Abstract:
A call quality monitoring system allows a user of a mobile device to report on call quality or otherwise provide information relating to the quality of a wireless communication experience. The call quality monitoring system may allow the mobile device user to establish or accept a call placed on the wireless communication network. The call quality monitoring system may provide at least partially-automated user-feedback process for the user to specify information about the quality of the call from a device from which the call was placed or from a device located at or near a location of the call. The call quality monitoring system may collect information provided by the user in association with specifying information about the quality of the call.

Description:
BACKGROUND 
     Maintaining quality of service in the eyes of customers is an important factor in services industries. This is especially the case in the wireless/mobile communications industry, where customers often base their decisions to join, or stay with a particular wireless service provider based on the quality of the services provided. For example, with respect to wireless telephones, events such as recurring dropped calls, poor sound quality during calls, and unexpected unavailability of service may drive customers to seek a new service provider, especially given rising standards for call quality. 
     Currently, various techniques exist for monitoring quality of service in the wireless communications industry. Some of these techniques, such as PESQ (Perceptual Evaluation of Speech Quality) obtain objective quality of service information. For example, PESQ measures voice quality by comparing an input test signal with the signal output across a connection. Another objective technique, ITU-T E-model (e.g., ITU-T G.107) predicts conversational MOS (mean opinion score) from IP networks and/or terminal parameters. Subjective techniques also exist where test mobile devices are established to monitor sound quality. Service providers often arrange for such testing immediately following network upgrades, etc. 
     The techniques described above are often difficult to implement, may be limited in their capability to monitor an entire network, and may be expensive, especially in the case of call quality monitoring techniques that utilize specialized infrastructure. Many of these techniques may also cause unwanted load on the network. In addition, it is often not practical to implement such techniques on a regular basis. In addition, current quality monitoring techniques are difficult to implement throughout the entire network, especially when networks may span such a large and diverse geographical area. For example, current quality monitoring techniques may be implemented so that a single cell is used to report on the quality of an entire region. Accordingly, it may be difficult to accurately monitor all areas of the network using such techniques. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  is a block diagram showing an example of an environment in which the invention may be implemented in one embodiment. 
         FIG. 2  is a block diagram showing the mobile communication device of  FIG. 1  in one embodiment. 
         FIG. 3  is block diagram showing components of the mobile service provider administration system of  FIG. 1  in one embodiment. 
         FIGS. 4A and 4B  are flow diagrams showing examples of high level call quality assessment routines in some embodiments. 
         FIG. 5  is a flow diagram showing an example of an automatic callback routine for reporting on call quality in one embodiment. 
         FIG. 6  is flow diagram showing an example of an optional callback routine for reporting on call quality in one embodiment. 
         FIG. 7  is flow diagram showing an example of routine at the mobile device of  FIGS. 1 and 2  for reporting on call quality using a questionnaire in one embodiment. 
         FIG. 8  is flow diagram showing an example of routine at the mobile service provider system of  FIGS. 1 and 3  for reporting on call quality using a questionnaire in one embodiment. 
         FIG. 9  is a display diagram showing an example of a user interface for acquiring call quality information from a user of a mobile device in one embodiment. 
         FIG. 10  is a display diagram showing a second example of a user interface for acquiring call quality information from a user of a mobile device in one embodiment. 
     
    
    
