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< Back to overview page: "BEREC Consultation Platform"

Draft BEREC Guidelines detailing Quality of Service Parameters

BEREC Public Consultation on draft BEREC Guidelines Detailing Quality of Service Parameters

Starting: 08 Oct Ending

17 days left (ends 05 Dec)

Go to discussion and give your opinion.

description

During its 40th plenary meeting (3-4 October 2019, Crete) the Board of Regulators approved the draft BEREC Guidelines Detailing Quality of Service Parameters for public consultation.

In accordance with Article 104 of the European Electronic Communications Code  NRAs shall take utmost account of these Guidelines when specifying quality of service parameters to be measured, the applicable measurement methods and the content, form and manner of the information to be published.  By 21 June 2020 BEREC shall adopt the above mentioned Guidelines.

The public consultation is open from Thursday, 10 October 2019 , 14:00 to Thursday, 5 December 2019, 17:00 CET.

Please go to the Discussion and give your opinion.

The consultation document is available for download - please see below.

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P51

Providers of NI ICS and NB ICS cannot know and influence the technical characteristics of interconnected networks and terminal equipment used at the endpoints of the communication. Thus, providers can only specify estimates of the resulting communication quality of actual end-to-end communications. However, such providers are only subject to Article 104 of the EECC in so far as they control parts of the network or have an SLA with a network operator.

P52

Typically, NI ICS are designed to compensate for the varying transport quality of packet switched networks and the best effort packet forwarding principle. They do not have stringent requirements for network quality and just require an adequate overall performance level (e.g. a maximum delay value not to be exceeded for real-time communication).

P53

Table 1 below lists QoS parameters, definitions and measurement methods from Annex X of the EECC which ‘shall’ be used, where appropriate.

P54

For completeness BEREC are proposing ETSI definitions and measurement methods for two QoS parameters set out in Annex X of the EECC (the failure probability parameter and the call signalling delays parameter) which currently do not have definitions and measurements methods provided, and which shall be used by NRAs, where appropriate, see Table 1 below.

P55

It is important to note here that there is a degree of flexibility allowed when deciding which QoS parameters should be specified by NRAs. To this end NRAs are free to choose among the QoS parameters listed in Table 1, those that are appropriate, taking into account national circumstances and other factors, such as underlying costs, time needed to implement the measurement and possible monitoring systems, changes required to adapt and modify current methodologies and providing for the possibility of comparing new results with previous records. NRAs are therefore not obliged to specify the full list of parameters contained in Table 1, but can choose the ones that are particularly relevant for the needs of their country. Where NRAs choose to impose relevant and appropriate QoS parameters from Table 1, they shall take utmost account of the Guidelines and of the definitions and the measurement methods listed in Table 1.

P56

Table 1 QoS Parameters as set out in Annex X of the EECC[22]

P57

QoS Parameters Annex X

Definition

Measurement method

Supply time for initial connection

 

 

ETSI EG 202 057-1 (clause 5.1)

The duration from the instant of a valid service order being received by a direct service provider to the instant a working service is made available for use. This should exclude cancelled orders.

Applicable to both fixed and mobile services.

ETSI EG 202 057-1 (clause 5.1.3)

It is measured by:

a) the times by which the fastest 50%, 95% and 99% of orders are completed;

b) the percentage of orders completed by the date agreed with the customer and, where the percentage of orders completed by the date agreed with the customer is below 80%, the average number of days, for the late orders, by which the agreed date is exceeded.

Statistics for both fixed and mobile access networks.

Fault rate per access line

 

ETSI EG 202 057-1 (clause 5.4)

The number of reported faults per fixed access line per year.

ETSI EG 202 057-1 (clause 5.4.3)

Statistics for all fixed access lines.

Fault repair time

ETSI EG 202 057-1 (clause 5.5)

The duration from the instant a fault report has been made to the instant when the service element or service has been restored to normal working order.

 

ETSI EG 202 057-1 (clause 5.5.3)

It is measured by:

a) the time by which the fastest 80% and 95% of valid faults on access lines are repaired (expressed in clock hours);

b) the percentage of faults cleared any time stated as an objective by the service provider;

c) the provision of information on the hours during which faults may be reported.

Statistics for all access fixed networks.

 

Call setup time

ETSI EG 202 057-2 (clause 5.2)

The call set up time is the period starting when the address information required for setting up a call is received by the network and finishing when the called party busy tone or ringing tone or answer signal is received by the calling party.

