STC CEM Customer Journey Metrics

Functional Requirement Specification

UC7: I can use my mobile for Voice calls

Linked to CJ group

UCx7: I can use my Mobile for Voice-calls, On & Off-net

Verified tmforum Conformant

Version 1.6 (2011-05-31) i
Abstract
STC CEM requires that a Customer Journey (CJ) ICT SQM UI, based upon objective and measurable Customer
Journey Touch-points should be developed for the CJ’s that an STC customer is likely to undergo in his day-
to-day interaction with STC services.
The CEM project focuses on Telecom Customer Experience assurance and aims to provide an end-to-end
Telecommunications Management Forum (TmF) based CJ quality monitoring and management solution for
STC.
The System should encompass features which can monitor, analyze and report the service quality and
customer experience of the Touch-points in the TmF Customer Experience Lifecycle model, Buying, Using
and Sharing and thus assure optimum Customer Experience on a per Journey, per User basis. (PJPU)

Audience:
This document is aimed primarily at:
• STC and Huawei CEM Engineers & Management
• Huawei product developing engineers

Modification record
Title Description Contact Information
Document Owner The person who wrote or owns this Keith Gardiner (KWX306548)
document
Change Log 1 8/4/2016 Draft 1.1 Updated Logo’s, Footer and
Overview
Change Log 2 21/06/2016 Draft 1.2 Additions for Pre-paid CJ

Change Log 3 25/07/2016 Draft 1.3 Included CT Functional

Requirements, for A & A, Ch. 14

Change Log 4 30/07/2016 Draft 1.4 Included IT Functional

Requirements, for A & A, Ch. 15

Change Log 5 14/04/2017 Draft 1.5 Merged Voice Keith Gardiner (KWX306548)
calls (on-net) UC7/UCP7/UCE7 &
UCPE7 and “UCx21: I can use my
mobile to call off-net”. Added DestID
Name changed to include On & Off-
net Dimensions
Change Log 6 Updated Chapter 1 with clear Alan Hao 00725379 & Feng
functional requirements Jianzhao 00230188
Change Log 7 23/04/2017 Vn 1.6: Included MCC Keith Gardiner (KWX306548)
(Mobile Country Code in
Dimensions in order to capture
Inbound Roamers usage.

Version 1.6 (2011-05-31) ii

 Review TM Forum Initial Conformance Review by TM Alfred Anaya-Dubernard
V1R2 Forum aanaya@tmforum.org

Version 1.6 (2011-05-31) iii

Contents

1 Overview ...................................................................................................................................... 1
1.1 Business Value: Customer Journey Dashboard ............................................................................................................. 1
1.2 Objective: ...................................................................................................................................................................... 1
1.3 Functional Requirements Overview:............................................................................................................................. 2
1.4 Functional Requirements: ............................................................................................................................................. 3
1.5 Integration Requirements ............................................................................................................................................. 5
1.6 Abbreviations ................................................................................................................................................................ 5
1.7 FRS Document Methodology: ....................................................................................................................................... 6
2 UCx7: Mobile Voice call, On & Off-net ................................................................................. 7
2.1 Overview: ...................................................................................................................................................................... 7
2.2 Functional Value: .......................................................................................................................................................... 7
The Mobile Voice call CJ will allow the CEM team to: ........................................................................................................ 7
2.3 Solution Description ..................................................................................................................................................... 8
2.3.1 Customer Flow ........................................................................................................................................................... 8
2.3.2 TMF Metrics proposed. .............................................................................................................................................. 9
2.3.3 Metrics required. ..................................................................................................................................................... 11
2.3.1 Analysis Metrics required. ....................................................................................................................................... 13
2.4 Mobile Voice-call system Chart ................................................................................................................................... 13
2.5 Data to deliver the metrics ......................................................................................................................................... 14
2.5.1 System Flow ............................................................................................................................................................. 14
2.5.2 Formula .................................................................................................................................................................... 16
2.5.3 System example data ............................................................................................................................................... 17

