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Assessing Quality of Service (QoS) measures for VoIP telecommunication services often relies on hardware availability. In this paper, we propose a model building key performance indicators (KPIs) of end-to-end service availability, with the aim to take network and service side effects into account. We seek to include as accurately as possible impacts on customers experience in the proposed KPIs. The paper thus introduces the modeling and computing processes for all network and service elements based on VoIP services. We also illustrate the computation of the KPIs via a presentation of our dedicated implementation tool.