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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">You guys are discovering the dirty little secrets of voice service and why Quality of Service (QoS) has fallen of a cliff... I have been doing int’l voice termination
and networks for nearly 30 years now and back then it was “big-iron” switches and dedicated circuits costing lots of money... with monthly expense high, a carrier had to properly cost justify every connection and pay attention to the results..QoS was NOT a
problem and pretty much everything connected and sounded well.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Then VoIP came along and as the MBA’say, “Barriers to entry” disappeared... lots and lots of small operators came along with little QoS rules and started hawking
their wares...on the demand side, telco’s became indiscriminate about who and how many they inter-connected with since it did not cost much for a voip connection (compared to nailed up TDM circuits!)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">and on it went,, 10 years later and no real standardization of QoS has been created. Companies have services with names like “standard quality service” translate
this to “cheap but nothing works” and “premium quality” which is better.. Nowadays, with USA AND Int’l voice termination, carriers spend their efforts on managing the rates (not the QoS) lest they screw up and go negative margins, get cherry picked or increase
rate disputes (the bane of our industry..)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">We need standardization like you reference and our company is building an online system to develop exactly those standard of quality with Int’l voice. as a short
term solution, we do NOT deal with “a-z standard rates” since there is no way we can test the thousands of rate destinations. Instead we accept only one or two int’l destinations from any one vendor and then we manually test prior to production routing.. this
is pretty much the only way you can now guarantee any sort of QoS. Hopefully we will come up with better long term solutions in the years to come.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<div>
<p class="MsoNormal"><b><i><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#1F497D">Paul Stamoulis
</span></i></b><b><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#1F497D"> +1 212 444 3003
<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#1F497D"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-family:"Tahoma",sans-serif;color:#1F497D"><a href="http://www.onestoptel.net/" title="http://www.onestoptel.net/
http://www.wlexchange.net/"><span style="color:#1F497D">www.OneStopTel.net</span></a>
<i>Thousands of Carriers...One Connection!<o:p></o:p></i></span></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><i><span style="font-size:8.0pt;color:navy">Onestopcorp and Onestoptel monitors and reads all emails as only business emails are permitted to be sent and received. Onestopcorp
also monitors emails for compliance reasons and to ensure that no unauthorized disclosure of confidential information is passed via the email system. This email and any attachments are confidential. It is intended for the recipient only. If you are not the
intended recipient, any use, disclosure, distribution, printing or copying of this email is unauthorized. If you have received this email in error please immediately notify the sender by replying to this email and delete the email from your computer. The contents
of any attachment to this email may contain software viruses, which could damage your own computer system. While Onestopcorp has taken every reasonable precaution to minimize this risk, we cannot accept liability for any damage, which you sustain as a result
of software viruses. You should carry out your own virus checks before opening the attachment.</span></i><i><span style="font-size:8.0pt;color:#1F497D"><o:p></o:p></span></i></p>
<p class="MsoNormal"><b><span style="font-family:"Tahoma",sans-serif;color:#1F497D"><o:p> </o:p></span></b></p>
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> VoiceOps [mailto:voiceops-bounces@voiceops.org]
<b>On Behalf Of </b>Ivan Kovacevic<br>
<b>Sent:</b> Tuesday, October 06, 2015 2:29 PM<br>
<b>To:</b> Anthony Orlando <avorlando@yahoo.com>; Peter Beckman <beckman@angryox.com>; voiceops@voiceops.org<br>
<b>Subject:</b> Re: [VoiceOps] Lack of Quality Industry-wide<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><span lang="EN-CA"><span style="mso-list:Ignore">a)<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">OPTIONS/ping/latency/jitter monitoring of IP addresses for each vendor </span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><![if !supportLists]><span lang="EN-CA"><span style="mso-list:Ignore">b)<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:1.0in"><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoListParagraph" style="margin-left:1.0in"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Percentage of PDD calls (8 seconds or more)
</span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><span lang="EN-CA"><o:p></o:p></span></p>
<div>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Best Regards,</span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Ivan Kovacevic</span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Vice President, Client Services</span><span lang="EN-CA"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span 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><span lang="EN-CA"><o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-CA"> <o:p></o:p></span></p>
<div>
<div id="yui_3_16_0_1_1444057044363_38550">
<p class="MsoNormal" style="background:white"><span lang="EN-CA" 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><span lang="EN-CA"><o:p></o:p></span></p>
</div>
<p class="MsoNormal" style="background:white"><span lang="EN-CA" style="font-family:"Helvetica",sans-serif;color:black"> </span><span lang="EN-CA"><o:p></o:p></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 lang="EN-CA" style="font-family:"Helvetica",sans-serif;color:black">
<hr size="1" width="100%" align="center">
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<p class="MsoNormal" style="background:white"><b><span lang="EN-CA" style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black">From:</span></b><span lang="EN-CA" 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 lang="EN-CA"><o:p></o:p></span></p>
</div>
<div id="yui_3_16_0_1_1444057044363_38731">
<p class="MsoNormal" style="margin-bottom:12.0pt;background:white"><span lang="EN-CA" 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><span class="MsoHyperlink"><span lang="EN-CA" style="font-family:"Helvetica",sans-serif"><a href="mailto:beckman@angryox.com">beckman@angryox.com</a></span></span><span lang="EN-CA" style="font-family:"Helvetica",sans-serif;color:black">
<a href="" target="_blank">http://www.angryox.com/</a><br>
---------------------------------------------------------------------------<br>
_______________________________________________<br>
VoiceOps mailing list<br>
</span><span class="MsoHyperlink"><span lang="EN-CA" style="font-family:"Helvetica",sans-serif"><a href="mailto:VoiceOps@voiceops.org">VoiceOps@voiceops.org</a></span></span><span lang="EN-CA" style="font-family:"Helvetica",sans-serif;color:black"><br>
<a href="" target="_blank">https://puck.nether.net/mailman/listinfo/voiceops</a></span><span lang="EN-CA"><o:p></o:p></span></p>
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