Business Class Services Specialist (BCSS)

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1 Busness Class Servces Specalst (BCSS) Scope The Socety of Cable Telecommuncatons Engneer s (SCTE) Busness Class Servces Specalst (BCSS) certfcaton descrbes the knowledge of a techncan who wll nstall and troubleshoot busness servces for small to medum busnesses. The successful certfcaton canddate wll have the busness servces knowledge to nstll employer confdence, employee value, and mpact the metrcs of the customer experence. Topcs nclude: HFC Networks Ethernet Servces Networkng Fundamentals Customer Servce Performance Verfcaton Fault Management Enterprse Voce Managed Servces I. HFC Networks Competency A Understand system maps, schematcs and network dagrams Knowledge, Sklls, and Abltes 1. Identfy the common symbols found on cable system strand and desgn maps a. End of lne readngs b. Data boxes (tombstones) c. Route symbols d. Desgn symbols e. End of lne readngs f. Name three types of system maps; dstngush between the followng. Strand. Desgn. As-bult 2. Identfy and descrbe the followng actve and passve devces, ther correspondng map symbols, and level calculatons a. Fber optc node b. Amplfer c. Lne extender Page 1 of 31

2 d. Power supply e. Lne spltters f. Drectonal couplers g. Taps. Drectonal taps.. Addressable taps Power-passng taps h. In-lne equalzers. Reverse condtoners 3. Fber Documentaton a. Key map b. Schematc c. Splce gudes d. Color Codes e. Lnk Losses B Descrbe the core concepts and electrcal prncples such as ohms law, electrcal wrng, groundng, bondng and surges f. Map Symbols 1. Explan why bondng s necessary 2. Understand Ohm s law 3. Explan the purpose and functon of the followng bondng hardware: a. Bondng blocks (ground block) b. Bondng wre (ground wre). Drop attachment. Ground electrode attachment 4. Explan resdental coaxal drop cable nspecton process a. Identfy proper bondng locatons 5. Descrbe the proper bondng technques n the followng specal crcumstances: a. Strp malls b. Telco closet (Common buss) 6. Explan equpment envronmental requrements such as groundng, temperature, dust control and rack unt space Page 2 of 31

3 C Explan the core coaxal cable prncples; care, verfcaton, attenuaton and termnaton, to nclude advanced cable math, node to customer premses equpment (CPE) calculatons; upstream power levels 1. Descrbe coaxal cable attenuaton propertes a. Be able to calculate the attenuaton at both hgh and low frequences to determne equalzaton needed b. Descrbe how to use loop resstance to calculate voltage drop 2. Gven devce nputs/outputs, cable attenuaton, and nserton losses, be able to calculate coaxal cable loss and expected sgnal levels 3. Descrbe proper coaxal cable handlng n the followng stuatons: a. Bendng radus b. Lashng c. Envronmental damage 4. Defne return loss and ts effects n the followng stuatons: a. Structural return loss (SRL) b. Impedance msmatches D Explan the core optcal cable prncples; care, cleanng, verfcaton, attenuaton and management 5. Understand port to port solaton 1. Optcal fber a. Composton b. Characterstcs Attenuaton Wavelength c. Benefts d. Applcatons e. Safety E State the process to troubleshoot to the frst actve devce n an HFC network 6. Descrbe optcal fber attenuaton propertes 7. Gven devce nputs/outputs, attenuaton, and nserton losses, be able to calculate optcal fber loss budget and expected levels 1. Explan the steps n the troubleshootng process: a. Symptom analyss Verfy problem symptoms wth customer b. Problem solaton c. Dvde and conquer d. Problem resoluton/repar e. Confrm problem resoluton/repar Page 3 of 31

