1、 ETSI EG 202 934 V1.1.2 (2012-03) User Group; The assessment of the overall Quality of Services (QoS) as perceived by the users; Definition of QoS indexes for all the customer relationship stages ETSI Guide ETSI ETSI EG 202 934 V1.1.2 (2012-03)2Reference REG/USER-00040 Keywords QoS, quality, user ET
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4、rence shall be the printing on ETSI printers of the PDF version kept on a specific network drive within ETSI Secretariat. Users of the present document should be aware that the document may be subject to revision or change of status. Information on the current status of this and other ETSI documents
5、 is available at http:/portal.etsi.org/tb/status/status.asp If you find errors in the present document, please send your comment to one of the following services: http:/portal.etsi.org/chaircor/ETSI_support.asp Copyright Notification No part may be reproduced except as authorized by written permissi
6、on. The copyright and the foregoing restriction extend to reproduction in all media. European Telecommunications Standards Institute 2012. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Mar
7、ks of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI EG 202 934 V1.1.2 (2012-03)3Contents Intellectual Property Rights 4g3Foreword . 4g3Introduction 4g31 Scope 5g32 Re
8、ferences 5g32.1 Normative references . 5g32.2 Informative references 5g33 Definitions, symbols and abbreviations . 7g33.1 Definitions 7g33.2 Symbols 8g33.3 Abbreviations . 9g34 General context of the information on QoS assessment . 10g34.1 Overall organization of the QoS information . 10g34.2 Aspect
9、s impacting the QoS of the utilization stage 11g34.2.1 Access . 11g34.2.2 Bearer service . 11g34.2.3 Service usage 11g34.2.4 Presentation and user interface . 11g34.3 Requirements for the QoS parameter assessment . 12g34.4 QoS parameter selection . 12g34.5 Processing of the results . 12g35 Segmentat
10、ion of the results 13g36 Definition of a reference threshold for each QoS parameter 13g37 Aggregation of the results within each CRS 14g38 Aggregation of the QoS results of the various CRS of a specific service 15g38.1 Qualitative aggregation 15g38.2 Quantified aggregation . 16g38.2.1 QoS value rang
11、es 16g38.2.2 Highest QoS limit of the range . 16g38.2.3 Lowest QoS limit of the range 17g38.2.4 Definition of a QoS index . 17g3Annex A: Weighted aggregation of the results of the CRS of a specific service . 18g3Annex B: Graphical representation . 19g3B.1 Representation of the results within a CRS 1
12、9g3B.2 Representation of the QoS results for the various CRS of a specific service . 21g3Annex C: Alternate graphical representation based on the “one-view visualization (OVV) methodology“ described in the ITU-T Recommendation P.505 . 24g3C.1 Representation of the results within a CRS 25g3C.2 Repres
13、entation of the QoS results for the various CRS of a specific service . 26g3Annex D: Bibliography 27g3History 28g3ETSI ETSI EG 202 934 V1.1.2 (2012-03)4Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertain
14、ing 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 Secretari
15、at. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). 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
16、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 User Group (USER). Introduction The proposals contained in the present document are based on actual market realities: state of the art of the service provi
17、ded and current users perceptions of the QoS provided. They aim at providing guidance on how consolidating the various QoS assessments provided from various sources in a synthetic view that users can easily understand and use. The intention is not to define values that providers should absolutely co
18、mply with in order to get some kind of label but rather to help the customer to identify which providers are expected to fulfil their requirements. As these requirements might strongly differ from one user to another one, the guidance are given in such a way that the consolidation can be carried out
19、 differently to better fit the aim of the study and the kind of users under consideration. ETSI ETSI EG 202 934 V1.1.2 (2012-03)51 Scope The present document describes a methodology for the aggregation of QoS parameter results in order to obtain a view onto the overall quality of the ICT services pr
20、ovided by Service Providers (SP) from an individual customers perspective; a suggestion for graphical representations including one following ITU-T Recommendation P.505 i.28 is proposed in annexes B and C. The purpose is not to identify the best SP but those whose QoS is complying in every aspect wi
21、th references considered as satisfactory from the users viewpoint. The aim of this methodology is to be able to take into account preferences and expectations of individual customers as well as the subjective and objective QoS assessments. The present document does not define parameter value thresho
22、ld nor specific weighting factors for the QoS parameters but rather suggests possible ways for a weighted aggregation if so wished. QoS indexes are defined using the QoS parameters provided in EG 202 009-2 i.2 for all the stages of the customer relationship including service utilization. 2 Reference
23、s References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references,only the cited version applies. For non-specific references, the latest version of the referenced document (including any amendments) applies. Referen
24、ced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee their long term validity. 2.1 Normative references Th
25、e following referenced documents are necessary for the application of the present document. Not applicable. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particular subject area. i
26、.1 ETSI EG 202 009-1: “User Group; Quality of Telecom Services; Part 1: Methodology for identification of parameters relevant to the Users“. i.2 ETSI EG 202 009-2: “User Group; Quality of telecom services; Part 2: User related parameters on a service specific basis“. i.3 ETSI EG 202 057-1: “Speech P
27、rocessing, Transmission and Quality Aspects (STQ); User related QoS parameter definitions and measurements; Part 1: General“. i.4 ETSI EG 202 057-2: “Speech and multimedia Transmission Quality (STQ); User related QoS parameter definitions and measurements; Part 2: Voice telephony, Group 3 fax, modem
28、 data services and SMS“. i.5 ETSI EG 202 057-3: “Speech Processing, Transmission and Quality Aspects (STQ); User related QoS parameter definitions and measurements; Part 3: QoS parameters specific to Public Land Mobile Networks (PLMN)“. i.6 ETSI EG 202 057-4: “Speech Processing, Transmission and Qua