     In the drawings, the same reference numbers identify identical or substantially similar elements or acts. To facilitate the discussion of any particular element or act, the most significant digit or digits in a reference number refer to the figure number in which that element is first introduced (e.g., element  204  is first introduced and discussed with respect to  FIG. 2 ). 
     DETAILED DESCRIPTION 
     The invention will now be described with respect to various embodiments. The following description provides specific details for a thorough understanding of, and enabling description for, these embodiments of the invention. However, one skilled in the art will understand that the invention may be practiced without these details. In other instances, well-known structures and functions have not been shown or described in detail to avoid unnecessarily obscuring the description of the embodiments of the invention. 
     It is intended that the terminology used in the description presented be interpreted in its broadest reasonable manner, even though it is being used in conjunction with a detailed description of certain specific embodiments of the invention. Certain terms may even be emphasized below; however, any terminology intended to be interpreted in any restricted manner will be overtly and specifically defined as such in this Detailed Description section. 
     I. Representative System 
       FIGS. 1-3  and the following discussion provide a brief, general description of a suitable computing/network environment in which the call quality monitoring can be implemented. Although not required, aspects of the call quality monitoring are described in the general context of computer-executable instructions, such as routines executed by a general-purpose computer, e.g., a server computer, wireless device, or personal computer. Those skilled in the relevant art will appreciate that the invention can be practiced with other communications, data processing or computer system configurations, including Internet appliances, hand-held devices (including PDAs), wearable computers, all manner of cellular or mobile phones, multi-processor systems, microprocessor-based or programmable consumer electronics, set-top boxes, network PCs, minicomputers, mainframe computers, and the like. Indeed, the terms “computer,” “device,” and “component” are generally used broadly and interchangeably, and refer to any of the above devices and systems, as well as any data processor. 
     Aspects of the call quality monitoring can be embodied in a special purpose computer or data processor that is specifically programmed, configured, or constructed to perform one or more of the computer-executable instructions explained in detail herein. Aspects of the call quality monitoring can also be practiced in distributed computing environments where tasks or modules are performed by remote processing devices, which are linked through a communications network, such as a LAN, WAN, or the Internet. In a distributed computing environment, program modules may be located in both local and remote memory storage devices (e.g., including memory associated with field programs, gate arrays, EPROM memory, etc.). 
     Aspects of the call quality monitoring may be stored or distributed on computer-readable media, including magnetically or optically readable computer discs, hard-wired or preprogrammed in chips (e.g., EEPROM semiconductor chips), nanotechnology memory, photonic memory, biological-based memory, or other data storage media. Indeed, computer implemented instructions, data structures, screen displays, and other data under aspects of the invention may be distributed over the Internet or over other networks (including wireless networks), on a propagated signal on a propagation medium (e.g., an electromagnetic wave(s), a sound wave, etc.) over a period of time, or may be provided on any analog or digital network (packet switched, circuit switched, or other scheme). Those skilled in the relevant art will recognize that portions of the invention reside on a server computer, while corresponding portions reside on a client computer such as a mobile or portable device, and thus, while certain hardware platforms are described herein, aspects of the invention are equally applicable to nodes on a network. 
     Referring to  FIG. 1 , a system  100  on which the quality of service assessment system may be implemented is shown. The system of  FIG. 1  is an example of a GPRS (general packet radio service) system based on GSM (global system for mobile communication). However, the invention may be implemented on other types of systems, including a variety of cellular systems. The system  100  includes a mobile device  102  (e.g., mobile phone, PDA, wireless laptop, etc.) in communication with a base station  104 . A base station controller  106  in communication with a serving GPRS support node (SGSN)  108  and a gateway GPRS support node (GGSN)  110  together support packet switched transactions, which are handled separately from circuit switched traffic that is supported by a mobile switching center (MSC)  111 . The MSC  111  also serves as an access point for the Public Switched Telephone Network. 
     The SGSN  108 , GGSN  110 , and MSC  111  interact with a home location register  112  (HLR). In some embodiments, the HLR  112  is the primary database of permanent subscriber/customer information for the service provider&#39;s mobile network. In the context of activated devices, the HLR  112  may contain pertinent user information, including address information, account status, and preferences. In some embodiments, a visiting location register (VLR)  114  manages requests from out-of-area subscribers who are out of the area covered by their home system. 
     In the illustrated embodiment, the system  100  includes components associated with quality of service assessment including a mobile service provider administration system  120 . The mobile service provider administration system  120  may include a quality monitoring system  122 , a call quality database  124 , a customer care system  126 , and a billing system  128 , described in more detail with respect to  FIG. 3 . Customers may interact with the mobile service provider administration system  120  and its various components via the mobile device  102  and a wireless services network  116 , as well as through other means, such as the Internet  118 . 
       FIG. 2  shows a block diagram of a typical mobile communication device  200 , such as a mobile handset. While a mobile phone is shown as the mobile communication device in  FIG. 1 , those skilled in the relevant art will appreciate that the invention can be practiced with other devices and configurations, including Internet appliances, hand-held devices, wearable computers, multi-processor systems, microprocessor-based or programmable consumer electronics, set-top boxes, PDAs, portable laptop computers, and the like. The term “mobile device” is intended to include all such devices. 
     The mobile device  200  has one or more internal or external antennas  202  for receiving and transmitting electromagnetic signals such as radio frequency signals. A transceiver  204  is connected to the antenna(s)  202  and typically provides modulation and demodulation of the transmitted and received signals, respectively. A processor unit  206  connected to the transceiver  204  may comprise a signal processor, microprocessor, ASIC, or other control and processing logic circuitry. The processor unit  206  may perform signal coding, data processing, input/output processing, power control, and other functions necessary for implementing a mobile communication device. A customer may provide input to the processor unit  206  via a keypad  208 , microphone  210 , or display/touchpad  212 . In turn, the processor unit  206  may provide information to the customer via the display/touchpad  212  or a speaker  214 . 
