concerning a retrieval is logged.
Details are given in section 1.16.1.
>a3 Interface to DA Telephone Circuit
This interface must sample the status of the telephone circuit
at the DA position.
The status information is:
1. headset plugged in
2. call offered
3. call accepted
The status information is used for the following purposes:
1. restriction of display use if no headset
plugged in,
2. statistics,
3. supervisor load survey facility.
The interface must be precisely defined in cooperation with the
DA administration after contract awarding.
>a3 Supervisor Facilities
The following facilities are available for the DA-supervisors:
1. Monitoring of any selected DA position
or operator; after selection of the wanted
DA position (or operator) all input and
output concerning the DA position (or
operator) is displayed on the supervisor's
screen,
2. Access Control for operators and display
units,
3. System load surveillance,
4. Taking over difficult customer requests.
An alarm message will be displayed on the supervisor's screen
if an operator makes a serious error, or does not respond
to certain events.
>a3 Ex-directory Reference Numbers
In the DA system a reference number is generated for an
ex-directory listing on demand from a DA position. Then it
is possible for another pre-defined group of operators to
retrieve the telephone number in response to an entry of
the reference number. Cancellation of reference numbers is
done by the special operators, or automatically after a pre-set
time. Records of all relevant numbers, times and actions are logged.
>a3 System Access Security
Only authorised personnel is able to access the DA system.
Each DA operator must perform a main login for each session
(and after each rest-break). A secret password is allocated
to each operator. The password will not be displayed. The headset
must be plugged in before login is allowed for an inquiry operator;
unplugging of the headset will bring the DA position into a
special state. System reaction on this state is defined by
system parameters.
All access protection mechanisms or search authorizations are
adjustable for groups of DA operators - both by physical positions
and by logical groups.
>a2 System Components
The DA system is based on the principle of decentralised data
processing, where display terminals are linked to central
processing units via a general purpose packet switching
network.
The key to a versatile and flexible system concept is
two-fold, namely:
- Routing of enquiries and responses is done auto-
matically by processes within the data network.
Thus, any terminal can relate to any central
processor.
- Central site configuration is done by applying
modular RC8000 extensions, virtually eliminating
performance limits, increasing system reliability
and avoiding unpleasant price jumps.
Within this concept it is important to realize that data
may always be processed where data is born, and data
may be accessed at the position where it is required,
thereby making the system uniquely adaptable to telephone
administrations who have difficulty organising its
directory assistance service just for the sake of the
introduction of the computerized service.
The Directory Assistance system thus is comprised of a
network of four major systems, namely:
i.@@ Telephone Network/Operator interface
ii.@ Directory Enquiry Centre (DIC)
iii. DA retrieval system
iv.@ DA Database update centre.
RC Computer's DA system caters for items ii through iv.
>ul
>a2 Directory Enquiry Centre (DIC)
The DIC is that part of the DA system where customer's calls
are answered by an operator.
A DIC is comprised of a set of RC853 DA retrieval terminals
driven by a number of RC3502 terminal controllers. As a
minimum, each DIC contains 2 terminal controllers and each
retrieval terminal is connected to two terminal controllers
in order to retain operation in case of component failure.
Each terminal controller is connected to the DA retrieval
system with a data transmission link. The transmission links
go to different front-end processors due to operational
security reasons.
>ul
RC853 - the DA retrieval terminal
The DA retrieval terminal is the RC853 - recently designed
and based on many years of experience with RC Computer's earlier
DA operator's display unit, the model RC810. The RC853
retrieval terminal incorporates the newest microprocessor
technology, ensuring ample processing power, with the finest
of Danish Design. Much attention has been given the ergonomics
and the clarity of presentation.
>ul
Basic Principles
RC853 is designed to accomodate an extreme flexibility - thus
all functional features of the unit are software controlled
within the unit's own microprocessor, programmed in a high
level language.
Highlights of the RC853 retrieval terminal features are listed
in the following:
- Data to and from the display unit are
transmitted synchronously in data blocks.
Thus compression, decompression and screen
formatting are performed entirely by the
display unit.
- Function key operation is handled by the
display unit, thus enabling immediate
response.
- The character dot matrix is composed of 16
* 14 dots, ensuring a high clarity of even
very complex customer designed characters.
RC Computer's development specialists have paid
utmost attention to the convenience of the operator
and proper ergonomics, and this has resulted in
a display unit where
- the stability of the picture is excellent,
thus avoiding a main factor in operator
fatigue. Even frequency variations do not
effect the picture.
- the surface of the CRT is effectively
bonded and etched, eliminating all
reflections. The surroundings of the CRT
are in dark non-reflective material. In
order to meet further demands of
non-reflection, the screen itself may be
tilted, elevated, and turned without
requiring the keyboard to be moved.
- the keyboard is designed to reduce arm,
hand and finger movements to a minimum,
and to offer a convenient hand rest in
order to avoid muscle infiltration and
fatigue.
For further technical details please refer to "The RC853 DA-terminal
- a technical overview".
>ul
The RC853 keyboard
The keyboard is a freely movable unit which may be placed on the
operator table in any position suitable for the individual
operator.
The keyboard layout is specially designed for DA applications,
but can include extra keys for customer convenience. The total
maximum of key positions is 256.
The keyboard is divided into sections with different colouring
of the keys.
The sections are as follows:
Frequently used value keys:
a block of function keys for frequently
used areas, utility lists, names etc.
The number of keys is customer defined.
Parameter keys:
keys designating first name, middle name,
last name, name in general, building name,
street, house number, area, profession,
telephone number, telex number, utility list
number, etc. The number of keys is customer
defined.
Alphabetic keys:
The conventional main keyboard containing
Latin and Cyrillic characters.
Numeric pad:
12 key numeric pad containing digits, minus
sign (-), and plus sign (+).
Special end keys such as:
- MENU
- SUPERVISOR (transfer of call to supervisor)
- LOGOUT
- GOVT (government)
- BUS (business)
- RESID (residential) search
Display control:
Keys concerning the cursor position and
screen control.
Indicators:
Lamps:
- wait (keyboard locked)
- message pending (call transfer, alarm etc.)
- error indication (non-numeric character
entered in numeric field etc.)
- shifted mode
Audio:
- beep (signals a change in indicator lamps)
>ul
>a2 The DA retrieval system
The DA retrieval system performs the actual directory information
retrieval, and provides facilities for data base update
and operator training.
The DA retrieval system is comprised of RC8000 medium sized
computers, connecting to the DIC's via RC3502 front-end
processors. RC8000 disc controllers operate on a direct
memory access scheme, ensuring overlapping operation of
central processing unit bound processes and disc operations.
>ul
RC8000 Hardware characteristics
The RC8000 central processing unit has an addressing space
of up to 4 Million words, each comprised of 24 bits. Average
instruction time is approximately 1.5 micro second.
Memory is based on semi-conductor technology with an access
speed of 550 nano seconds and memory cycle time of 660 nano
seconds.
The RC8000 computer interfaces to the data transport network
via a high speed transmission connection with a nominal
transmission of 200 K bytes per second.
>ul
The Dual system concept
One RC8000 computer can handle a large amount of enquiries.
However, due to strict requirements for 7-days-a-week,
24-hours-a-day operation the system is doubled. The second
system is not just hot or cold stand-by, but shares the load
with the other RC8000. The system thus avoids the problems
of a stand-by system that turns out to be defect when
put into operation, and furthermore adds ample processing
power to the system.
>ul
RC8000 Software
RC8000 basic software accomodates multiprocessing facilities
enabling the treatment of an enquiry to be divided into
operations processed in parallel.
The operations are:
- input process:
Receiving an enquiry and determing
whether a search is necessary - for
instance a telephone number enquiry need
not be handled by the search process.
- search process:
Accessing the search files, providing
logical addresses to the subscriber
records.
- lookup process:
Accessing the subscriber database.
- output process:
Logging for statistics and transmitting
subscriber data to the retrieval terminal,
whose identification has been preserved
during the preceding processes.
- update data entry process:
validating and executing entered update
transactions.
The process concept of the RC8000 ensures overlap
operation of several enquiries, and full CPU
utilisation during disc head movements, thereby
providing maximum efficiency of enquiry handling.
>ul
DA data base update centre
The DA database update centre is that part of the DA system
where subscriber table and other updates are performed.
Usually, the DA database update centre is integrated into
existing DIC's and DA retrieval systems. However, if required
by the DA administration, the update centres can be located
totally separate from the other subsystems.
>ul
The Data packet switch network
RC Computer's generalised data packet switch network is used in
the DA system to connect the DIC's to the DA retrieval systems.
The RC3502 processor is specially developed for the
telecommunication applications and comprises the hardware of the
data network, containing software for the actual data transmission
and the interface modules.
The packet switch network complies to the CCITT X.25 network
specifications.
>a2 System Operation
This section details the characteristics of the DA system
proposed by RC Computer, and provides a description of how
each system requirement outlined in this section is achieved.
The DA system consists of a network of four major systems,
namely:
i.@@Telephone Network/Operator Interface
ii.@Directory Enquiry Centre
iii.DAS retrieval System
iv.@DAS Data Base Update Centre
Item i. is not contained in the proposal by RC Computer.
>a2 Directory Enquiry
The Directory Enquiry Centre is that part of the DA system
where customer's calls are answered by an operator. This part
of the DA system is hereafter referred to as DIC.
Retrieval of directory information is done by the operator
via a Retrieval Terminal.
All Retrieval Terminals in every DIC have the possibility to
retrieve numbers contained in all Telephone Directories
available for the DA system.
