Speech Processing, Transmission and Quality Aspects (STQ) - QoS parameter definitions and measurements - Parameters for voice telephony service required under the ONP Voice Telephony Directive 98/10/EC

The present document contains harmonized definitions and measurement methods for a range of user perceivable Quality of Service (QoS) parameters for the voice telephony service. The set of parameters have been produced in response to the ONP Voice Telephony Directive 98/10/EC. The present document addresses the parameters listed in annex 3 of the Directive.The purpose of these parameters is to define objective and comparable measures of the QoS delivered to
users/customers for use by NRAs as set out in the Directive. The establishment of target values for QoS is beyond the scope of the present document. The Quality of Service parameters apply to the services governed by the Voice Telephony Directive (98/10/EC [1]), i.e. fixed public telephone services, irrespective of the network technology chosen by the service provider, e.g. PSTN,
ISDN or other technology, and the destination of the call. The parameters specified apply to fixed public telephony services irrespective of whether supplementary services are offered, subscribed to or invoked for a particular call. Annex E provides a proforma for the provision of statistics to an NRA.

Vidiki obdelave govora, prenosa in kakovosti (STQ) - Definicije in meritve parametrov kakovosti storitev (QoS) - Parametri za storitve govorne telefonije, ki jih zahteva direktiva 98/10/ES o zagotavljanju odprtosti omrežij pri govorni telefoniji

General Information

Status
Published
Publication Date
10-Sep-2007
Technical Committee
Current Stage
6060 - National Implementation/Publication (Adopted Project)
Start Date
10-Sep-2007
Due Date
15-Nov-2007
Completion Date
11-Sep-2007

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SLOVENSKI STANDARD
SIST-V ETSI/EG 201 769 V1.1.2:2007
01-oktober-2007
Vidiki obdelave govora, prenosa in kakovosti (STQ) - Definicije in meritve

parametrov kakovosti storitev (QoS) - Parametri za storitve govorne telefonije, ki

jih zahteva direktiva 98/10/ES o zagotavljanju odprtosti omrežij pri govorni
telefoniji
Speech Processing, Transmission and Quality Aspects (STQ) - QoS parameter

definitions and measurements - Parameters for voice telephony service required under

the ONP Voice Telephony Directive 98/10/EC
Ta slovenski standard je istoveten z: EG 201 769 Version 1.1.2
ICS:
33.040.20 Prenosni sistem Transmission systems
SIST-V ETSI/EG 201 769 V1.1.2:2007 en

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-V ETSI/EG 201 769 V1.1.2:2007
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SIST-V ETSI/EG 201 769 V1.1.2:2007
ETSI EG 201 769 V1.1.2 (2000-10)
ETSI Guide
Speech Processing, Transmission & Quality Aspects (STQ);
QoS parameter definitions and measurements;
Parameters for voice telephony service required
under the ONP Voice Telephony Directive 98/10/EC
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SIST-V ETSI/EG 201 769 V1.1.2:2007
2 ETSI EG 201 769 V1.1.2 (2000-10)
Reference
REG/STQ-00014-1
Keywords
ONP, quality, service, telephony, voice
ETSI
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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 2000.
All rights reserved.
ETSI
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SIST-V ETSI/EG 201 769 V1.1.2:2007
3 ETSI EG 201 769 V1.1.2 (2000-10)
Contents

Intellectual Property Rights................................................................................................................................5

Foreword.............................................................................................................................................................5

1 Scope ........................................................................................................................................................6

2 References ................................................................................................................................................6

3 Definitions and abbreviations...................................................................................................................6

3.1 Definitions..........................................................................................................................................................6

3.2 Abbreviations .....................................................................................................................................................8

4 General considerations .............................................................................................................................8

4.1 Services covered.................................................................................................................................................8

4.2 Reporting for different classes of customers ......................................................................................................8

4.3 Non standard levels of QoS................................................................................................................................8

4.4 Reporting for directly- and indirectly-serviced customers .................................................................................8

4.5 Data processing issues........................................................................................................................................9

4.6 Data collection period ........................................................................................................................................9

4.7 Sampling and test calls .......................................................................................................................................9

5 QoS parameters ......................................................................................................................................10

5.1 Supply time for initial connection ....................................................................................................................11

5.1.1 Definition....................................................................................................................................................11

5.1.2 Measurement and statistics .........................................................................................................................12

5.1.3 Further considerations.................................................................................................................................12

5.2 Faults rate per access line.................................................................................................................................13

5.2.1 Definition....................................................................................................................................................13

5.2.2 Measurement and statistics .........................................................................................................................13

