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End to End QoS VoIP

End to End QoS VoIP. Ben Schuurink and Lucas van Rijen KPN Telecommerce. Programme. End to end Quality of Service Marketpilots: policy Marketpilots: set-up Marketpilots: results of research Future requirements. PictureTel. PictureTel. PictureTel. End to End QoS (1).

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End to End QoS VoIP

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  1. End to End QoS VoIP Ben Schuurink and Lucas van Rijen KPN Telecommerce

  2. Programme • End to end Quality of Service • Marketpilots: policy • Marketpilots: set-up Marketpilots: results of research • Future requirements

  3. PictureTel PictureTel PictureTel End to End QoS (1) • PC-related VoIP services: media rich IP Network IP Network PSTN gateway

  4. End to End QoS (2) • Telephone/ fax VoIP related services: cheap (B-quality) IP Network telephone fax telephone fax gateway gateway

  5. End to End QoS (3) • End to End elements -PC + client software -Gateway: Hardware and application -IP Network (Public, dedicated, WAN’s) • Telephone/ fax equipment is not a quality issue for VoIP • Perceived quality of service based on marketresearch in the consumer market (Pilot of 1750 people)

  6. The marktpilots VOIP by KPN Telecom (1) Up front policy with respect to quality • At least GSM quality: MOS > 3.2 • Implies: * Dedicated IP Network: -National: Het Net -International: Delta Three * Gateway quality (multivendor in the pilots)

  7. The marktpilots VOIP by KPN Telecom (2) * Voice quality of the PC via the helpdesk and manual/ instructions -Tuning -Latest drivers soundcards -Telephone horn and headset -Minimum requirement of the PC * Market pilot with 1750 people

  8. The Marktpilots VoIP by KPN Telecom (3) Netbellen PC-PC Het Net Service from 3-9-98 bill PSTN Netbellen PC-Telefoon Het Net Marketpilot from 1/2/99 untill 1/5/99 bill Via *21 *21 NetBellen PSTN Het Net Marketpilot from 1/2/99 untill 1/5/99 bill DirectConnect (contactbutton) PSTN Internet Internet Service from 1/7/99

  9. The Marktpilots VOIP by KPN Telecom (4) prepaid card Familie Belkaart PSTN IP netwerk Delta 3 PSTN Marketpilot from 1/2/99 untill 1/5/99 bill Netbellen Telefoon- Telefoon PSTN IP PSTN Wan Lan-I Marketpilot from 17/2/99 untill 31/5/99 Cisco Nortel Cisco Nortel PBX Voice over intranetten PBX bill Customerpilot from june 99 PSTN IP PSTN FAX FAX Netfaxen Marketpilot 1/7/99

  10. Perceived Quality of Service PC-related services • Voice quality 45% (very) dissatisfied (echo, B-side is unable to hear) clipping • Ease of use and simplicity - installation and ongoing use of the service • Manual of the service • Helpdesk: response time, knowledge/skills, proposed solutions

  11. Perceived Quality of Service • 1/3 is unsatisfied with the service as a total • Useful, easy and fun and willing to use in the future • Price is not important in case of bad speech quality • No substitution just an extra phonecall • Bad voice quality caused lesser use PC-telephone

  12. PictureTel Perceived Quality of Service: conclusions PSTN national Het Net & managed IP Network PSTN PSTN international PC netmeeting callassistent Efusion gateway’s

  13. Conclusions: Quality of Service, PC related • PC + client software: Responsible for the (very) low voice quality • Gateway : Hardware: okay application intercallassistent is difficult to install • IP Network : Dedicated IP Network with less than 7 routers and high available bandwith

  14. Perceived Quality of Service • Telephone/ fax related services • Prepaid card Delta Three telephone fax telephone fax gateway Ericsson gateway Ericsson

  15. Perceived Quality of Service • Telephone/ telephone: 32% (very) bad IP Network simulator 3x gateways Clarents 3x gateways Clarents telephone telephone 3 different tariffs and 3 different audio qualities

  16. Perceived QoS (1) Prepaid card • 32% (very) dissatisfied with voice quality especially: -Echo -Delay -Distance and softness speech • 27% (very) dissatisfied with the service as a total and within that 80% with voice quality

  17. Perceived QoS (2) • High satisfaction with: -Manual/ instruction (93%) -Voice response guidance (83%) -Ease of use (88%)

  18. Perceived QoS (3) Telephone-telephone B-brand telephony • Two stage dialling is not a problem • Lesser voice quality for 25-30% cheaper

  19. Perceived QoS (4) • With very low speech quality price, cheaper is no longer relevant • Gartner: Organisations that fail to take into account the hidden costs of VoIP will find these will increase the total implementation costs by an average of 200 percent (0.8 probability) • Purchase of extra WAN bandwidth • PABX need to be equipped with extra coupling to the Intranet • Router network will be effected

  20. Perceived QoS (5) • Lower price (50% cheaper) triggers initial use but there will be no sustainable use • Forrester: Interviewed 2500 managers globally and concluded that users where overwhelming satisfied with price and performance of the public telephone network. There is a need of a good economic case!

  21. Questions? • Questions?

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