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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

End-to-end QoSin the users\' point of view

ITU-T WorkshopGeneva 1-3 October 2003P-Y Hébert - ETSI

qos in the current telecom world
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.
users concerns and qos standards
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
users concern fields about qos
Users\' concern fields about QoS
  • Service fields
    • Provision
    • Operation
    • Customer services
    • Billing
    • Other services
  • Market areas
    • Voice
    • Data
    • Internet access
    • Private/public networks
users qos criteria 1
Users\' QoS criteria (1)
  • Provision
    • Preliminary information
    • Completion efficiency
    • Respect of allotted time
    • Contract clarity
    • Contract flexibility
users qos criteria 2
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
users qos criteria 3
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.
users qos criteria 4
Users\' QoS criteria (4)
  • Billing
    • Accuracy (counting and tariff)
    • Number of claims
  • Other services
    • Directory service availability
      • Response time
      • Relevance of the answers
standards focusing on users expectations
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)

standards focusing on users expectations1
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)
lacks in current standards
Lacks in current standards
  • Provision
    • Preliminary information
    • Completion efficiency
    • Respect of allotted time
    • Contract clarity
    • Contract flexibility
lacks in current standards 2
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
lacks in current standards 3
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.
lacks in current standards 4
Lacks in current standards (4)
  • Billing
    • Accuracy (counting and tariff)
    • Number of claims
  • Other services
    • Directory service availability
      • Response time
      • Relevance of the answers
the challenge
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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