>a3 Operating Positions
The operating positions in DA system using a Retrieval Terminal
are:
i. Operator Positions
These are the positions at which customer's calls
answered and number enquiry retrievals performed.
ii. Supervisor Positions
The following facilities are available from a
supervisor position:
- monitor Operator Positions
- accept calls transferred from Operator
positions
- perform interactive update of the DAS
database
- output Operator performance reports
iii. Performance Assessment Positions
These positions have the facility to monitor
Operator Positions for the purpose of accessing
operator performance and to obtain statistical
reports on Operator performance. In OTE's termino-
logy, a performance Assessment Position is a Room
Supervisor position. A general supervisor is thus
a position similar to a performance assessment
position, covering several rooms.
iv. Training Positions
These positions are provided with Retrieval Terminals as
provided at Operator's and Supervisor's Positions but
have access to training facilities as well as retrieval
facilities available to Operator and Supervisor Positions
respectively.
A Supervisor Position is allocated a group of Operator Positions for
the performance of supervisory functions. The number of Operator
Positions permitted to be allocated to one Supervisor Position is
adjustable without limit. Any Operator position in a DIC can be
allocated to any supervisor.
>a3 Retrieval Terminal
Retrieval Terminals provide the man-machine interface at DIC's
with the DA system.
The Retrieval Terminal comprises an alpha-numeric keyboard
and a visual display terminal. The following functions are
available at the Retrieval Terminals:
i. Commencement of Work Shift (login)
At commencement of a work shift an operator must perform the
login procedure by plugging the operator headset plug into
the position's headset jack and entering on the Retrieval Terminal
the operator password. If a valid password is entered the Retrieval
Terminal indicates that operator validation is successful and the
operator is given access to retrieval from the directory assistance
database.
If an invalid password is entered access to the database is
denied to the operator until a valid password is entered.
The entry of an invalid password is acknowledged by the
Retrieval Terminal by an error message displayed to the operator
and if repeated also to the supervisor.
ii. Termination of Work Shift (logout)
The Retrieval Terminal and the DAS Retrieval System enable
an operator to terminate the work shift of a position by
unplugging the operator headset from the position's headset
jack. This action denies the Retrieval Terminal access to retrieval
from the directory assistance database until successful re-operation
of the login procedure.
Entrance of a password with a special authorisation permits
retrieval activity without the plugged in headset.
iii. Search of Listings
Upon receipt of search information entered by an operator via
a Retrieval Terminal the DAS Retrieval System performs a search
for matching entries in the database. The retrieved listings
are displayed to the operator making the search on the position's
Retrieval Terminal.
iv. Training Facilities
Retrieval Terminals to be used for training of Operators and
Supervisors are provided. These terminals are provided with
access to a special database which is established specifically
to facilitate training of operators in directory assistance
information retrieval and supervisors in supervisory functions
and interactive update of the DAS Data Base.
Terminals not autorised to be used as training positions are not
permitted access to the database used for training purposes.
Terminals normally used in Operator and Supervisor Positions
at DIC's are able to gain access to the training database by
entrance of a special password at login time which authorises
use of the terminal as a training position.
The supervisor training terminal is able to display operator
performance reports relating to trainees.
>a3 Authorisation Codes
i. Retrieval Terminals requires an appropriate authorisation code,
hereafter referred to as password, to be entered in the login
procedure before access to retrieval facilities is made available.
The password defines to the DA system the facilities available
to the position.
ii. The terminals used at the DIC for interactive update of the
DA Data Base requires the entry of a password in the login
procedure before access to the update facility is provided
to these terminals.
iii. Retrieval Terminals used for training purposes gain access
to training facilities by entrance of a special password at login
time.
iv. Retrieval Terminals provide access to the facilities available
to all types of operating positions after entrance of a special
password at login time.
v. The terminal used for displaying/requesting hardcopy output
of system performance reports requires entrance of a special
password at login time.
vi. Access to unlisted numbers is made available at Supervisor
and DA Data Base Update Terminals by entrance of a special
password at login time.
>a3 Position Monitoring
Retrieval Terminals on Supervisor and Performance Assessment
Positions are able to monitor-display in parallel with any display
occuring on a Retrieval Terminal on a selected Operator Position.
Retrieval Terminals performing visual monitoring are able to be
used to select positions to be monitored.
>a3 Statistics Display
Retrieval Terminals at Supervisor Positions are able to
display on the visual display unit Operator performance
statistics, as specified in clause 8.n of OTE technical
specifications.
A special password is required at login time.
>a3 Hardcopy Statistics Output
A hardcopy output device at each DIC is able to output
statistics as specified in clause 8.n of OTE technical
specifications.
A special password at login time is required before
request for output of statistics is allowed.
>a3 On-line Data Base Update
Retrieval Terminals at Supervisor Positions may be used
for on-line update of the DA Data Base after entrance
of a special password at login time.
>a2 Da Retrieval System
The DA Retrieval System is configured such as to enable
directory information retrieval and data base update
facilities to be provided to DIC's (including Training
Centres) and DA Data Base Update Centres.
The DA Data Base will be generated and maintained in
accordance with procedures defined in negotiations
with OTE.
>a3 Listings Search
The operator's procedure in retrieving desired listings
from the DA Data Base minimises:
i.@@@The number of operator key strokes.
ii.@@The time taken for retrieval of desired
listings.
iii.@The number of displayed listings which match
the keyed input information.
Retrieval Terminals enable operators to enter information
to retrieve the following categories of directory information:
i.@@@Residential Subscriber's telephone numbers.
ii.@@Business Subscribers' telephone numbers.
iii.@Government Subscribers' telephone numbers.
iv.@@Frequently Called Number Lists and Special
Lists.
Directory Information Retrieval Criteria - Residential,
Business and Government Subscribers.
a. Telephone Numbers
The DA Retrieval System enables an operator to retrieve
directory listings of Residential, Business and Government
subscribers via a Retrieval Terminal by entering information
on one or more elements (e.g. name, address or profession) of
subscriber data.
The DA Retreival System provides the operators with the
following facilities when retrieving desired listings:
i. search for directory information via the retrieval
terminal regardless of the degree of certainty of name
spelling.
ii. retrieval of a sub-listing of multi-line listings by entry
of information on the sub-listing of the main listing.
iii. the option to retrieve by general locality rather than
specific locality name.
iv. enable operators to omit common words in the input.
b. Frequently Called Number Lists and Special Lists
The DA Retrieval System enables an operator to retrieve
listings of frequently called numbers or other specially
compiled numbers by entry of an abbrieviated coding sequence
or a list number.
>a3 Directory Area Selection
The DA Retrieval System enables an operator in any DIC in
Greece to retrieve via a Retrieval Terminal any telephone
number listing relating to any geographical location in
Greece.
In addition to entry of enquiry parameters the
DA Retrieval System enables the operator to enter on the Retrieval
Terminal a definition of the Directory Area in which the requested
number is located.
Directory area can be defined to the following levels:
i.@@City in which DIC is located
ii.@Remainder of Greece
Level i. will not require any special action by the operator,
i.e. this level will be a default function.
Selection of level ii. is done by depression of one single
key appropriate to each area.
The Directory Areas may be defined according to OTE specifications.
>a3 Unlisted Numbers
The DA Retrieval System permits Supervisors and Data Base
Update terminals to retrieve listings of telephone numbers which
are not published in the telephone directory (i.e. ex-directory numbers). This display includes
complete name, address, and telephone number information.
All other terminals used in the DA system are only able to display
the listing excluding telephone number. These terminals display
a substitute message for the telephone number to indicate
to the operator that the number is an unlisted number.
Access to unlisted numbers at Supervisor Performance Assessment
terminals is only available on entry of a special password at
login time.
>a3 Input Format
Operators must enter input via the Retrieval Terminal into fields
of input designating the type of the field (e.g. name) by depressing
a parameter key before entering the parameter value.
The DA system does not require that all fields should be defined
and operators may omit definition of a field or fields as desired.
The input sequence is free, which gives the operator the possibility
to input the information in the same sequence as she hears it from
the customer. She may also continue typing while
the DA system is performing a search. This facility considerably
lowers the operator AWT.
>a3 Enquiry Parameters
The DA system does not require operators to input full words
into fields in order to retrieve listings. The Retrieval
Terminal enables operators to input information into fields
in a truncated form which conveys sufficient information to
the DA system to enable retrieval of desired listings.
The enquiry parameters are structured on initial characters
of words in fields of variable length and the total character
entry is distributed over one field per parameter type. The number
of characters which have to be entered into fields may be defined, for
each parameter type, by OTE. If synonymization/phonetization is
wanted on a parameter type the number of characters to input
is fixed for that specific parameter type. However, if synonymization/phonetization
is not wanted, the number of characters to input
may be chosen by the operator, at key entry, limited within
the range of 1 to a maximum number of characters. This maximum
may be defined by OTE.
>a3 Input Edit
Operators may amend or add to entered information at any
stage of the retrieval process. This enables operators
to:
i. Correct input errors or amend input
information prior to completion of input.
ii. Amend input information following retrieval
of listings and initiate a new retrieval without
re-entering unamended input.
iii. To input further information while the search
is being performed.
>a3 Input Display
The information input by the operator is displayed on the
position's Retrieval Terminal. The display format facilitates
operator checking of input information to enable edit of input
information.
The information input by operators is displayed on the first
line of the screen.
>a3 Listing Output
Listings output take the form of a display on the position's
retrieval terminal in response to search inputs by the operator.
If an entry that matches input information cannot be found
by the DAS Retrieval System in the DA Data Base then an indication
that no matching entry can be retrieved is displayed to the operator
making the search.
>a3 Output Formats
The DA system provides flexibility to OTE in specification
of output formats to be displayed in retrieval terminals for the
various categories of directory information described in clause
1.12.1. Listings displayed to the operator contain all of that
information related to the retrieved listings appearing in the
published alphabetical directory as well as the Area Code prefix.
