End to end qos in the users point of view
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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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