1、 ETSI TS 103 294 V1.1.1 (2014-12) Speech and multimedia Transmission Quality (STQ); Quality of Experience; A Monitoring Architecture TECHNICAL SPECIFICATION ETSI ETSI TS 103 294 V1.1.1 (2014-12)2Reference DTS/STQ-235 Keywords ARCU model, QoE, QoE layered model, QoS, quality ETSI 650 Route des Luciol
2、es F-06921 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice The present document can be downloaded from: http:/www.etsi.org The pres
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7、 extend to reproduction in all media. European Telecommunications Standards Institute 2014. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTETMare Trade Marks of ETSI registered for the benefit of its M
8、embers and of the 3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI TS 103 294 V1.1.1 (2014-12)3Contents Intellectual Property Rights 4g3Modal verbs terminology 4g3Introduction 4g31 Scope 6g32 References 7g32.1 Normative referen
9、ces . 7g32.2 Informative references 7g33 Definitions and abbreviations . 8g33.1 Definitions 8g33.1.1 Definitions for temporal Aspects of QoE . 11g33.2 Abbreviations . 12g34 Modeling QoE - The ARCU Model . 12g35 Operational Approach - The QoE layered Model 15g36 Implementation of the QoE layered Mode
10、l - The QoE-Agent . 17g36.1 Stand-alone and distributed QoE-Agents . 19g36.2 Naming Conventions 20g36.3 Communication Aspects . 23g36.3.1 Internal Communications 23g36.3.2 External Communications. 23g36.4 The QoE-Agent Implementation 24g3History 25g3Intellectual Property RigIPRs essential or potenti
11、ally essential to the ppertaining to these essential IPRs, if any, is puin ETSI SR 000 314: “Intellectual Property Rrespect of ETSI standards“, which is availableserver (http:/ipr.etsi.org). Pursuant to the ETSI IPR Policy, no investigacan be given as to the existence of other IPRsserver) which are,
12、 or may be, or may become,Modal verbs terminologIn the present document “shall“, “shall not“, “will not“, “can“ and “cannot“ are to be interfor the expression of provisions). “must“ and “must not“ are NOT allowed in EIntroduction Over the last years, it has become clear that th(throughput, loss rate
13、, propagation delay, etc.provided by the network as a user perceives itQoE is used when results from laboratory qua(Recommendation ITU-T P.862 1) or the Ethe quality related to a given service. This Qothe contextual factors nor factors related to tha user depends on many factors including of cwell a
14、s elements pertaining to the ergonomicssocial factors. Trying to encompass some or ausers perceived quality often referred to as qunames (QoE and fitness-for-purpose for instanwidely accepted definition of quality of experFigure 1: The muETSI ETSI TS 103 294hts e present document may have been decla
15、red to ETSI. The publicly available for ETSI members and non-memberights (IPRs); Essential, or potentially Essential, IPRs nble from the ETSI Secretariat. Latest updates are availableig tion, including IPR searches, has been carried out by ETnot referenced in ETSI SR 000 314 (or the updates on te, e
16、ssential to the present document. logy “should“, “should not“, “may“, “may not“, “need“, “nterpreted as described in clause 3.2 of the ETSI Drafting Ri ETSI deliverables except when used in direct citation. e evaluation of networks quality of service using usual .) did not provide the complete chara
17、cterization of the quit when running an application requiring network resourcu lity tests or predictions from instrumental quality modeE-model (Recommendation ITU-T G.107 2) are employE concept is a very limited one, since it rarely takes intothe user (expectations, preferences, etc.). Hence, the qu
18、alif course the underlying network QoS and other performanics of the application, its context of use, and more elusive r all of these factors gave rise in the literature to various dality of experience (QoE) or to the use of the same const ce). Until recently (see P. Le Callet et al. i.4) an unamper
19、ience was still missing. ulti-domain nature of Quality of Experience 294 V1.1.1 (2014-12)e information ers, and can be found otified to ETSI in ble on the ETSI Web ETSI. No guarantee n the ETSI Web need not“, “will“, g Rules (Verbal forms al traffic indicators quality of the service urces. Often, th