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1 Overview

1.1 Business Value: Customer Journey Dashboard

A Customer Journey (CJ) is comprised of multiple Touch-points, (TP) where a Customer has interactions
with a Telco Operator during their day-to-day transactions, usually across several of the Telco Operator’s
Business domains and Access Channels. (e.g. through retail outlets, the Web, Telco network and User
Equipment (UE))
In most Telco’s, there are structured Organizational silo’s where each Business unit controls his, and his-
only domain and what this means is that no single unit ever has total visibility or, more importantly,
accountability for the entire Customer Journey experience.
Looking solely at individual transactions makes it difficult for the Telco Operator to exactly identify where
to direct improvement efforts because performance data is also stored in silo’s and are monitored by
several, equally silo’d individuals making it difficult to reconcile the impact of failures upon other
domains.
Cumulative bad experiences within a CJ through any Access Channel will quickly lead to a poor Customer
Experience Index.
By introducing a way of monitoring and actioning a degraded CJ that a Customer may experience, by
means of defined threshold values for each Touchpoint within that CJ, the Operator is provided with an
End-to-end view of the Customer Experience and will discover more-effective ways to collaborate across
functions units (the silo’s), and provide a process that delivers gains throughout the Telco Operator’s
Organization, for example:
• Improved Customer Experience,
• Reduced Customer Complaints,
• Reduced churn,
• Increased revenue.
• More effective equipment utilization.

1.2 Objective:
• The objective is to cover the technology-related lifecycle of the customer included in the TmF model
of Buying, Using and Sharing and to measure the user experience at each touch point.
• Based on that, STC can ensure and improve the customer experience on all targeted journeys.

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 1.3 Functional Requirements Overview:
1. A customer’s interaction with STC has been defined by means of Customer journeys. Customer
journeys are a recognised industry wide technique used to measure moments of truth with
customers and how customers are treated.

2. The value in customer journeys is in ascertaining for each SMOT (Single Moment of Truth) what
the customer expects and what level of service quality is delivered to the customer. This is
recorded by means of metrics.

3. Many Customer Journeys provide customers experience in totality and a customer’s interactions
must be able to be assessed not only in one journey but across all journeys they are involved
within.

4. STC’s customer journey framework is based upon decomposition of TM Forums CEM structure.
This is displayed within TMF’s Customer Experience Lifecycle Model, whereby solution should be
able to track the experience of each customer across all the phases of customer’s typical lifecycle
with a service provider i.e. Buying, Using and Sharing.

Reference: TMF GB962-C

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 1.4 Functional Requirements:
1. Monitoring Capability

Service alarms should be raised when the performance is outside user specified norms of
tolerance. These should allow, if not acted upon by the team within a specified period, the auto
creation of trouble tickets which will be assigned to the correct remedy queue and escalated as
appropriate through the organization.

Provide real-time Consumer & Enterprise CX monitoring and tracking. Provide flexible and
configurable alarms and trouble ticket generation in case of CX breaches at various levels like
Customer, Service, Journey, Touchpoint, NE and Area.

2. Analysis Capability

Ability to query defined metrics based on required dimensions (such as channels, customer type,
service type and etc) to perform needed analysis. Capability of combination of certain dimensions
such as customer type, technology type and etc. All ICT and NW topology starting from channels till
all contributed NEs need to be covered. Comparison capability should be provide for historical
analysis on same metrics and similar objectives.

3. Filtering Capability

The creation of a capability to filter criteria within a dashboard screen to provide information to
Analysis use cases. This filter should be able to be saved for subsequent rerunning of such use case
queries. By adding this filter concept we are effectively creating a dynamic dashboard that analysis
can use to answer specific use case queries. The ability to engage extra filtering requirements,
such as those customers who don’t receive the service that they are provisioned for. This requires
alignment with use cases of analysis.

4. Drill Down Capability

All dash boards need to contain a drill down capability to the xDR and signaling by customer and so
provide in-context drill down to root causes of all CX issues enabling step-wise troubleshooting. The
ability to report summaries of root-causes that have distressed customers. Should provide message
flow schematics based upon direct NE integration.

5. Reporting & Analytic Capability

The CJ should have Big Data, Real-time Processing, and Analytics as needed to process and analyse
customer experience and service quality data from a variety of high-volume data sources and allow
multi-dimensional analytical queries for analysis and reporting needs. Capability of xDR and SDR
extraction and correlation; storage to keep final results for historical analysis purpose; Mata-data

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 management; Flexibility of multi-dimension analytic and reporting; UI for end user to perform
direct analysis activities and Integration of other 3rd party reporting tools.

