Managing ^ VoIP Quality and Performance

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1 Unified, Cloud Based, Virtualized, Hosted Managing ^ VoIP Quality and Performance Alan Clark, CEO Telchemy 1

2 Outline VoIP Performance Issues Current state of the art VoIP performance management The new RFC6035 protocol VoIP Performance Management Systems How can IP Centrex/ Hosted PBX Service Providers manage service quality? Fault management SLA monitoring Sounds great where can I get it? 2

3 NCUG

4 VoIP performance issues Media quality Packet loss Jitter Signal and Noise levels Codec distortion Conversational problems Delay Echo Signaling Call setup failures No-way or One-way voice Dropped calls 4

5 A day in the life of a VoIP Call SIP Proxy / Softswitch SIP Proxy / Softswitch Bob Local IP PBX SIP Trunk IP Centrex Henry SIP Aware Firewall Router 5

6 A day in the life of a VoIP Call Bob Local IP PBX SIP SIP Proxy / INVITE Softswitch >>>>> SIP Proxy / Softswitch Henry 6

7 Bad A ^ day in the life of a VoIP Call SIP Proxy / Softswitch SIP Proxy / Softswitch Bob Local SIP IP PBX INVITE >>>>> Network outage caused registration timeout Henry 404 User Not Found <<<<< 52 potential SIP error codes 7

8 A day in the life of a VoIP Call Bob Local IP PBX SIP SIP Proxy / 200 OK Softswitch <<<<< SIP Trunk SIP Proxy / Softswitch Henry 8

9 A day in the life of a VoIP Call SIP Proxy / Softswitch SIP Proxy / Softswitch Bob Local IP PBX Henry Hi Henry Hi Bob 9

10 Bad A ^ day in the life of a VoIP Call SIP Proxy / Softswitch SIP Proxy / Softswitch Bob Local IP PBX One Way Voice Henry hello.. hello.. are you there.. hello.? Firewall did not open port for incoming media stream Yes Bob can you hear me? 10

11 Bad A ^ day in the life of a VoIP Call SIP Proxy / Softswitch SIP Proxy / Softswitch Bob Local IP PBX Henry Could you repeat that, is there something wrong with your phone? Overloaded access link Yes Bob can you hear me? 11

12 Bad A ^ day in the life of a VoIP Call SIP Proxy / Softswitch SIP Proxy / Softswitch Bob Local IP PBX Hello.. hello.. hello.. hello Gateway Echo POTS line 12

13 Performance Management Intelligent Phones Supported by Adtran, Avaya (Nortel SIP phones), Cisco (SPA family), Polycom, Snom.. RTCP XR RTCP XR RFC3611 VoIP Performance Monitoring Agent 13

14 Performance Management Intelligent Phones Collector SIP RTCP Summary Report SIP RTCP Summary Report End of Call Report RTCP XR RTCP XR VoIP Performance Monitoring Agent 14

15 RFC6035 SIP RTCP Summary Report SIP header PUBLISH or NOTIFY Endpoint identification Local/Remote URI and IP, Location identifier Local Remote Local Metrics Configuration data codec, jitter buffer Loss, Jitter, Delay, R factors, MOS scores.. Extensions Signaling metrics/ failure reasons Remote Metrics Configuration data codec, jitter buffer Loss, Jitter, Delay, R factors, MOS scores.. XR 15

16 RFC Options Session Report End of Call Recommend you use this Interval Report used for intervals during call Recommend one of Don t use Use with interval of 15 minutes, to provide more visibility for long calls Use only for problem diagnosis Alert Report when problem occurs Don t recommend you use this Knowing about good calls helps to diagnose bad calls Calls may be on the edge Requires configuration of IP phone thresholds 16

17 RFC6035 Key Metrics MOS Scores 1-5 range Holistic quality score codec, loss, jitter, signal, noise.. MOS-LQ Listening Quality MOS-CQ Conversational Quality (includes echo and delay) R Factors 0-95 narrowband codec, wideband codec R-LQ Listening Quality R-CQ Conversational Quality (includes echo and delay) Packet Loss Metrics Loss rate proportion of lost packets Discard rate proportion of late packets discarded by jitter buffer indicates congestion Burst length and density periods of high loss/discard that would be noticeable to the user Gap length and density gaps between bursts good periods 17

18 RFC6035 Key Metrics Jitter Metrics Packet delay variation indicates congestion Delay Metrics Network delay and End System delay (internal to IP phone) Signal/Noise/Echo Metrics Signal level, Noise level, Echo Return Loss Extended signaling metrics Registration delay, failures Call Setup delay, failures Call Termination delay, reasons 18

19 How is RFC6035 used - IP Centrex, Hosted PBX Gives Service Provider a call quality report for every call made Allows call quality data to be correlated with user extension/phone number and location Allows service provider to distinguish local LAN calls from sitesite calls Service provider can use data to Proactively detect and troubleshoot problems, either by location/site or by individual user/subscriber Provide SLA reports Provide customer with access to per-location dashboards of performance Highly cost effective and scalable approach 19

20 Example VoIP Performance Management System Multiple user Web based GUI 3 rd Party NMS SQmediator SQmediator Reporter Reporter SNMP traps alerts WS API Database server (Oracle or PostgreSQL) db NOC Passive Monitoring SQmediator SQmediator SQmediator Collector Collector Collector SQmediator Controller Active test RFC6035 VoIP performance data from standards based CPE 20

21 VoIP Performance Management System 21

22 VoIP Performance Management System Multiple customizable Services 22

23 VoIP Performance Management System Signaling Performance MOS Histogram 23

24 VoIP Performance Management System Quality vs Time Call Volume 24

25 VoIP Performance Management System Identifies problems by type Identifies problems by customer/ location 25

26 VoIP Performance Management System Drill down by clicking on bar 26

27 Problem Detection & Drilldown List of calls or tests with this problem Click on any record to see details of call or test 27

28 Problem Detection & Drilldown Expert diagnosis button Detailed report with all metrics Self explanatory metrics, easy to understand MOS scores and R factors for Voice and Video tests 28

29 Service provider vs Customer dashboard Service Provider Full access Customer Dashboard for own data Customer Full access to own data Access can be restricted if needed Access restricted to customer s own data 29

30 Fault/Performance Management vs SLAs Fault management Requires alert immediately a problem is detected Alert goes into Service Provider fault management system Performance Management Ability to analyze trends, proactively manage quality Service Level Agreement Ensures performance criteria met over some agreed timescale 30

31 Example Deployment Atlanta Service Provider Berlin Network Operations Customer Dashboard SQmediator Dallas San Francisco Teleworker 31

32 Summary VoIP Performance Issues Current state of the art VoIP performance management The new RFC6035 protocol VoIP Performance Management Systems How can IP Centrex/ Hosted PBX Service Providers manage service quality? Fault management SLA monitoring Sounds great where can I get it? 32

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