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End-to-end QoS in the users' point of view

End-to-end QoS in the users' point of view. ITU-T Workshop Geneva 1-3 October 2003 P-Y Hébert - ETSI. QoS in the current Telecom world. With the various emerging technologies (Mobiles network, VoIP,VPN) and the current competition Telecom service are delivered with very different QoS levels.

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End-to-end QoS in the users' point of view

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  1. End-to-end QoSin the users' point of view ITU-T WorkshopGeneva 1-3 October 2003P-Y Hébert - ETSI

  2. QoS in the current Telecom world • With the various emerging technologies (Mobiles network, VoIP,VPN) and the current competition Telecom service are delivered with very different QoS levels. • To get the QoS they expect users have to rely on regulation or on agreement with their supplier • In any case, standards are needed to monitor the QoS provided.

  3. Users' concerns and QoS standards • Today, any technical body in any standardization organization refers to users' QoS requirements. • Each of these TBs has different purposes: • means to improve the technical QoS • measurement methods of the QoS • definition of QoS service classes • All of them have in mind the technical quality • Few of them are taking into account the users' concerns about the QoS

  4. Users' concern fields about QoS • Service fields • Provision • Operation • Customer services • Billing • Other services • Market areas • Voice • Data • Internet access • Private/public networks

  5. Users' QoS criteria (1) • Provision • Preliminary information • Completion efficiency • Respect of allotted time • Contract clarity • Contract flexibility

  6. Users' QoS criteria (2) • Operation • Service availability • Coverage (mobile networks) • Unsuccessful call ratio • Set-up swiftness • Absence of dropouts • Speech or data quality • Flow rate or transactions time • Exchange security • Terminal protection

  7. Users' QoS criteria (3) • Customer services • Swiftness of after-sales service to answer calls • Swiftness to repair • Availability of operator services • Efficiency of help line • Number of call to report fault.

  8. Users' QoS criteria (4) • Billing • Accuracy (counting and tariff) • Number of claims • Other services • Directory service availability • Response time • Relevance of the answers

  9. Standards focusing on users' expectations • ITU-T Recommendation E.800: "Telephone network and ISDN quality of service, network management and traffic engineering: Terms and definitions related to quality of service and network performance including dependability". • ETSI NA (SPAN) ETR 003 (1994-10) General aspects of Quality of Service (QoS) and Network Performance (NP)

  10. Standards focusing on users' expectations • ETSI STQ EG 201 769 (2000-10) QoS parameter definitions and measurements; Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC • ETSI UG EG 202 009 (2002-02) Quality of Telecom Services • Part 1: Methodology for identification of parameters relevant to the Users • Part 2: User related parameters on a service specific basis • Part 3: Template for Service Level Agreements (SLA)

  11. Lacks in current standards • Provision • Preliminary information • Completion efficiency • Respect of allotted time • Contract clarity • Contract flexibility

  12. Lacks in current standards (2) • Operation • Service availability • Coverage (mobile networks) • Unsuccessful call ratio • Set-up swiftness • Absence of dropouts • Speech or data quality • Flow rate or transactions time • Exchange security • Terminal protection

  13. Lacks in current standards (3) • Customer services • Swiftness of after-sales service to answer calls • Swiftness to repair • Availability of operator services • Efficiency of help line • Number of call to report fault.

  14. Lacks in current standards (4) • Billing • Accuracy (counting and tariff) • Number of claims • Other services • Directory service availability • Response time • Relevance of the answers

  15. The Challenge How to better take into account the users' concerns about QoS regulation and standardizationand how to fill the current gaps

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