Where overlap signalling is used the measurement starts when sufficient address information has been received to all the network to begin routeing the call.

Applicable to both fixed and mobile calls.

 

 

 

3GPP TS 32.454 clause 5.1.2

Session setup time

Applicable for IMS (VoLTE KPI)

 

ETSI EG 202 057-1 (clause 5.2.3)

It is measured by:

a) the mean value in seconds for national calls;

b) the time in seconds within which the fastest 95% of national calls are set-up;

c) the mean value in seconds for international calls;

d) the time in seconds within which the fastest 95% of international calls are set-up;

e) the number of observations performed for national and international calls.

Statistics for both fixed and mobile voice services.

 

3GPP TS 32.454 clause 5.1.2

It is measured by the mean value

Bill correctness complaints

ETSI EG 202 057-1 (clause 5.11)

The proportion of bills resulting in a customer complaint about the correctness of a given bill per service.

Applicable to both fixed and mobile services.

ETSI EG 202 057-1 (clause 5.11.3)

It is measured by a percentage.

 

Voice connection quality

ETSI EG 202 057-2 (clause 5.3)

ETSI TR 102 506

Evaluation of speech quality per call.

The end-user perceived voice quality.

Applicable to fixed and mobile voice services.

ETSI EG 202 057-2 (clause 5.3.2)

Statistics for:

- Fixed to fixed calls

- Fixed to mobile calls

- Mobile to fixed calls

- Mobile to mobile calls

ITU-T G.1020: Performance parameter definitions for quality of speech and other voice band applications utilizing IP networks;

ITU-T G.1028: End-to-end quality of service for voice over 4G mobile networks;

ITU-T P.863: Perceptual objective listening quality prediction.

 

Dropped call ratio

ETSI EG 202 057-3 (clause 6.4.2)

The proportion of incoming and outgoing calls which, once they have been correctly established and therefore have an assigned traffic channel, are dropped or interrupted prior to their normal completion by the user, the cause of the early termination being within the operator's network.

Applicable to mobile networks.

 

 

3GPP TS 32.454 clause 5.2.1

Call drop for IMS session

Applicable for IMS (VoLTE KPI)

ETSI EG 202 057-3 (clause 6.4.2.2)

When using the measurements based on network element counters, the following statistics should be provided: the percentage of dropped calls, calculated from all the calls in the period.

When using test calls, the following statistics should be provided: the percentage of dropped calls, together with the number of observations used and the absolute accuracy limits for 95% confidence calculated from this number.

 

3GPP TS 32.454 clause 5.2.1

It is measured by a percentage.

Unsuccessful call ratio

ETSI EG 202 057-2 (clause 5.1)

ETSI EG 201 769-1 (clause 5.4)

Unsuccessful call ratio is defined as the ratio of unsuccessful calls to the total number of call attempts in a specified time period.

Applicable for both fixed and mobile networks.

ETSI EG 202 057-2 (clause 5.1.3)

ETSI EG 201 769-1 (clause 5.4.2)

It is measured by:

a) the percentage of unsuccessful calls for national calls;

b) the percentage of unsuccessful calls for international calls;

c) the number of observations used for national and international calls together with absolute accuracy.

 

Call set up failure probability

ETSI TS 102 024-9 (clause 4.1.1)

The ratio of total call setup attempts that result in call setup failure to the total call setup attempts in a population of interest.

Applicable to both fixed and mobile calls.

 

ETSI TS 102 024-9 (clause 4.1.1)

 

Call signalling delays

ETSI TS 102 024-9 (clause 4.2)

It involves three different scenarios: call setup, call answer and call release.

The call set up signalling delay is the time between the calling terminal providing sufficient address information to set up the call, and the calling party receiving a confirmation from the called terminal that the called party is being alerted.

Applicable to both fixed and mobile calls.

ETSI TS 102 024-9 (clause 4.1.1)

 

P58

Additionally, NRAs who choose to specify other parameters, namely for customer services (ICS and IAS), mobile SMS and end-users with disabilities that are not included in Annex X of the EECC, shall take utmost account of the QoS parameters listed in Table 2 below and Section 5, QoS relevant for end-users with disabilities” (Table 3).

P59

Table 2 QoS Parameters not set out in Annex X of the EECC

P60

Additional QoS Parameters

(not in Annex X)

Definition

Measurement method

Response time for operator services

(Customer Care Services – Help Desk)

 

ETSI EG 202 057-1 (clause 5.6.1)

Time elapsed between the end of dialling to the instant the human operator answers the calling user to provide the service requested.

