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WO2002049382A1 - Procede pour determiner de maniere proche en termes de temps et de vecu la qualite de prestations de service, ainsi que pour detecter de maniere proche en termes de temps et de vecu les reclamations et les messages d'erreurs du client sur le terminal du client dans des reseaux de telecommunication, notamment dans des reseau - Google Patents

Procede pour determiner de maniere proche en termes de temps et de vecu la qualite de prestations de service, ainsi que pour detecter de maniere proche en termes de temps et de vecu les reclamations et les messages d'erreurs du client sur le terminal du client dans des reseaux de telecommunication, notamment dans des reseau Download PDF

Info

Publication number
WO2002049382A1
WO2002049382A1 PCT/EP2001/012623 EP0112623W WO0249382A1 WO 2002049382 A1 WO2002049382 A1 WO 2002049382A1 EP 0112623 W EP0112623 W EP 0112623W WO 0249382 A1 WO0249382 A1 WO 0249382A1
Authority
WO
WIPO (PCT)
Prior art keywords
terminal
data
customer
service
measurement
Prior art date
Application number
PCT/EP2001/012623
Other languages
German (de)
English (en)
Inventor
Hermann Kern
Wolfram Petsch
Original Assignee
E-Plus Mobilfunk Gmbh & Co. Kg
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from DE10135589A external-priority patent/DE10135589A1/de
Application filed by E-Plus Mobilfunk Gmbh & Co. Kg filed Critical E-Plus Mobilfunk Gmbh & Co. Kg
Publication of WO2002049382A1 publication Critical patent/WO2002049382A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W24/00—Supervisory, monitoring or testing arrangements