However, to meet these requirements, RC Computer requires that all
the information which should be displayed to the operator is
available on the magnetic tapes received at the update centre
or entered via the update terminals.
>a3 Quantity of Output
The listings output displayed are only those listings in the
DA Data Base which match input information entered by the
operator or phonetically match the input information or
synonym thereof or those resulting from automatic default
options.
>a3 Scanning of Listings Output
The Retrieval Terminal enables operators to scan forward
and backward on retrieved listings where output is greater
than the number of listings which can be accomodated on
one screen of the visual display terminal. If the amount
of output exceeds one screen full of information, an indication
is provided on the Retrieval Terminal of the number of listings
which match the input information.
The operator may page forward and backward through a response
which consists of more pages (screen fulls). She may also page
backwards through previous responses.
>a3 Telephone Number Display
In all cases of listings retrieved, where a telephone number is
displayed, the displayed number includes the Area Code Prefix.
>a2 DA Data Base Update Centre
The DA Data Base Update Centre is that part of the DA system
where functions as specified in clause 1.13.1 for the update of
the database in the DA Retrieval System are performed. The
update centre can either be a separate system or integrated
in the DA Retrieval System.
>a3 Modes of Update
Following modes of update can be performed from the DA Data
Base Update Centre:
i. Batch Mode
A batch update of the data base can be performed at least
once per day and incorporates the bulk of directory update
transactions occurring since the previous batch update. The
time used for at batch update depends highly on the number
of listings in the database. The time used to update a data
base containing 1 Million listings is approximately 2.5 hours.
A DA Data Base Update Centre contains magnetic tape drive
facilities and a communication link to the DA Retrieval System.
ii. On-line Mode
The on-line method of update employs interactive database
update terminals and the facility is available to update
any category of listing in the database and at any time
during system operation excluding the batch update period.
>a3 Data Base Access
An Update Centre is restricted to update only those portions
of the DA Data Base as specified by the DA administration.
>a3 Authorisation Codes
On-line update terminals require an appropriate password
(Authorisation Code) before access to update facilities is
made available.
>a3 Training
On-line update terminals can be used for training of update
operators. Upon entry of a special password the terminals
are provided with access to a special database which will be
established specifically to facilitate training of operators
in interactive update of DA Data Base.
>a2 Performance Objectives
>a3 Retrieval
The configuration of the DA system and the design of operating
procedures satisfies the following performance objectives:
i. Operator keying time
Operator input keying procedures on the Retrieval
terminal (refer to clause 1.12.6) secure a very low
level of the average number of key strokes per enquiry.
Figures from a running DA system in Denmark based upon
the same principles as the system described herein
1 are 5.5 as average number of key strokes per enquiry
transaction.
ii. System Response Time
System Response Time is defined as the time taken by the DA
Retrieval System and the Retrieval Terminal following the complete
sending by the operator of all necessary information to completion
of display of the desired listing or one screen full of listings
on the Retrieval Terminal. The time measured is the interval
between the last key depression in the input to the last character
of the first screen of listings output. System Response Time
does not include
Propagation and Message Switching delays.
iii. Subsequent Searches
The operating procedures are designed such as to minimize
subsequent searches with revised input parameters following
an initial search.
>a3 Availability
The DA system provides a high level of service availability
to terminals at DIC's and DA Data Base Update Centres. The
major function of the DA system is provision of retrieval
facilities to DIC's as defined in this proposal.
This major function takes priority over other facilities in the
assignment of system availability.
System Downtime
System Downtime is defined as a period when the facilities
of a DIC is inoperative.
Total System Downtime for any DIC in any year of operation
of the DA system will not exceed 20 hours. This period is
exclusive of failures in components of the DA system
(including data circuits) not covered by this proposal.
>a2 Interface with automatic call distribution system
The DA Retrieval System ought to interface with an automatic
call distribution (ACD) system which functions as the interface
between the telephone network and the DA operators. The interface
between the ACD and the DA Retrieval system must be so that
the collection of the operator Average Work Time and operator
Shift statistics is possible (further details on these statistics
are described in section 1.16).
The DA Retrieval System assumes as a minimum that the ACD
system can provide, on a standardised interface (e.g. CCITT
V.24), information on:
- call connect - i.e. the point in time where the
DA operator receives a call in her headset.
- call disconnect - i.e. the point in time where
the caller or the operator switches off the
call connection.
These two pieces of information provide the
data for the calculation of the operator
Average Work Time (AWT).
- plug-in headset - to register operator arrival.
Actual login is registered and logged within
the DA system logging subsystem.
- plug-out headset - to register operator
inavailability. This information is also
required to perform a logout when the
headset is removed.
The requirements listed above comprise an absolute
minimum of co-operation between the telephone network
and the DA system. However, an integration of ACD
and DA systems with respect to operator convenience
is a great advantage. A main problem with systems such
as directory assistance is the use of two totally
disjunct systems. An illustration of operator problems
is Call Transfer, where it is preferable to transfer
speech as well as video information to the same
supervisor in one keystroke. Call transfer where 2
keys must be operated is very error-prone and can
cause some serious reactions such as voice and vision
images are transported to different supervisors.
An integration of ACD and the DA system opens up for a
series of advantages both with respect to cost and to operator
efficiency. Integration can be performed as follows:
The DA system is connected to the ACD via a standardised
interface (CCITT X.25 level 2) and all operator information
usually presented and received on a separate ACD console is
displayed on the DA retrieval terminal and keyboard functions
are handled by the DA terminal keyboard, extended appropriately.
Advantages obtained by ACD/DA system integration can be summarised
as follows:
* operational efficiency.
- full console integration
- reduced desk space
- reduced operator fatigue
- unified training program
* cost savings.
- simplified ACD manual operator subsystem,
- removal of ACD console.
* improved management.
- ACD provides management information on
telephone traffic.
- ACD statistics are available to the
DA system that in turn uses the in-
formation for a further comprehensive
combined analysis.
* improved support.
- the possibility of a single local supplier
with expertise in ACD systems as well as
DA systems.
- rapid location, diagnosis and correction
* range of configuration options.
- remote operator ACD/DA facility
caters for very small offices
- management statistics are available
for all office sizes.
It is OTE's decision at a later date to choose whatever
integration strategy between the DA system and an ACD
system. However, it is the opinion of RC Computer that
the efficiency and advanced facilities that are available
with the totally integrated solution is far the best
system concept.
>a2 System Performance Report
The DA Retrieval System automatically compiles reports
on the performance of DIC's, the DA Data Base Update
Centre and the DA Retrieval System. Reports can be output
at Supervisor Retrieval Terminals and hard copy printers
in connection with DIC's or the Retrieval System Centre.
Reports are requested by on-line job ordering and may be
output at predetermined times and at locations chosen by
the job ordering person.
By default, reports chosen to be output automatically
will be printed at positions within the sphere of which
the DA system component to be reported is in operation.
However, rerouting or duplication (or, to some extent,
broadcasting) of reports may be ordered by the job ordering
person.
>a3 Performance Reports
Performance reports relating to each component of the DA
Network provide the following statistical information:
Directory Enquiry Centre.
Reports on performance of DIC operation are identifiable
on the following levels:
i.@@@ Combined statistics for all DIC's
in Greece
ii.@@ Combined statistics for each DIC
in Greece
iii.@ Combined statistics for each
supervisory group in each DIC
iv.@@ Statistics identifiable against
individual operators in each DIC.
Reports provide the following information:
i.@@@ Allocation of authorisation codes
and allowable functions
ii.@@ Operator statistics reports containing
the following information:
a. A count of transactions handled by categories
of enquiries as defined in clause 1.12.1 including
miscellaneous calls not requiring search via
the DA Retrieval System. Transaction counts
are classified by initial searches in the
DA Data Base and subsequent searches on the
same customer's call.
b. Transaction counts against each Directory
area searched in the DA Data Base.
c. Operator shift statistics, i.e. a
chronological summary of each operator's
login and logout.
d. Average Work Time (AWT) for each category
as defined in clause 1.2.1 including miscellaneous
calls not requiring a search via the DA Retrieval
System. AWT is defined as the time elapsed between
customer call connect and call disconnect on the
Automatic Call Distribution System.
e. An average time measurement of the following
periods for each category of transactions:
- between call connect and
depression of the first key on the
Retrieval Terminal keyboard.
(Note: this information is
available only if ACD and DA
systems are integrated as
proposed in clause 1.15).
- system response time, i.e. the
duration between depression of the
last key in the search procedure
and the appearance of the last
character of the response on the
Retrieval terminal. Response time
for initial and subsequent searches
are shown.
- operator report time, i.e. the
time between output of the last
search and disconnection of a
customer's call.
f. The average number of searches per call
by category.
DA Data Base Update Centre.
Reports on on-line and batch update activity are available
and may be job ordered for output at the update centre in
question.
Update transactions not performed successfully are reported
with details and can be printed at a relevant printer location
on request or automatically at the convenience of the update
supervisory personnel.
Successfully performed update transactions are logged with
details, and the information may be printed at a relevant
printer location on request.
DA Retrieval System.
Reports for the support of database management, system operation
and maintenance are provided and can be output in hardcopy,
e.g. at the site of the retrieval system.
>a3 Report Intervals and Availability
Reports are available for output at the commencement of each
working day (7 days week) and these reports apply to the previous
day's operation (i.e. period of 0.00 to 23.59).
Reports are available for output from the DA Retrieval System
for a period of 72 hours following report compilation.
Reports relating to DIC performance can present performance
analysis for a 24 hour period broken into 48 half-hour
intervals.