4 2. Dagnose equpment problems: a. Identfy sgnal ssues b. Interpret premses sgnal level readngs (too hgh or low) 3. Set-top termnals/set-top box (STB) a. Self dagnostcs Power on self-dagnostcs 4. Descrbe the process to troubleshoot forward and return path a. Unty gan Amplfer output levels Tap output levels Cable loss v Inserton loss b. Identfy common causes of group delay c. MER d. BER e. Descrbe the effects of the followng: Bad spltters Poor cablng Bad amplfers v Long amplfer cascades f. Frequency response Peak-to-valley (flatness) F Revew the DOCSIS 1.1/2.0+IPv6, 3.0 specfcatons from an RF level g. Defne outage 1. DOCSIS defnton/cablelabs 2. DOCSIS versons and key dfferences 3. Modulaton technques a. QPSK, 16-QAM, 64-QAM, 256-QAM b. SNR and RF level requrements c. Bandwdth supported 4. IPv6 support wth DOCSIS 2.0/DOCSIS Basc cable modem troubleshootng 6. Load balancng of cable modems 7. DOCSIS 3.0 channel bondng Page 4 of 31

5 G Analyze RF and optcal sgnals to determne network health 8. DOCSIS spectrum requrements 1. Sgnal Level Meter (SLM) 2. Dsplay readouts of an analog channel features a. Full scan b. Adjacent channel level 3. Identfy the followng dgtal dsplay features: a. QAM Analyzer Nose analyss Phase analyss CW nterference/ngress v Reflectons/mcroreflectons (a) Modulaton Error Rate (MER) (b) Bt Error Rato (BER) (c) Constellaton analyss (d) DOCSIS stats (e) Protocol Analyzer 4. Return test a. Sgnal generator (for example, DSAM, RSVP) b. Brth/servce certfcate 5. Vdeo and audo carrer measurements 6. Mantenance a. Chargng b. Known source- accuracy verfcaton c. Channel plans 7. RF Operatng Parameters a. Defnton b. Provde examples for Downstream Upstream 8. Optcal testng a. Optcal verfcaton Page 5 of 31

6 II. Ethernet Servces Competency A Ethernet Overvew: state the fundamentals of a network B Descrbe fundamental Ethernet servces Knowledge, Sklls, and Abltes 1. Understand and be able to defne a modern data network a. Purpose of networks-sharng resources, fles and hardware b. Workgroups c. Clent/Server d. Peer to Peer e. Defne IEEE standards f. Defne IEEE standards CSMA/CD and CSMA/CA 1. Defne LANs, WANs, MANs and CANs a. Defne Local Area Network (LAN) and ts sgnalng methods Baseband Full Duplex Half Duplex v Smplex b. Defne Metropoltan Area Network (MAN) and ts sgnalng methods DWDM CWDM c. Defne Wde Area Network (WAN) and ts sgnalng methods ATM Frame Relay FDDI d. Defne Campus Area Network (CAN) 2. Identfy and descrbe the dfferent hardware needed for each network type. a. Hubs, Swtches, Routers, Brdges and Repeaters b. T1(CSU/DSU), ISDNs(Termnal Adaptors), DSL Modems and Cable modems c. Transcevers - Meda converters d. Bref ntroducton to MEF e. Bandwdth specfcatons Page 6 of 31

7 10base 2-10Gbase f. Network cable types Coax UTP cable (a) CAT3-6 Fber (a) Multmode (b) Snglemode g. Identfy the TIA and ther standards (568A and 568B) 3. Contrast varous network topologes: Bus, Rng, Star, Mesh, Pont to Pont, Pont to Multpont and Hybrd a. Understand benefts of each topology b. Understand cons of each topology c. Defne network backbones d. Defne network segments 4. Explan varous network devces b. Network adaptor Varous speeds 10/100/1000 c. Repeaters Dstance lmtatons for UTP cables s a star topology d. Hubs Multport repeater and extends the dstance of UTP cable e. Brdges Breakup collson domans f. Basc swtches Multport brdges-all ports are ndvdual collson domans g. Managed or mult-layer swtches Port trunkng, VLANs and packet taggng h. Routers Understand varous capabltes of routers e. Understand how each of the network devces functon and how they are appled n the network Page 7 of 31

