<html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"><meta name="Generator" content="Microsoft Word 15 (filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:Helvetica;
panose-1:2 11 6 4 2 2 2 2 2 4;}
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph
{mso-style-priority:34;
margin-top:0in;
margin-right:0in;
margin-bottom:0in;
margin-left:.5in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
span.EmailStyle17
{mso-style-type:personal-reply;
font-family:"Calibri",sans-serif;
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
/* List Definitions */
@list l0
{mso-list-id:208226762;
mso-list-type:hybrid;
mso-list-template-ids:-1645713474 269025303 269025305 269025307 269025295 269025305 269025307 269025295 269025305 269025307;}
@list l0:level1
{mso-level-number-format:alpha-lower;
mso-level-text:"%1\)";
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level2
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level3
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l0:level4
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level5
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level6
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
@list l0:level7
{mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level8
{mso-level-number-format:alpha-lower;
mso-level-tab-stop:none;
mso-level-number-position:left;
text-indent:-.25in;}
@list l0:level9
{mso-level-number-format:roman-lower;
mso-level-tab-stop:none;
mso-level-number-position:right;
text-indent:-9.0pt;}
ol
{margin-bottom:0in;}
ul
{margin-bottom:0in;}
--></style></head><body lang="EN-CA" link="blue" vlink="purple"><div class="WordSection1"><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">We have had to cook up our own monitoring and right now it consists of:</span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"> </span></p><p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><span style="mso-list:Ignore">a)<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">OPTIONS/ping/latency/jitter monitoring of IP addresses for each vendor </span></p><p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><span style="mso-list:Ignore">b)<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Near real time monitoring with email alerts and CDR examples whenever each vendor falls out of bounds on:</span></p><p class="MsoListParagraph" style="margin-left:1.0in"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><span style="mso-list:Ignore">a.<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Percentage of connected calls (with a breakdown of TOP 5 SIP failure responses (503, 404, 403, etc). </span></p><p class="MsoListParagraph" style="margin-left:1.0in"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><span style="mso-list:Ignore">b.<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Percentage of PDD calls (8 seconds or more) </span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">This is a pretty blunt tool, but it has helped identify cases where a vendor goes completely down or has systemic problems that are noticeable to customers. </span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">We have been reaching out to carriers proactively, problem CDRs are sent along with the alert email, which makes it easy to forward. However I am not sure, doing so actually improves anything. The penalty box approach may work better. </span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"> </span></p><div><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Best Regards,</span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Ivan Kovacevic</span></p><p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Vice President, Client Services</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Star Telecom | <a href="http://www.startelecom.ca/">www.startelecom.ca</a> | SIP Based Services for Contact Centers | <a href="http://www.linkedin.com/company/star-telecom-www.startelecom.ca-?trk=top_nav_home">LinkedIn</a></span></p></div><div><div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0in 0in 0in"><p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif"> VoiceOps [mailto:<a href="mailto:voiceops-bounces@voiceops.org">voiceops-bounces@voiceops.org</a>] <b>On Behalf Of </b>Anthony Orlando via VoiceOps<br><b>Sent:</b> Tuesday, October 06, 2015 12:19 PM<br><b>To:</b> Peter Beckman <<a href="mailto:beckman@angryox.com">beckman@angryox.com</a>>; VoiceOps <<a href="mailto:voiceops@voiceops.org">voiceops@voiceops.org</a>><br><b>Subject:</b> Re: [VoiceOps] Lack of Quality Industry-wide</span></p></div></div><p class="MsoNormal"> </p><div><div id="yui_3_16_0_1_1444057044363_38550"><p class="MsoNormal" style="background:white"><span style="font-family:"Helvetica",sans-serif;color:black">You are correct Peter. It's a constant struggle. For years I used a product from Empirix called Intelisight. It gave us the ability to monitor carriers (and other managed objects) with defined sets of KPI's. Once I saw a carrier have issues (PDD, quality, excessive 503's) I used to call them and tell them they had a problem. Hours or days later they would resolve. I got away from that practice and just routed around them. Funny how they notice that. Once the issue was resolved I put them in a penalty box and slowly added traffic. Once they realized I was measuring their performance and there would be financial repercussions it's amazing how the quality of their under lying carriers improved. My carrier ticket count dropped by 25-30%.</span></p></div><p class="MsoNormal" style="background:white"><span style="font-family:"Helvetica",sans-serif;color:black"> </span></p><div id="yui_3_16_0_1_1444057044363_38686"><div id="yui_3_16_0_1_1444057044363_38685"><div id="yui_3_16_0_1_1444057044363_38684"><div class="MsoNormal" align="center" style="text-align:center;background:white"><span style="font-family:"Helvetica",sans-serif;color:black"><hr size="1" width="100%" align="center"></span></div><p class="MsoNormal" style="background:white"><b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black">From:</span></b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black"> Peter Beckman <<a href="mailto:beckman@angryox.com">beckman@angryox.com</a>><br><b>To:</b> VoiceOps <<a href="mailto:voiceops@voiceops.org">voiceops@voiceops.org</a>> <br><b>Sent:</b> Tuesday, October 6, 2015 10:27 AM<br><b>Subject:</b> [VoiceOps] Lack of Quality Industry-wide</span><span style="font-family:"Helvetica",sans-serif;color:black"></span></p></div><div id="yui_3_16_0_1_1444057044363_38731"><p class="MsoNormal" style="margin-bottom:12.0pt;background:white"><span style="font-family:"Helvetica",sans-serif;color:black"><br>In the last 3 months I've been consistently frustrated by my carriers.<br><br> "3-4 minutes is acceptable delay for delivery of SMS messages."<br><br> "Our termination change now throws 504s instead of 503s 20-50% of the<br> time and adds 2-3 seconds of delay to your call attempts. We didn't<br> notice, and though you did, it's been 3 days and we haven't fixed it.<br> Sorry!"<br><br> "There was an outage? Works for me now!"<br><br> "Someone upstream is intentionally dropping SMS messages. But we can't<br> say who it is, and we can't get them to fix it because they aren't our<br> carrier."<br><br>Does the industry just suck at knowing when their stuff is broken, or only<br>react when enough customers complain? Do carriers simply not instrument,<br>monitor or graph metrics of their operations and proactively monitor and<br>fix issues?<br><br>My Thresholds:<br> * SMS delivery end-to-end: Under 10 seconds<br> * 503 Route Advance: Under 1 second<br> * Response/Notice to termination/API/origination/server outage: 20 minutes<br> * Fix a major issue (or provide a fix timeline): 3 days<br><br>Too many times in the last few months _I_ have been the canary in the<br>carrier's coal mine bringing attention to places where their operations are<br>broken or delayed. And even then, unless I escalate to management (like CEO<br>level), things move at the speed of a sloth. Most of the time it seems I<br>monitor my carrier's infrastructure more closely than they do.<br><br>I hope and dream of the unicorn carrier -- such great operational awareness<br>and execution that it doesn't matter how great their customer service is,<br>I'll never have to talk to them.<br><br>Beckman<br>---------------------------------------------------------------------------<br>Peter Beckman Internet Guy<br><span class="MsoHyperlink"><a href="mailto:beckman@angryox.com">beckman@angryox.com</a></span> <a href="" target="_blank">http://www.angryox.com/</a><br>---------------------------------------------------------------------------<br>_______________________________________________<br>VoiceOps mailing list<br><span class="MsoHyperlink"><a href="mailto:VoiceOps@voiceops.org">VoiceOps@voiceops.org</a></span><br><a href="" target="_blank">https://puck.nether.net/mailman/listinfo/voiceops</a><br><br></span></p></div></div></div></div></div></body></html>