\fB1\fR \fBObjectives concerning Table 1/E.422 and Table 2/E.422\fR
.sp 1P
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.PP
1.1
The purpose of
service observation
in the international service
is to assess the quality of service obtained by the calling subscriber.
Consequently, it is essential to have factual or objective recording of
observations (i.e.,\ successful and unsuccessful calls), and to present
them in the form of a table (see Table\ 1/E.422 for manual or semi\(hyautomatic
observations and Table\ 2/E.422 for automatic observations).
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\fB2\fR \fBManual or semi\(hyautomatic observations (Table 1/E.422)\fR
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.PP
2.1
Table 1/E.422 should be capable of being completed through the use of a
wide range of observation facilities, i.e.\ from the simple to the
sophisticated.
.bp
.sp 9p
.RT
.ce
\fBH.T. [1T1.422]\fR
.ce
TABLE\ 1/E.422
.ce
\fBObservations of international outgoing telephone\fR
.ce
\fBcalls for quality of service\fR
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
lw(120p) | lw(108p) .
Country of origin | Point of access:
.T&
lw(120p) | lw(108p) .
{
Outgoing international exchange |
} National side |
.T&
lw(120p) | lw(108p) .
Group of circuits | Link circuits |
.T&
lw(120p) | lw(108p) .
{
Service
\ |
\(lt
?02
| utomatic | ua\d\u)\d
Service
\ |
\(lb
| emi\(hyautomatic | ua\d\u)\d
} Outgoing side |
.T&
lw(60p) | lw(60p) | lw(108p) .
Period: from | to | Time of observations |
.TE
.TS
center box;
c | c s | c s , ^ | c | c | c | c.
Category Number Percentage
Subtotal Total Subtotal Total
_
.T&
l | l | c | l | c .
{
1.
Calls successfully put through (see note 1)
} ... ...
_
{
2.
Ring tone received but no answer
} ... ...
_
{
3.
Unsuccessful calls: \fIPositive\fR
indication of congestion, including
subscriber busy, from beyond the outgoing international exchange. Visual
signal, tone or recorded announcement
} ... ...
{
3.1
Subscriber busy/congestion indicated by visual
signal
} ... ...
{
3.2
Subscriber busy/congestion indicated by busy/congestion
tone
} ... ...
{
3.3
Congestion indicated by a recorded announcement
} ... ...
_
{
4.
Unsuccessful calls: Other visual signals, tones or recorded
announcements, not positively identified as category 3 or 8
} ... ...
4.1 Visual signal received ... ...
4.2 Tone received ... ...
{
4.3
Recorded announcement received
} ... ...
_
{
5.
Unsuccessful calls for other technical reasons
} ... ...
5.1 Wrong number obtained ... ...
{
5.2
Abandoned due to very poor speech transmission
} ... ...
{
5.3
No tone, no answer after waiting ... seconds
} ... ...
{
5.4
Reception of answer signal when the called party does not
reply
} ... ...
{
5.5
Other failures of a technical kind
} ... ...
_
{
6.
Unsuccessful calls due to incorrect handling by the calling
party
} ... ...
6.1 Wrong number dialled ... ...
6.2 Incomplete number ... ...
{
6.3
Call prematurely abandoned before receipt of signal, tone or
announcement (within less than ... seconds)
} ... ...
{
6.4
Call prematurely abandoned after receipt of ring tone (within
less than 30 seconds)
} ... ...
{
6.5
Other failures due to incorrect handling
} ... ...
_
{
7.
\fITotal calls monitored\fR
| categories 1\(hy6)
} ... 100
_
.TE
.nr PS 9
.RT
.ad r
\fBTable 1/E.422 [1T1.422], p.
.sp 1P
.RT
.ad b
.RT
.LP
.bp
.ce
\fBH.T. [2T1.422]\fR
.ce
TABLE\ 1/E.422\ \fI(cont.)\fR
.ps 9
.vs 11
.nr VS 11
.nr PS 9
.TS
center box;
cw(132p) | cw(24p) sw(24p) | cw(24p) sw(24p) , ^ | c | c | c | c.
Category Number Percentage
Subtotal Total Subtotal Total
_
.T&
lw(132p) | lw(24p) | cw(24p) | lw(48p) .
{
8.
Unsuccessful calls: \fIPositive\fR
indication of failure from outgoing
international exchange
} ...
.T&
lw(132p) | cw(24p) | cw(24p) | lw(48p) .
{
8.1
Congestion on outgoing international circuits
} ...
.T&
lw(132p) | cw(24p) | cw(24p) | lw(48p) .
8.2 All other indications ...
_
.T&
lw(132p) | cw(24p) | cw(24p) | lw(48p) .
{
9.
Successful calls with defects. These calls are included in
category 1
} ...
.T&
lw(132p) | cw(24p) | cw(24p) | lw(48p) .
{
9.1
Non\(hyreception of answer signal on chargeable calls
} ...
.T&
lw(132p) | cw(24p) | cw(24p) | lw(48p) .
{
9.2
Call with impaired intelligibility but not abandoned
} ...
