SIST-V ETSI/EG 202 057-1 V1.3.1:2009
(Main)Speech Processing, Transmission and Quality Aspects (STQ) - User related QoS parameter definitions and measurements - Part 1: General
Speech Processing, Transmission and Quality Aspects (STQ) - User related QoS parameter definitions and measurements - Part 1: General
The present document contains definitions and measurement methods for a range of user perceivable Quality of Service (QoS) parameters. The purpose of these parameters is to define objective and comparable measures of the QoS delivered to users/customers for use by users/customers. The present document applies to any telecommunication service, however, some parameters may have a limited application. The present document is intended to provide a menu from which individual items can be selected. There is no obligation to use any or all of the parameters. The QoS parameters are related primarily to services and service features and not to the technology used to provide the services. Therefore the parameters should be capable of use when the services are provided on new technologies such as IP and ATM or other packet switched technologies as well as on circuit switched technologies. The establishment of target values for QoS is beyond the scope of the present document. The QoS parameters listed in the present document are also not intended to assess the complete QoS of a telecommunication service. The present document provides a set of QoS parameters that covers specific user related QoS aspects rather than a complete list of QoS parameters. This set has been chosen to address areas where monitoring of QoS is likely to be most worthwhile, i.e. the areas that are most likely to be affected by any QoS problems. If stakeholders wish to examine other QoS aspects they are recommended to follow the general approach of the present document - as far as practicable - as a basis for the development of definitions and measurement methods for new specific QoS parameters. The set of QoS parameters is designed to be understood by the users of various telecommunications services. Sub-sets of these parameters can be selected for use in different circumstances. For example a specific parameter might be relevant for many users in some countries or markets but the same parameter might not be of relevance in others. Therefore stakeholders - users, customers, regulators, service providers, network operators and other parties interested in the use of QoS parameters - should decide in co-operation, which parameters and which measures should be used in their particular situation. This decision should take account of:
- The precise purpose for which they will be used.
- The general level of quality achieved by most operators.
- The degree to which the parameters will provide a reliable comparison of performance.
- The cost of measuring and reporting each parameter.
Vidiki obdelave, prenosa in kakovosti govora (STQ) - Definicije in meritve parametrov QoS, ki se nanašajo na uporabnika - 1. del: Splošno
General Information
Buy Standard
Standards Content (Sample)
ETSI EG 202 057-1 V1.3.1 (2008-07)
ETSI Guide
Speech Processing, Transmission and Quality Aspects (STQ);
User related QoS parameter definitions and measurements;
Part 1: General
---------------------- Page: 1 ----------------------
2 ETSI EG 202 057-1 V1.3.1 (2008-07)
Reference
REG/STQ-00101-1
Keywords
QoS, quality, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2008.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI
---------------------- Page: 2 ----------------------
3 ETSI EG 202 057-1 V1.3.1 (2008-07)
Contents
Intellectual Property Rights.5
Foreword.5
1 Scope.7
2 References.7
2.1 Normative references.8
2.2 Informative references.8
3 Definitions and abbreviations.9
3.1 Definitions.9
3.2 Abbreviations.10
4 General considerations .11
4.1 Services covered.11
4.2 Use of the parameters .11
4.3 Reporting for different classes of customers .12
4.4 Non standard levels of QoS.12
4.5 Reporting for directly- and indirectly-serviced customers .12
4.6 Data processing issues.12
4.7 Data collection period .13
4.8 Comparability of measurements.13
4.9 Publication of QoS parameters.13
5 General user-related QoS parameters.13
5.1 Supply time for fixed network access.16
5.1.1 Definition.16
5.1.2 Application.17
5.1.3 Measurement and statistics .17
5.1.4 Further considerations.18
5.2 Supply time for Internet access .18
5.2.1 Definition.18
5.2.2 Application.19
5.2.3 Measurement and statistics .19
5.2.4 Further considerations.19
5.3 Proportion of problems with number portability procedures.19
5.3.1 Definition.19
5.3.2 Application.20
5.3.3 Measurement and statistics .20
5.4 Fault report rate per fixed access lines .20
5.4.1 Definition.20
5.4.2 Application.20
5.4.3 Measurement and statistics .20
5.4.4 Further considerations.21
5.5 Fault repair time for fixed access lines.21
5.5.1 Definition.21
5.5.2 Application.21
5.5.3 Measurement and statistics .21
5.5.4 Further considerations.22
5.6 Response time for operator services.22
5.6.1 Definition.22
5.6.2 Application.22
5.6.3 Measurement and statistics .23
5.6.4 Further considerations.23
5.7 Response time for directory enquiry services.23
5.7.1 Definition.23
5.7.2 Application.23
5.7.3 Measurement and statistics .24
ETSI
---------------------- Page: 3 ----------------------