Reports described in clause 1.16.1 are suggested stored on
magnetic tape or disc packs, and accumulation programs providing
summaries of weekly, four-weekly and yearly intervals can be
run against the stored material.
Tolerances.
Reports of operator activity have a precision of +/- 1 % and
can be specified with a resolution down to one hundredth of
a second.
Other reports.
All activities of the DA system are logged appropriately.
Thus, development of reports not requested by OTE may be
negotiated and possible included in a contract.
>a2 Restart after Power Failure
Under power failure conditions transactions will be suspended
and not resumed until power is restored. All software
facilities
to handle this situation are included in the system.
To detect and initiate proper action upon power anomalities,
a mains monitoring device detects the down situation and
generates an external autoload signal which will enable
the system to resume from the point of suspension.
>a2 System Expansion
>a3 Increase in Number of Subscribers
An increase in the number of subscribers is catered for by adding
further disc storage to the DA retrieval system. It should be noted
that the size of the database has no influence on the speed
of the enquiry handling.
>a3 Increase in Number of Enquiries
A dual RC8000 Directory Assistance system can handle 10,000
enquiries per hour, and only during updating or maintenance
of one of the enquiry processors does the capacity drop to
4000 enquiries per hour on a single computer.
The bottleneck of the system with a calculated peak hour
load below 4000 enquiries, is the number of DA operator
positions and the efficiency of the operators. When the
peak hour load of the system closes in on the maximum
capacity of 10,000 enquiries per hour, one should consider
expanding the system with at third, possibly a fourth enquiry
processor.
Three enquiry processors will handle up to 17,000 enquiries
while four can process approximately 25,000 enquiries
per hour.
>a3 Increase in Operator Positions
Even with an intelligent DA system it is expected that some
degree of initiative must be possessed by the operators. An
operator without the aptitude for working with a computer
system might spend 2 minutes or more per enquiry, while
another operator with the necessary ability might complete
the enquiry call within 30 seconds. There is a direct relationship
between the cost reduction in terms of staff and DA positions
on one hand and improved operator efficiency on the other hand.
For each group of 28 DA positions a further RC3502 terminal
controller must be included.
An increase in the number of DA operator positions has no
influence on the speed of enquiry handling.
>a2 Operational Security
Unauthorised access to the system via the Retrieval Terminals
is prevented by the access control procedures, and the database
integrity is ensured by careful and extensive validation during
updates.
The duality of vital system components and the on-line database
guarantees a high degree of operational security, when combined
with the excellent reliability figures given below.
>a3 Overall MTBF
The system MTBF includes the DA retrieval system
whereas the background equipment has been excluded,
because its failure is not considered critical for the main
operation of the system.
Overall MTBF has been estimated to 35400 (hours) and experience
with installed systems give every reason to rely on the estimates.
>a3 Uptime
Uptime per sub-system has been experienced to be:
DA retrieval system incl. discs.......99.2 %
Front end and terminal concentrators..99.8 %
Background Equipment..................99.7 %
The expected downtime of the complete system (i.e. the system
is completely out of action) is 0.011 % which gives an expected uptime
of 99.98 %.
Mean Time To Repair (MTTR) figures for the subsystems have
been estimated to be follows:
DA retrieval system incl. discs........1 hours
Front end and terminal concentrators...1 hours
Background Equipment...................1 hours
Retrieval Terminals..................0.5 hours
These figures are based on the following assumptions:
1. The spare units recommended are
available.
2. The tools and test equipment re-
commended are available.
3. A well-educated technician is
on-site.
4. System and disc fault finding is
done on a unit swopping basis.
>a3 Reduced Configuration
Effects of equipment failures are limited as all vital components
are backed up by a load-sharing equivalent.
A malfunction in one of the RC8000's
or its disk drives or its network connections will,
according to measurements made on similar systems under peak
load conditions, not result in an increased DA response time
if the number of enquiries/hour is less than 4000.
A malfunction in the device controller
and/or its connection to the enquiry processors will not effect
the DA response time. Updating from magnetic tape, however,
cannot take place while there is a failure of one of these
components.
Front end and terminal concentrators hold features
ensuring that the transmission of data will take place as
long as a connection exists between sender and receiver of
the data.
The break-down of one retrieval
terminal has effect on the performance of a maximum of 3 other
retrieval terminals, due to multi drop linking.
>a2 Maintenance tools
>a3 Software Investigation Tools
Specialised programs are provided for handling the retrieval
files. It is possible to examine individual records or sequence
or records for:
a. central memory indices
b. search index files
c. search files
d. lookup enquiry index files
e. subscriber file
f. utility list index files
g. utility lists
h. subscriber file
The programs are able to decompress and interpret fields and
follow pointers from one file to another to retrieve and display
linked information. It is also possible to print/display selected
fields within a record and to extract only those records which
match a specified criterion or set of criteria.
When displaying address pointers, not only the stored form will
be shown, but when this is a displacement or relative address,
the absolute value will be given, too.
In the standard basic software the following utility programs
are included:
- editor the output of this (on disk)
may be directly entered by
operator command to the
compiler.
- copy several programs can copy
(totally/selectively) disc-
resident files to another
disc or magnetic tape or
vice-versa.
- dump/load programs to copy from disc
to disc, tape to tape, disc
to tape or vice-versa.
- debug programs to facilitate the
debugging of programs.
>a3 Hardware Diagnostics
Verification and diagnostics programs are provided for each
unit of the system. These include a self-check program for
the CPU's, a central memory test program and disc unit test
program. Programs for testing display units are also provided.
>a2 Commissioning Performance Test
A special software module, the load generator, is supplied
for the RC853 Retrieval Terminal. This program is controlled
from the keyboard, and has the ability to repeat, with variable
frequency, a set of given enquiries. Similarly, a program is
used to test the offered facilities.
The capacity (througput) of enquiries that the system can handle
without increasing the response time for the individual operator
will be tested through the use of the load generator. The effect
of a peak hour load above promised capacities will be illustrated.
With a given fixed load of enquiries the response time for different
categories of enquiries will be verified. The load generator produces
load and response time averages automatically.
A 72 hour test, during which the configuration will be reduced
and brought back to normal by switching off and on individual
equipment, will demonstrate the brilliant availability of the
system.
Finally, the facilities will all be proved working by the
testing module in the RC853 Retrieval Terminal; besides
during the tests, any enquiry may be entered via other
RC853 Retrieval Terminal.
>a3 DA Staff Training
The successful usage of the DA system relies significantly
on the capability of the DA staff. Therefore, the facilities
available must be made well-known to all relevant personnel
through a carefully designed training program. RC Computer
offers education of instructors for the training of
retrieval terminals operators, and suggests that the future
DA supervisors be selected for this task, forming a user
group during implementation. The user group will also be
strongly involved in the creation of area/location, phonetization
and synonym tables, and it is therefore desirable that the group
has local DA experience.
The preparation of local versions of operating guides, user
oriented system description and documentation is dealt with
by the group as well.
A more detailed description of RC Computer's training program
is given in chapter 3.
>a2 Perspectives
The high technological state of the present DA system facilities
the incorporation of recent and coming developments within
the telephony industry.
If an Automatic Call Distribution (ACD) installation is integrated
with the DA system, call transfer to a DA supervisor include the
actual telephone connection. Furthermore, the supervisor may listen
in parallel during monitoring of an operator.
Any programmable ACD/PBX installation opens up the possibility
of communicating with the caller's local exchange, provided
it is programmable as well. Hence, dialling by the caller of
an obtained reference number for an ex-directory listing may
give the wanted connection. For a normal listing searched
and found, the actual dialling of the number may be omitted
and the connection established by the local exchange, receiving
the wanted number from the DA system.
A voice response unit, holding for each DA operator the recordings
of all digits in her own voice, may take over the call, when
a search results in a single listing, or the listing in question
is pointed out by the operator, thus releasing her for new
enquiries.
The last human link in the DA system may be eliminated
when the callers are supplied with telephones with alphanumeric
push-buttons; the enquiries are typed directly from the
caller's telephone, and the response may take any of the
mentioned forms.
Further development and integration of the DA system
in the state-of-the-art telephony innovations thus permit
the establishment of new services and applications the
scope and consequences of which are limited only by human
imagination.
>a1 DATABASE GENERATION, MAINTENANCE, AND SECURITY
>a2 Database Maintenance
Two modes of update can be performed:
i. Batch Mode
A batch update of the database can be performed at least
once per day and incorporates the bulk of directory update
transactions occurring since the previous batch update.
The time used for a batch update highly depends on the
number of listings in the database. The time used to
update a database containing 1 million listings is approximately
2.5 hours.
ii. On-line Mode
The on-line method of update employs interactive database
update terminals and the facility is available to update
any category of listing in the database and at any time
during system operation excluding the batch update period.
On-line update terminals require a appropriate password
(Authorisation Code) before access to update facilities is
made available.
>a3 Batch Mode
The batch update is performed overnight on one of the four
RC8000s. This ensures no interruption of the normal
information retrieval operation, because the other three
RC8000 have enough capacity to do the retrieval job.
The batch update program suite takes input from a magnetic
tape generated by OTE. The form of the tape should generally
speaking be of the following structure:
- transaction type (i.e. cancellation, transfer,
insertion, change of contents)
- subscriber data in DAS subscriber file
record format.
Another input source is the total number of online subscriber
updates made since the last batch update.
The total amount of update transactions are checked against
the newest version of the master packs. All rejects are filed
and can be manipulated from an on-line update terminal. All legal
transactions are executed by rewriting the resulting data to the
oldest version of the master packs.
Four copies of the master packs are generated ready to be used
by the DA retrieval system.
