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Wednesday, October 4 • 10:00am - 10:45am
How to turn geeky network metrics into meaningful and credible reporting to customers.

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Connection Telecom operates South Africa's largest hosted PBX service with around 30,000 users connected. Our service is based of course upon Asterisk, Kamailio and other open-source products. Our customers are businesses and include some of the country's largest enterprises, and demand highly reliable services and consistent high quality calls. Its not an easy task to meet those expectations in a developing country such as ours. For this reason, in almost all cases we provide dedicated IP connectivity to customers' locations and take full responsibility for the total service - so in principle its "no excuses". Customers of course form a subjective opinion of the service - everyone in the VoIP game knows that customers have very very long memories for that one disrupted call they experienced (of course Murphy ensures that that call was a very important one!). Honesty and openness are important company values - so we try always to communicate clearly and freely with customers and to give accurate information as to the perfomance of the service generally and specifically for each customer. So in this session I will: - explore and explain the techniques we use for service monitoring and reporting. - show how we monitor in a way that aligns with customer's experience. - show how we setup alarm thresholds so that we deliver credible service-level reporting. - show how we combine RTP and RTCP stats on multiple call legs to report understandable quality information on every call including where the issue was if the call wasn't good. - show how we provide graphical displays showing how a customer's calls compare to aggregate over all customers on the same connectivity type, and all customers overall. These graphs clearly answer the "is it just me?" question. This open flow of information helps us communicate objective service quality information in a way that helps us counter the subjective impressions that clients can form. Our detailed information and comprehensive monitoring means that we usual know our service providers have a problem before they do.

avatar for Stephen Davies

Stephen Davies

Technical Director, Connection Telecom (Pty) Ltd
Stephen Davies is the Technical Director at Connection Telecom (Pty) Ltd. Connection Telecom runs South Africa's largest hosted PBX service, providing business dial-tone and PBX services to more than 30,000 users. Connection Telecom is a licensed operator in South Africa. The com... Read More →

Wednesday October 4, 2017 10:00am - 10:45am