4 ETSI EG 202 057-1 V1.3.1 (2008-07)
5.7.4 Further considerations.24
5.8 Response time for admin/billing enquiries.24
5.8.1 Definition.24
5.8.2 Application.25
5.8.3 Measurement and statistics .25
5.8.4 Further considerations.25
5.9 Frequency of customer complaints.25
5.9.1 Definition.25
5.9.2 Application.25
5.9.3 Measurement and statistics .26
5.10 Customer complaints resolution time.26
5.10.1 Definition.26
5.10.2 Application.26
5.10.3 Measurement and statistics .26
5.11 Bill correctness complaints.26
5.11.1 Definition.26
5.11.2 Application.27
5.11.3 Measurement and statistics .27
5.11.4 Further considerations.27
5.12 Prepaid account credit correctness complaints .27
5.12.1 Definition.27
5.12.2 Application.28
5.12.3 Measurement and statistics .28
5.13 Bill presentation quality .28
5.13.1 Definition.28
5.13.2 Application.28
5.13.3 Measurement and statistics .28
5.14 Customer relations.29
5.14.1 Definition.29
5.14.2 Application.29
5.14.3 Measurement and statistics .29
5.15 Professionalism of help line .30
5.15.1 Definition.30
5.15.2 Application.30
5.15.3 Measurement and statistics .30
Annex A (informative): Combination of weekly or monthly results.31
Annex B (normative): Further explanation of "fastest X %" .32
Annex C (normative): Method of calculating the number of observations required for
measures of time.33
Annex D (informative): Bibliography.34
History .35
ETSI
---------------------- Page: 4 ----------------------
5 ETSI EG 202 057-1 V1.3.1 (2008-07)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Speech Processing, Transmission and Quality
Aspects (STQ).
The present document is part 1 of a multi-part deliverable covering Speech Processing, Transmission and Quality
Aspects (STQ); User related QoS parameter definitions and measurements, as identified below:
Part 1: "General";
Part 2: "Voice telephony, Group 3 fax, modem data services and SMS";
Part 3: "QoS parameters specific to Public Land Mobile Networks (PLMN)";
Part 4: "Internet access".
EG 202 057-1 (the present document) contains general user related QoS parameter definitions and measurement
methods that can be applied to any service. Additional parts of the present document will contain service specific user
related QoS parameter definitions and measurement methods.
EG 202 057-2 [i.1] contains user related QoS parameter definitions and measurement methods for voice, Group 3 fax,
modem data services and SMS accessed via the public telecommunications network. The data parameters are specified
for the case where an ITU-T Recommendations V.90 [5] and V.92 [6], compliant modem is used since this kind of
modem is in common use.
EG 202 057-3 [i.2] contains user related QoS parameter definitions and measurement methods for public land mobile
networks (PLMN).
EG 202 057-4 [i.3] contains user related QoS parameter definitions and measurement methods specific to Internet
access.
The present document has been written to provide a balanced approach taking into account as far as practicable the
following seven principles:
1) QoS parameters should be easily understood by the public, and be useful and important to them.
2) All network related parameters are applicable at the network termination point (where appropriate).
3) To be as realistic as possible, real traffic rather than test calls should be used as a basis of the measurements,
wherever possible.
4) Parameters should be capable of verification by independent organizations. This verification might be made by
direct measurements or by audit of service provider's measurements.
5) The accuracy of QoS values should be set to a level consistent with measurement methods being as simple as
possible with costs as low as possible.
ETSI
---------------------- Page: 5 ----------------------
6 ETSI EG 202 057-1 V1.3.1 (2008-07)
6) The parameters are designed for both statistical and individual application. The statistical values should be
derived by the application of a simple statistical function to the individual values. The statistical function
should be specified in this multi-part deliverable. This multi-part deliverable should also contain guidelines on
how statistically significant samples should be selected.
7) The statistical functions should be designed so QoS figures from different service providers can be compared
easily by users and in particular consumers.
ETSI
---------------------- Page: 6 ----------------------
7 ETSI EG 202 057-1 V1.3.1 (2008-07)
1 Scope
The present document contains definitions and measurement methods for a range of user perceivable Quality of Service
(QoS) parameters. The purpose of these parameters is to define objective and comparable measures of the QoS
delivered to users/customers for use by users/customers. The present document applies to any telecommunication
service, however, some parameters may have a limited application.
The present document is intended to provide a menu from which individual items can be selected. There is no
obligation to use any or all of the parameters.
The QoS parameters are related primarily to services and service features and not to the technology used to provide the
services. Therefore the parameters should be capable of use when the services are provided on new technologies such as
IP and ATM or other packet switched technologies as well as on circuit switched technologies.