8 C Explore the bottom layers of a network D Explore the top layers of a network Understand performance capabltes of each devce Understand connecton methods used by each devce 1. Explan the OSI and TCP/IP network models a. Identfy who created the OSI model and when b. Where the TCP/IP model came from c. Explan the reasons for a layered approach d. Understand the 7 Layers of the OSI and the 4 Layers of the DoD models 2. Explan how encapsulaton works a. Identfy how each layer encapsulates the data.e. datagram at layer 4 and packet at layer 3 and frame at layer 2 3. Defne varous components of an Ethernet frame a. Understand the varous parts of the frame and ther functon: Preamble Start frame delmter Ethernet header - MAC address of sender and recever v Payload v Cyclc Redundancy Check (CRC) 4. Dscuss the OSI physcal, data lnk and network layers a. Defne how the layers apply to the network topologes Physcal layer defnes the cablng used and determnes sgnalng method used (a) Hubs and Repeater operate at ths layer Data Lnk Layer defnes nterface used and Ethernet Addressng (a) Swtches and Brdges operate at ths layer Network Layer deals wth Logcal addressng and Routng packets (a) Routers operate at ths layer 5. Layer 1 collsons 1. Explan n detal how TCP/UDP operates a. Defne what layer of the OSI and TCP model that TCP and UDP operate at Page 8 of 31

9 E Overvew of the Metro Ethernet Forum (MEF) b. Explan that TCP s connecton orented and s consdered to be a relable protocol Breakdown the TCP datagram c. Explan wndowng, flow control, handshakng acknowledgement, sequencng d. UDP s connectonless but provdes performance benefts over TCP No handshake requred 2. Explan the major functons of ICMP a. Understand ICMP s used for troubleshootng and managng a IP network Most notably used wth the png and Traceroute commands. 3. Identfy the major role of the sesson layer a. Understand that ths layer s responsble for startng, stoppng, and mantanng communcaton sessons HTTP, DNS, FTP, SNMP, Telnet, NTP and others 4. Recognze typcal uses for the presentaton and applcaton layers a. Understand that data translaton, code converson, encrypton, and compresson happen at the presentaton layer SSL, GIF, JPEG, MME, TLS, MD5 and others 1. Identfy what s the Metro Ethernet Forum (MEF) and why t exsts a. Understand what the MEF does b. Descrbe the key standards the MEF controls 2. Explan the key MEF nterfaces a. Understand UNI Type 1 & 2 Interfaces b. Understand whch servces and utltes are avalable at the applcaton layer 3. Defne the three major MEF servce types a. Descrbe E-LINE servce b. Descrbe E-LAN servce c. Descrbe E-TREE servce 4. Compare the leaky bucket analogy to servce profles Page 9 of 31

10 III. Networkng Competency A Explan the use of IP/IPv6 addressng B Descrbe the use of subnettng and varable length subnet masks n cable network Knowledge, Sklls, and Abltes 1. Segment dentfcaton 2. IP Address format a. Octets b. Maxmum possble addresses c. Statc vs. DHCP 3. Addressng plans 4. DHCP address assgnments (request offer and acknowledgement) 5. IP Servces 6. Prvate address ranges 7. Automatc Prvate IP Address (APIPA) a. Error detecton 8. IPv4 address classes 9. IPv6 a. Class A b. Class B c. Class C d. Class D e. Class E a. Address structure b. Connectvty c. Address format d. Zero compresson e. Prefx f. IPv4 vs. Ipv6 g. Bnary Format 1. Subnettng a Class C 2. Subnettng a Class B 3. Decmal Postonal weghtng 4. Base-2 chart 5. Readng a Bnary Chart Page 10 of 31

11 C Demonstrate the common utltes and related tools used to troubleshootng IP/IPv6 a. Convertng decmal to bnary b. Convertng bnary to decmal 6. Herarchcal addressng 7. VLSM a. Calculatng VLSM 8. Supernettng 9. Castng a. Uncastng b. Broadcastng c. Multcastng d. Anycastng e. Address castng 10. Prvate Networks 1. IP Tools a. tracert b. Traceroute c. png d. Png plotters e. whos f. NS Lookup g. Speed test h. Pathpng. DOS Commands j. Netstat k. ARP command 2. Troubleshootng a. RF b. Flter Problems c. Networkng d. Verfy DHCP operaton e. WAN IPs f. W-F 3. Demonstrate the use of name server lookup to troubleshoot name resolvng Page 11 of 31