RC Computer will provide programs for bulk modification of
telephone number ranges. The programs will be an extension
to the batch update program suite. Exact details on their
operation cannot be given at present, as it requires further
analysis, which will be performed after contract awarding.
>a3 On-line Mode
RC Computer can support OTE with programs for on-line real time
update of the database.
From an on-line update terminal it is possible to
- update all kind of subscriber listings and
supplementary information.
The update of subscriber listings will not
be reflected in the search files, i.e. after
cancellation of a subscriber from the subscriber
file it is still possible to find the subscriber
by a search enquiry. The on-line updates will be
reflected in the search files at the next batch
update.
- update special name-lists.
- control the access rights of the operators
and the use of the display units. Each
operator is attached to a group which
are given some access rights. Similarly
each operator position (Retrieval Terminal) is
attached to a position usage group, which
has been given some allowed operation types.
zaqxxx
>a1 kap1
>a1 kap2
>a2 afsnit 1
>np
- maintain system tables for phonetization,
synonymization, and area designations.
The DA database maintenance section of the DA administration receives
input to be dealt with from different sources:
- error report from the batch update.
- memos in the DA system concerning
individual or missing subscriber,
system tables, etc.
- statistics.
- experience from daily DA enquiry
operation.
- general information from external
sources, i.e. individual subscribers,
government offices, etc.
>a2 Database generation
The initial database is loaded from magnetic tapes delivered
by OTE. The task is handled by the batch update program
suite extended with a program that converts the data
from OTE-format to batch update format.
Special name lists and system tables must be created
from an on-line update terminal.
>a2 Database security
RC provides facilities for
- off-line back-up of the database.
It is possible to have 25 versions
of the two master packs. existing systems in operation have
chosen to have 3 versions of master
back-up packs.
- availability of an uncorrupted database.
It is possible to have 25 versions of the
two copy packs. existing systems in operation have chosen to have
1 1/2 version of the copy packs. This
ensures that it is possible quickly
zawxxx
to reestablish the retrieval system
on half of the RC8000 with the next
oldest database, if for some reason
the just created database should be
a bad one.
RC Computer guarantees
- unauthorised access to the database
from an on-line update terminal is impossible.
It is ensured by the use of
authorization codes.
- that the four central databases
are equally updated with the
incoming update transactions from
the on-line update terminals.
>a1 TRAINING
This section describes the training offered by RC Computer.
It is devided into two subsections:
>in5
>sp1
>ti-2
-@training of the OTE DA operators.
>sp1
>ti-2
-@training of the OTE technical personnel.
>in-5
>a2 Training of the OTE DA operators
In order to get a smooth switch from the old manual
system to the new computerized system, RC Computer offers
the construction of a very extensive training program.
>sp2
This subsection includes:
>sp1
>in5
>ti-2
-@the main principles of training of telephone operators,
which RC Computer has derived from experience with earlier installations.
>sp1
>ti-2
-@an estimate of the number of DA operators required
to run the system 24 hours a day.
>sp1
>ti-2
-@a definition of training personnel and qualifications required.
>sp1
>ti-2
-@a preliminary outline of a training program based on the
principles derived and the installation procedures suggested
by OTE (chapter 4.d of C.B. 7312).
>sp1
>ti-2
-@a training scheme based on the estimated number of DA opeartors.
>sp1
>ti-2
-@training fees.
>in-5
>a3 Main principles
>in5
>ti-3
1.@The preparation of the training period and the construction
of initial versions of the training material should be done by a training
team consisting of a training manager, who is an expert on the
new system and a liaison officer, who is an expert on the old
system and the local conditions.
The training team then in turn has to train some DA operators.
These are then included in the training team, and the team makes
revisions and translations of material. It plans in detail the
DA operator training period.
>sp2
>ti-3
2.@In the training period the DA operators of the training
team acts as teachers under supervision of the liaison officer. The
training manager will be attached as adviser and assist the liaison
officer as much as needed.
>sp2
>ti-3
3.@Theoretical training must
>ul
directly
preceed on the job training. This is a fundamental experience of
installations in Denmark.
>in-5
>a4 Comments on principles
A training program based on the above mentioned principles gives
the most optimal training program seen from the users point of
view, since:
>in5
>sp2
>ti-3
1.@The OTE personnel in the training team gets a very extensive
understanding of the operation of the system, while working on
this project. Furthermore they are experts on the old system,
all local conditions, and they are able to communicate in Greek.
Therefore they will become the best teachers possible.
>sp2
>ti-3
2.@The training program and the training material will
correspond exactly to the prerequisites of the DA
operators, since the OTE personnel in the team can supply
the RC training manager with all the informations needed
about the local conditions.
>in-5
>a3 An estimate on number of personnel.
In the following RC Computer presents an estimate on number of DA
operators, group supervisors, room supervisors, general
supervisors and special service operators needed to run the
DA system in a 24 hour a day operation.
>sp2
The estimates are calculated based on extensive experience
with the operation of
the DA system at Jutland Telephone Co. in Denmark. It includes
factors as: treble shift, 4 weeks of vacation, corrections
for illness, peak hour etc.
>sp2
The DA system of Jutland Telephone Co. has been in operation
since 1977, and their experience shows that the manning factor
(i.e. the number of operators per position) should be 2.8
to ensure a 24 hour operation a day.
>sp2
The estimated numbers are shown in the tables on the next
page.
>np
>np
>a3 Training personnel and qualifications.
This is a description of the training personnel
and the qualifications needed.
>a4 The RC training manager
The RC training manager is responsible of the training preparation
and evaluation periods. During the training period in Greece he acts
as adviser to the OTE liaison officer.
He is an expert on the DA system and appointed by RC Computer.
>a4 The OTE liaison officer
The OTE liaison officer is responsible of the training period in
Greece. During the preparation and evaluation periods he acts as
adviser to the RC training manager.
He is an expert on the old manual system and appointed by OTE.
He must be able to supervise and plan the training. He should
possess good teaching qualifications.
>a4 The OTE teachers
The OTE teachers do the actual teaching during the training
period in Greece.
Because the training has to be done in parallel in the different
DIC's (except for Patra DIC), one OTE teacher from each DIC will
be called OTE head of DIC. He is responsible of the training at
his DIC.
The OTE teachers are selected by OTE among the group supervisors.
They must possess good teaching qualifications.
>a3 Outline of a training program
This is an outline of a training program for the training of
the OTE DA personnel.
The outline is constructed in accordance with the above presented
principles and the installation procedures suggested by OTE.
The outline consists of:
>in5
>sp1
>ti-2
-@a training schedule.
>sp1
>ti-2
-@a detailed description according to schedule.
>in-5
>np
>a4 Training schedule
>np
>a4 Detailed description
Prior to the start of the training project the person, who is
going to be appointed as RC training manager, is attached to the software
development project and works out the part of the systems
documentation, that is concerned with the operation of the
system. It will be referred to as the User's manual rev.0.
Persons mentioned in parantheses are the people actually
performing activities.
Installation date defines the day that the initial central
site and the Patras DIC are ready for operation.
STAGE@0:@PREPARATION@PERIOD.
TIME@@@@@@@@@@@@@SUBJECT
>in17
Creation of proposal for phonetic and area tables.
(These are used by the DA system)
Creation of app. 300 model enquiries that cover 90% of
expected enquiries.
(These are going to be used in the training material and
as testing material).
(OTE personnel under supervision of OTE liaison officer).
Construction of general draft for initial training material.
(RC training manager).
>in-17
3 months OTE liaison officer studies the
before User's manual rev.0 and the
installation general draft for initial train-
date ing material. RC training mana-
ger prepares a training program
for training of OTE liaison of-
ficer.
2 months OTE liaison officer arrives in
before Denmark.
installation Training of OTE liaison officer.
date
(RC training manager)
>in17
Construction of User's manual rev. 1. Construction of
inital training material according to model enquiries
and other informations that OTE liaison officer
has brought with him.
>sp0
Detailed planning of initial training of OTE teachers.
(RC training manager and OTE liaison officer).
>in-17
1/2 month INITIAL TRAINING IN DENMARK.
before
installation teachers: RC training manager
date OTE liaison officer
participants: OTE teachers
material: Initial training ma-
terial.
Trial system.
User's manual rev.1.
outcome : Revisions for initi-
al training material.
Input for operator
training material.
Revisons for User's
manual.
Revisions for table
and model enquiries.
Input for system trim-
ming.
Installation OPERATOR TRAINING PREPARATION
date
participants: Training team.
outcome : Operator training ma-
terial. (revision of
initial training ma-
terial and translati-
on into Greek).
User's manual rev. 2
Operators Checkbook.
Detailed operator
training schedule.
>np
STAGE@1:@EXPERIMENTAL@PERIOD@OF@PATRAS
TIME@@@@@@@@@@@@@SUBJECT
2 months CLASSROOM TRAINING (System introduction)
after
installation teachers: OTE liaison officer,
date OTE teachers
participants: Personnel of Patra DIC
material: Operator training material,
Operators checkbook
User's manual rev.2
3 months ON THE JOB TRAINING
after
installation teachers: as above
date
participants: as above
material: Operators checkbook
User's manual rev.2
4 months FULL BLOWN PRODUCTION
after
installation
date
5 months ACCEPTANCE OF PATRAS
after
installation
date
>np
STAGE@2:@EXPERIMENTAL@PERIOD@ALL@OVER@GREECE
TIME@@@@@@@@@@@@@SUBJECT
7 months INITIAL TRAINING IN ATHENS
after
installation teachers: OTE liaison officer,
date OTE teachers
participants: group supervisors
that are going to be
OTE teachers.
material: Operator training material
Operators checkbook
User's manual rev.2
AT EACH DIC:
8 months OPERATOR TRAINING PREPARATION
after
installation participants: OTE head of DIC,
date OTE teachers
9 months CLASS ROOM TRAINING (System introduction)
after
installation teachers: OTE head of DIC
date OTE teachers
participants: Personnel of DIC
material: Operator training material
Operators checkbook
User's manual rev.2
10 months ON THE JOB TRAINING
after
installation teachers and participants as above
date
material: Operators checkbook
User's manual rev.2
11 months FULL BLOWN PRODUCTION ALL OVER GREECE
after
installation
date
12 months ACCEPTANCE ALL OVER GREECE
after
installation
date
STAGE@3:@EVALUATION@PERIOD
TIME@@@@@@@@@@@@@SUBJECT
12 months The RC training manager, the OTE
after liaison officer, the OTE head of
installation DIC's review results of training
date to enable revision and improvement
of training schedule and material
for later use by OTE, when train-
ing starts in phase 2.