The establishment of target values for QoS is beyond the scope of the present document. The QoS parameters listed in
the present document are also not intended to assess the complete QoS of a telecommunication service. The present
document provides a set of QoS parameters that covers specific user related QoS aspects rather than a complete list of
QoS parameters. This set has been chosen to address areas where monitoring of QoS is likely to be most worthwhile,
i.e. the areas that are most likely to be affected by any QoS problems.
If stakeholders wish to examine other QoS aspects they are recommended to follow the general approach of the present
document - as far as practicable - as a basis for the development of definitions and measurement methods for new
specific QoS parameters.
The set of QoS parameters is designed to be understood by the users of various telecommunications services. Sub-sets
of these parameters can be selected for use in different circumstances. For example a specific parameter might be
relevant for many users in some countries or markets but the same parameter might not be of relevance in others.
Therefore stakeholders - users, customers, regulators, service providers, network operators and other parties interested
in the use of QoS parameters - should decide in co-operation, which parameters and which measures should be used in
their particular situation. This decision should take account of:
• The precise purpose for which they will be used.
• The general level of quality achieved by most operators.
• The degree to which the parameters will provide a reliable comparison of performance.
• The cost of measuring and reporting each parameter.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or non-
specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
ETSI
---------------------- Page: 7 ----------------------
8 ETSI EG 202 057-1 V1.3.1 (2008-07)
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] Directive 98/10/EC of the European Parliament and of the Council of 26 February 1998 on the
application of open network provision (ONP) to voice telephony and on universal service for
telecommunications in a competitive environment.
[2] ITU-T Recommendation E.105: "International telephone service".
[3] ITU-T Recommendation E.800: "Terms and definitions related to quality of service and network
performance including dependability".
[4] ITU-T Recommendation I.210: "Principles of telecommunication services supported by an ISDN
and the means to describe them".
[5] ITU-T Recommendation V.90: "A digital modem and analogue modem pair for use on the Public
Switched Telephone Network (PSTN) at data signalling rates of up to 56 000 bit/s downstream
and up to 33 600 bit/s upstream".
[6] ITU-T Recommendation V.92: "Enhancements to Recommendation V.90".
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 202 057-2: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 2: Voice telephony, Group 3 fax, modem data
services and SMS".
[i.2] ETSI EG 202 057-3: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 3: QoS parameters specific to Public Land
Mobile Networks (PLMN)".
[i.3] ETSI EG 202 057-4: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 4: Internet access".
ETSI
---------------------- Page: 8 ----------------------
9 ETSI EG 202 057-1 V1.3.1 (2008-07)
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
access line: connection from the Network Termination Point (NTP) to the entry point to the local switch or remote
concentrator, whichever is the nearer
NOTE: In many cases this is the main distribution frame.
access network operator: organization that provides the access line
NOTE: In many cases the access network operator will be the direct service provider, but if the line is unbundled,
the direct service provider would be a separate organization.
call by call carrier selection: form of carrier selection where the user dials a carrier access code to indicate which
carrier is to route the call
carrier access code: code that the user may or must dial before the national (significant) number when dialling an
access line in another telecommunications network, so that the call is routed by the carrier of his choice
customer: party that pays for the telecommunication service(s) provided
NOTE: Customers can generally be categorized as business or residential; the definition of business and
residential customers is left to individual service providers. Service providers who receive interconnect
services from other service providers are not considered to be customers for the purpose of the present
document. The term "customer" is equivalent to "subscriber", which is used in Directive 98/10/EC [1].
direct service: service where the service provider that provides the telecommunication service(s) also provides the
access network or rents an unswitched local loop (unbundled local loop) to use for the provision of the service to the
customer
indirect service: service where the service provider that provides the telecommunication service(s) does not provide the
access network but is selected by the customer or user using a form of call by call carrier selection or carrier
preselection
Internet: computer network consisting of a worldwide network of computer networks that use the TCP/IP network
protocols to facilitate data transmission and exchange
Internet access: making available of facilities and/or services for the purpose of providing an access to the public
Internet in order to provide a user with access to services or resources of the Internet
NOTE 1: The Internet access can be separated in two parts, the physical and the logical access.
The physical access provides a connection form the user's premises to, but not including, the POP
(normally a dial-up circuit or broadband link or leased line) whereas the logical access consist o
...
Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
ETSI Guide
Speech Processing, Transmission and Quality Aspects (STQ);
User related QoS parameter definitions and measurements;
Part 1: General
---------------------- Page: 1 ----------------------
2 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
Reference
REG/STQ-00101-1
Keywords
QoS, quality, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
Individual copies of the present document can be downloaded from:
http://www.etsi.org
The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
within ETSI Secretariat.
Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
http://portal.etsi.org/tb/status/status.asp
If you find errors in the present document, please send your comment to one of the following services:
http://portal.etsi.org/chaircor/ETSI_support.asp
Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2008.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI
---------------------- Page: 2 ----------------------
3 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
Contents
Intellectual Property Rights.5
Foreword.5
1 Scope.7
2 References.7
2.1 Normative references.8
2.2 Informative references.8
3 Definitions and abbreviations.9
3.1 Definitions.9
3.2 Abbreviations.10
4 General considerations .11
4.1 Services covered.11
4.2 Use of the parameters .11
4.3 Reporting for different classes of customers .12
4.4 Non standard levels of QoS.12
4.5 Reporting for directly- and indirectly-serviced customers .12
4.6 Data processing issues.12
4.7 Data collection period .13
4.8 Comparability of measurements.13
4.9 Publication of QoS parameters.13
5 General user-related QoS parameters.13
5.1 Supply time for fixed network access.16
5.1.1 Definition.16
5.1.2 Application.17
5.1.3 Measurement and statistics .17
5.1.4 Further considerations.18
5.2 Supply time for Internet access .18
5.2.1 Definition.18
5.2.2 Application.19
5.2.3 Measurement and statistics .19
5.2.4 Further considerations.19
5.3 Proportion of problems with number portability procedures.19
5.3.1 Definition.19
5.3.2 Application.20
5.3.3 Measurement and statistics .20
5.4 Fault report rate per fixed access lines .20
5.4.1 Definition.20
5.4.2 Application.20
5.4.3 Measurement and statistics .20
5.4.4 Further considerations.21
5.5 Fault repair time for fixed access lines.21
5.5.1 Definition.21
5.5.2 Application.21
5.5.3 Measurement and statistics .21
5.5.4 Further considerations.22
5.6 Response time for operator services.22
5.6.1 Definition.22
5.6.2 Application.22
5.6.3 Measurement and statistics .23
5.6.4 Further considerations.23
5.7 Response time for directory enquiry services.23
5.7.1 Definition.23
5.7.2 Application.23
5.7.3 Measurement and statistics .24
ETSI
---------------------- Page: 3 ----------------------
4 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
5.7.4 Further considerations.24
5.8 Response time for admin/billing enquiries.24
5.8.1 Definition.24
5.8.2 Application.25
5.8.3 Measurement and statistics .25
5.8.4 Further considerations.25
5.9 Frequency of customer complaints.25
5.9.1 Definition.25
5.9.2 Application.25
5.9.3 Measurement and statistics .26
5.10 Customer complaints resolution time.26
5.10.1 Definition.26
5.10.2 Application.26
5.10.3 Measurement and statistics .26
5.11 Bill correctness complaints.26
5.11.1 Definition.26
5.11.2 Application.27
5.11.3 Measurement and statistics .27
5.11.4 Further considerations.27
5.12 Prepaid account credit correctness complaints .27
5.12.1 Definition.27
5.12.2 Application.28
5.12.3 Measurement and statistics .28
5.13 Bill presentation quality .28
5.13.1 Definition.28
5.13.2 Application.28
5.13.3 Measurement and statistics .28
5.14 Customer relations.29
5.14.1 Definition.29
5.14.2 Application.29
5.14.3 Measurement and statistics .29
5.15 Professionalism of help line .30
5.15.1 Definition.30
5.15.2 Application.30
5.15.3 Measurement and statistics .30
Annex A (informative): Combination of weekly or monthly results.31
Annex B (normative): Further explanation of "fastest X %" .32
Annex C (normative): Method of calculating the number of observations required for
measures of time.33
Annex D (informative): Bibliography.34
History .35
ETSI
---------------------- Page: 4 ----------------------
5 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Speech Processing, Transmission and Quality
Aspects (STQ), and is now submitted for the ETSI standards Membership Approval Procedure.
The present document is part 1 of a multi-part deliverable covering Speech Processing, Transmission and Quality
Aspects (STQ); User related QoS parameter definitions and measurements, as identified below:
Part 1: "General";
Part 2: "Voice telephony, Group 3 fax, modem data services and SMS";
Part 3: "QoS parameters specific to Public Land Mobile Networks (PLMN)";
Part 4: "Internet access".
EG 202 057-1 (the present document) contains general user related QoS parameter definitions and measurement
methods that can be applied to any service. Additional parts of the present document will contain service specific user
related QoS parameter definitions and measurement methods.
