End-to-end QoS
in
the users' point of view
ITU-T Workshop
Geneva 1-3 October 2003
P-Y Hébert - ETSI
1/10/2003
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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.
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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
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Users' concern fields about QoS
 Service fields
 Provision
 Operation
 Customer services
 Billing
 Other services
 Market areas
 Voice
 Data
 Internet access
 Private/public networks
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Users' QoS criteria (1)
 Provision
 Preliminary information
 Completion efficiency
 Respect of allotted time
 Contract clarity
 Contract flexibility
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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
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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.
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Users' QoS criteria (4)
 Billing
 Accuracy (counting and tariff)
 Number of claims
 Other services
 Directory service availability


Response time
Relevance of the answers
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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)
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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)
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Lacks in current standards
 Provision
 Preliminary information
 Completion efficiency
 Respect of allotted time
 Contract clarity
 Contract flexibility
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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
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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.
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Lacks in current standards (4)
 Billing
 Accuracy (counting and tariff)
 Number of claims
 Other services
 Directory service availability


Response time
Relevance of the answers
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The Challenge
How to better take into account
the users' concerns about
QoS regulation and standardization
and how to fill the current gaps
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