Definitions

  • the invention relates to a method for determining the quality of services in telecommunication networks in a timely and experience-related manner, in particular in mobile radio and / or fixed networks, among other things for the timely and experience-related detection of complaints and error messages from the customer on the customer's terminal device.
  • the invention relates to a device for performing the method according to the invention.
  • Special monitoring systems are installed within the network operator's infrastructure and monitor the availability and quality of the services at regular intervals. Most of the time, the systems are limited to pure availability and are not able to determine the availability and quality of the content of the service.
  • the biodiversity and complexity of the services offered is increasing more and more, and automated monitoring is therefore becoming increasingly difficult to implement.
  • the monitoring systems test within the network and are therefore difficult or impossible to detect localized faults, problems at the air interface or with end devices.
  • the hotline employees try to isolate the customer's problem and create an error message for the technical department.
  • the technical department tries to solve the problem on the basis of this error message.
  • the problem is that the customer usually does not have the appropriate technical knowledge to provide sufficient data. Much important technical information is neither accessible to him nor to the hotline employee.
  • the error messages are therefore usually not sufficient for the employees in the technical department.
  • the reported problems and malfunctions often have to be reconstructed with a lot of effort before an effective solution can be found. Caring for customers is very time and cost intensive.
  • the manual tests are very complex and can only be carried out sporadically.
  • the invention has for its object to provide a method which enables the telecommunications provider, in particular the provider of mobile radio services, to design the survey so that technical measurement data can be directly combined with the subjective feeling of the customer and evaluated to the entire Check the chain from the end device to the service system.
  • the invention is also based on the object of providing a device for carrying out the method.
  • the method according to the invention represents a survey method that works directly on the telecommunication means used by test customers, for example on a mobile radio device, a landline telephone or even on a television or by remote control. These telecommunication means can otherwise be used in the usual way.
  • the test customer can be selected according to customary marketing strategies and can be equipped with a terminal device, for example a mobile radio device, which has been modified to carry out the method according to the invention. This test customer can then use the services as he otherwise does with the unmodified end device.
  • the method according to the invention can be carried out in such a way that the terminal is switched to the survey mode by a special message originating from the provider.
  • technical measurement data are collected and sent to a central server (computer) by means of data packets. This happens without any action on the part of the customer and without the customer noticing.
  • the data packets reach the server (computer) within a short time, for example after seconds.
  • Such technical measurement data can for example: date / time; Signal strength; Error rate; Location (via cell identification or, if available, GPS coordinates or other location determination methods).
  • the test customer After the test customer has finished using the service, for example a mobile phone call, he receives questions via the terminal in the form of a questionnaire, for example shown on a display.
  • the customer now fills out this questionnaire.
  • the questionnaire is preferably designed dynamically, ie the type and / or presentation of the questions change automatically depending on the answers of the customer and depending on the event. For example, the type of service can be asked, depending on which service the customer has used, different questionnaires with different contents appear on the relevant display.
  • the terminal is switched back to normal mode from the server by a special message.
  • the measurement values are recorded precisely where and when the customer normally uses these services. His usage behavior is hardly affected by this.
  • the measured technical quality is directly linked to the subjective quality perceived by the customer.
  • the technical measurement data are generated automatically and are available for evaluation almost immediately. Preliminary analyzes or trends can already be created during the surveys, for example in less than ten seconds.
  • the process is independent of the SIM cards and media used (mobile, fixed network) and can be used to compare performance in competition.
  • the measurement data is collected exactly as the customer actually uses the service.
  • the procedure is independent of a certain standard. It can be applied to future technologies such as GPRS or UMTS.
  • the control software exchanges data and control information with the via data packets defined in this protocol Server off. In this way, the server can give new instructions to the control software.
  • the instructions are packed into a data packet (e.g. SMS for GSM) and sent to the end device.
  • the control software takes over the data packet and decodes the instructions. Then the instructions are carried out.
  • the following instructions are defined in the protocol:
  • the control software checks whether service use has started. Then she checks whether this service should be measured. An initial message is sent in a measurement in which management information and measurement data are transmitted. Then only the changeable measurement data are transmitted during the conversation. When the service has ended, it is checked whether a questionnaire should appear. The results of the questionnaire will be sent in a final message. Then the terminal is available again for the next use. evaluation
  • All data are sent from the terminal in data packets to a central evaluation.
  • the evaluation software is located on a server and is required for further processing.
  • the measurement data of a service usage are distributed over several data packets. For this reason, each data packet is provided with a unique identification.
  • the individual data packets are decoded by the evaluation software and combined based on their identification. A complete data set is then available for each individual service use. These data records are then statistically evaluated and processed depending on the question.
  • the control software calls a voice control system.
  • the control software signals the following data to the voice control system: - service identification
  • the customer discovers a malfunction of a service or is dissatisfied with the quality.
  • the service eg telephone conversation or data transmission
  • technical measurement data is collected and sent to a central server using data packets. This contact is not visible to the user.
  • the data packets reach the server after a few seconds.
  • the customer fills out the questionnaire.
  • the questionnaire is designed dynamically: - Type of service