EG 202 057-2 [7] contains user related QoS parameter definitions and measurement methods for voice, Group 3 fax,
modem data services and SMS accessed via the public telecommunications network. The data parameters are specified
for the case where an ITU-T Recommendations V.90 [5] and V.92 [6], compliant modem is used since this kind of
modem is in common use.
EG 202 057-3 [8] contains user related QoS parameter definitions and measurement methods for public land mobile
networks (PLMN).
EG 202 057-4 [9] contains user related QoS parameter definitions and measurement methods specific to Internet access.
The present document has been written to provide a balanced approach taking into account as far as practicable the
following seven principles:
1) QoS parameters should be easily understood by the public, and be useful and important to them.
2) All network related parameters are applicable at the network termination point (where appropriate).
3) To be as realistic as possible, real traffic rather than test calls should be used as a basis of the measurements,
wherever possible.
4) Parameters should be capable of verification by independent organizations. This verification might be made by
direct measurements or by audit of service provider's measurements.
5) The accuracy of QoS values should be set to a level consistent with measurement methods being as simple as
possible with costs as low as possible.
6) The parameters are designed for both statistical and individual application. The statistical values should be
derived by the application of a simple statistical function to the individual values. The statistical function
should be specified in this multi-part deliverable. This multi-part deliverable should also contain guidelines on
how statistically significant samples should be selected.
ETSI
---------------------- Page: 5 ----------------------
6 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
7) The statistical functions should be designed so QoS figures from different service providers can be compared
easily by users and in particular consumers.
ETSI
---------------------- Page: 6 ----------------------
7 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
1 Scope
The present document contains definitions and measurement methods for a range of user perceivable Quality of Service
(QoS) parameters. The purpose of these parameters is to define objective and comparable measures of the QoS
delivered to users/customers for use by users/customers. The present document applies to any telecommunication
service, however, some parameters may have a limited application.
The present document is intended to provide a menu from which individual items can be selected. There is no
obligation to use any or all of the parameters.
The QoS parameters are related primarily to services and service features and not to the technology used to provide the
services. Therefore the parameters should be capable of use when the services are provided on new technologies such as
IP and ATM or other packet switched technologies as well as on circuit switched technologies.
The establishment of target values for QoS is beyond the scope of the present document. The QoS parameters listed in
the present document are also not intended to assess the complete QoS of a telecommunication service. The present
document provides a set of QoS parameters that covers specific user related QoS aspects rather than a complete list of
QoS parameters. This set has been chosen to address areas where monitoring of QoS is likely to be most worthwhile,
i.e. the areas that are most likely to be affected by any QoS problems.
If stakeholders wish to examine other QoS aspects they are recommended to follow the general approach of the present
document - as far as practicable - as a basis for the development of definitions and measurement methods for new
specific QoS parameters.
The set of QoS parameters is designed to be understood by the users of various telecommunications services. Sub-sets
of these parameters can be selected for use in different circumstances. For example a specific parameter might be
relevant for many users in some countries or markets but the same parameter might not be of relevance in others.
Therefore stakeholders - users, customers, regulators, service providers, network operators and other parties interested
in the use of QoS parameters - should decide in co-operation, which parameters and which measures should be used in
their particular situation. This decision should take account of:
• The precise purpose for which they will be used.
• The general level of quality achieved by most operators.
• The degree to which the parameters will provide a reliable comparison of performance.
• The cost of measuring and reporting each parameter.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or non-
specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
ETSI
---------------------- Page: 7 ----------------------
8 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] Directive 98/10/EC of the European Parliament and of the Council of 26 February 1998 on the
application of open network provision (ONP) to voice telephony and on universal service for
telecommunications in a competitive environment.
[2] ITU-T Recommendation E.105: "International telephone service".
[3] ITU-T Recommendation E.800: "Terms and definitions related to quality of service and network
performance including dependability".
[4] ITU-T Recommendation I.210: "Principles of telecommunication services supported by an ISDN
and the means to describe them".
[5] ITU-T Recommendation V.90: "A digital modem and analogue modem pair for use on the Public
Switched Telephone Network (PSTN) at data signalling rates of up to 56 000 bit/s downstream
and up to 33 600 bit/s upstream".
[6] ITU-T Recommendation V.92: "Enhancements to Recommendation V.90".
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[7] ETSI EG 202 057-2: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 2: Voice telephony, Group 3 fax, modem data
services and SMS".
[8] ETSI EG 202 057-3: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 3: QoS parameters specific to Public Land
Mobile Networks (PLMN)".
[9] ETSI EG 202 057-4: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 4: Internet access".