12 D IP Management 1. The Network Operatons Center (NOC) a. Understand the NOC s role E IP Protocols 2. Network Management System a. Smple Network Management Protocol (SNMP) Understand the operaton of SNMP Understand how SNMP s used to manage IP devces 3. Management Informaton Base (MIB) a. Understand the structure of MIB data used n conjuncton wth SNMP 4. Syslog Servers 1. Integratng customer network equpment wth busness product offerngs 2. Identfy the types of tunnels used to transport cable data to the customer a. GRE b. MPLS c. IP 3. Vrtual Prvate Networks (VPNs) a. Dfferentate the type of VPNs used to delver busness servces b. L2TPv3 (Tunnelng) c. PPTP (Pont-to-Pont Tunnelng Protocol) d. IPsec 4. Understand how herarchcal vrtual prvate LAN (H- VLAN) servce allows cable operators to deploy carrer class Ethernet servces 5. IP dynamc routng protocol a. Understand ts role F Qualty of Servce (QoS) and Class of Servce (COS) b. Features 1. QoS and CoS a. Features b. Voce c. IP Voce d. IP Data e. Bandwdth 2. VoIP Sgnalng Protocols Page 12 of 31

13 3. IP Multmeda Subsystems 4. Dfferentate the features of SIP, RTP, RTSP, CoS and QoS 5. DSCP Page 13 of 31

14 IV. Customer Servce Competency A Identfy the components of customer servce Knowledge, Sklls, and Abltes 1. Defne the term soft sklls 2. Contrast the dfference between techncal & soft sklls 3. Recognze key soft sklls 4. Descrbe the effects of great, average, and poor customer servces (customer servce trangle) 5. Identfy the ten rules for great customer servce: a. Commt to qualty servce b. Know your products c. Know your customers d. Treat people wth courtesy and respect e. Never argue wth a customer f. Don't leave customers hangng g. Always do what you promse B Understand the components that affect company mage C Identfy the elements of communcaton and explan h. Assume customers are tellng the truth. Focus on makng customers rather than sales j. Make t easy for the customer 1. Explan how atttude, appearance, conduct, and performance, on and off the job, play a role n projectng a professonal and company mage. a. Descrbe how a company mage s formed b. Descrbe how your job performance effects your company's mage c. Descrbe professonal appearance, and how t contrbutes to company mage d. Descrbe proper vehcle appearance, and how t contrbutes to company mage e. Descrbe proper vehcle drvng and parkng, and how t contrbutes to company mage 2. Descrbe proper treatment of customer property 3. Descrbe the steps to take for accdents nvolvng customer property 4. Descrbe what s meant by dong the job rght the frst tme 1. Lstenng a. Descrbe why lstenng sklls are mportant Page 14 of 31

15 how effectve communcatons sklls contrbute to good customer nteractons D Identfy the steps to selfmanagement on the job E Explan how to establsh partnershps wth nternal and external customers usng three stages creatng the partnershp, leadng the partnershp, and creatng opportuntes. b. Name examples of good lstenng sklls 2. Clarty of speech 3. Empathy 4. Probng 5. Telephone etquette a. Lstenng b. Voce nflectons c. Background nose d. Endng a call After-hours calls 6. Explan the steps to take to effectvely communcate wth dffcult customers 7. Descrbe why the generatonal gaps between the techncan and customer could create potental communcaton problems 8. Why do we need to be senstve to dfferent personalty types? 1. Explan how to use postve self-talk for mantanng a postve atttude and becomng self-motvated. a. Usng the Self-Management Model b. Identfy methods for managng stress on the job c. Don t Take It Personally 2. Identfy methods for managng tme on the job 3. Defne the busness class servces professonal's responsbltes, and takng accountablty for one's actons 1. Partnerng wth the customer a. Partnerng Stage 1 Creatng the Partnershp Buldng rapport communcaton sklls Clarty Empathy v Accuracy b. Stage 2 Leadng the Partnershp c. Stage 3 Creatng Opportuntes 2. Explan the dstncton between wants and needs and how to arrve at customer needs. 3. Promotng Customer Retenton Page 15 of 31