.T&
lw(132p) | cw(24p) | cw(24p) | lw(48p) .
{
9.3
Other calls with defects but not abandoned
} { ...
}
.TE
.LP
\ua\d\u)\d\ Delete whatever is inapplicable.
.LP
\fINote\ 1\fR
\ \(em\ A successful call is one that reaches the wanted number and allows conversation to proceed. All successful calls are entered in category 1.
However, a successful call may or may not have noticeable defects. Successful calls with noticeable defects should also be entered in category\ 9.
.LP
\fINote\ 2\fR
\ \(em\ With the exception noted above for categories 1 and 9, the results of one call observation should be entered under one category only, namely the most appropriate one from 1 to 6.
.LP
\fINote\ 3\fR
\ \(em\ Administrations should periodically exchange necessary information to interpret the observation data recorded under categories 4.1, 4.2 and
4.3.
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.ad r
\fBTableau 1/E.422 [2T1.422] p. 5\fR
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.ad b
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.PP
2.2
Specialized training of observers should be kept to a minimum.
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.PP
2.3
The table should be self\(hyexplanatory so that reference to
detailed how\(hyto\(hycomplete instructions is unnecessary.
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.PP
2.4
The major categories should be selected such that:
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.LP
\(em
they identify the major factors adversely affecting the
quality of service;
.LP
\(em
they are suitable for the centralized processing of
observation results.
.PP
2.5
To permit the orderly collection of data for human factors
studies to identify sources of difficulty in customer use of the international
(automatic) telephone service, Recommendation\ E.427 contains an additional
table to Table\ 1/E.422.
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.sp 2P
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\fB3\fR \fBComments concerning the use of Table 1/E.422\fR
.sp 1P
.RT
.PP
3.1
Table 1/E.422 summarizes observations made on
outgoing
automatic and/or semi\(hyautomatic traffic
, on a country of origin to a
country
of destination basis. A separate form should be used for each country of
destination, and if required, for each group of circuits to which traffic to
a country of destination has access at the outgoing international exchange
(or exchanges). It is not necessary to make observations on both automatic
and semi\(hyautomatic services. An Administration may select the service
to be
observed, provided that the service is the majority of the traffic to the
country of destination.
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.PP
3.2
For an explanation of the point of access, see
Recommendation\ E.421, \(sc\ 4.1.
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.PP
3.3
The result of each call observed should be entered only under the most
appropriate category. In the case of several faults on one call, the most
significant cause of failure should be entered.
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.PP
3.4
In completing Table 1/E.422 reference should be made to the
following explanations.
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\fB4\fR \fBHow to fill in Table 1/E.422\fR
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.PP
\fICategory\ 1\fR \ \(em\ To ensure objective recording and to avoid
producing a biased sample
resulting from the exclusion of calls which require subjective assessment,
the successful call is defined as a call that reaches the wanted number
and allows conversation to proceed. All non\(hyabandoned calls are entered
into category\ 1
and of these calls those which are subjectively adjudged to be defective are
also entered into category\ 9. Thus it is required of the observer to make
\fItwo\fR entries for successful calls with noticeable defects.
.PP
Enter in category 1 then, calls successfully put through. This
includes answered calls for which a clearback signal is received after some
words have been spoken, without knowing for what reason the call is
abandoned. If it is observed that the caller has dialled a wrong number, the
call will be entered under 6.1. Category\ 1 will also include calls put
through correctly to operator positions, information services, or to machines
replying in place of the subscriber or to their equivalents.
.PP
\fICategory\ 2\fR \ \(em\ Enter in this category calls on which ring tone was
heard but the subscriber did not answer before the attempt was abandoned,
the caller having waited at least 30\ seconds after commencement of ring
tone before clearing forward. (See category\ 6.4 if the call was abandoned
\fIless\fR than
30\ seconds after ring tone commenced.)
.PP
\fICategory\ 3\fR \ \(em\ Enter in this category all unsuccessful calls in
which a \fIpositive\fR indication of subscriber busy or congestion beyond
the outgoing international exchange had been encountered, either by visual
signal, tone or recorded announcement. Congestion encountered on common
control equipment should be entered in this category as well (e.g.\ no
\*Qproceed\(hyto\(hysend\*U signal). Where a positive indication of these
conditions has \fInot\fR been
received, enter in category\ 4.
.PP
Categories 3.1, 3.2 and 3.3 are entered for the specific
indication received.
.PP
When more than one indication is received, e.g.\ visual signal
and audible tone, only one entry should be made. In this case, the preferred
order of entry should be tone, announcement, visual signal.
.PP
\fICategory\ 4\fR \ \(em\ Enter in this category all other indications on
unsuccessful calls whether by visual signal, tone or recorded announcement
that cannot be positively identified and entered in category\ 3 or\ 8.
.PP
Categories 4.1, 4.2 and 4.3 are entered for the specific
indication received.
.PP
When more than one indication is received, e.g.\ visual signal
and audible tone, only one entry should be made. In this case, the preferred
order of entry should be tone, announcement, visual signal.
