qoe monitoring solution for voice services

March 2018

QoE Monitoring Solution

for Voice services

Measuring the QoE Performance & Availability.

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THE WITBE GALAXY

The Witbe Hub is the true backbone of the Witbe Galaxy. The Maestro

handles the dispatch of the different requests and the resources to

the different Robots, while the Central System stores all the data and

information produced by the Robots.

The Witbe Robots are proprietary appliances able to test any service,

from any device, over any network.

They interact with services just like real end-users, and measure the

quality visually & acoustically... Like your customers do.

Their monitoring capabilities include services like Live TV, Web &

Desktop App, VoD, over 3G, 4G, xDSL, OTT...

They also embed proprietary algorithms like the MOS and the

Smartping.

The Customer’s Cockpit gathers two fundamental components.

First, the Workbench, which offers an easy to use administration

platform to create, launch and schedule scenarios and campaigns.

Then, the Portal, which transforms the Witbe Robots’ data into

meaningful / high-level information, and alerts in real-time of any

service degradation.

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› How?

» Witbe robots connected to your voice services like any landline, VoIP or mobile end-users

» Witbe robots execute predefined user tests :

• Give a phone call

• Wait for a phone call and answers to it

› Methodology

» Follow international standards, eg ITU-T : PESQ (ITU P862), Echo (ITU-T G102),…

» Solution with reference signal

END TO END MONITORING FOR VOICE SERVICES

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WITBE TELEPHONY ROBOTS

VoiceRobot 1

Landline

FXS

VoIP CPE

PSTN

VoiceRobot 2

VoIP CPE

Landline

VoIP

Mobile2G/3G/4G

MobileRobot 3

FXS

SIPRobot 4

Ethernet

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› Voice Robot

» Up to 4 lines per robot

» To monitor PSTN Voice services connecting the robot to landlines

» To monitor VoIP services connecting the robot to VoIP CPE(s) or any Analog Terminal Adaptor (using FXS port)

› Mobile Robot

» Up to 8 SIMs per robot

» To Monitor Voice/SMS/Data service on 2G/3G and 4G networks

› SIP Robot

» To monitor VoIP Services connecting the robot directly to a VoIP network (ethernet) without any VoIP device

» Up to 8 SIP sessions in parallel

» G711 protocol supported (without ciphering – no SRTP)

WITBE TELEPHONY ROBOTS

www.witbe.net – © 2017 Witbe

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Availability Performance Quality

» Call Drop

» No dialtone

» Busy line

» Outgoing Call setup error

» Incoming Call not received

» DTMF transmission error

» Post Dialing Delay

» Call Setup time

» MOS-LQON (ITU-T P.862.1, P.862.2)

» Listening Speech Quality Stability: ST-MOS (ETSI 202 765-2)

» Voice artefacts:

• Clipping

• End-to-end delay and variation

• Speech level, noise level, signal degradation

Voice KPIs


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Architecture to Monitor IVR Services

(1) Dial IVR

number(3) Transactions(2) Identication

«client simulation»Call the IVR & interacts with it

IVR

« Telephony - 4 FXS » robot


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Architecture to Monitor a Call Center


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Availability Performance Interactions

» Service availability

» Missing audio messages

» Authentication errors

» Routing issues within menus

» Unexpected hang-ups

» Call Setup Time

» Average speed of answer

» Browsing responsiveness

» Average hold-time

» Announced wait time accuracy

» Percentage of overflow calls

» Compliance with SLAs

» DTMF (Dual-Tone Multi-Frequency)

» Speech synthesis (voice orders via text-to-speech)

» Speech recognition

» Supported languages: Dutch, French, German, Polish, Spanish, US English, UK English…

IVR KPIs


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›General principle

» Bringing a moderator and a guest together on an audio-conferencing bridge

›Solution aims to

» Detect unability to connect to the bridge

» Measure the voice quality between the 2 callers

» Detect unexpected ends of communications

» Measure the echo heard by each caller

Monitoring Audio Conference Services


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›Conference Setup

Audio Conference monitoring synopsis


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›Conversation

Audio Conference monitoring synopsis

EMEA Headquarters

Les Collines de l’Arche

Immeuble Opéra E

92057 Paris La Défense

France

[email protected]

USA Headquarters

7 West 18th Street

5th floor

New York, NY 10011

USA

[email protected]

Canadian Headquarters

615 Blvd René-Lévesque

Suite 920

Montréal, QC, H3B 1P5

Canada

[email protected]

APAC Headquarters

3 Fusionopolis Place

#05-50 Galaxis

Singapore 138 523

Singapore

[email protected]

USA West Coast Office

6465 S. Greenwood Plaza Blvd

Peakview Tower – Suite 1060

Centennial, CO 80111

USA

[email protected]

Your contact at Witbe

qoe monitoring solution for voice services

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