16 F Outlne the steps for explanng the servce to the customer. G Outlne the steps for handlng challengng customer H Explan the steps for executng successful communcatons, presentatons, and facltatons wth customers and co-workers 4. Explan how to develop strong relatonshps wth nternal customers or lnks wthn your organzaton supports good external customer servce. 5. Descrbe nteractons: a. Between the front offce and "back offce" b. Wth other broadband premses professonals c. Wth the general publc and non-customers 1. Defne what t means to provde a premum level of servce 2. Defne a servce level agreement (SLA) and how ths mpacts the servce provded 3. Understand nternal processes nvolved n preparng for a busness class servces nstallaton (for example, tme to complete pole permts, etc.) 4. Descrbe customer expectatons and dong whatever t takes to accomplsh the task a. Be aware of the customer's level of understandng of the busness b. Understand a sense of urgency regardng nstallng and restorng busness class servces 5. Product knowledge-name the levels of busness servces products and descrbe how to address unque crcumstances for level of servce for each a. Government b. Healthcare c. Educaton d. Prvate sector 6. Defne what t means to provde a premum level of servce 1. Defne conflct resoluton 2. Defne problem resoluton 3. Explan the process to authorze customer compensatons 4. Descrbe how to handle challengng stuatons 5. Descrbe the steps you can take to help ensure your personal safety on the job 1. Defne adult learnng prncples, and how adults learn dfferently from each other a. Learnng styles b. Dfferences n learnng preferences between the generatons n the workforce c. Influencng behavor change Page 16 of 31

17 2. Explan consderatons for successful presentatons, facltaton, and tranng a. Presentaton b. Facltaton c. Tranng. Lst the steps n teachng a "craft skll". Recognze dffcultes n comprehenson. Explan how to present techncal nformaton to non-techncal people (for example, presentng a product Power Pont presentaton) 3. Explan how to compose a busness e-mal 4. Explan how to dress for success 5. Explan the steps to conductng a successful busness meetng Page 17 of 31

18 V. Performance Verfcaton Competency A Performance verfcaton overvew Knowledge, Sklls, and Abltes 1. Crcut lfe cycle a. Defne the average crcut lfe cycle Customer places order Crcut Provsoned SLAs and crcut performance verfed v Fault management v Network montorng and management v Crcut retrement 2. Servce Level Agreements (SLAs) a. Defne Servce Level Agreements Explan contract negotated between two partes, where one s the customer and the other s the servce provder Includes mean tme before falure (MTBF) and mean tme to recovery (MTTR) thresholds Remedes (rebates) pad to customer by the servce provder when SLAs are not met b. Identfy key components of SLAs Commtted Informaton Rate (CIR) Commtted Burst Sze (CBS) Excess Informaton Rate (EIR) v Excess Burst Sze (EBS) v Round Trp Frame Delay (RTFD) aka Latency v Frame Delay Varaton (FDV) aka Jtter v Frame Loss Rato (FLR) v Avalablty c. Common SLAs for dfferent types of servces VoIP Servces (a) Low RTFD (b) Low FDV (c) Hgh Avalablty Page 18 of 31

19 B Descrbe verfcaton tests (d) Low CIR/CBS IPTV Servces (a) Low FDV (b) Hgh Avalablty (c) Med-Hgh CIR/CBS HSIA Servces (a) Low CIR, low/no CBS (b) Low EIR/EBS (c) No RTFD threshold (d) No FDV threshold v Ethernet Servces (a) MTTR (b) FD/FDV (c) Loss (d) Throughput (CIR/EIR) 3. Performance Thresholds a. Descrbe MEF 23.1 performance thresholds Smplfes buyng and sellng of wholesale servces Specfes a 3 CoS Model and allows for subsets and extensons (a) H-VoIP and Backhaul Control (b) M-Near-Real-Tme or Crtcal Data Apps (c) "L-standard " "best effort" servces Goal: Carrer Ethernet servces that are nteroperable and predctable to support subscrber applcatons 1. Compare performance verfcaton tests 2. ICMP png & traceroute a. Understand lmtatons of png for network performance verfcaton Desgned for fault solaton, not performance verfcaton Does not test throughput or SLAs May be blocked by frewalls and routers (DDoS protecton) 3. Bt Error Rate Test (BERT) Page 19 of 31