ETSI
---------------------- Page: 8 ----------------------
9 Final draft ETSI EG 202 057-1 V1.3.0 (2008-05)
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
access line: connection from the Network Termination Point (NTP) to the entry point to the local switch or remote
concentrator, whichever is the nearer
NOTE: In many cases this is the main distribution frame.
access network operator: organization that provides the access line
NOTE: In many cases the access network operator will be the direct service provider, but if the line is unbundled,
the direct service provider would be a separate organization.
call by call carrier selection: form of carrier selection where the user dials a carrier access code to indicate which
carrier is to route the call
carrier access code: code that the user may or must dial before the national (significant) number when dialling an
access line in another telecommunications network, so that the call is routed by the carrier of his choice
customer: party that pays for the telecommunication service(s) provided
NOTE: Customers can generally be categorized as business or residential; the definition of business and
residential customers is left to individual service providers. Service providers who receive interconnect
services from other service providers are not considered to be customers for the purpose of the present
document. The term "customer" is equivalent to "subscriber", which is used in Directive 98/10/EC [1].
direct service: service where the service provider that provides the telecommunication service(s) also provides the
access network or rents an unswitched local loop (unbundled local loop) to use for the provision of the service to the
customer
indirect service: service where the service provider that provides the telecommunication service(s) does not provide the
access network but is selected by the customer or user using a form of call by call carrier selection or carrier
preselection
Internet: computer network consisting of a worldwide network of computer networks that use the TCP/IP network
protocols to facilitate data transmission and exchange
Internet access: making available of facilities and/or services for the purpose of providing an access to the public
Internet in order to provide a user with access to services or resources of the Internet
NOTE 1: The Internet access can be separated in two parts, the physical and the logical access.
The physical access provi
...
SLOVENSKI STANDARD
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
01-april-2009
Vidiki obdelave, prenosa in kakovosti govora (STQ) - Definicije in meritve
parametrov QoS, ki se nanašajo na uporabnika - 1. del: Splošno
Speech Processing, Transmission and Quality Aspects (STQ) - User related QoS
parameter definitions and measurements - Part 1: General
Ta slovenski standard je istoveten z: EG 202 057-1 Version 1.3.1
ICS:
33.040.35 Telefonska omrežja Telephone networks
SIST-V ETSI/EG 202 057-1 V1.3.1:2009 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
---------------------- Page: 1 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
---------------------- Page: 2 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
ETSI EG 202 057-1 V1.3.1 (2008-07)
ETSI Guide
Speech Processing, Transmission and Quality Aspects (STQ);
User related QoS parameter definitions and measurements;
Part 1: General
---------------------- Page: 3 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
2 ETSI EG 202 057-1 V1.3.1 (2008-07)
Reference
REG/STQ-00101-1
Keywords
QoS, quality, user
ETSI
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Important notice
Individual copies of the present document can be downloaded from:
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The present document may be made available in more than one electronic version or in print. In any case of existing or
perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF).
In case of dispute, the reference shall be the printing on ETSI printers of the PDF version kept on a specific network drive
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Users of the present document should be aware that the document may be subject to revision or change of status.
Information on the current status of this and other ETSI documents is available at
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If you find errors in the present document, please send your comment to one of the following services:
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Copyright Notification
No part may be reproduced except as authorized by written permission.
The copyright and the foregoing restriction extend to reproduction in all media.
© European Telecommunications Standards Institute 2008.
All rights reserved.
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DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
ETSI
---------------------- Page: 4 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
3 ETSI EG 202 057-1 V1.3.1 (2008-07)
Contents
Intellectual Property Rights.5
Foreword.5
1 Scope.7
2 References.7
2.1 Normative references.8
2.2 Informative references.8
3 Definitions and abbreviations.9
3.1 Definitions.9
3.2 Abbreviations.10
4 General considerations .11
4.1 Services covered.11
4.2 Use of the parameters .11
4.3 Reporting for different classes of customers .12
4.4 Non standard levels of QoS.12
4.5 Reporting for directly- and indirectly-serviced customers .12
4.6 Data processing issues.12
4.7 Data collection period .13
4.8 Comparability of measurements.13
4.9 Publication of QoS parameters.13
