Measuring VoIP QoS. Going Beyond Can You Hear Me Now? Kaynam Hedayat. MPLScon May 2005

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1 Measuring VoIP QoS Going Beyond Can You Hear Me Now? Kaynam Hedayat MPLScon May 2005

2 Overview Why Real-Time VoIP Quality Assurance Matters? Challenges - Going Beyond Can You Hear Me Now? Monitoring Technologies VoIP Metrics Standards

3 Why VoIP Quality Assurance Matters? Performance Management and Service Assurance is a prerequisite for profitable services and corporate acceptance Users have high expectations ROI or price alone will not ensure success VoIP - Complex, high-maintenance Quality-sensitive, multi-vendor systems, complex protocols Existing management solutions do not address problems Convergence of voice and IP management Same network, more traffic Data and voice traffic interference

4 Where Is The Value? Cut Operational Costs Reduce and eliminate costly outages Proactive approach results in less firefighting Advanced troubleshooting tools means smaller MTTR Increase Margin and Profits 60% faster deployment (faster time-to-market) Eliminate poor quality-induced PSTN failovers Generate New Quality-Based Revenue Streams Guaranteed service can carry 10-20% premium Reduce Customer Care and Support Costs Remote visibility avoids truck-rolls Attract and Retain Satisfied Customers Avoid customer acquisition cycle and expenses

5 The Challenge Comprehensive VoIP Quality Assurance Technology Complete Service Testing -- Off Hook to On Hook Signaling Quality (SIP, H.323, MGCP) Delivery Quality (Media Path) Call Quality (MOS, R-factor, E-model, PESQ) Complete Network Visibility End-to-end coverage Customer premise, PoP, core, Partner networks Complete Lifecycle Coverage Build Operate Assure Complete Integration Preserve investment in existing OSS Network management, trouble ticketing, provisioning

6 Monitoring Technology Detect the problem (Monitoring) Network, VoIP Calls, Servers Identify the problem (Measurement) Availability, Call Signaling Performance, Voice Quality Localize the problem (Root-Cause) Packet loss, jitter, latency, echo, etc. Use the data (Operation, Applications) Notification, SLA s, Statistical Analysis of Data, Troubleshooting, Etc.

7 Active And Passive Monitoring Active (Synthetic Calls) Controlled scheduling: do not rely on user traffic Pro-active: see it before they hear it Troubleshooting, Customer Care, Service Assurance Passive (User Calls) Uncontrolled scheduling: Measure user experience Reactive: Capture live network problems Performance monitoring, Traffic behavior, Other applications (billing, DoS, etc.) Comprehensive VoIP Quality Assurance Requires both Active and Passive monitoring

8 Metrics: Signaling Quality Metrics: Identify the problem Answer Seizure Ratio Network Effectiveness Ratio Post Dial Delay, Post Pickup Delay Media Delay Impact Factors: Localize the problem Availability of Servers Delay Packet Loss

9 Metrics: Delivery Quality Metrics: Identify the problem Delay Jitter Packet loss Echo Noise Impact Factors: Localize the problem Equipment failure Equipment mis-configuration Congestion Routing issues

10 Metrics: Call Quality Metrics: Identify the problem Listening MOS Conversational MOS Impact Factors: Localize the problem Codec Network transmission Network element (Gateways, SBC s, etc.) Endpoint

11 Standards The Comprehensive and Pervasive VoIP Quality Assurance Solution Metrics based on open standards ITU-T IETF Monitoring based on native protocols SIP, H.323, MGCP/NCS, etc. RTP/RTCP/RTCP-XR Visibility from core to the edge Media loopback (SIP, MGCP/NCS) Two Way Active Measurement Protocol RTP Traceroute

12 Standards: IP Metrics IETF IPPM Connectivity (RFC 2678) One-Way Delay (RFC 2679) One-Way Packet Loss (RFC 2680) Round-Trip Delay (RFC 2681) One-Way Loss Pattern (RFC 3357) IP Delay Variations (RFC 3393)

13 Standards: Voice Quality Metrics Defining MOS P.800, P MOS based on network performance metrics G.107 (E-Model) Enhanced E-Model (ETSI TS ) P.562 MOS based on examining the payload P.563 P.862

14 Standards: Native Protocols Monitor The Application SIP, NCS, H.323 Interact with VoIP services End-to-end performance: RTP/RTCP/RTCP-XR Report endpoint performance metrics Collection of user-experienced metrics Some VQ algorithms may rely on RTCP-XR

15 Standards: From Core To Edge Edge performance: SIP Media Loopback Getting to the edge Test/monitoring calls in production networks draft-ietf-mmusic-media-loopback-00.txt (http://www.ietf.org/internet-drafts/draft-ietf-mmusic-media-loopback-00.txt) Core performance: Two Way Active Measurement Protocol Layer3/Layer4 measurement in production networks draft-hedayat-two-way-active-measurementprotocol-00.txt (http://www.ietf.org/internet-drafts/draft-hedayat-two-way-active-measurement-protocol-00.txt)

16 Example: IP IP Residential VoIP Quality Java-based test tool Calls Initiated from Customer PC PreQual & Customer Care TDM TDM Media GW BrixWorx VoIP Customer Measurements Voice Quality Metrics Impairment Factors

17 Brix Networks 285 Mill Road Chelmsford, MA BRIXNET

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