6. Dynamic Dashboard

Dashboards should have the ability to be user configurable and have the capability for the user to
dynamically select metrics from an available catalogue. These should be able to be amended as per
the user’s individual requirements so that the metrics can be designed by user interaction to
provide amended / new metrics using the source data that reflect the needs of the user.

7. Single view of customer Capability

Across- technology tracing capability to enable unified visibility to customers experience issues
between Fixed and Mobile. Provide End to End automatic data correlation required to cover the CJ
via all TPs from related sources. Ability to link multiple product/services to customer using unique
IDs, accounts, etc. Capability to let end user query with multiple type of user identification such as
MSISDN, IMSI, IMEI, Telephone number and etc.

8. Metrics Customization Capability

Allow extensive customization capabilities for introducing new services, metrics, KPIs/KQIs,
business/data flow changes, topology changes etc. without any development or changes needed in
the core product.

Provide a dynamic feature of building new CJ’s with customized TPs and related metrics and
dimensions.

9. Export Capability

All information on the dashboard can be exported as required by end user per agreed format.

10. System Availability and Stability

System resource will be dedicated for GUI features which should be impacted by other DB related
activities.

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 11. Dashboard Time Granularity

The Dashboard should allow the user to choose various time-granularities as follows:

15 minutes, 1 hour, 24 Hours, 7 Days, 1 Month 3 Months.

1.5 Integration Requirements

The product should be fully integrated with any required STC systems/Tools in order to
demonstrate an E2E view of the service quality and customer experience of the services and
metrics included in the scope. These integrations should enable the solution to provide E2E
service quality visibility and correlation starting from Physical layer till Application layer, and
vendor should demonstrate how the solution along with existing STC systems can be used to find
the root cause of service experience issues with possible ICT faults and degradations in lower
layers including physical connectivity layer.

1.6 Abbreviations

Abbreviation Description

CEM Customer Experience Management

TmF/TMF TM Forum (www.tmforum.org)

SoW Scope/Statement of Work

HLD High Level Design

LLD Low Level Design

HW Hardware

SW Software

KPI Key Performance Indicators

KQI Key Quality Indicators

QoS Quality of Service

CEI Customer Experience Index

CX Customer Experience

CSAT Customer Satisfaction

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 NPS Net Promoter Score

OSS Operations Support Systems

BSS Business Support Systems

DPI Deep Packet Inspection

1.7 FRS Document Methodology:

• The Functional Requirements Specification is derived from the development of a straw-man
customer journey discussed with STC, where the activities / steps that a customer will engage in are
documented.
• Metrics, based upon the TMF Metric Catalogue are subsequently aligned to the journey, with
metrics attached to a customer step. These metrics display the efficiency that the customer has
experienced at each step.
• The various Technological functional units involved at each Touch-point are then identified and
captured in a Sequence-flow diagram.
• This then enables further analysis of the required STC metrics and functional units involved for each
identified Customer Journey by the downstream P&S (Huawei Product& Support) so that they can
determine, in conjunction with STC, how to capture and represent this information. This will allow
P&S to deliver HLD and LLD documents which will drive a customer experience management
product that manages the delivery of STC services based upon a an End-to-end Customer Journey
view.

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2 UCx7: Mobile Voice call, On & Off-net

2.1 Overview:
Mobile Voice call is an important journey for a prepaid customer. Apart from the Network that supports the call,
the IT systems which monitor and allow calls to proceed, in the Pre-paid instance, based on the Customer’s Top-
up balance also need to be monitored for correct functionality.
By analyzing customers and not just pure network or IT transactions, we can understand how a customer is
treated end to end within the call experience regardless of the tools that are used to accomplish the journey.
Our use of dimensions allows us to drill down to understand issues that customers may have, for example by
region, by delay in Top-up activation and so-on.

Note: a. This document merges UC7/UCP7/UCE7 & UCPE7 so a filter will be necessary to enable a
Dashboard user to be able to choose any single type, multiples of, or all of the 4 CJ’s mentioned.
b. It also merges UC21/UCP21/UCE21/& UCPE21 (Off-net calls) so similarly, a filter should be provided that
allows DestID to be filtered so that any or all off-net destination number can be monitored.