     The processor unit  206  may access information from, and store information in, a nonremovable memory  216  or a removable memory  218 . The nonremovable memory  216  may consist of RAM, ROM, EPROM, a hard disk, or other memory storage technologies. The removable memory  218  may consist of Subscriber Identity Module (SIM) cards, which are well known in GSM communication systems, or other well-known memory storage technologies, such as “smart cards.” Various applications, including text message applications  220  and quality reporting applications  220 , could be implemented in either the removable memory  218  or the nonremovable memory  216 . For example, the applications may include a user interface application (e.g., a Java applet) that allows a user to rate a call or other transaction (e.g., by pushing a particular button). The applications may allow rating in real time (e.g., while a call is in progress) or, alternatively, after call has been completed. In some embodiments, an application used to rate a call or other communication may be located on a device that is separate from the device used to place the call itself (e.g., a smart device with GPS compatibility so that the precise location of the user can be identified if the phone itself does not have such capabilities). 
     In some embodiments, a device location component  224  allows the location of the device to be known to the wireless service provider, so that the wireless service provider can use this information (or pass it along) for the purpose of assessing call quality factors. 
     Referring to  FIG. 3 , a more detailed view of the mobile service provider administration system  120  of  FIG. 1  is shown. The mobile service provider administration system  120  may include a call quality monitoring system  122  (also shown in  FIG. 1 ). Various components of the quality monitoring system  122  may include a quality reporting customer interface  302  and a quality reporting processing and analysis component  304 . Both of these components may communicate with a call quality database  124  (also shown in  FIG. 1 ). For example, in some embodiments the quality reporting customer interface  302  may provide a way for customers to interact with the quality monitoring system  122  and provide information that can then be processed by the quality reporting processing and analysis component  304 . 
     Both the data collected from the customer using the quality reporting customer interface  302  and the data resulting from processing by the quality reporting processing and analysis component  304  may be stored in the call quality database  124 . In some embodiments the quality reporting customer interface  302  may be limited to a physical device interface (as opposed to possessing application-based user interface characteristics). For example, if the user&#39;s mobile device includes a comprehensive interface for providing quality reporting information, the quality reporting customer interface  302  may simply be an interface to retrieve information from the device. In contrast, if the user&#39;s mobile device does not include a comprehensive reporting interface, the quality reporting customer interface  302  may include various features that allow users to answer questions and/or provide statements about the quality of their calls. For example, in some embodiments, quality reporting customer interface  302  may include automated telephone questioning systems, a web server and related applications for providing online questionnaires, etc. 
     In some embodiments, the quality monitoring system  122  may also include other quality control components  306 . For example these other quality control components may use objective standards for providing quality control information. Examples include PESQ systems, systems employing test mobile devices, etc. In some embodiments, the information collected by the other quality control components  306  may be compared with information obtained and retrieved by the quality reporting customer interface  302  and processed by the quality reporting processing and analysis component  304 . 
     As described with respect to  FIG. 1 , the mobile service provider administration system  120  may also include a customer care system  126  and a billing system  128 , which may optionally interact with the quality monitoring system  122  to address customer concerns such as dropped calls, credits to service plans, etc. 
     Unless described otherwise below, aspects of the invention may be practiced with conventional systems. Thus, the construction and operation of the various blocks shown in  FIGS. 1-3  may be of conventional design, and need not be described in further detail herein to make and use the invention, because such blocks will be understood by those skilled in the relevant art. One skilled in the relevant art can readily make any modifications necessary to the blocks in  FIGS. 1-3  (or other embodiments or Figures) based on the detailed description provided herein. 
     II. System Flows 
     Referring to  FIG. 4A , a high level call quality assessment routine  400  may provide a means for customers to report on call quality in accordance with some embodiments. At block  401   a  call is initiated, which may include initiation at the network level and/or at the device level. At block  402  the call is in progress. At block  403  the call is terminated. For example, the user may have hung up the device to end the call, or the call may have been dropped due to inadequate service. 
     At block  404  a quality reporting option is initialized upon termination of the call. For example, the user may receive a message requesting input on the quality of the call or may be given the option to make a call to an automated quality monitoring reporting system. Many options for reporting are available without departing from the scope of the invention. At block  405  the quality monitoring system collects call information. At block  406  the quality monitoring system performs exploratory and/or automated data analysis. As a result of this data analysis, the quality monitoring system may identify issues not detected by objective assessment of individual network modes (block  406   a ); quantify actual customer experience across the entire communication network (block  406   b ); assess the impact of changes made to the communication network (block  406   c ); identify, localize, and resolve call quality degradation issues (block  406   d ), etc. 
