QoE Monitoring Solution for Voice services
Transcript of QoE Monitoring Solution for Voice services
March 2018
QoE Monitoring Solution
for Voice services
Measuring the QoE Performance & Availability.
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THE WITBE GALAXY
The Witbe Hub is the true backbone of the Witbe Galaxy. The Maestro
handles the dispatch of the different requests and the resources to
the different Robots, while the Central System stores all the data and
information produced by the Robots.
The Witbe Robots are proprietary appliances able to test any service,
from any device, over any network.
They interact with services just like real end-users, and measure the
quality visually & acoustically... Like your customers do.
Their monitoring capabilities include services like Live TV, Web &
Desktop App, VoD, over 3G, 4G, xDSL, OTT...
They also embed proprietary algorithms like the MOS and the
Smartping.
The Customer’s Cockpit gathers two fundamental components.
First, the Workbench, which offers an easy to use administration
platform to create, launch and schedule scenarios and campaigns.
Then, the Portal, which transforms the Witbe Robots’ data into
meaningful / high-level information, and alerts in real-time of any
service degradation.
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› How?
» Witbe robots connected to your voice services like any landline, VoIP or mobile end-users
» Witbe robots execute predefined user tests :
• Give a phone call
• Wait for a phone call and answers to it
› Methodology
» Follow international standards, eg ITU-T : PESQ (ITU P862), Echo (ITU-T G102),…
» Solution with reference signal
END TO END MONITORING FOR VOICE SERVICES
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WITBE TELEPHONY ROBOTS
VoiceRobot 1
Landline
FXS
VoIP CPE
PSTN
VoiceRobot 2
VoIP CPE
Landline
VoIP
Mobile2G/3G/4G
MobileRobot 3
FXS
SIPRobot 4
Ethernet
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› Voice Robot
» Up to 4 lines per robot
» To monitor PSTN Voice services connecting the robot to landlines
» To monitor VoIP services connecting the robot to VoIP CPE(s) or any Analog Terminal Adaptor (using FXS port)
› Mobile Robot
» Up to 8 SIMs per robot
» To Monitor Voice/SMS/Data service on 2G/3G and 4G networks
› SIP Robot
» To monitor VoIP Services connecting the robot directly to a VoIP network (ethernet) without any VoIP device
» Up to 8 SIP sessions in parallel
» G711 protocol supported (without ciphering – no SRTP)
WITBE TELEPHONY ROBOTS
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Availability Performance Quality
» Call Drop
» No dialtone
» Busy line
» Outgoing Call setup error
» Incoming Call not received
» DTMF transmission error
» Post Dialing Delay
» Call Setup time
» MOS-LQON (ITU-T P.862.1, P.862.2)
» Listening Speech Quality Stability: ST-MOS (ETSI 202 765-2)
» Voice artefacts:
• Clipping
• End-to-end delay and variation
• Speech level, noise level, signal degradation
Voice KPIs
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Architecture to Monitor IVR Services
(1) Dial IVR
number(3) Transactions(2) Identication
«client simulation»Call the IVR & interacts with it
IVR
« Telephony - 4 FXS » robot
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Architecture to Monitor a Call Center
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Availability Performance Interactions
» Service availability
» Missing audio messages
» Authentication errors
» Routing issues within menus
» Unexpected hang-ups
» Call Setup Time
» Average speed of answer
» Browsing responsiveness
» Average hold-time
» Announced wait time accuracy
» Percentage of overflow calls
» Compliance with SLAs
» DTMF (Dual-Tone Multi-Frequency)
» Speech synthesis (voice orders via text-to-speech)
» Speech recognition
» Supported languages: Dutch, French, German, Polish, Spanish, US English, UK English…
IVR KPIs
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›General principle
» Bringing a moderator and a guest together on an audio-conferencing bridge
›Solution aims to
» Detect unability to connect to the bridge
» Measure the voice quality between the 2 callers
» Detect unexpected ends of communications
» Measure the echo heard by each caller
Monitoring Audio Conference Services
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›Conference Setup
Audio Conference monitoring synopsis
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›Conversation
Audio Conference monitoring synopsis
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