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
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

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

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 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

8. Thank You
Questions