I. UC7: I can use my mobile for Voice calls

II. UCP7: I can use my mobile for Voice calls
III. UCE7: I can use my mobile for Voice calls
IV. UCPE7: I can use my mobile for Voice calls
V. UC21: I can use my Mobile to call Off-net
VI. UCP21: I can use my Mobile to call Off-net
VII. UCE21: I can use my Mobile to call Off-net
VIII. UCPE21: I can use my Mobile to call Off-net

c. The addition of the MCC (Mobile Country Code) to the Dimensions field enables the capture of Inbound
Roamers’ quantity and usage patterns although, since the Inbound Roamers’ profile is unknown to STC the
value is limited. However, it can be useful for monitoring the number of Inbound Roamers, the Voice usage and
Destination ID data.
It is therefore necessary to enable filtering on the MCC.

2.2 Functional Value:

The Mobile Voice call CJ will allow the CEM team to:
1. Monitor the performance of the Customer’s usage on the STC Network.
2. Monitor interactions within STC OSS and set suitable benchmarking.
3. Monitor daily work against the benchmarking and resulting alerts.
4. Provide demarcation for identified issues and drive resolution thereof.
5. In conjunction with the Analysis team, provide insight to common problems.

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 6. Allow problem resolution before other customers are affected.

2.3 Solution Description

2.3.1 Customer Flow

The Pre-paid Mobile Voice call occurs when a customer wishes to make a pre-paid voice call and the steps that a
he will go through are detailed below in the customer journey.

Customer PR1
wants to

I Dial Get a Get Convers Call End Billing

D
ring- ation No Usage
connec
Y New
e session
s

TRIGGERS

Custom New
PR1
er
Yes
I Dial Get a Get Conve Call Billing
D
No

Thus, we identify what functional area owns the delivery of service to the customer at each step. Technology
functions activate, monitor and maintain the voice-call until either the connection fails or it is terminated by
either A or B party. Metrics, based upon TMF can be attached to each stage.

Version 1.6 (2011-05-31) 8

 TRIGGERS

Customer
wants to make PR1 New session
a call

Yes
D
Get ring- Answer and r Billing
Get a Call End
I Dial tone Conversation o Usage
connection No
(Alerting) p message

2)
CCO-C-5 # Calls Answered
CO-C-8 % Call Good Voice Quality
3)
CO-C-6 # Calls Dropped
CO-C-7 % Calls Dropped
Perceived
1)
CO-C-1 # Mobile Originated Call Attempts
CO-C-2 # Mobile Originated Call Alerting
CO-C-3 % Call Setup Success Perceived
CO-C-4 # Seconds per Call Origination,
from CM Service Request to Alerting

System Network/CRM/Billing •Network •Network •Network •Billing/SMS

3) •None
KPI None
1) 2)

PR1

At this point, there are certain Pre-requisites that will determine whether-or-not the
mobile-user will be able to establish a call as follows:
PR1 • Is there RF Coverage?
• Is the UE attached?
• Is there Network Congestion?
• Has the mobile-user sufficient Credit to make a call
• Is the Billing configuration OK?
• Is the handset configured correctly?
• Does the Customer profile configuration allow such a call?

It is not envisaged to capture these pre-requisites in this CJ.

2.3.2 TMF Metrics proposed.

The following TMF based metrics are proposed to enable the analysis of the Mobile Voice-call customer journey.

CO-C-1 # Mobile Originated Call Attempts

# Channel Required messages received for voice call origination
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: Number
Capture Period: 15 minutes

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 Value: Used to measure Voice Service performance
Comments:-
1. Capture period should be a maximum value. Shorter capture periods are preferred
2. Called Party Number, DestID can be used to estimate the type and importance of the call. Some call
failures will impact customer experience more than others, e.g. Calls to helpdesks, online banking,
competitor service providers

CO-C-2 # Mobile Originated Call Alerting

# Alerting messages transmitted for voice call origination
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: Number
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments: None

CO-C-3 % Call Setup Success Perceived

# Mobile Originated Call Alerting/# Mobile Originated Call Attempts
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: %
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments: None