20 Page 20 of 31 a. Explan the theory of how BERT works Out of servce test Smulates lve network traffc Must use a test pattern v Bt for bt comparson s made between the transmtted and receved data b. Explan lmtatons of BERT to dentfy network performance ssues Identfes that a bt was corrupted but does not fnd where or why c. Defne the term psuedo-random bt pattern Long patterns wthout an easly dentfable repeatng bt sequence Knowledge of how pattern wrtten: as a bnary exponent 2Exx (a) Exponent dentfes how many bts are used to create the bt sequence (b) Pattern starts at bnary 1 and contnues up untl maxmum of exponent s reached (c) Pattern repeats (d) Smulates lve data but allows test meter to know what the next bnary sequence n the pattern should be d. Defne the term fxed bt pattern Easly dentfable repeatng bt sequences Rato ndcates how many ones there are versus the number of zeros (1:1, 1:2, etc.) e. Understand common DS1/Ethernet BERT patterns All 0's pattern (a) Used when testng T1 B8ZS crcuts to fnd msoptoned lne codng All 1's patterns (a) Used to stress T1 repeater output power 2.00E+23 (a) Pseudo random pattern commonly used for testng Ethernet crcuts v 2.00E+31 (a) Pseudo random pattern commonly used for testng Ethernet crcuts v DALY 55

21 4. RFC Y.1564 Page 21 of 31 (a) Fxed 55 octet pattern, best test for vdeo over DS1 lnks v 3 n 24 (fxed) (a) Stresses tmng recovery a. Explan the four standard tests performed Throughput Frame Loss Latency v Back-to-Back b. Explan the ffth test not defned on the orgnal RFC Frame/Packet Delay Varaton (JItter) c. Explan key RFC-2544 lmtatons Benchmarkng methodology Defnes standardzed tests and reportng mechansms (tables and charts) Intended for devce manufacturers and customers to valdate performance clams v Not ntended for network testng but became de facto standard for testng network crcuts v Does not address SLA specfc tems such as multple flows, CBS, EBS Color Mode or Avalablty a. Explan hstory of Y.1564 Formerly known as Y.156sam, acheved formal consent n the ITU SG 12 b. Descrbe man beneft of Y.1564 to servce provders and customers Verfcaton methodology for end users or servce provders to ensure SLA s are beng met c. Descrbe test methodology Obtan a copy of your companes Servce Level Agreement (SLA) for each servce you wll be testng Create Band Wdth Profles (BWP) for each servce offerng Defne Servce Acceptance Crtera (SAC) for each SLA

22 C Performance Issues v Confgure Traffc Shape test parameters v Create a Servce Table that matches SLA under test v Perform Y.1564 test v Create performance verfcaton "brth certfcate" 6. Y.1731 a. Descrbe benefts of Y.1731 to servce provders Provdes n-band performance verfcaton testng b. Descrbe performance measurements Frame Delay (1 way/2 way) (a) DMM, DMR For one-way, cover clock synchronzaton (a) 1DM Frame Delay Varaton (a) DMM, DMR v Frame Loss Rato v (a) LMM/LMR Avalablty c. Defne MEP/MIP/MEG d. dentfy MEG levels 1. Identfy crcut performance ssues a. Frame Delay (Latency) VoIP latency <150ms s generally desrable, >300 ms echoes and other mparments occur b. Frame Delay Varaton (FDV) Hgh FDV requres use or larger VoIP/IPTV jtter buffers, whch ncrease latency and channel change (zap) tme c. Frame Loss Hgh frame loss results n TCP/IP retransmts that result n lower effectve data rate Hgh frame loss results n macroblockng, pxelaton and freezng n IPTV Hgh frame loss results n dropped calls or poppng sounds Page 22 of 31