29、lity Aspects (STQ); User related QoS parameter definitions and measurements; Part 4: Internet access“. ETSI ETSI EG 202 934 V1.1.2 (2012-03)6i.7 ETSI ES 202 737: “Speech and multimedia Transmission Quality (STQ); Transmission requirements for narrowband VoIP terminals (handset and headset) from a Qo
30、S perspective as perceived by the user“. i.8 ETSI ES 202 738: “Speech and multimedia Transmission Quality (STQ); Transmission requirements for narrowband VoIP loudspeaking and handsfree terminals from a QoS perspective as perceived by the user“. i.9 ETSI ES 202 739: “Speech and multimedia Transmissi
31、on Quality (STQ); Transmission requirements for wideband VoIP terminals (handset and headset) from a QoS perspective as perceived by the user“. i.10 ETSI ES 202 740: “Speech and multimedia Transmission Quality (STQ); Transmission requirements for wideband VoIP loudspeaking and handsfree terminals fr
32、om a QoS perspective as perceived by the user“. i.11 ETSI EG 202 765-1: “Speech and multimedia Transmission Quality (STQ); QoS and network performance metrics and measurement methods; Part 1: General considerations“. i.12 ETSI ES 202 765-2: “Speech and multimedia Transmission Quality (STQ); QoS and
33、network performance metrics and measurement methods; Part 2: Transmission Quality Indicator combining Voice Quality Metrics“. i.13 ETSI EG 202 765-3:“Speech and multimedia Transmission Quality (STQ); QoS and network performance metrics and measurement methods; Part 3: Network performance metrics and
34、 measurement methods in IP networks“. i.14 ETSI EG 202 843: “User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization“. i.15 ETSI ES 202 667: “Speech and multimedia Transmission Quality (STQ); Audiovisual
35、 QoS for communication over IP networks“. i.16 ETSI ES 202 765-4: “Speech and multimedia Transmission Quality (STQ); QoS and network performance metrics and measurement methods; Part 4: Indicators for supervision of Multiplay services“. i.17 ETSI TR 102 805-1 (V1.1.1): “User Group; End-to-end QoS ma
36、nagement at the Network Interfaces; Part 1: Users E2E QoS - Analysis of the NGN interfaces (user case)“. i.18 ETSI TR 102 805-3 (V1.1.1): “User Group, End-to-end QoS management at the Network Interfaces; Part 3: QoS informational structure“. i.19 ETSI TR 102 806: “User Group; Analysis of current End
37、-to-End QoS standardization state“. i.20 ETSI TR 102 854: “User Group; The assessment of the overall Quality of Services (QoS) as perceived by the users Review of practical examples of services QoS assessments“. i.21 ETSI TS 102 250-1: “Speech and multimedia Transmission Quality (STQ); QoS aspects f
38、or popular services in mobile networks; Part 1: Assessment of Quality of Service“. i.22 ETSI TS 102 250-2: “Speech and multimedia Transmission Quality (STQ); QoS aspects for popular services in mobile networks; Part 2: Definition of Quality of Service parameters and their computation“. i.23 ETSI ES
39、202 746: “Human Factors (HF); Personalization and User Profile Management; User Profile Preferences and Information“. i.24 ETSI TS 102 844: “User Group; Quality of Telecom Services; Conformity assessment; Requirements for bodies providing QoS assessments and surveys“. i.25 ETSI TS 102 852: “User Gro
40、up; Quality of ICT Services; Assessment process of the QoS parameters of the customer relationship stages“. i.26 ITU-T Recommendation E.802 (02/2007): “Framework and methodologies for the determination and application of QoS parameters“. ETSI ETSI EG 202 934 V1.1.2 (2012-03)7i.27 ITU-T Recommendatio
41、n G.1010 (11/2001): “End-user multimedia QoS categories“. i.28 ITU-T Recommendation P.505 (11/2005): “One-view visualization of speech quality measurement results“. 3 Definitions, symbols and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions
42、apply: cessation: activities associated with the cessation of a telecommunication service from the time it is requested by a customer, to the time it is completed to the satisfaction of the customer commercial support: activities associated with the commercial support of a telecommunication service
43、complaint management: activities associated with the management of customers complaints to the provider about the service provided documentation: activities associated with the provision of documentation to install, set-up and use the various features of the service as well as to identify and fix po
44、ssible troubles NOTE: These activities include: Documentation for service activation and set-up and documentation for service use. establishment of the contract (Terms and conditions): activities from the customer decision to contract with the provider to the time of effective contract NOTE: Establi
45、shment of the contract is meant here for agreeing to the contractual conditions, conditions of use, customer and provider commitments whether or not there is a formal signature of the contract. metering/charging/billing: activities associated with the metering, charging and billing of a telecommunic
46、ation service to a customer NOTE: This could be for one call, for a specified period or for a given billing amount, depending whether it is about a bill or any other type of expense information, e.g. ebill, expense signal, real time expense information on the provider website, AoC-S supplementary se
47、rvice, etc. preliminary information/advertisement: activities related to information on the service provided on request of the prospect or in newspapers, magazines, booklets, etc., to help him choosing the service and provider most appropriate to his needs repair-troubleshooting: activities associat
48、ed with the restoration of a telecommunication service to the customer after a fault resulting in partial or complete loss of service or service features service alteration: activities associated with the alteration of a telecommunication service, from the time alteration to a service is requested b
49、y the customer to the time this alteration is carried to the satisfaction of the customer service provisioning: activities associated with the provision of a telecommunication service, from the time of effective contract to the time the customer is able to use the service technical support: activities associated with the technical support of a telecommunication service to help users experiencing problems in the use of the service technical upgrade: activities associated with the technical evolution of any compone