       FIG. 4B  shows a high level call quality assessment routine  420 , similar to the routine  400  of  FIG. 4A , but where the call quality information is collected from the user while the call is still in progress. For example at block  421   a  call is initiated, which may include initiation at the network level and/or at the device level. At block  422  the call is in progress. At block  423 , the quality monitoring system collects call information during the call. For example, the user may be able to push a button on the phone each time he or she feels that call quality during the call is below an acceptable level. At block  424  the call is terminated. For example, the user may have hung up the device to end the call, or the call may have been dropped due to inadequate service. At block  425  the quality monitoring system performs exploratory and/or automated data analysis based on the information collected at block  423 . Some of this analysis may also occur while the call is in progress. As a result of this data analysis, the quality monitoring system may identify issues not detected by objective assessment of individual network modes, quantify actual customer experience across the entire communication network, assess the impact of changes made to the communication network, identify, localize, and resolve call quality degradation issues, etc. 
       FIG. 5  is a flow diagram showing an example of a routine  500  for collecting quality information is collected by an automatic callback feature. At block  501  the call is terminated. At block  502  the quality monitoring system sends a message to the device to perform auto callback upon completion of a call. Alternatively, the device may be programmed to automatically place such a call, depending on the conditions present at the device (e.g., termination of a call by the user, termination of a call due to loss of service or other network problem, etc. 
     At block  503  the quality monitoring system receives a callback from the mobile device. When this occurs, mobile device may ring as the call is being placed automatically by the mobile device. In some cases the user may have the option of hanging up or discontinuing the feedback call if the user does not want to provide input at this time. At block  504  the quality monitoring system receives user input via the automatic call. The routine  500  ends after block  504 . 
       FIG. 6  is a flow diagram showing an example of a callback option routine  600  for providing an opportunity for the user to optionally provide feedback on a call that was recently made. In this routine  600 , the user has the option of whether or not to continue with a reporting call before the call is made. At block  601   a  call is terminated. At block  602  the quality monitoring system sends a message to the device to prompt the user for a callback (alternatively, the device may be programmed to display such a message without a prompt from the quality monitoring system. For example the user may receive a message displayed on his or her device screen requesting whether the he or she would like to call back and report on call quality at the current time. 
     At decision block  603 , if the user selects to go forward with the callback option, the routine  600  continues at block  604 . Otherwise the routine ends without reporting. At block  604  the routine receives an auto callback call from the device in response to the user&#39;s selection to provide feedback. At block  605  the quality monitoring system receives user input. After block  605  the routine ends. 
       FIG. 7  is a flow diagram showing an example of a routine  700  for a post-call questionnaire, where the questionnaire is executed by a program on the mobile device itself. At block  701  the call is terminated. At block  702  the routine  700  begins executing at the mobile device. At block  703  the routine  700  poses a next question to the user. At decision block  704  if the routine  700  has posed a last question to the user, the routine  700  continues at block  705 . Otherwise, the routine  700  loops back to block  703  to pose the next question to the user. At block  705 , assuming all questions have been posed to the user, the routine  700  sends a response to the call quality monitoring system. For example, the routine  700  may provide data comprising a completed series of questions or statements by the user on call quality. 
       FIG. 8  is a flow diagram showing an example of a routine  800  for presenting a post call questionnaire to the user of a mobile device, where the routine  800  is executed from the quality monitoring system. At block  801  the call is terminated. At block  802  the routine  800  contacts the device to initiate connection with the questionnaire application. At block  803  the routine  800  provides a next question to the device. At block  804  the routine  800  receives a response from the device (e.g., provided by the user as a response to a question in the questionnaire). At decision block  805 , if the last question has been posed, the routine  800  ends. Otherwise, the routine  800  moves back to block  803  to provide the next question to the device. 
     III. User Interface for Collecting Call Quality Information 
       FIG. 9  is a display diagram showing various examples of providing a user of a mobile device with an&#39;option to answer questions relating to call quality. With respect to display  902 , a call has been dropped due to a service problem, and the user is asked: “Would you like to report on call quality now?” In this example, the user may select either “yes” or “no” using appropriate device keys. 
     In another example shown in display  904 , a message provides: “Rate the quality of your last call now and receive free airtime minutes.” The user may then respond “yes” or “no” as to whether he or she wishes to rate the call at the present time. 
     In a third example shown in display  906 , a message provides three rating options: “Select 1 to report on call quality now”; “Select 2 to report on call quality later”; and “Select 3 to opt out of reporting call quality in relation to the current call.” If the user selects the first option, the device may present a text questionnaire to the user or make a call to an automated quality reporting system, as described in more detail in the preceding flow diagrams and with respect to  FIG. 10 . Alternatively if the user selects to report on call quality later, the user may be given the option to provide feedback at a later time via any one of a number of means (e.g., Internet questionnaire, automated, call, text message on device screen, etc.). 
       FIG. 10  is a display diagram showing an example of a user interface for reporting call quality. Display  1002  shows a text mode where the user is asked to report on call quality after a dropped call using text messaging or similar means. For example the user may be requested to answer the question: “Did the signal strength vary during your call?” To this the user may respond either “yes” or “no” using appropriate buttons on his or her device. 
     Display  1004  illustrates reporting on call quality using an audio mode (e.g., automated telephone system). For example, the user may be asked to “describe the quality of your last call.” The user&#39;s response may then be recorded and or automatically processed. In another example, the user may be asked: “What was the signal strength just prior to the time that the call was dropped? For poor select or say 1, or moderate . . . .” Another question that the user may be asked is “Have you had problems with dropped calls in this area before?” 
     While specific examples are given here for the purpose of illustration, regardless of the mode used (e.g., text mode  1002 , in an audio mode  1004 , or in another mode not illustrated here), any number of questions may be asked to the user for quality reporting. While by no means all inclusive, the table below shows examples of other types of questions that may be posed to users in determining call quality: 
     