  • the end device e.g. car speakerphone
  • the answers from the questionnaire are sent to a central evaluation point by data packet (see Fig. 6).
  • analysis software can determine which service is affected and which problems have occurred.
  • the evaluation software has predefined rules according to which it processes the incoming error messages and classified. Graded alarm plans and individual alarms are possible depending on the type or priority:
  • the monitoring center classifies the error and gives the evaluation system a predefined response to this error message.
  • the customer then receives a confirmation of his complaint with corresponding additional information (type of fault, planned end of the fault).
  • the evaluation system keeps a list of all customers who have submitted such a complaint so that these customers can be informed automatically after the malfunction has ended.
  • the call center is also informed so that customers using the hotline can also receive the same information.
  • the surveillance center initiates the correction of the problem.
  • the evaluation system receives this information from the monitoring center.
  • the evaluation system then automatically informs the customer about the rectification of the fault.
  • the customer immediately receives a confirmation of his complaint with the corresponding additional information (type of fault, fault is known and is being processed, planned end of the fault).
  • the evaluation system keeps a list of all customers who have submitted such a complaint so that these customers can be informed automatically after the malfunction has ended. Another alarm for the surveillance center is not planned.
  • the evaluation system receives this information from the monitoring center.
  • the evaluation system then automatically informs all customers from its internal list that the fault has been rectified.
  • the customer's device is automatically switched back to normal mode.
  • the problems are recorded exactly where the customer normally uses these services. Its usage behavior is influenced only minimally.
  • the customer will be informed automatically and as soon as possible when the service is available again and he can use it again directly.
  • the measured technical quality is directly linked to the subjective quality perceived by the customer.
  • the exact location of the service use is available.
  • the measurement data are generated automatically and are available electronically for evaluation almost immediately.
  • the process is independent of the SIM cards and media used (mobile radio, landline).
  • the measurement data is collected exactly as the customer actually uses the service.
  • the procedure is independent of a certain standard. It can also be applied to future technologies such as Apply GPRS or UMTS.
  • the information is much more accurate and faster than an error message via the hotline.
  • GSM Global System for Mobile communications
  • a device for determining position using satellites GPS
  • the terminals in mobile radio can be equipped with their own measuring systems, since they require the measurement data for standard operation. These measured values can be queried from outside via a defined interface. In the GSM area, this is done using AT commands, which are described in the GSM 707 standard.
  • Position determination is a crucial criterion for ensuring quality in the area of mobile services.
  • Several options are available for the method according to the invention.
  • Each network consists of a large number of cells with a unique identification. This cell identification can be used to determine at any time where a participant is. The approximate distance to the base station of the cell can be determined via further parameters (Advancing Factor). The location can be determined to within a few hundred meters using the field strength of the neighboring cells. This information is available in the end device.
  • the position can be determined to within a few meters using standard equipment. Highly precise time signals from satellites are received via a special receiver. The position can be calculated from the transit time delays when receiving at least three satellites. The deviation is typically less than 10 meters.
  • GPS global positioning system
  • Mobile coverage is also dependent on the height above ground.
  • the position within a building (ground floor or 4th floor) can be determined using the questionnaire.
  • a serial terminal for mobile radio A controller that runs the control software.
  • An optional external positioning system can be used to determine the exact position of the end device.
  • the controller is connected to a data interface of the end device and can control and use the end device with commands.
  • the terminal delivers the required measurement data to the corresponding commands and executes commands such as the sending of data packets.
  • the position determination system can be connected, which provides a more precise position than would be possible via the measurement data from the telecommunications network.
  • the first four solutions are independent of the SIM cards used. This means that these systems can also be used for comparative tests in competition for benchmarking. Modification of a standard cell phone
  • a controller chip with built-in memory is also built into a normal cell phone housing and connected to the data interface.
  • the cell phone is controlled in the manner described above by the software on the controller chip.
  • GSM mode the data packets are packaged in SMS messages.
  • data packet-oriented end devices with GPRS or UMTS
  • the data are sent directly.
  • GPS or Galileo is used to determine the exact position. This device typically has a deviation of less than ten meters when determining the position.
  • the GPS receiver can be connected to the cell phone as an external module or can be integrated at the factory.
  • the controller chip is installed in a plug-in module, which is plugged into the data interface of the cell phone during measurement.
  • the controller chip can access the functions of the cell phone via this data interface and control them in the manner described above.
  • the control software is implemented on a pocket organizer to which a mobile terminal can be connected.
  • the pocket organizer is a complete small computer that can operate the control software without additional hardware.
  • the mobile radio module can then be accessed via the same interfaces as described above. Depending on the device manufacturer, both externally pluggable and integrated solutions can be accessed.
  • SIM Application Toolkit Another interface to the end device is defined via the SIM Application Toolkit. It is not identical to the data interface of the solution presented above. This interface can be used from the SIM card.
  • SIM card consists of a small microcontroller with built-in memory. The control software is implemented on this microcontroller and performs the functions described above. This means that no changes are made to the end devices. With this solution you are limited to one network operator, but you can use different end devices without modification.
  • Figure 1 shows the survey process in a schematic representation.
  • Figure 4 shows the flow chart of the control software
  • Fig. 5 shows the flow diagram for a questionnaire
  • Fig. 6 Process of processing an automatically generated complaint.

