Achieving, Monitoring and Maintaining A High Quality of Experience

2. Achieving, Monitoring and Maintaining A High Quality of Experience Benjamin Ellis, Psytechnics

3. QoE for IP – The Problem Space • QoE is not just about IP network statistics • QoE for telephony applications depends on: • IP-transport performance • Extent IP network statistics impact on voice quality • ITU-T P.564 • Telephony performance • ITU-T P.561 parameters • Echo • Delay • Noise Level • Speech Level • ITU-T P.562, CCI (Call Clarity Index) combines P.561 parameters to give two-way conversational performance of the channel • Voice waveform quality • Conversational measures • ITU-T P.563 • Combined assessment of all aspects is required

4. Taxonomy of VoIP Call Quality Call Signalling Call Signalling Transport • IP Bearer • Packet Loss • Jitter • Out of order packets Payload • Media Stream • Speech Activity • Speech Level • Noise Conversational • Echo • Delay • Noise

5. Firewall Router SBC Router Media Gateway TDM switch Voice switch Ethernet switch Device Impairments IP Impairments Transport Impairments Voice System Impairments VoIP Quality Challenges

6. High Quality of Experience Requires • Visibility into • Network (connectivity and transport issues) • IP QoS (packet loss and other impairments) • Voice Infrastructure (all elements) • Across the Lifecycle • Design • Pre-deployment • Roll-out • Management • Optimization • Integrated Management • Fault Management • Performance Management

7. Quality of Experience • More Satisfied Users • Quality differentiated services • Meaningful SLAs • Actionable Metrics • Thresholds and Reports • Delivering essential competitive quality • Customer retention, reduced churn • Service re-use • More Efficient Networks • Directed maintenance • Targeted investment • Efficient operation • Billing – billable quality • More Effective Support • Fewer support calls and truck rolls • Faster problem resolution • Pro-active fault management

8. Thank You • Questions