23 d. Avalablty Frame loss above SLA thresholds result n crcut unavalablty whch n turn results n customer rebates e. Throughput ssues Data rate vs. Informaton Rate vs. Lne Rate msunderstandngs f. MTU ssues wth large packets Packets wth large MTUs must be splt up f passed to router that wll not support large MTUs g. Small packet overhead for encapsulated traffc Reduces effectve throughput h. Asymmetrc Routng Frewalls may block ncomng packets wth nvald port numbers. Polcy Confguraton Errors Network equpment profles montor and lmt to SLA New servce offerngs may be confgured mproperly If traffc polcng polces are confgured wrong the customer receves less bandwdth than they are payng for v Customer may get more than they are payng v If multple customers are confgured wrong, trunk may be oversubscrbed and prone to congeston or dropped traffc Page 23 of 31

24 VI. Fault Management Competency A Understand fault solaton methodology fundamentals B Explan top-down vs. bottom-up fault solaton technques C Understands Fault Management Tools: Descrbe varous solaton tools such as ICMP png, Traceroute, Prnt Route and Packet Capture D Understands Fault Management Protocols Knowledge, Sklls, and Abltes 1. Crcut lfe cycle a. Defne the average crcut lfe cycle 1. Understand three methods of fault solaton a. Top down b. Dvde and conquer c. Bottom up 2. Customer communcaton 1. Internet Control Messagng Protocol (ICMP) d. Explan ICMP operaton 2. ICMP usage and applcatons a. Packet INternet Groper (png) Descrbe operaton Understand lmtatons of png for fault solaton b. ICMP traceroute Descrbe operaton Understand lmtatons of traceroute for fault solaton 3. Prnt & Prnt Route a. Descrbe operaton b. Explan why Prnt & Prnt Route s helpful Helps troubleshoot network problems c. Understand how to nvoke va CLI Wndows Lnux 4. Packet Capture a. Descrbe benefts b. Name common packet capture software 1. Smple Network Management Protocol (SNMP) a. Descrbe operaton b. Descrbe SNMP advantages c. Understand SNMP Versons Page 24 of 31

25 d. Descrbe SNMP Components e. Descrbe SNMP Push vs. Pull theory f. Understand the three dfferent types of nodes: g. Defne SNMP Communtes h. Understand SNMP Traps Performance degradaton over thresholds 2. Syslog E Understand the 802.3ag/ah, MEF-16 E-LMI protocols a. Descrbe operaton 3. Explan major dfferences between the SNMP and Syslog protocols 1. Operatons Admnstraton and Management (OAM) a. Defne OAM b. Explan need for OAM Protocols c. Name the OAM layer components 2. IEEE 802.1ag Protocol a. Defne IEEE 802.1ag b. Defne connectvty fault management (CFM) 3. IEEE 802.3ah Protocol a. Defne IEEE 802.3ah 4. MEF-16 E-LMI F Explan the mult-doman network model; defne MEs, MEGs and MIPs a. Defne MEF-16 E-LMI 1. Mult-Doman Network Model a. Defne MDNM 2. Understand ME, MEG, MEP and MIP roles a. Recognze connectvty message types G Understand and be prepared to use Y.1731 protocol tools 3. Lst fault management functons 1. Defne ITU-T Y Descrbe the operaton of the followng: a. Connectvty Check Message (CCM) b. Alarm Indcaton Sgnal (AIS) c. Remote Defect Indcaton (RDI) d. Ethernet Lnk Trace (ELT) e. Loopback (LBK) f. Lock (LCK) Page 25 of 31