5.3 Fault repair time ...............................................................................................................................................13

5.3.1 Definition....................................................................................................................................................13

5.3.2 Measurement and statistics .........................................................................................................................14

5.3.3 Further considerations.................................................................................................................................14

5.4 Unsuccessful call ratio......................................................................................................................................15

5.4.1 Definition....................................................................................................................................................15

5.4.2 Measurement and statistics .........................................................................................................................15

5.5 Call set up time.................................................................................................................................................16

5.5.1 Definition....................................................................................................................................................16

5.5.2 Measurement and statistics .........................................................................................................................16

5.6 Response times for operator services ...............................................................................................................18

5.6.1 Definition....................................................................................................................................................18

5.6.2 Measurement and statistics .........................................................................................................................18

5.6.3 Further considerations.................................................................................................................................18

5.7 Response times for directory enquiry services .................................................................................................18

5.7.1 Definition....................................................................................................................................................18

5.7.2 Measurement and statistics .........................................................................................................................19

5.7.3 Further considerations.................................................................................................................................19

5.8 Proportion of card and coin operated public pay-telephones in working order................................................19

5.8.1 Definition....................................................................................................................................................19

5.8.2 Measurement and statistics .........................................................................................................................19

5.9 Bill correctness complaints...............................................................................................................................20

5.9.1 Definition....................................................................................................................................................20

5.9.2 Measurement and statistics .........................................................................................................................20

ETSI
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SIST-V ETSI/EG 201 769 V1.1.2:2007
4 ETSI EG 201 769 V1.1.2 (2000-10)

Annex A (normative): Combination of weekly or monthly results..................................................21

Annex B (normative): Further explanation of "fastest X %" .........................................................22

Annex C (normative): Relationship between the accuracy of the estimator of the

unsuccessful call ratio and the number of calls to be observed .................23

Annex D (normative): Method of calculating the number of observations required for

measures of time.............................................................................................24

Annex E (normative): Proforma for providing statistics .................................................................25

History ..............................................................................................................................................................27

ETSI
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SIST-V ETSI/EG 201 769 V1.1.2:2007
5 ETSI EG 201 769 V1.1.2 (2000-10)
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://www.etsi.org/ipr).

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 has taken into account as far as practicable the following principles which have been endorsed by

the ONP Committee:

1) ONP QoS parameters should be easily understood by the public, and be useful and important to them.

2) All parameters are applicable at the network termination point.

3) Where measurements are possible they should be made on the customer's premises, using in-service lines.

NOTE: Literally principles 2 and 3 imply that all measurements are to be carried out at the NTP, which would

require co-operation by users, and be excessively intrusive as would require many visits to the premises

of users. Measurements at the subscriber side of the local exchange (e.g. at the MDF or other possible

connection point/distribution frame in the access network) generally give an adequate representation of

the quality that would be perceived at the NTP for the parameters defined in the present document, and so

this approach is used because it is more practicable and meets the underlying objectives of these

principles.

4) To be as realistic as possible, real traffic rather than test calls should be used as a basis of the measurements,

wherever possible.

5) 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.

6) 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.

7) 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 the standard. The standard should also contain guidelines on how statistically significant samples

should be selected.

8) The statistical functions should be designed so QoS figures from different service providers can be compared

easily by users and in particular consumers.

In addition, several measures have been re-designed (compared to version 1) to identify more transparently the service

experienced by the user and to ensure that changes to that service are reflected more accurately in the measurements.

An example is the change from measuring supply time and fault repair in working days/hours to measuring in calendar

days/hours (elapsed time).
ETSI
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SIST-V ETSI/EG 201 769 V1.1.2:2007
6 ETSI EG 201 769 V1.1.2 (2000-10)
1 Scope

The present document contains harmonized definitions and measurement methods for a range of user perceivable

Quality of Service (QoS) parameters for the voice telephony service. The set of parameters have been produced in

response to the ONP Voice Telephony Directive 98/10/EC. The present document addresses the parameters listed in

annex 3 of the Directive.

The purpose of these parameters is to define objective and comparable measures of the QoS delivered to

users/customers for use by NRAs as set out in the Directive. The establishment of target values for QoS is beyond the

scope of the present document.

The Quality of Service parameters apply to the services governed by the Voice Telephony Directive (98/10/EC [1]),

i.e. fixed public telephone services, irrespective of the network technology chosen by the service provider, e.g. PSTN,

ISDN or other technology, and the destination of the call.

The parameters specified apply to fixed public telephony services irrespective of whether supplementary services are

offered, subscribed to or invoked for a particular call.
Annex E provides a proforma for the provision of statistics to an NRA.
2 References

The following documents contain provisions which, through reference in this text, constitute provisions of the present

document.