12 1/2 months
after
installation
date
>a3 Training scheme
The training scheme shown below is based on the estimated
number of personnel and the following principles:
>in5
>ti-3
1.@A teacher (group supervisor) teaches his own group.
(not achieveable in Patra)
>sp0
>ti-3
2.@Each DIC has at least one teacher, that has been
a member of the training team.
>in-5
These principles are nessesary to get a smooth shift
between the two systems.
>a4 Denmark
teachers@:@RC training manager
OTE liaison officer
pupils@@@:@@6 group supervisors from Athens
@@2 group supervisors from Thessaloniki
@@2 group supervisors from Patra
@@4 group supervisors from other DIC's
(one from each)
total@@@@:@14 OTE teachers
pupils/teacher ratio: 7.00
>a4 Patras DIC
teachers@:@14 OTE teachers
pupils@@@:@73 operators
7 group supervisors
3 general supervisors
total@@@@:@83
pupils/teacher ratio: 5.93
>a4 Athens (initial training)
teachers@:@12 OTE teachers
(2 left in Patra)
pupils@@@:@53 from Athens
12 from Thessaloniki
5 from Larissa
2 from Kavala
5 from Tripolis
2 from Heraklion
total@@@@:@79 OTE teachers
pupils/teacher ratio: 6.58
>a4 Athens DIC
teachers@:@59 OTE teachers
pupils@@@:583 operators
6 room supervisors
3 general supervisors
3 special service operators
total@@@@:595
pupils/teacher ratio: 10.08
>a4 Thessaloniki DIC
teachers@:@14 OTE teachers
pupils@@@:149 operators
3 general supervisors
total@@@@:152
pupils/teacher ratio: 10.86
>a4 Larissa DIC
teachers@:@@6 OTE teachers
pupils@@@:@59 operators
3 general supervisors
total@@@@:@62
pupils/teacher ratio: 10.33
>a4 Kavala DIC
teachers@:@@3 OTE teachers
pupils@@@:@31 operators
3 general supervisors
total@@@@:@34
pupils/teacher ratio: 11.33
>a4 Tripolis DIC
teachers@:@@6 OTE teachers
pupils@@@:@45 operators
3 general supervisors
total@@@@:@48
pupils/teacher ratio: 8.00
>a4 Heraklion DIC
teachers@:@@3 OTE teachers
pupils@@@:@34 operators
3 general supervisors
total@@@@:@37
pupils/teacher ratio: 12.33
>a3 Training fees
The training fees are calculated according to the following formula:
F = Vt * M + 348.200 (Dkr.)
where
>in5
>ti-5
Vt@=@the time used by RC training manager in advising
during the training period measured in months.
>ti-5
M@=@the monthly manrate for the service of a training
manager. It is presently 54.000 Dkr.
>in-5
The amount 348.200 Dkr. is a fixed price for the work
done by the RC training manager during the preparation
and evaluation periods.
>a4 Estimation of training fees
The training program has as one of its aims to minimize
the need for assistance from the RC Computer during the
training period, and thereby the costs for OTE for
training of DA personnel. However, during the
whole period of training in Greece, the RC training
manager will be able to advise whenever needed or wanted.
When estimating the fees for the training period
experience shows, that a good estimate on time needed
for advising is one week per month.
Since the training period lasts 8 months,
(stage 1: 3 months stage 2: 5 months) this will give 8 weeks
used by RC training manager in advising or 2 months.
Therefore a good estimate of the training fees is:
F = 2 * 54.000 + 348.200 = 456.200 Dkr.
It should be noted that the travelling, accomodation and
subsistence costs for the OTE liaison officer and the OTE
teachers of the training team are not included in the
above calculated price.
>a2 Training of the OTE technical personnel
RC Computer hereby states to be willing to train the
OTE technical personnel.
Below RC Computer advises the requested informations of chapter 4.f of
C.B. 7312. The informations are given per category.
>a3 Number of required personnel
>a4 Operators
The operators operate the central site computers. RC Computer advises
4 operators, since 3 is needed to operate the computer 24
hours a day, and 1 is needed to substitute for illness,
days off, holidays etc.
>a4 Software programmers
RC Computer offers the service of 2 software programmers
in the 6 months of installation period as stated in
chapter 10. RC Computer advises that OTE has 4 software programmers
employed for the purpose of maintenance of the software.
>a4 Hardware engineers
RC Computer offers the service of 2 hardware engineers
for the 6 months of installation period as stated in
chapter 10. RC Computer advises that OTE has 4 hardware engineers
employed for the purpose of maintenance of the hardware.
>ne5
>a3 Trainees qualification level
>a4 Operators
The operators should have a general knowledge of the
concepts of edp. It would be an advantage if they have
some experience in operating a computer system.
>a4 Software programmers
The software programmers must have at least 1 year
experience in programming a high level language.
>a4 Hardware engineers
The hardware engineers must have an engineers degree
with computer electronics as their expertise.
>a3 Training program
RC Computer will advise a training program consisting of
two parts for each category:
>in5
>ti-3
a.@Theoretical training according to standard courses
from our education centre.
>ti-3
b.@Practical on the job training during the experimental
period of Patra.
>in-5
The theoretical training can take place at our education
centre in Copenhagen or if wanted in Greece.
The theoretical courses are given twice a year at our
education centre.
>a4 Operators
The theoretical training program offered by RC Computer
is:
>in5
>ti-3
1.@Operating the RC8000 Computer.
>ti-3
2.@The RC8000 operating system "S".
>in-5
These courses give the operators the needed theoretical
background for operating the central site RC8000 computer
system.
During the practical on the job training the operators will
be assigned to our experts and follow them in their work and
then gradually take over the job under supervision of the experts.
>a4 Software programmers
The 4 OTE software programmers should be divided into two
groups. One group with responsibility of the RC8000 central
site software (ALGOL programs) and one group with responsibility of the
RC3502 front end/remote end software (PASCAL80 programs).
The groups should consist of two persons each.
The theoretical training program offered by RC Computer is:
Group I : RC8000 software
>in5
>ti-3
1.@The RC8000 fileprocessor (used for running
ALGOL programs)
>ti-3
2.@ALGOL programming a.
>ti-3
3.@ALGOL programming a - job training.
>ti-3
4.@ALGOL programming b.
>ti-3
5.@ALGOL programming b - job training.
>in-5
Group II : RC3502 Software
>in5
>ti-3
1.@Programming the RC3502 front end/remote end processor.
>ti-3
2.@PASCAL80 programming a.
>ti-3
3.@PASCAL80 programming a - job training.
>ti-3
4.@PASCAL80 programming b.
>ti-3
5.@PASCAL80 programming b - job training.
>in-5
This training program gives the theoretical background for
maintaining the software of the DA system.
During the practical on the job training the OTE programmers
are assigned to the RC programmers and follow them in their
work and then gradually take over the job under supervision
of the RC programmers.
>a4 Hardware engineers
The OTE hardware engineers should be divided into
two groups. One group being responsible for the
RC3600 front end and the RC3502 front end/remote
end hardware and one group being responsible of
the RC8000 hardware. Each group should consist of
two persons.
The theoretical training program offered by RC Computer is:
Group I : RC3600/RC3500 hardware
>in5
>ti-3
1.@RC3600 System (introduction).
>ti-3
2.@RC3600 Central processor.
>ti-3
3.@RC3600 Inter processor channel.
>ti-3
4.@RC3600 Peripheral devices.
>ti-3
5.@RC3502 System (introduction)
>ti-3
6.@RC3502 Central processor.
>ti-3
7.@RC3502 Communications.
>ti-3
8.@RC853 Display terminal.
>in-5
Group II : RC8000 hardware.
>in5
>ti-3
1.@RC3600 System (introduction)
>ti-3
2.@RC8000 System 1 (introduction)
>ti-3
3.@RC8000 Central processor
>ti-3
4.@RC8000 Memory
>ti-3
5.@RC8000 Front end Processor Adapter
>ti-3
6.@RC8000 Disc unit
>ti-3
7.@RC8000 System 2
>in-5
These courses give the theoretical background for
maintaining the hardware of the DA system.
During the practical on the job training the OTE
hardware engineers are assigned to the RC hardware
engineers and follow them in their work and then
gradually take over the job under supervision of
the RC hardware engineers.
>a3 Duration of training.
>a4 Operators
Theoretical:@@2@week
>sp0
Practical@@:@@3@months
>a4 Software programmers
Theoretical:@@5@weeks (group I)
6 weeks (group II)
>sp0
Practical@@:@@3@months
>a4 Hardware engineers
Theoretical:@@3.5@months (group I)
3@@@months (group II)
>sp0
Practical@@:@@3@months
>a3 Training fees
The practical on the job training is free for all categories.
Below are listed the fees for theoretical training. Two prices
are given. The price for courses given in Denmark and the price
for courses given in Greece.
