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SP-11: Ensuring Service Quality While Increasing Revenue February 4, 2009 Daniel Teichman Senior Product Marketing Manager Voice Service Assurance Assuring Performance of Carrier-Class Networks and Enterprise Contact Centers Ensuring Service Quality While Increasing Revenue • • • • • • Service Quality Measurement Getting from Measurement to Monitoring Service Level Agreement (SLA) Benchmarking SLA Reporting VoIP Peering Examples Summary Testing and Monitoring Lifecycle Pre-service lab testing Test service logic and operational functionality Pre-service testing In-service monitoring Field service testing for performance Benchmarking service quality & performance Ensuring ongoing network and service quality Service Quality Measurement • Signaling • Media • Passive and / or Active Methodologies Signaling Quality Measurements • Real-time analysis / reporting of call completion statistics – Post-Dial Delay, Call Attempts, Calls Successfully Completed, Failed Calls, Answer Seize Ratio, Answer Bid Ratio, Network Efficiency Ratio, Call Setup time, Call Disconnect time, Minutes of Use • Real-time analysis / reporting on protocol statistics: – SIP packets, SIP Invites, SIP Errors, SIP 1xx / 2xx/ 3xx etc, SIP Registers, etc. • Per call capture of signaling quality measures, retained storage for diagnostic and analysis purposes Media Quality Measurements • More difficult to capture than signaling quality measures – Includes RTP, as well as DTMF (RFC 2833) and fax (T.38) • Real-time analysis / reporting of packet and call statistics – Packets Received, Lost, Duplicate, OOS – Jitter, Burst; Gap, Mean Opinion Score (MOS) – Instantaneous or Worst point in call as well as Average per call • Per call capture of media quality measures, retained storage for diagnostic and analysis purposes Getting From Measurement to Monitoring • Measurement gives you data – lots of it! • Monitoring create value from measurement data. It gives you information for diagnosis, analysis and reporting • Monitoring enables pro-active behaviors, enhances reactive behaviors • Correlation, data segmentation and automatic notification of service issues are the three keys to success Correlation per Call / Session • Correlate signaling across both trusted and untrusted sides of SBC • Complicated call flows, e.g. SBCs can/will change call Ids • Measure RTP across both trusted and untrusted sides of SBC Data Segmentation • Network-wide assessment is not sufficient for specific SLAs • Data segmentation is a mandatory requirement – Per network segment or component – Per interconnect point – Per customer (typically large enterprise) • Should be part an integral part of the database structure as opposed to a reporting tool – Integration is a must for responsive reporting (when you have million of records to analyze) – Segmentation has to be easy to apply – could have thousands to manage Data Segmentation Example • Data segmentation by “tagging” Call Detail Information • “Tag” assignment by multiple parameters, such as: – – – – Phone number digits (country code) IP address (source and/or destination) SS7 address (originating and/or destination point code) VLAN Id • Combine “tags” to capture multiple “views” of traffic Automatic Notification of Service Level Issues • Pro-active integration with “northbound” Network Management systems • Both network and segmented data based alerts – Network-based addresses internal metrics – Segmentation-based alerts enable isolation to particular interconnect, peering site, or Enterprise • Alerts on both signalling and media metrics, such as: – Call Failure rates exceed 1.0% threshold – Average MOS falls below 3.0 SLA Benchmarking • Done by testing live network conditions – For the network – Per interconnect partner / Enterprise • Done for specific Key Performance Indicators, such as: – Average / Minimum MOS – Average / Maximum Post Dial Delay – Answer Seize Ratio • Should be normative across network if possible SLA Reporting • SLA verification via ongoing monitoring or via periodic or on-demand testing – For the network – Per interconnect partner / Enterprise • Trend analysis indicates potential problems or future areas for re-negotiation VoIP Peering Example 1 • Event: Carrier routing table update process fails to complete properly • Problem: Standard network level alerts will not recognize this problem • What service quality monitoring does: – Identification of abnormal traffic conditions – low call completion rates – Pro-active alert to Network Management System upon threshold violation – Ability to isolate problem to specific peering partner or peering sites • Remediation: Re-routing of traffic to alternate carrier • Net impact: Minimize or avoid customer service disruptions reduce churn minimize revenue loss VoIP Peering Example 2 • Event: SLA compliance dispute between carrier and customer • Problem: Customer believes VoIP quality falls below agreed SLA • What service quality monitoring does: – Analysis and reporting on quality measurements specific to customer – Accommodate multi-site, multi-country reporting – Trend analysis over time • Remediation: Set up periodic capture specific quality metrics from customer sites, using SIP loopback or SIP VQ reporting capabilities • Net impact: Minimize or avoid future customer disputes maximize revenue potential Summary • Service Quality Monitoring is MUCH more than just measurement • Service Quality Monitoring provides the ability to perform SLA verification and reporting • More accurate handling of SLAs means more valuable peer and customer relationships