• References are either specific (identified by date of publication, edition number, version number, etc.) or

non-specific.
• For a specific reference, subsequent revisions do not apply.
• For a non-specific reference, the latest version 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] Directive 97/51/EC of the European Parliament and of the Council of 6 October 1997 amending

Council Directives 90/387/EEC and 92/44/EEC for the purpose of adaptation to a competitive

environment in telecommunications.

[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] Directive 90/387/EC of the European Parliament and of the Council on harmonized conditions of

access to public networks and service.
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 to the entry point to the local switch or remote

concentrator, whichever is the nearer. In many cases this is the main distribution frame

ETSI
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7 ETSI EG 201 769 V1.1.2 (2000-10)

access network operator: organization that provides the access line. 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

customer: party that pays for the telecommunication service(s) provided. 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]. "Customer" is the more modern term

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

fixed public telephony service: service where the call originates on a fixed public telephone network irrespective of its

destination. This service may include access to emergency services, the provision of operator assistance, directory

services, provision of public payphones, provision of service under special terms and/or provision of special facilities

for customers with disabilities or with special social needs, as set out in this Directive, but does not include value added

services provided over the public telephone network. (Second part copied from Directive 98/10/EC [1])

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 carrier selection

network operator: organization that provides a network for the provision of a public telecommunication service. If the

same organization also offers services it also becomes a service provider

network termination point: physical point at which a user is provided with access to a public telecommunications

network. The locations of network termination points shall be defined by the national regulatory authority and shall

represent a boundary, for regulatory purposes, of the public telecommunications network; (Copied from Directive

97/51/EC [2] which amended the original ONP Directive 90/387/EC [5])

ported number: subscriber number (directory number) where the location of the NTP and/or the identity of the service

provider has changed after the number was originally allocated

public pay-telephone: telephone available to the general public, for the use of which the means of payment are coins

and/or credit/debit cards and/or pre-payment cards (copied from Directive 98/10/EC [1])

NOTE 1: This definition excludes courtesy telephones whose outgoing call capabilities are strictly limited and

where no charges are normally made.

quality of service: collective effect of service performance which determines the degree of satisfaction of a user of the

service. (Taken from ITU-T Recommendation E.800 [3])

service provider: organization that offers a telecommunication service to the customer and/or user. A service provider

need not be a network operator

NOTE 2: A service provider that is subject to the requirements of the ONP Voice Telephony Directive will in most

cases also be a network operator.

supplementary service: additional service that modifies or supplements a basic telecommunication service.

Consequently, it cannot be offered to a customer as a stand-alone service; it has to be offered in association with a basic

telecommunication service. The same supplementary service may be common to a number of basic telecommunication

services. See ITU-T Recommendation I.210 [4]

user: individuals, including consumers, or organizations using or requesting publicly available telecommunications

services. (Copied from Directive 98/10/EC [1])

voice telephony service: service available to the public for the commercial provision of direct transport of real-time

speech via the public switched network or networks such that any user can use equipment connected to a network

termination point at a fixed location to communicate with another user of equipment connected to another termination

point. (Copied from Directive 98/10/EC [1])
ETSI
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8 ETSI EG 201 769 V1.1.2 (2000-10)
3.2 Abbreviations
For the purposes of the present document the following abbreviations apply:
CLI Calling Line Identity

CPE Customer Premises Equipment (controlled and normally provided by the customer)

ISDN Integrated Services Digital Network
MDF Main Distribution Frame
n/a not applicable
NRA National Regulatory Authority
NTP Network Termination Point
ONP Open Network Provision
PSTN Public Switched Telephone Network
QoS Quality of Service
4 General considerations
4.1 Services covered

The parameters specified apply to fixed public telephony services irrespective of whether supplementary services are

offered, subscribed to or invoked for a particular call. The parameters do not apply to the quality of supplementary

services themselves.

The parameters are end-user / customer and end-to-end orientated and are not intended to address the quality of

interconnect services explicitly. Any dependence on interconnect services is included implicitly in the measures of QoS

provided to the end user.

In many cases the provider of the voice telephony service to the customer may depend on other providers for part of the

service. An example is an international call where several service providers are normally involved. In such cases the

provider of the service to the customer is responsible for all elements for which it receives payment from the customer.

In order to provide satisfactory QoS, this service provider will need to ensure that adequate QoS is provided by the

other interconnected service providers. QoS figures for the responsible service provider will reflect both its own

capability and that of the interconnected service providers.