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

L'invention concerne un procédé et un dispositif pour déterminer de manière proche en termes de temps et de vécu la qualité de prestations service et pour détecter de manière proche en termes de temps et de vécu les réclamations et les messages d'erreurs d'un client sur le terminal du client dans des réseaux de télécommunication, en particulier dans des réseaux de téléphonie et/ou des réseaux fixes. Il est démontré comment des données techniques mesurées d'une part et le sentiment subjectif du client d'autre part peuvent être interconnectés directement.
PCT/EP2001/012623 2000-12-11 2001-10-31 Procede pour determiner de maniere proche en termes de temps et de vecu la qualite de prestations de service, ainsi que pour detecter de maniere proche en termes de temps et de vecu les reclamations et les messages d'erreurs du client sur le terminal du client dans des reseaux de telecommunication, notamment dans des reseau WO2002049382A1 (fr)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
DE10061567.8 2000-12-11
DE10061567 2000-12-11
DE10135589.0 2001-07-20
DE10135589A DE10135589A1 (de) 2000-12-11 2001-07-20 Verfahren zum zeit- und erlebnisnahen Bestimmen der Qualität von Dienstleistungen und zum zeit- und erlebnisnahen Erfassen von Beschwerden und Fehlermeldungen des Kunden auf dem Endgerät des Kunden in Telekommunikationsnetzen, insbesondere in Mobilfunk- und/oder Festnetzen, und Vorrichtung zum Durchführen des Verfahrens

Publications (1)

Publication Number Publication Date
WO2002049382A1 true WO2002049382A1 (fr) 2002-06-20

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/EP2001/012623 WO2002049382A1 (fr) 2000-12-11 2001-10-31 Procede pour determiner de maniere proche en termes de temps et de vecu la qualite de prestations de service, ainsi que pour detecter de maniere proche en termes de temps et de vecu les reclamations et les messages d'erreurs du client sur le terminal du client dans des reseaux de telecommunication, notamment dans des reseau

Country Status (1)

Country Link
WO (1) WO2002049382A1 (fr)

Cited By (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2389745A (en) * 2002-04-30 2003-12-17 Hewlett Packard Development Co Mobile service provider feedback mechanism incorporating user input
GB2398456A (en) * 2003-02-12 2004-08-18 Ubinetics Ltd Measuring a User Perception Score (UPS) for an application running on a mobile telecommunications network
WO2006041243A1 (fr) * 2004-10-13 2006-04-20 Upresto, Inc. Systeme et procede pour mesurer la qualite d'un service de transmission de donnees
EP1725058A1 (fr) * 2005-05-18 2006-11-22 Societé Française du Radiotéléphone Procédé de mesure de la qualité d'une communication mise en oeuvre à partir d'un terminal mobile
EP1931159A1 (fr) * 2006-12-06 2008-06-11 Société Française du Radiotéléphone-SFR Procédé et système de détermination des altérations de la qualité d'un réseau de téléphonie mobile
DE102012001101A1 (de) * 2012-01-23 2013-07-25 Joachim Linz Verfahren zum multilateralen und ganzheitlichen Erfassen und Verbessern der Mobildienst-Qualität mit Hilfe von Kunden-Terminals mit Rückmeldung an den Kunden.
DE102005012854B4 (de) * 2005-03-17 2014-06-05 Vodafone Holding Gmbh Einrichtung und Mobilfunkendgerät zur Erfassung von Dienstgüte