Applicable to both fixed and mobile services.

ETSI EG 202 057-1 (clause 5.6.3)

It is measured by:

a) mean time to answers;

b) percentage of calls answered within 20 seconds.

 

Frequency of customer complaints

 

 

ETSI EG 202 057-1 (clause 5.9.1)

ETSI EG 202 843

The number of complaints logged per customer per data collection period.

 

Applicable to both fixed and mobile services.

ETSI EG 202 057-1 (clause 5.9.3)

ETSI EG 202 843

Statistics:

Number of customer requests to

- technical support

- commercial support

Number of customer complaints related to

- repair services

- network/service management by the customer

- cessation

Number of customer complaints of any kind

Customer complaints resolution time

 

 

ETSI EG 202 057-1 (clause 5.10.1)

The duration from the instant a customer complaint is notified to the published point of contact of a service provider and is not found to be invalid to the instant the cause for the complaint has been resolved.

Applicable to both fixed and mobile services.

ETSI EG 202 057-1 (clause 5.10.3)

It is measured by:

a) the time by which the fastest 80% and 95% of complaints have been resolved (expressed in clock hours);

b) the percentage of complaints resolved any time stated as an objective by the service provider.

 

Successful SMS Ratio

ETSI EG 202 057-2 (clause 5.6.1)

Probability that a user can send a Short Message successfully from a terminal equipment to a Short Message Center.

Applicable to mobile networks.

 

ETSI EG 202 057-2 (clause 5.6.1.3)

The percentage of successfully sent short messages, together with the number of observations used and the absolute accuracy limits for 95% confidence calculated from this number.

SMS delivery time

ETSI EG 202 057-2 (clause 5.6.3)

The end-to-end delivery time for SMS is the period starting when sending a SMS from a terminal equipment to a Short Message Center and finishing when receiving the very same SMS on another terminal equipment.

ETSI EG 102 250-2 (clause 7.4.5)

Applicable to mobile networks.

ETSI EG 202 057-2 (clause 5.6.3.3)

It is measured by:

a) the mean value in seconds for sending and receiving short messages;

b) the time in seconds within which the fastest 95 % of short messages are sent and received;

c) the number of observations performed.

 

 

ETSI TR 102 529

 

Consultation Question 1

P61

According to Article 104 of the EECC information required from providers on the quality of their services should be comparable, reliable, user-friendly and up-to- date. Do you believe the parameters and measurement methods in Table 2 are suitable for this purpose? If not, please explain why and the possible changes that could be made to improve the information.

You agreeYou disagree

Add comment

P62

According to Article 3(2)(e) of EECC NRAs should promote the interests of the citizens of the Union inter alia by ensuring a high and common level of protection for end-users through the necessary sector-specific rules and by addressing the needs, such as affordable prices, of specific social groups, in particular end-users with disabilities, elderly end-users and end-users with special social needs, and choice and equivalent access for end-users with disabilities.

P63

NRAs should note that accessibility requirements for products and services including accessibly of electronic communication services are harmonised in the European Accessibility Act (EAA)[23] and are also stated in Article 85 (4) of the EAA: “Member States shall ensure, in light of national conditions, that support is provided, as appropriate, to consumers with disabilities, and that other specific measures are taken, where appropriate, with a view to ensuring that related terminal equipment, and specific equipment and specific services that enhance equivalent access, including where necessary total conversation services and relay services, are available and affordable.”

P64

The EAA defines persons with disabilities in line with the United Nations Convention on the Rights of Persons with Disabilities, adopted on 13 December 2006 (UN CRPD) and for the purpose of the EAA and the EECC means persons who have long-term physical, mental, intellectual or sensory impairments which in interaction with various barriers may hinder their full and effective participation in society on an equal basis with others (Article 3(1) EAA).

P65

The EECC and the EAA define specific services targeted to address the needs of persons with disabilities that should be of concern to NRAs when deciding about QoS parameters. Relay services refer to services which enable two-way communication between remote end-users of different modes of communication (for example text, sign, speech) by providing conversion between those modes of communication, normally by a human operator.

P66

Real time text is defined in Article 3(14) of the EAA and refers to a form of text conversation in point to point situations or in multipoint conferencing where the text being entered is sent in such a way that the communication is perceived by the user as being continuous on a character-by-character basis.