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

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

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

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

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

Quality of Experience More Satisfied Users More Efficient Networks 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

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