5 General user-related QoS parameters.13
5.1 Supply time for fixed network access.16
5.1.1 Definition.16
5.1.2 Application.17
5.1.3 Measurement and statistics .17
5.1.4 Further considerations.18
5.2 Supply time for Internet access .18
5.2.1 Definition.18
5.2.2 Application.19
5.2.3 Measurement and statistics .19
5.2.4 Further considerations.19
5.3 Proportion of problems with number portability procedures.19
5.3.1 Definition.19
5.3.2 Application.20
5.3.3 Measurement and statistics .20
5.4 Fault report rate per fixed access lines .20
5.4.1 Definition.20
5.4.2 Application.20
5.4.3 Measurement and statistics .20
5.4.4 Further considerations.21
5.5 Fault repair time for fixed access lines.21
5.5.1 Definition.21
5.5.2 Application.21
5.5.3 Measurement and statistics .21
5.5.4 Further considerations.22
5.6 Response time for operator services.22
5.6.1 Definition.22
5.6.2 Application.22
5.6.3 Measurement and statistics .23
5.6.4 Further considerations.23
5.7 Response time for directory enquiry services.23
5.7.1 Definition.23
5.7.2 Application.23
5.7.3 Measurement and statistics .24
ETSI
---------------------- Page: 5 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
4 ETSI EG 202 057-1 V1.3.1 (2008-07)
5.7.4 Further considerations.24
5.8 Response time for admin/billing enquiries.24
5.8.1 Definition.24
5.8.2 Application.25
5.8.3 Measurement and statistics .25
5.8.4 Further considerations.25
5.9 Frequency of customer complaints.25
5.9.1 Definition.25
5.9.2 Application.25
5.9.3 Measurement and statistics .26
5.10 Customer complaints resolution time.26
5.10.1 Definition.26
5.10.2 Application.26
5.10.3 Measurement and statistics .26
5.11 Bill correctness complaints.26
5.11.1 Definition.26
5.11.2 Application.27
5.11.3 Measurement and statistics .27
5.11.4 Further considerations.27
5.12 Prepaid account credit correctness complaints .27
5.12.1 Definition.27
5.12.2 Application.28
5.12.3 Measurement and statistics .28
5.13 Bill presentation quality .28
5.13.1 Definition.28
5.13.2 Application.28
5.13.3 Measurement and statistics .28
5.14 Customer relations.29
5.14.1 Definition.29
5.14.2 Application.29
5.14.3 Measurement and statistics .29
5.15 Professionalism of help line .30
5.15.1 Definition.30
5.15.2 Application.30
5.15.3 Measurement and statistics .30
Annex A (informative): Combination of weekly or monthly results.31
Annex B (normative): Further explanation of "fastest X %" .32
Annex C (normative): Method of calculating the number of observations required for
measures of time.33
Annex D (informative): Bibliography.34
History .35
ETSI
---------------------- Page: 6 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
5 ETSI EG 202 057-1 V1.3.1 (2008-07)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Speech Processing, Transmission and Quality
Aspects (STQ).
The present document is part 1 of a multi-part deliverable covering Speech Processing, Transmission and Quality
Aspects (STQ); User related QoS parameter definitions and measurements, as identified below:
Part 1: "General";
Part 2: "Voice telephony, Group 3 fax, modem data services and SMS";
Part 3: "QoS parameters specific to Public Land Mobile Networks (PLMN)";
Part 4: "Internet access".
EG 202 057-1 (the present document) contains general user related QoS parameter definitions and measurement
methods that can be applied to any service. Additional parts of the present document will contain service specific user
related QoS parameter definitions and measurement methods.
EG 202 057-2 [i.1] contains user related QoS parameter definitions and measurement methods for voice, Group 3 fax,
modem data services and SMS accessed via the public telecommunications network. The data parameters are specified
for the case where an ITU-T Recommendations V.90 [5] and V.92 [6], compliant modem is used since this kind of
modem is in common use.
EG 202 057-3 [i.2] contains user related QoS parameter definitions and measurement methods for public land mobile
networks (PLMN).
EG 202 057-4 [i.3] contains user related QoS parameter definitions and measurement methods specific to Internet
access.
The present document has been written to provide a balanced approach taking into account as far as practicable the
following seven principles:
1) QoS parameters should be easily understood by the public, and be useful and important to them.
2) All network related parameters are applicable at the network termination point (where appropriate).
3) To be as realistic as possible, real traffic rather than test calls should be used as a basis of the measurements,
wherever possible.
4) Parameters should be capable of verification by independent organizations. This verification might be made by
direct measurements or by audit of service provider's measurements.
5) The accuracy of QoS values should be set to a level consistent with measurement methods being as simple as
possible with costs as low as possible.
ETSI
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SIST-V ETSI/EG 202 057-1 V1.3.1:2009
6 ETSI EG 202 057-1 V1.3.1 (2008-07)
6) The parameters are designed for both statistical and individual application. The statistical values should be
derived by the application of a simple statistical function to the individual values. The statistical function
should be specified in this multi-part deliverable. This multi-part deliverable should also contain guidelines on
how statistically significant samples should be selected.
7) The statistical functions should be designed so QoS figures from different service providers can be compared
easily by users and in particular consumers.