20、e term dels such as PESQ lo ed for quantifying nto account neither ality as perceived by ance-related ones, as ve psychological or different concepts of oncept with different a biguous and ETSI ETSI TS 103 294 V1.1.1 (2014-12)5As pointed in many documents in the literature, QoE is a highly multi-dis
21、ciplinary concept. In one of form or another, the concept of the users experience or perception of the quality can be traced back to several distinct domains (human and social sciences, neuro- and cognitive sciences, marketing and business, etc., see Figure 1). These domains use their own language a
22、nd terminology and are often very compartmentalized. Diving into the specific literature of a given domain is usually not an easy task for researchers or practitioners from another domain. This fact is the main reason for the lack of common understanding and on common viewpoint of the concept of qua
23、lity as a user perceives it, and a global view of all factors influencing this perception has not been completed yet. A consequence is that, despite the growing research activities around the end-user experience, the concept of quality of experience is still an ambiguous concept that lacks a coheren
24、t theoretical basis and a commonly accepted definition. An eloquent conclusion of an ETSI workshop i.1 in 2010 was that “Quality of Experience is not a universally well understood concept“. The standardization bodies dealing with Quality of Experience are numerous (see for instance D. Soldani i.2 or
25、 A. Takahashi i.3). One of the most commonly accepted definitions for QoE is given in reference to Recommendation ITU-T P.10/G.100 3 as “the overall acceptability of an application or service, as perceived subjectively by the end-user“. This definition encompasses only implicitly all aspects of qual
26、ity of experience. It is however difficult to get enough leverage from it to find operational means allowing understanding and estimating quality of experience (QoE). 1 Scope The goal of the present document is to providthe following aspects: A clear and unambiguous terminologused to address quality
27、 of experience A theoretical and abstract model for An operational and generic abstracti The specification of a software agenFETSI ETSI TS 103 296vide a concept for addressing quality of experience. This clogy concerning concepts (services, quality, QoE, etc.) as nce. for QoE: the ARCU model. ction
28、for modelling and estimating QoE: the QoE layered t implementing the QoE layered model. Figure 2: The QoE Concept 294 V1.1.1 (2014-12)concept concerns as they should be ed model. ETSI ETSI TS 103 294 V1.1.1 (2014-12)72 References References are either specific (identified by date of publication and/
29、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 reference document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expect
30、ed 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 The following referenced documents are necessary for the application of th
31、e present document. 1 Recommendation ITU-T P.862 (2001): “Perceptual evaluation of speech quality (PESQ): An objective method for end-to-end speech quality assessment of narrow-band telephone networks and speech codecs“. 2 Recommendation ITU-T G.107 (2012): “The E-model, a computational model for us
32、e in transmission planning“. 3 Recommendation ITU-T P.10/G.100: “Vocabulary for performance and quality of service - Amendment 2 (2008): New definitions for inclusion in Recommendation ITU-T P.10/G.100“. 4 ISO 9241-11 (1998): “Guidance on usability“. 5 Recommendation ITU-T F.700 (2000): “Framework R
33、ecommendation for multimedia services“. 6 Recommendation ITU-T E.860 (2002): “Framework of a service level agreement“. 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 subj
34、ect area. i.1 ETSI Workshop on QoS / QoE / User experience focusing on speech / multimedia conference tools, Workshop report, 21-22 September 2010, Sophia-Antipolis, France, 2010. i.2 D. Soldani, Bridging QoE and QoS for Mobile Broadband Networks, ETSI Workshop on QoS / QoE / User experience focusin
35、g on speech / multimedia conference tools, Workshop report, 21-22 September 2010, Sophia-Antipolis, France, 2010. i.3 A. Takahashi, Concept and Standardization of Quality of Experience (QoE) Design and Management for Audiovisual Communication Services, NTT Technical Review, Vol 7. n 4, April, 2009.
