Telchemy ITPX/NCUG 20111
Managing ^ VoIP Quality and Performance
Alan Clark, CEO Telchemy
Unified, Cloud Based, Virtualized, Hosted
Telchemy ITPX/NCUG 20112
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?
Telchemy ITPX/NCUG 20113
NCUG 2003
Telchemy ITPX/NCUG 20114
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
Telchemy ITPX/NCUG 20115
A day in the life of a VoIP Call
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBX
sip:[email protected] sip:[email protected]
Bob HenrySIP Trunk
SIP Aware Firewall Router
IPCentrex
Telchemy ITPX/NCUG 20116
A day in the life of a VoIP Call
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBX
sip:[email protected] sip:[email protected]
Bob Henry
SIPINVITE>>>>>
Telchemy ITPX/NCUG 20117
A day in the life of a VoIP Call
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBX
sip:[email protected] sip:[email protected]
Bob Henry
52 potential SIPerror codes
SIPINVITE>>>>>
404 UserNot Found<<<<<
Network outage caused registrationtimeout
Bad^
Telchemy ITPX/NCUG 20118
A day in the life of a VoIP Call
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBX
sip:[email protected] sip:[email protected]
Bob HenrySIP Trunk
SIP200 OK<<<<<
Telchemy ITPX/NCUG 20119
A day in the life of a VoIP Call
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBXBob Henry
“Hi Henry” “Hi Bob”
Telchemy ITPX/NCUG 201110
A day in the life of a VoIP CallBad
^
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBXBob Henry
Firewall did not open port for incoming media stream
“hello .. hello .. are you there .. hello….?”
“Yes Bob – can you hear me?”
“One Way Voice”
Telchemy ITPX/NCUG 201111
A day in the life of a VoIP CallBad
^
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBXBob Henry
“Could you repeat that,is there something wrong with your phone?”
“Yes Bob – can you hear me?”
Overloadedaccess link
Telchemy ITPX/NCUG 201112
A day in the life of a VoIP CallBad
^
SIP Proxy /Softswitch
SIP Proxy /Softswitch
LocalIP PBXBob
“Hello .. hello .. hello .. hello”Gateway
POTS line
Echo
Telchemy ITPX/NCUG 201113
Performance Management – Intelligent Phones
RTCP XR
RTCP XR
VoIP Performance Monitoring
Agent
Supported by Adtran, Avaya (Nortel SIP phones), Cisco (SPA family), Polycom, Snom..
RFC3611
Telchemy ITPX/NCUG 201114
Performance Management – Intelligent Phones
RTCP XR
RTCP XR
“Collector”
SIP RTCPSummary
Report
SIP RTCPSummary
Report
VoIP Performance Monitoring
Agent
End of CallReport
Telchemy ITPX/NCUG 201115
RFC6035 – SIP RTCP Summary Report
SIP header PUBLISH or NOTIFY
Endpoint identification
Local Metrics
Remote Metrics
Configuration data – codec, jitter buffer…Loss, Jitter, Delay, R factors, MOS scores..
Extensions – Signaling metrics/ failure reasons
Configuration data – codec, jitter buffer…Loss, Jitter, Delay, R factors, MOS scores..
Local/Remote URI and IP, Location identifier
XR
Local Remote
Telchemy ITPX/NCUG 201116
RFC6035 - 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
Telchemy ITPX/NCUG 201117
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, 0-120 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
Telchemy ITPX/NCUG 201118
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
Telchemy ITPX/NCUG 201119
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 site-site 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
Telchemy ITPX/NCUG 201120
NOC
Example VoIP Performance Management System
SQmediatorCollector
SQmediatorController
SQmediatorReporter
Multiple userWeb based GUI
Database server(Oracle or PostgreSQL)
3rd PartyNMS
SNMP trapsEmail alertsWS API
dB
VoIP performance data from standards based CPE
Active test
RFC6035
SQmediatorCollector
SQmediatorCollector
SQmediatorReporter
PassiveMonitoring
Telchemy ITPX/NCUG 201121
VoIP Performance Management System
Telchemy ITPX/NCUG 201122
VoIP Performance Management System
Multiple customizable Services
Telchemy ITPX/NCUG 201123
VoIP Performance Management System
MOS Histogram
SignalingPerformance
Telchemy ITPX/NCUG 201124
VoIP Performance Management System
Call Volume
Quality vs Time
Telchemy ITPX/NCUG 201125
VoIP Performance Management System
Identifies problems by type
Identifies problems by customer/ location
Telchemy ITPX/NCUG 201126
VoIP Performance Management System
Drill down by clicking on bar
Telchemy ITPX/NCUG 201127
Problem Detection & Drilldown
List of calls ortests with thisproblem
Click on anyrecord to seedetails of callor test
Telchemy ITPX/NCUG 201128
Problem Detection & Drilldown
Detailed report with all metrics
Self explanatory metrics, easy to understand
Expert diagnosis button
MOS scores and R factors for Voice and Video tests
Telchemy ITPX/NCUG 201129
Service provider vs Customer dashboard
Service Provider
Full access
Customer
Dashboard for own data
Customer
Full access to own data
Access restricted to customer’s own dataAccess can be restricted ifneeded
Telchemy ITPX/NCUG 201130
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
Telchemy ITPX/NCUG 201131
Example Deployment
Dallas
Teleworker
Berlin
San Francisco
Atlanta
SQmediator
Service Provider
Customer Dashboard
Network Operations
Telchemy ITPX/NCUG 201132
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?