While the importance of telephone technology and speech quality is sometimes overshadowed by emphasis on new types of digital voice services, your customers, your workforce, and your business rely on the quality of enterprise phone systems.
Fortunately there are ways to make sure your voice services (IVR, calls, CTI) are performing optimally and that telecom operators are providing good service levels (SLAs).
How is the voice quality of telephone systems tested? Let’s take three typical use cases:
These three types of use cases all involve bidirectional testing; in other words, placing a call and answering a call or, to put it differently, acting as both caller and callee. To do so, robots run test scenarios (possibly with SMS in addition to synthesized speech) on real telephone equipment, including softphones, at pre-defined frequencies.
They can test short calls to obtain metrics (availability, dial tone, call pick-up time, busy signal, garbled message, disconnection during the call, call set-up time or PDD), as well as long calls (minimum 3 minutes, for stability and other measurements) on any kind of communications network (analog/PSTN, as well as ISDN, GSM, GPRS, 4G).
Speech quality measurements can be made with or without comparison to a standard reference (ip-label’s Newtest voice robots, for instance, measure speech quality against a reference file).
Data about the performance of voice services from the end user’s point of view is collected when robots run scenarios. This data is processed according to a cognitive model. The ITU recommends certain quality assessment models (PESQ, POLQA…), which predict mean opinion scores (MOS) on scale of 1 to 5 for various types of speech distortions in audio transmission systems.
The end user’s perception of the quality of audio transmissions – how well he or she can hear voicemail instructions, for example, or communicate with the help desk – is the crucial criterion for evaluating voice quality.
If you would like further information about testing and monitoring the perceptual quality of fixed and mobile voice services, the experts at ip-label are willing and able to answer your questions.
For more information, download our white paper on Voice Monitoring!