ETSI
---------------------- Page: 8 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
7 ETSI EG 202 057-1 V1.3.1 (2008-07)
1 Scope
The present document contains definitions and measurement methods for a range of user perceivable Quality of Service
(QoS) parameters. The purpose of these parameters is to define objective and comparable measures of the QoS
delivered to users/customers for use by users/customers. The present document applies to any telecommunication
service, however, some parameters may have a limited application.
The present document is intended to provide a menu from which individual items can be selected. There is no
obligation to use any or all of the parameters.
The QoS parameters are related primarily to services and service features and not to the technology used to provide the
services. Therefore the parameters should be capable of use when the services are provided on new technologies such as
IP and ATM or other packet switched technologies as well as on circuit switched technologies.
The establishment of target values for QoS is beyond the scope of the present document. The QoS parameters listed in
the present document are also not intended to assess the complete QoS of a telecommunication service. The present
document provides a set of QoS parameters that covers specific user related QoS aspects rather than a complete list of
QoS parameters. This set has been chosen to address areas where monitoring of QoS is likely to be most worthwhile,
i.e. the areas that are most likely to be affected by any QoS problems.
If stakeholders wish to examine other QoS aspects they are recommended to follow the general approach of the present
document - as far as practicable - as a basis for the development of definitions and measurement methods for new
specific QoS parameters.
The set of QoS parameters is designed to be understood by the users of various telecommunications services. Sub-sets
of these parameters can be selected for use in different circumstances. For example a specific parameter might be
relevant for many users in some countries or markets but the same parameter might not be of relevance in others.
Therefore stakeholders - users, customers, regulators, service providers, network operators and other parties interested
in the use of QoS parameters - should decide in co-operation, which parameters and which measures should be used in
their particular situation. This decision should take account of:
• The precise purpose for which they will be used.
• The general level of quality achieved by most operators.
• The degree to which the parameters will provide a reliable comparison of performance.
• The cost of measuring and reporting each parameter.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or non-
specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
ETSI
---------------------- Page: 9 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
8 ETSI EG 202 057-1 V1.3.1 (2008-07)
For online referenced documents, information sufficient to identify and locate the source shall be provided. Preferably,
the primary source of the referenced document should be cited, in order to ensure traceability. Furthermore, the
reference should, as far as possible, remain valid for the expected life of the document. The reference shall include the
method of access to the referenced document and the full network address, with the same punctuation and use of upper
case and lower case letters.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
[1] Directive 98/10/EC of the European Parliament and of the Council of 26 February 1998 on the
application of open network provision (ONP) to voice telephony and on universal service for
telecommunications in a competitive environment.
[2] ITU-T Recommendation E.105: "International telephone service".
[3] ITU-T Recommendation E.800: "Terms and definitions related to quality of service and network
performance including dependability".
[4] ITU-T Recommendation I.210: "Principles of telecommunication services supported by an ISDN
and the means to describe them".
[5] ITU-T Recommendation V.90: "A digital modem and analogue modem pair for use on the Public
Switched Telephone Network (PSTN) at data signalling rates of up to 56 000 bit/s downstream
and up to 33 600 bit/s upstream".
[6] ITU-T Recommendation V.92: "Enhancements to Recommendation V.90".
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 202 057-2: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 2: Voice telephony, Group 3 fax, modem data
services and SMS".
[i.2] ETSI EG 202 057-3: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 3: QoS parameters specific to Public Land
Mobile Networks (PLMN)".
[i.3] ETSI EG 202 057-4: "Speech Processing, Transmission and Quality Aspects (STQ); User related
QoS parameter definitions and measurements; Part 4: Internet access".
ETSI
---------------------- Page: 10 ----------------------
SIST-V ETSI/EG 202 057-1 V1.3.1:2009
9 ETSI EG 202 057-1 V1.3.1 (2008-07)
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
access line: connection from the Network Termination Point (NTP) to the entry point to the local switch or remote
concentrator, whichever is the nearer
NOTE: In many cases this is the main distribution frame.
access network operator: organization that provides the access line
NOTE: In many cases the access network operator will be the direct service provider, but if the line is unbundled,
the direct service provider would be a separate organization.
call by call carrier selection: form of carrier selection where the user dials a carrier access code to indicate which
carrier is to route the call
carrier access code: code that the user may or must dial before the national (significant) number when dialling an
access line in another telecommunications network, so that the call is routed by the carrier of his choice
customer: party that pays for the telecommunication service(s) provided
NOTE: Customers can generally be categorized as business or residential; the definition of business and
residential customers is left to individual service providers. Service providers who receive interconnect
services from other service providers are not considered to be customers for the purpose of the present
document. The term "customer" is equivalent to "subscriber", which is used in Directive 98/10/EC [1].
direct service: service where t
...
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