36、i.4 P. Le Callet, S. Mller and A. Perkis, Eds., Qualinet White Paper on Definitions of Quality of Experience, European Network on Quality of Experience in Multimedia Systems and Services (COST Action IC 1003), eds., Lausanne, Switzerland, Version 1.2, March 2013“. i.5 F. Guyard, Ed., QoE Concept, Ce
37、ltic QuEEN deliverable, D2.100, Celtic Project Call 8, April, 2012. i.6 L. Pervin and O.P. John, Eds, Handbook of Personality theory and research, The Guilford Press, 2001. i.7 M. Amelang, D. Bartussek, G. Stemmler and D. Hagemann, Differentielle Psychologie und Persnlichkeitsforschung, W. Kohlhamme
38、r Verlag, 2006. ETSI ETSI TS 103 294 V1.1.1 (2014-12)8i.8 S. Mller, Quality Engineering - Qualitt kommunikationstechnischer Systeme, Springer, Berlin, 2010. i.9 S. Mller, Quality of Telephone-Based Spoken Dialogue Systems, Springer, New-York NY, 2005. i.10 S. Jumisko-Pyykk and T. Vainio, Framing the
39、 Context of Use for Mobile HCI, Int. J. of Mobile Human Computer Interaction, 2(4), pp. 1-28, Oct-Dec. 2010. i.11 I. Wechsung, M. Schulz, K.-P. Engelbrecht, J. Niemann and S. Mller, All Users Are (Not) Equal - The Infuence of User Characteristics on Perceived Quality, Modality Choice and Performance
40、, In Proceedings of the Paralinguistic Information and its Integration in Spoken Dialogue Systems Workshop, Springer, 2011. i.12 K. Kilkki, Quality of Experience in Communications Ecosystem, Journal of Universal Computer Science, 14(5), 2008. i.13 K. Laghari, N. Crespi, and K. Connelly, Toward Total
41、 Quality of Experience: AQoE Model in a Communication Ecosystem, IEEE Comm. Mag, 50(4):5865, April, 2012. i.14 L. Skorin-Kapov and M. Varela, A multi-dimensional view of QoE: the ARCU model, proc. of the 35th International Convention MIPRO, 2012, pp. 662-666. i.15 M.Varela, eds, General Structure an
42、d Inter-Workpackage Architectural Issues, Celtic QuEEN Deliverable D1.101, Celtic Call 8 project, November, 2012. i.16 T. Mki, eds, Detailed Specification of the QuEEN-Agent, Celtic QuEEN Deliverable QuEEN D3/4.300, Celtic Call 8 project, November 2013. i.17 V. Paxson, G. Almes, J. Mahdavi J. and M.
43、 Mathis M., Concept for IP Performance Metrics, IETF RFC 2330, May 1998. i.18 K. McCloghrie and M. Rose, Management Information Base for Network Management of TCP/IP-based internets: MIB-II, IETF RFC 1213, March, 1993. i.19 E. Stephan, IP Performance Metrics (IPPM) Metrics Registry, IETF RFC 4148, A
44、ugust, 2005. i.20 Nagios. NOTE: Available at http:/www.nagios.org/ i.21 J. Case, M. fedor, M. Schoffstall and J. Davis, A Simple Network Management Protocol (SNMP), IETF RFC 1157, May, 1990. i.22 R. Fielding, J. Gettys, J. Mogul, H. Frystyk, L. Masinter, P. Leach and T. Berners-Lee, Hyperttext Trans
45、fer Protocol - HTTP/1.1, June 1999. i.23 T. Mki, ed, Detailed Specification of the QuEEN-Agent (Phase 1), Celtic QuEEN Deliverable D3/4.300, Celtic Call 8, March, 2014. 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply
46、: actor: abstract entity representing an individual person, a group of persons, an organization or a company NOTE: If needed, an organization can be represented by a group of actors sharing a common interest or purpose. application: set of activities performed to respond to the needs of users in a g
47、iven situation for purposes such as business, education, personal communication or entertainment ETSI ETSI TS 103 294 V1.1.1 (2014-12)9NOTE 1: It implies software and hardware utilization could be performed in a fully or partially automatic way and could be accessed locally or remotely. In the last
48、case, it requests use of telecommunication services. NOTE 2: From Recommendation ITU-T F.700 5. context of use: users, tasks, equipment (hardware, software and materials), and the physical and social environments in which a product is used NOTE: From ISO 9241-11 4. customer: service consumer linked
49、to the service provider by a contract (often involving payment for the service as well as a Service Level Agreement) effectiveness: accuracy and completeness with which users achieve specified goals NOTE: From ISO 9241-11 4. efficiency: resources expended in relation to the accuracy and completeness. NOTE: From ISO 9241-11 4. experience: encounter of a human being with a system, having a defined beginning and end NOTE: Besides the temporal aspect, experience is influenced by the