CO-C-4 # Seconds per Call Origination, from CM Service Request to Alerting

Sum (Time of Alerting Transmitted – Time of CM Service Request Received)/# Mobile Originated Call
Alerting
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: Seconds
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments: None

CO-C-5 # Calls Answered

# Connect messages transmitted or received for voice call origination
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: Number
Capture Period: 15 minutes
Value: Used to measure Voice Service performance

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 Comments: None

CO-C-6 # Calls Dropped

# Clear Request messages received after call connection
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: Number
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments: None

CO-C-7 % Calls Dropped Perceived

# Calls Dropped/# Calls Answered
Dimensions: Customer ID, Device ID, Location, Originating Cell ID, Called Party Number, DestID, Technology
Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: %
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments: None

CO-C-8 % Call Good Voice Quality

# MRs with Rxqual 0-2/# MRs
Dimensions: Customer ID, Device ID, Location, Cell ID, Call ID, Called Party Number, DestID
Units: %
Capture Period: 15 minutes
Value: Used to measure Voice Service performance
Comments: More sophisticated methods of assessing voice quality and MOS may be used. Many of these will be
proprietary and beyond the scope of this document.

CO-F-10 # Seconds Call Origination Standard Deviation

Standard Deviation of # Seconds Call Origination, from CM Service Request to Alerting
Dimensions: Device Type, Region ID, Technology Type {GSM, 3G, TD-LTE, FD-LTE….}
Units: Seconds
Capture Period: 1 month
Value: Used to measure the consistency of call setup times
Comments: None

2.3.3 Metrics required.

The following TMF based metrics are required by STC to enable the analysis of the Mobile Voice-call customer
journey. The table below shows system source and proposed capture period.

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 Metric System Dimension Capture
Period
CO-C-1 # Mobile originated Call Attempts SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}
CO-C-2 # Mobile Originated Call Alerting SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}
CO-C-3 % Call Setup Success Perceived SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}
CO-C-4 # Seconds per Call Origination, from SEQ Customer ID, Device ID, UE type, MCC, Near Real-
CM Service Request to Alerting Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}
CO-C-5 # Calls Answered SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}
CO-C-6 # Calls Dropped SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, CCT Code, Technology Type {GSM,
3G, TD-LTE, FD-LTE….}
CO-C-7 % Calls Dropped Perceived SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}
CO-C-8 % Call Good Voice Quality SEQ Customer ID, Device ID, UE type, MCC, Near Real-
Location, (Region, Province, City) time
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}

Version 1.6 (2011-05-31) 12

 Metric System Dimension Capture
Period
CO-F-10 # Seconds Call Origination Standard SEQ Customer ID, Device ID, UE type, MCC, Monthly
Deviation Location, (Region, Province, City)
Originating Cell ID, Called Party Number,
DestID, Technology Type {GSM, 3G, TD-
LTE, FD-LTE….}

2.3.1 Analysis Metrics required.

In order to add further value to the CJ, further KPI’s are requested by Analysis as follows:

KPI Calculation Formula Dimension

Handover success rate (MSS Pool)
Handover successes (MSS
Pool)/Handover Attempts (MSS
Pool)
Call Duration
State, Region, MSC pool, MSC,
BSC/RNC or CGI/SAI
Customer ID, Device ID, Location,
Originating Cell ID, Called Party
Number, DestID, Technology Type
{GSM, 3G, TD-LTE, FD-LTE….}

2.4 Mobile Voice-call system Chart

The technology system that manages this operation is provided below, along with the sequence of activities that
contribute to this journey being fulfilled. The systems involved being:-
SEQ Analyst Platform, data collection by both Active and Passive probes deployed on the Mobile network. For
the Mobile Voice-call scenario, the probes are identified under “CS”, marked in Green whilst the actual mobile
data is marked in Red.

Version 1.6 (2011-05-31) 13

 Platform

GMSC
HL G SGi
E GGS
R i
C/D N
P-GW S5/
MSC S-GW
MSC SMS G G S8
Nc a
b C r n S4 S11
M M
N S1-U
c c MME
b Iu-CS SGS Gn/S
MGW MGW A Gb Iu-
N 3 S1-
S6a
PS MME
BSC RNC
HSS
Abis

BTS NodeB eNodeB

Collection Data from CSCollection Data from LTE

Collection Data from PSNetwork
domain domain Data from Mobile
Collection
phone

2.5 Data to deliver the metrics

2.5.1 System Flow

Figure 2.1: Flowchart of CS voice services. In this example, we show the flow for a 3G Network, however the flow
for 2G is very similar.