The price for courses given in Denmark does not include
travelling, accomodation and subsistence costs for the
OTE personnel.
>a4 Operators
In Denmark:@24.000 Dkr. In Greece:@@@46.500 Dkr.
>a4 Software programmers
In Denmark:@@@@@@@@@@@@@In Greece:
>sp0
Group@I@@@:@@24.000@Dkr.@@@@@@@@@@@@@@158.800@Dkr.
>sp0
Group@II@@:@@26.000@Dkr.@@@@@@@@@@@@@@183.000@Dkr.
>a4 Hardware engineers
In Denmark:@@@@@@@@@@@@@In Greece:
>sp0
Group@I@@@:@@81.200@Dkr.@@@@@@@@@@@@@@558.400@Dkr.
>sp0
Group@II@@:@@63.000@Dkr.@@@@@@@@@@@@@@450.300@Dkr.
>a4 Total fees
In Denmark:@218.200 Dkr.@In Greece:@1.397.000 Dkr.
>a1 MAINTENANCE AND SOFTWARE SUPPORT
>a2 General
To provide maintenance and software support for the DA system in such a way
that the performance objectives, system facilities, and traffic handling
capabilities as specified in the schedule are achieved a support organization
within Greece must be established.
This chapter will describe a proposal to the structure of the organization,
the main tasks performed, the types of components to handle and the
relationships to the customer i.e. OTE and to the manufacturer i.e. RC
Computer. It is asumed that before final decisions about such serious topics
negotiations
have taken place to bring into agreement the demand of the customer and the
abilities of the supplier.
It is thus the intention of this chapter to point out topics of major concern
to be further negotiated and to state the information available
at the present level of knowledge of the system.
As seen, the description does not assume that any specific party is
running the organization. That decision is left to the customer entirely.
>a2 Maintenance and Support Organization
The organization established will due to various types of support and
maintenance requested for in the schedule carry out the tasks further
described in section 4.3.
It is proposed that the technical organization is established as a central
office close to the main installation at OTE in Athens.
>a3 Management and Responsibilities
It is the responsibility of the manager of the technical organization
(Service Manager) to maintain an operational relationship to the customer and
the manufacturer as well
as
potential suppliers of relevant spare parts.
The Service Manager is the main responsible person to OTE. This person
shall take care of all negotiations concerning maintenance charges, rate
regulations and methods, criteria and intervals for re-negotiations af above
mentioned topics.
At the same time the Service Manager will negotiate agreements on the supply
of spare parts and agreements concerning availability of technical
expertise
outside Greece.
>a3 Technical Staff
At the central installations site in Athens the technical organization
is established.
Maintenance at the central installation and the DIC in Athens thus
can be carried out almost immediately.
The DICs outside Athens are served by on-call service.
By centralizing the technical staff and the sufficient store of
spare parts that necessarily must be at the technicians' immediate
reach, the need for stocking as well as for service technicians
is minimized.
As well as easing the organizing of educational program the
centralized body minimizes the task of coordinating the work
of the technical organization.
Due to the concept of total system duality even in the smallest
of the remote DICs, the capacity at these never will drop below
50% in case of fault on one of the remote concentrators.
Experience from other installations shows that even in cases
where teleadministrations require 24 hours service it is normally
sufficient to run the daily maintenance on a two shift basis
from 8 a.m. to 4 p.m. and 4 p.m. to 10 p.m. Faults occurring
during the night will in most cases be permissible to repair
the following morning.
The results of these experiences combined with the
mentioned total
duality principle and the inherent reliability of the
the
proposed equipment implies the success of this central site
model for the technical staff.
The necessary number of maintenance engineers is estimated
to 10 and per each extra 60 RC853 Retrieval Terminals one extra engineer
should be employed.
In addition to the maintenance engineers a central staff
should be employed to carry out administrative tasks and
run the central repair facility that carry out the proper
repairs.
Below are listed the major areas of responsibilities and tasks
to be carried out by the service manager and his central staff:
- co-ordinate the work of the organization
- train the maintenance engineers
- negotiate on regular basis maintenance charges with
OTE
- take care of general relations to OTE
- take care of relations to RC Computer
- establish maintenance policy
- establish spare parts policy
- run repair facilities
- run spare parts store
- control distribution of changes to software and hardware
- take care of reporting
- work out fault statistics
The description of internal organisation of the central staff is
beyond the scope of this proposal.
The personnel required to carry out the above mentioned duties
is estimated to:
- one service manager
- two maintenance engineers
- two clerks
It is emphasized that this amount of personnel is in addition
to the personnel required for normal on-site tasks.
>a2 Main Tasks
The main tasks performed by the maintenance organization may
be divided into five categories.
These categories are:
- preventive maintenance
- corrective maintenance
- repair
- replacement
- refurbishing
The first category has the purpose as the name indicates to
minimize the fault-frequency whereas the remaining four categories
describe the actions taken when faults have been reported.
In the following a description in a little more detail is given
for each category.
>a3 Preventive Maintenance
The purpose of preventive maintenance is to a reasonable extent
preventing faults from occurring.
When observing MTBF figures for data-processing systems it is
experienced that the kinds of equipment containing moving
parts are much more prone to faults than equipment only
containing non-movable components. Common experience tells
that without preventive maintenance for equipment containing
moving parts they will show MTBF figures up to an order of
magnitude less the others.
It is the experience of RC Computer that performing a preventive
maintenance program for the type of equipment mentioned the
MTBF figures tend to reach equal levels.
The program comprises activities such as:
- adjusting
- cleaning
- lubricating
- observing
- replacing
As the number of different types of equipment is rather limited
and the effect considerable it is strongly recommended to adopt
a scheme of preventive maintenance as shown on fig. 4.1.
To assist in the preventive maintenance the variety of test
programs for peripheral equipment developed by RC Computer is
available and may be incorporated when detailed preventive
maintenance schemes are worked out.
>np
>fg
>np
zamxxx
>a1 kap3
>a1 kap4
>a2 1
>a2 2
>a2 3
>a2 4
>a3 1
>a3 Corrective Maintenance
This activity comprises the introduction of corrections to
both hardware and software systems.
Software corrections will include introduction of new versions
or releases, corrections of faults or inexpediencies, and
optimizations.
Hardware corrections will be exchange of weak components,
correction of design faults (i.e. field changes orders), and
general improvements.
The time of introduction for these corrections will be on demand,
in case of faults or in connection with preventive maintenance
or other maintenance activity.
>a3 Repair
This activity comprises the exchange of faulty components of
sub-assemblies exchanged in faulty systems.
It is assumed that all repair activities take place at the
central repair facilities. The reason for that attitude
is that it is the best solution from both a technical and
economical point of view.
For that reason it is only necessary to stock spare parts on
component level at one particular place.
>a3 Replacement
This form of correction is the preferred and recommended way
of correcting faulty systems. It has the two advantages of
preserving low down-time and it imposes modest demands on the
on-called engineer.
Prerequisites to this technique is a well assorted amount
of spare parts i.e. sub-assemblies at the system location
to enable the maintenance engineer to keep the system running
on optimal capability and, if this is impossible, at least with
only
reduced performance over a period of time.
Replaced sub-assemblies are shipped to central repair-facilities
for repair.
>a3 Refurbishing
As the expected operational life of the system is 12 years some
of the system components will most likely considerably contribute
to the degradation of the systems performance if they are not
exposed to refurbishing in addition to the regular preventive
maintenance.
Refurbishing may be carried in two ways:
- forced refurbishing by exceeding a
predetermined time limit
- refurbishing in connection with reaction
to the first reported fault after the
time limit has been exceeded
The units which should be exposed to refurbarehing are:
- printers
- magnetic tape stations
- disc drives
- display terminals
For magnetic stations and disc drives the expected time for
refurbishing will probably be around 5 years after expiration
of the warranty period depending on operational hours expired.
For printers and display terminals the point of refurbishing
is much less predictable as the wear depends of the use of
the equipment and also the way of using it. This means for
example concerning the printers that positions to the left
on the paper normally are used much more extensively than the
remaining positions.
>a2 Spare Parts
As mentioned previously it is recommended that the technical
staff is centralized in Athens.
To carry out the expected duties the on-called engineer
shall carry with him to a variety of spare parts which
enables him to correct by replacement the occurring
faults.
>a3 Sub-assemblies
Under the assumption that repair will only take place at one
central location and that the way of correcting on-site
is by replacing faulty sub-assemblies the engineer must
carry with him a set of sub-assemblies which at minimum
corresponds to the most vital parts of the system under
consideration.
For information purpose a survey of maintenance tools and
materials is added as fig. 4.2 indicates.
Furthermore an off-line exerciser is needed.
When ordinary measuring aids such as meters are added the list
comprises a sufficient amount of test gear.
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>a3 Components
As the repair is carried out by the central service facilities
it is recommended that this facility holds components corresponding
to at minimum two examples of each used sub-assembly and for the
repair of received faulty sub-assemblies the component store
always should contain in addition hereto components corresponding
to 5 - 10 % of the components in use.
Components with long lead times though should be stored in
greater numbers than the above mentioned.
>a3 Consumerable Goods
A certain category of spare parts is the so-called consumerable
goods.
As they are essential to the systm and all the time must be
supplied the user must provide for a sufficient amount of
these
items, typical are:
- printer ribbon
- printer paper
- magnetic tape
- disc packs
After the ultimate estimations of output and storing requirements
have been worked through it should be negotiated which amount
of consumerable goods is needed to satisfy the requirements of the system.
As all types of consumerable goods indicated above are of standard
types the administration is not restricted to buy these goods from
the manufacturer of the DA system but has the opportunity to
decide if alternative suppliers should be taken into consideration.