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1993015569A1 (fr) * 1992-01-28 1993-08-05 Comarco, Incorporated Systeme de commande automatique pour telephones cellulaires
WO1998038823A2 (fr) * 1997-02-25 1998-09-03 Harris Corporation Systeme interactif representant du service a la clientele-abonne permettant de diagnostiquer et de resoudre des problemes concernant le fonctionnement et l'utilisation d'un appareil de telecommunications sans fil
DE19820845A1 (de) * 1998-05-05 1999-11-11 Mannesmann Ag Ermittlung der Dienstgüte von Telekommunikationsdiensten
WO2000040049A1 (fr) * 1998-12-24 2000-07-06 Telefonaktiebolaget Lm Ericsson (Publ) Systeme de radiocommunication supportant des agents logiciels mobiles d'essai

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1993015569A1 (fr) * 1992-01-28 1993-08-05 Comarco, Incorporated Systeme de commande automatique pour telephones cellulaires
WO1998038823A2 (fr) * 1997-02-25 1998-09-03 Harris Corporation Systeme interactif representant du service a la clientele-abonne permettant de diagnostiquer et de resoudre des problemes concernant le fonctionnement et l'utilisation d'un appareil de telecommunications sans fil
DE19820845A1 (de) * 1998-05-05 1999-11-11 Mannesmann Ag Ermittlung der Dienstgüte von Telekommunikationsdiensten
WO2000040049A1 (fr) * 1998-12-24 2000-07-06 Telefonaktiebolaget Lm Ericsson (Publ) Systeme de radiocommunication supportant des agents logiciels mobiles d'essai

Cited By (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2389745B (en) * 2002-04-30 2004-07-14 Hewlett Packard Development Co Variable bandwidth and bandwidth-on-demand communication systems
GB2389745A (en) * 2002-04-30 2003-12-17 Hewlett Packard Development Co Mobile service provider feedback mechanism incorporating user input
EP1447940A3 (fr) * 2003-02-12 2008-03-05 Ubinetics Limited Procédé de mesure des points de perception d' un utilisateur
GB2398456A (en) * 2003-02-12 2004-08-18 Ubinetics Ltd Measuring a User Perception Score (UPS) for an application running on a mobile telecommunications network
EP1447940A2 (fr) * 2003-02-12 2004-08-18 Ubinetics Limited Procédé de mesure des points de perception d' un utilisateur
GB2398456B (en) * 2003-02-12 2006-06-21 Ubinetics Ltd Measuring a user perception score
WO2006041243A1 (fr) * 2004-10-13 2006-04-20 Upresto, Inc. Systeme et procede pour mesurer la qualite d'un service de transmission de donnees
DE102005012854B4 (de) * 2005-03-17 2014-06-05 Vodafone Holding Gmbh Einrichtung und Mobilfunkendgerät zur Erfassung von Dienstgüte
EP1725058A1 (fr) * 2005-05-18 2006-11-22 Societé Française du Radiotéléphone Procédé de mesure de la qualité d'une communication mise en oeuvre à partir d'un terminal mobile
FR2886088A1 (fr) * 2005-05-18 2006-11-24 Radiotelephone Sfr Procede de mesure de la qualite d'une communication mise en oeuvre a partir d'un terminal mobile
EP1931159A1 (fr) * 2006-12-06 2008-06-11 Société Française du Radiotéléphone-SFR Procédé et système de détermination des altérations de la qualité d'un réseau de téléphonie mobile
FR2909829A1 (fr) * 2006-12-06 2008-06-13 Radiotelephone Sfr Procede et systeme de determination des alterations de la qualite d'un reseau de telephonie mobile.
DE102012001101A1 (de) * 2012-01-23 2013-07-25 Joachim Linz Verfahren zum multilateralen und ganzheitlichen Erfassen und Verbessern der Mobildienst-Qualität mit Hilfe von Kunden-Terminals mit Rückmeldung an den Kunden.

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