The parameters apply to all fixed voice telephony services irrespective of the network technology chosen by the service

provider, e.g. PSTN, ISDN or other technology, and the destination of the call. Service providers should include in their

measurements calls to numbers served by mobile networks and calls to international destinations, however for some

parameters separate measures are required for national and international destinations.

4.2 Reporting for different classes of customers

For each parameter, service providers should provide statistics aggregated over all classes of customer. In addition to

the provision of aggregated information, service providers who distinguish between different classes, e.g. residential

and business, may provide separate statistics, but they are not required to do so.

4.3 Non standard levels of QoS

Statistics provided should apply only to the standard level of QoS for each parameter. Cases where customers choose to

pay more for enhanced or less for lower QoS should be excluded.
4.4 Reporting for directly- and indirectly-serviced customers

The principle used is that the service provider who charges the customer should be responsible for the quality of the

service and for providing QoS statistics relevant to the service provided. Thus, in the case of carrier selection, the

indirect service provider has the responsibility for QoS and provision of QoS statistics when it is selected to carry a call.

For each parameter in clause 5 a statement is made on whether it is applicable to indirect services.

ETSI
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9 ETSI EG 201 769 V1.1.2 (2000-10)

Some service providers provide both direct and indirect services. Where there are likely to be significantly different

levels of performance for these two service types, separate reporting is required for each service type, otherwise only a

single combined statistic needs to be reported.

The treatment of direct and indirect services is summarized in the last column of table 1.

NOTE: Where only a combined statistic for both types of service is specified, separate statistics for each service

type may be provided in addition if the service provider wishes to do so.
4.5 Data processing issues

Where the measures are based on all actual occurrences rather than samples, service providers may prefer to process

data on a weekly or monthly basis, discard the detailed data and use a statistical method such as that specified in

annexes A and B for combining the weekly or monthly results. Whether or not this approach may be used should be

agreed with the NRA concerned.

For several parameters the statistic required is "the time by which the fastest X % is ...". This statistic is explained in

annex B.

Service providers should agree with the NRA how instances of data loss, corruption or incompleteness should be

handled.

In some cases disasters, freak weather, etc. may distort measured QoS figures. Such occurrences may not necessarily

damage a network, but could degrade QoS by inducing exceptional traffic levels etc. In these cases, service providers

should provide the measured QoS and may additionally provide a second figure which excludes the effects of the

exceptional circumstances. A note clearly explaining the difference should also be provided. Service providers covering

large geographical areas are likely to be more prone to these effects than service providers serving smaller areas. The

effect on the reported QoS of a service provider covering a small area is likely to be more severe, however, should such

an event occur.
4.6 Data collection period

QoS data should be collected and calculated on a quarterly basis starting 1 January, 1 April etc.

NOTE: Reporting and publication arrangements are not specified in the Directive and would normally be decided

by the NRA.
4.7 Sampling and test calls

Where sampling and test calls are used the approach should ensure that the results adequately reflect the QoS perceived

by customers for the period under review.
ETSI
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10 ETSI EG 201 769 V1.1.2 (2000-10)
5 QoS parameters
Table 1 summarizes the QoS parameters defined in the present document.
Table 1: Summary of QoS Parameters
Parameter Measure Measurement Method Application to direct
and/or indirect services
5.1 Supply time for initial Time to supply 95 % and All actual Direct only
connection 99 % in elapsed days, and
%age by agreed date
Hours for taking orders and
stated accuracy for
appointments
5.2 Faults rate Faults/access line/year All actual Direct and indirect with
separate reporting
5.3 Fault repair time Time to repair 80 % and All actual Direct only
95 %, and %age on target
date for faults on access
lines
Time to repair 80 % and All actual Direct and indirect with
95 %, and %age on target combined reporting
date for all other faults
Hours for reporting faults and
stated accuracy for
appointments Direct and indirect with
combined reporting

5.4 Unsuccessful call ratio % for national and All or sample or test calls Direct and indirect with

international calls combined reporting
(separately)

5.5 Call set-up time Time for mean and 95 % for All or sample or test calls Direct and indirect with

national and international combined reporting
calls (separately)

5.6 Response times for Mean time to answer All or sample Direct and indirect with

operator services combined reporting
%answeredwithin20
seconds
5.7 Response time for Mean time to answer All or sample Direct and indirect with
directory enquiry services combined reporting
%answeredwithin20
seconds
5.8 Public pay-telephones in % in full working order All or sample n/a
working order
5.9 Bill correctness % All actual Direct and indirect with
complaints combined reporting
NOTE 1: Many of the parameters have several subtleties associated with t
...

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