>a2 Reporting
The name "reporting" covers all aspects of paper work concerning
the treatment of reported faults of the DA system.
It is recommended that a very firm procedure for the handling and
processing of fault documentation is established.
To ensure an equal optimal maintenance standard throughout the
system and for all types and levels of users it it necessary
that all local fault notifications are forwarded to central site,
when proper local action has been taken.
The service organization must also receive a copy of all fault
reports containing a description of the fault notification and
the subsequent action taken.
On the basis hereof it is possible to work out statistics covering
the performance of the system and to verify the expected turn-around
time for replacement.
>a2 Manufacturer's Support
On special occasions it may be necessary to request for the support
of the manufacturer either in the case of the need for persons
with specialist technical expertise that are not available in
Greece or when need arises for urgently required spare parts.
RC Computer will provide efficient support in these cases.
>a3 Technical Expertise
It is recommended that in conjunction with the agreement on the
delivery of the DA system a separate agreement is made with
respect to external expertise support.
This agreement should comprise:
- a description of the obligations of both parties
- the procedure of communication in such cases
- terms of payment
- intervals of re-negotiations
- definitions of transport time, idle time,
work time, and the related payment.
>a3 External Supply of Spare Parts
Occasionally OTE will require spare parts which are not
kept in stock inside Greece.
RC Computer will offer an arrangement based on the principle as
for sub-assemblies (i.e. PCBs) RC Computer will maintain stocks
on all used sub-assemblies which can be utilized on an exchange
basis by e.g. telex notification.
The intention is to offer for all items a firm exchange charge
per sub-assembly. This information will facilitate the decision
in Greece in any specific situation if the best solution is
to exchange items or to repair the faulty item on the component
level.
Concerning the delivery time it is supposed that it covers
the time span from telex notification until delivery at the
central repair facilities in Greece exclusive customs handling
time.
>a2 Software Maintenance
>a3 DA maintenance
RC Computer employs a highly qualified and very experienced
department for the only purpose of developing, implementing, and
continously improving the already successful DA system.
The expertise gained and further developing will also
be exploited in correcting errors that unexpectedly might turn
up either at customer installation or at RC Computer.
The development of the system will also result in new facilities
either for incorporating new possibilities or for improving
the efficiency of the system. These facilities will be offered
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to OTE when designed or implemented.
The rapid development of technology also continously opens new
opportunities to the benefit of the development of the system.
RC Computer will to the utmost exploit these opportunities,
and the DA department is paying great attention to this very
aspect.
As soon as new facilities of the DA system apply new
technical inventions they will be brought to OTE's attention,
and will be offered for OTE's use.
>a3 Basic Software Maintenance
As a part of RC Computer's basic organisation a Basic Software
Department is employed for the only purpose of developing and
supporting the basic software of RC Computer. This department
immediately responds to errors that might be found in the
well-proven basic software, or to inaccuracies in the extensive
and easily read documentation. If OTE might want new facilities
in the basic software this department will be able to implement
them.
>a2 Software Support
Besides the continous developing of the DA system as mentioned
the DA department of RC Computer contains a special ever alert
Task Force with the only purpose of immediate trouble shooting
at the request of the customer.
This problem-solving group consists of only the very most
experienced and qualified persons, whose special job is
immediately to solve serious problems that the customer might
encounter.
>a1 INSTALLATION AND SITE PREPARATION
>a2 General
RC presumes that OTE will provide the necessary requirements at each
installation site.
These requirements include air conditioning, power supply,
lighting, and false flooring. False flooring is not a
necessity to RC-equipment but it enables
nice installation and easy distribution
of air-conditioning and cabling.
RC will as specified in the schedule supply cables from
- equipment to power switchboard
- equipment to modems
- equipment to peripheral devices
and the equipment interconnections.
The above statements is made under the assumption that maximum
cable length is less than 25 m.
>a2 Installation engineer
RC will throughout the first 6 months of the implementation period
permanently make available a highly qualified installation
engineer at OTE's disposal for the expense of RC.
His responsibility includes participation in site preparation,
installation, and training of OTE personnel in the same
activities. Further use and training is subject to negotiations, if
OTE is not interested in taking over these activites after the
first 6 months of implementation.
>a2 Progress Report
The installation engineer will during his stay in Greece
participate in the requested reporting and solely or in
cooperation with others as one of his first tasks work
out the detailed installation plan.
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>a1 kap5
>a2 1
>a2 2
>a2 3
>a2 Installation information
To facilitate the site preparation all topics listed under
section 5.5 of the schedule are separately answered. It
should be noted that the answers are considered general
in the sense that the answers express the attitude to all
equipment offered byRC Computer.
RC Computer's general attitude concerning installation is covered
by the contents of the
RC8000 Installation Manual.
This manual is added as appendix to the proposal.
In the following, some important topics are treated.
For further information consult Installation Manual.
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Ceiling height:
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Normal ceiling height (approx. 2 m) is sufficient. Observe the
dimensional sketches in the Installation Manual, when reducing the useable
height by the introduction of false flooring and air-conditioning
equipment.
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Storage requirement for magnetic materials:
>sp0
The environmental conditions for magnetic tape and disc packs
is
Temperature interval:@@@@@@@@@@@@@@@@10 - 40@@C
>sp0
Relative humidity:@@@@@@@@@@@@@@@@@@@20 - 80% non condensating
Materials must not be exposed to direct sunlight. In any way
conform to the specifications of the supplier of storage
media.
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Power Requirements:
>sp0
Power requirements are listed in the IM.
>ul
Heat Generation:
>sp0
Please consult Data Sheets appendiced.
section 6 and 9.
>ul
Recommended method of cooling:
>sp0
As each unit will provide the necessary air-circulation inside
the equipment itself the only demand to the customer is to
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install, if necessary, suitable air-conditioning equipment
to keep ambient temperature and humidity within the limits
specified in Installation Manual.
>ul
Exceeding recommended environmental conditions:
>sp0
When exceeding the specified environmental conditions a
degration of performance should be expected. Most serious
will exceeding the upper temperature limits appear, as
aperiodic faults on disc storage may appear.
Further increase of temperature may cause damage of
equipment.
>ul
Earthing requirements:
>sp0
The switchboard supplied by OTE must include protective
ground which is connected to the metal covering of the
equipment to guard the operators in case of earth fault
conditions.
>ul
Restrictions on layout:
>sp0
Maximum allowable distances between units,
please refer to Installation Manual.
>ul
Dust particle constraints:
>sp0
It is imperative that the presence of dust particles
in the computer room is kept at an absolute minimum,
as dust has a destructive effect on data equipment
and media.
If air-conditioning or other fresh-air supplying equipment
is installed, care must be taken that sufficient filtering
is provided.
The recommended filter efficiency is
90% for particles of 3 microns and smaller
60% for particles of 0.5 microns and smaller
To keep the generation of dust at minimum printers should
be installed in separate rooms and it must be avoided
that the printer room is part of the air circulation
loop of the computer room.
>a1 ELECTRICAL AND ENVIRONMENTAL REQUIREMENTS
>a2 Power Supply
It is essential that the power is supplied directly
from the main switchboard of the building to a computer
switchboard, which has to be installed in or near
the computer room.
>ul
The power supply has to be a dedicated line only used by
>ul
the computer equipment,
and has to be kept away of exposure by any powerful electrical
induction. Therefore, separate supply lines have to be planned
for general purpose outlets, air conditioning, and other equipment.
One RC8000 computer system is supplied from one 3-phase power-outlet
installed within 6 metres of the central processing unit of the
computer. All peripherals, excepting detached disc drives and
lineprinters, are supplied via the system power supply.
The detached disc drives are connected in groups of three to
separate 3-phase power-outlets. Also the lineprinters
need separate power-outlets, but one phase only.
For further details consult Installation Manual, appendiced.
>a2 Equipment Ground
The ground wire for the computer must be run from the neutral
point of the main switchboard of the building to the power-outlets
in the computer area, or preferably to the frame of the computer
itself. The ground wire must be insulated and is not allowed to
make electrical contact with any conductive part of the building
on its way to the computer. The cross-sectional area of the
ground wire must be equal to or larger than that of the active
conductors.
>ul
It is not allowed to use the equipment ground for any other purpose.
For further details consult Installation Manual, appendiced.
>a2 Environmental Conditions
A computer system will generate heat and at the same time it will
require that the ambient temperature and the air humidity are kept
within certain limits. In order to obtain the required conditions
it is in most cases necessary to install an air conditioning system.
Specified details concerning sunlight and lighting, air purity,
vibration, static electricity, and cleaning are to be found in
the Installation Manual, appendiced.
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>a1 LIST OF COMPLIANCE
This chapter contains point to point answers to the
technical requirements of OTE.
>a2 Purpose
RC Computer confirms that the system offered:
a)
>sp0
Meets all needs for Directory Inquiries in a DIC in accordance with
the specifications received with OTE's "Call for Bids" number 7312.
b)
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Allows all operator positions to service all types of Directory Inquiry
calls, as stated in the specifications.
c)
>sp0
Will improve the service rendered to the public by faster and more accurate
information, and will solve problems that are not possible to solve with a manual
system.
d)
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will eliminate the supply of daily up-dated printed information for the
DICs.
e)
>sp0
Will greatly facilitate the work of the directory inquiry operators.
>a2 Directory Inquiry Centers (DICs)
Each inquiry position in each of the 7 DICs can handle inquiries
about subscribers anywhere in the whole country.
An inquiry position will be equipped with a terminal unit
(keyboard and display) for on-line communication with the computer
system. This will enable the operator to key in the inquiry which will
be transmitted to the computer.
A search will be made through the files
held on magnetic discs and the selected subscriber details will be
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