26 g. Test (TST) h. Frame Loss Measurement (FLR) Page 26 of 31

27 VII. Enterprse Voce Competency A Understand PBX systems B C Understand Structured Wrng Descrbe Tme Dvson Multplexng (TDM) prncples D Explore Integrated Servces Dgtal Network (ISDN) Prmary Rate Interface E Explan the SONet Technology F Descrbe TDM Crcut Emulaton Knowledge, Sklls, and Abltes 1. Understand PBX systems a. Descrbe basc PBX components b. Identfy KTS, PBX, Hybrd and IP-PBX telephone systems c. Recognze basc PBX system components 1. Recognze dfferent cable types a. Twsted par, coaxal, and optcal b. Assocated standards, for example, TIA/EIA CAT5e, or hgher 2. Explan structured cablng concepts 3. Practce proper RJ-45 jack and plug termnaton 4. Practce proper 66 and 110 block termnaton 1. Explan analog sgnal lmtatons 2. Defne dgtal pulse code modulaton 3. Understand how tme dvson multplexng works 1. Defne the acronym ISDN 2. Recognze how ISDN dffers from conventonal POTS lnes 3. Identfy dfferent nterface types of ISDN 4. Dscuss varous ISDN channels 5. Defne ISDN equpment types 6. Explan ISDN call setup and tear down messages 1. Defne SONET 2. Explan advantages of SONET 3. Dfferentate synchronous, asynchronous and plesochronous sgnals 4. Dagram SONET multplexng herarchy 5. Dscuss dfferent SONET network topologes 1. Explan TDM Crcut Emulaton 2. Defne the term Pseudo Wre and how t works 3. Dscuss TDM over IP and DOCSIS 4. Dagram the varous archtectures of BSoD G Dscuss and descrbe Voce 1. Defne the term trunk Page 27 of 31

28 Trunkng 2. Dscuss why trunks are used 3. Contrast trunkng physcal attrbutes to the local loop 4. Explan the three man types of trunks 5. Compare PSTN to SIP trunkng H PacketCable / PCMM Devces a. EMTA b. CMS c. MGC d. EDVA e. IMS Core f. CSCF (P-, S-, I-) g. Enterprse SIP gateway (ESG) 5. Enterprse features a. Multple call appearances b. Shared call appearances c. Hunt groups (how apply) d. Call park e. Pagng f. Bllng codes g. Remote offce h. Fxed moble convergence I Codec 1. Defne codec J Voce over IP Protocol (VoIP) 1. Defne VoIP 2. Defne Sesson Intaton Protocol (SIP) Page 28 of 31

29 VIII. Managed Servces Competency A. Managed Servces Overvew B. Explan how to set up, mantan, and troubleshoot e-mal servces Knowledge, Sklls, and Abltes 1. Lst the requrements of successful managed servces a. No sngle pont of falure b. Relable uptme and performance c. Predctable user experence d. Clear communcaton to what the customer wll receve e. Outlne of customer servce accessblty n the event of ssues f. Servce montorng by dedcated NOC staff g. Bllng to servce ntegraton s clearly defned 2. SMTP Server 1. Data Storage h. End user malbox storage a. Redundant b. Server or HTTP based c. End users n the storage group consumng space d. Allocatng space per user 2. DNS Records a. Mal s routed usng DNS entres b. MX Records c. Lower number more effcent d. Two servers e. A or AAAA used for host name resoluton 3. SPAM Flter a. Spam flters set as the prmary ponts of delvery b. Defntons updated every four hours or less c. Determne customer expectatons regardng SPAM 4. Operatons a. Perform SMTP queue revews b. Avalablty Dsk Space s not < 10% Page 29 of 31

30 C. Explan how to set up, mantan, and troubleshoot web servces D. Recognze the proper set up to troubleshoot and mantan content flterng E. Explan how to set up, mantan, and troubleshoot vrus and frewall systems F. Explan how to set up, mantan, and troubleshoot vdeo conference systems c. End user access to quarantne may accdentally release SPAM d. Purge queued SPAM every 7 days 5. Troubleshootng a. Routng of emal protocols b. Secure Access Control c. Sze Lmts, 10MB s common d. Connectvty Page 30 of Defne Managed Web Servces a. Webste used for marketng and nformaton sharng b. Acknowledgment s requred between hostng provder and customer c. Employ staff traned n web servers 2. Managed Web Servces Components a. Server b. Securty c. Bandwdth d. Backup 3. Managed Web Servces Troubleshootng a. Access b. Applcaton performance c. Scalng bandwdth proportonally wth demands d. Access servces from another network 1. Defne Managed Content Flterng a. Protecton of web browsng and preventng of napproprate content b. opendns.com enables content flterng c. Careful selecton of content applance 1. Descrbe Managed Vrus and Frewall Systems 1. Lst Managed Vdeo Conference Systems consderatons a. Intra-company vs. nter-company? b. Multple person conference vs. one to one calls? c. Recordng of call requrement?

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