MO RNC MSC RNC MT

A RRC 1
RRC
Con Setup
Process
Req CM Service
Period
Call Access

Request
Authentica/Setup/
P
Call Process
ag RRC Setup
Paging
in Process

CS RAB Response
g
Authentica/Setup/
Setup
Call
CSProcess
RAB
B 2 Alerting Setup
Ring Connect
Connect
C 3 User
ACK
Talking KQI
Experience
Talki
Trigger
Point
ng D Release
4 Point

Version 1.6 (2011-05-31) 14

The mobile originated (MO) voice service process includes three processes:
 Access process: the process from A to B shown in Figure 2-1
This process indicates the access process, from point (1) to point (2) (from user dialing to hearing ring tone).
 Talking process: the process from C to D shown in Figure 2-1
This process is defined as business process integrity and indicates whether voice links during the calling are
complete. A call is established when the called party answers the call. Retention process: the process from B to D
shown in Figure 2-1
This process is defined as business process retainability and used to assess whether a call is abnormally
terminated, or whether the call is interrupted due to poor voice transmission.
Points for measuring voice KQIs of UMTS networks are included in the processes from point (1) to point (4).
These KQIs are classified into accessibility, retainability, and integrity categories to reflect user experience for
voice services.
Table 2-1 describes all measurement items of CS voice services.

Table 2.1: Measurement items of CS voice services

Trigger ID Description of User Protocol or Technical Description

Experience

(1) A user presses the Time when a UE sends an RRC Connect Request
dial key. message

An RRC connection has been established when

the user combines services. At this time, the
time when the message is sent is regarded as
the time when the user presses the dial key.

(2) The calling party Time when the UE receives the Alerting message
hears the ring-back
tone.

(3) A normal call session Time when a UE sends a Connect ACK message
starts.

(4) The call ends properly The UE interrupts receiving normally or

or is interrupted abnormally released messages, that is, the UE
abnormally. receives or sends a Disconnect message.

The UE receives a normally released message,

and the voice quality is poor before the message
release. Therefore, the message may be
released because the user perceives exceptions
and releases the call.

Version 1.6 (2011-05-31) 15

 Table 2-2: KQIs of CS voice services

KQI Category Counter Definition

Accessibility CO-C-1 # Mobile MOCall_SetupRequest_Cnt (1)

originated Call Attempts
CO-C-2 # Mobile # Alerting messages received (2)
Originated Call Alerting
Retainability CO-C-3 % Call Setup # Mobile Originated Call Alerting/# Mobile
Success Perceived Originated Call Attempts x 100

Integrity CO-C-4 # Seconds per Time of Alerting Transmitted – Time of CM

Call Origination, from CM Service Request Received
Service Request to
Alerting
CO-C-5 # Calls # Connect messages (3)
Answered

CO-C-6 # Calls Dropped # of voice service call drops

CO-C-7 % Calls Dropped Number of voice service call drops/Number

Perceived of call setup success x 100%

CO-C-8 % Call Good

Voice Quality
CO-F-10 # Seconds Call
Origination Standard
Deviation

2.5.2 Formula
Metric Calculation Comments
CO-C-1 # Mobile originated Value 1
Call Attempts
CO-C-2 # Mobile Value 2
Originated Call Alerting
CO-C-3 % Call Setup
Success Perceived
CO-C-4 # Seconds per Call Value 1 to Value 2
Origination, from CM Service
Request to Alerting
CO-C-5 # Calls Answered Value 3

CO-C-6 # Calls Dropped

CO-C-7 % Calls Dropped

Perceived

Version 1.6 (2011-05-31) 16

 CO-C-8 % Call Good Voice
Quality
CO-F-10 # Seconds Call
Origination Standard
Deviation

2.5.3 System example data

Attached is the sample data received for this journey and other Mobile journey based on SEQ probes.

CT Data
Source.docx

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