.PP
\fICategory\ 5\fR \ \(em\ Enter in this category those calls which fail for
technical reasons not included in categories 3, 4 and\ 8. Category\ 5 subdivides
as follows:
.RT
.LP
\fICategory\ 5.1\fR \ \(em\ Calls on which the wrong number was obtained,
although the caller dialled correctly.
.LP
\fICategory 5.2\fR \ \(em\ Calls abandoned by the caller because of very
poor speech transmission, although the answer signal was received. (See
category\ 9.2 if speech transmission is poor but the call is not abandoned.)
In some countries observers may be required to cease listening immediately
after conversation is established, thus reducing the number of calls that
would be
reported in this category.
.LP
\fICategory 5.3\fR \ \(em\ Calls on which the dialling information was
correctly and completely sent, but the caller received no signal, tone
or announcement before abandoning the call, having waited for at least
the specified period before clearing forward.
.LP
The value of this time period left open under this category should be
filled in by the Administrations of the originating country
according to its experience in this matter. The prescribed value may
differ depending on the international destination. It is, however,
recommended to limit the number of such different quoted periods
to a maximum of three values (e.g.\ 10, 20 or 30\ seconds or any other
value considered pertinent by the Administrations concerned).
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.LP
\fICategory\ 5.4\fR \ \(em\ Calls on which an answer signal was received,
although the called subscriber did not answer.
.LP
\fICategory\ 5.5\fR \ \(em\ Call failures due to technical reasons which
are unable to be entered in categories\ 5.1 to\ 5.4. These should be very
few, if any, and this category is provided in case they do arise. All
possible information about these failures should be supplied as an
attachment to the summary of the table. This category includes calls
abandoned due to reception of a clear\(hyback signal while connecting
with the extension number (PBX).
.LP
.PP
\fICategory\ 6\fR \ \(em\ Enter in this category all unsuccessful calls
which have failed
due to incorrect handling by the caller (subscriber or operator). Category\ 6
subdivides as follows:
.LP
\fICategory\ 6.1\fR \ \(em\ Calls on which it was determined that the
number which should have been dialled was different from the number actually
dialled.
.LP
\fICategory\ 6.2\fR \ \(em\ Calls on which it was determined that the
number dialled had insufficient digits to be successful.
.LP
\fICategory\ 6.3\fR \ \(em\ Calls on which the digital information was
correctly and completely sent, but the caller abandoned the call
without receiving any signal, tone or announcement, and without
waiting for at least the specified period.
.LP
The value of the time period left open under this category should be
filled in by the Administrations of the originating country
according to its experience in this matter. The prescribed value may
differ depending on the international destination. It is, however,
recommended to limit the number of such different quoted periods to a
maximum of three values (e.g.\ 10, 20 or 30\ seconds or any other value
considered pertinent by the Administration concerned).
.LP
The value quoted under category 6 must be the same as that quoted under
category\ 5.
.LP
\fICategory\ 6.4\fR \ \(em\ Calls prematurely abandoned after receipt
of the ringing tone on which the caller disconnected less than 30\ seconds
after the ringing tone commenced. (See category\ 2 if the call was
abandoned after \fImore\fR than 30\ seconds had elapsed from the time of
commencement of ringing tone.)
.LP
\fICategory\ 6.5\fR \ \(em\ Calls which failed due to incorrect handling
by the caller which cannot be classifed under categories\ 6.1 to\ 6.4.
All
possible information about these failures should be supplied as an
attachment to the summary of the table. As in categories\ 5.5, these
should be very few, if any.
.PP
\fICategory\ 7\fR \ \(em\ Enter in category 7 the number of calls monitored
(categories 1\(hy6).
.PP
\fICategory\ 8\fR \ \(em\ Category 8 will be useful for those Administrations
which observe on the national side of the outgoing international exchange.
(See Recommendation\ E.421, \(sc\ 4.1.) Positive indications of failure,
congestion or
other, are to be entered here. They are not to be included with categories\
1\(hy6, which give the data for calls monitored for category\ 7.
.PP
Thus, when category 8 is viewed with categories 3 and 4 a more
complete picture is provided of quality of service received by the
caller.
.PP
\fICategory\ 9\fR \ \(em\ Entries in category 9 are for successful calls
(entered
in category\ 1) which encountered defects, but which were not abandoned. They
are thus automatically included in the total of category\ 7.
.RT
.LP
\fICategory\ 9.1\fR \ \(em\ Enter here chargeable calls for which no
answer signal was received. If abandonment should be detected on such calls,
enter in category\ 5.5.
.LP
\fICategory\ 9.2\fR \ \(em\ Enter here calls on which poor speech
transmission was observed, but the call was not abandoned. (See
category\ 5.2 if the call was abandoned.) All possible information
about these calls should be supplied as an attachment to the summary
of the table. Note that in some countries observers may be required
to cease listening immediately after conversation was established,
thus reducing the number of calls that would be reported under this
category.
.LP
\fICategory\ 9.3\fR \ \(em\ Enter here calls encountering switching,
signalling or transmission defects, but which were not abandoned and
which cannot be classified under categories\ 9.1 or\ 9.2.