       
         
               
             
           
               
                   
               
             
             
               
                 Sound Quality 
               
               
                 On a scale of 1-5, with 5 being the best quality sound, how would you  
               
               
                 rate the quality of the sound of your call? 
               
               
                 Were you able to hear the person on the other end of the line clearly  
               
               
                 during the call? Never? Rarely? Most of the time? Always? 
               
               
                 Was the person on the other end of the line able to hear you during the  
               
               
                 call? Never? Rarely? Most of the time? Always? 
               
               
                 Do you have repeated problems with sound quality when placing calls in 
               
               
                 this area? 
               
               
                 Noise 
               
               
                 On a scale of 0-5 with 0 being no detectable background noise, how  
               
               
                 would your rate the amount of background noise of your call? 
               
               
                 How often were you able to hear unwanted background noise during  
               
               
                 your call? Never? Rarely? Most of the time? Always? 
               
               
                 What was the severity of background noise during your call? 
               
               
                 Greatly affected ability to hear content of call. Somewhat affected ability  
               
               
                 to hear content of call. Did not affect the ability to hear content of call  
               
               
                 but was annoying. Was audible but not distracting. No detectable  
               
               
                 background noise present 
               
               
                 Do you have repeated problems with sound quality when placing calls  
               
               
                 in this area? 
               
               
                 Dropped Call 
               
               
                 Did the signal strength vary during your call? 
               
               
                 What was the signal strength at the time the call was placed? 
               
               
                 What was the signal strength just prior to the time the call was dropped? 
               
               
                 Have you had problems with dropped calls in this area before? 
               
               
                 How many calls do you make in the area that the call was dropped? 
               
               
                 How many times did you attempt to reconnect the same call? 
               
               
                 Subjective Reponses 
               
               
                 Describe the quality of your last call. 
               
               
                 Describe your overall satisfaction with the quality of your last call. 
               
               
                 Describe how the quality of your last call could have been improved. 
               
               
                 Describe your overall experience with your wireless communication  
               
               
                 service provider. 
               
               
                 Describe your overall satisfaction wit your wireless communication  
               
               
                 service provider. 
               
               
                 Other 
               
               
                 Did you have dial tone problems when making this call? Press 1 for yes.  
               
               
                 Press 2 for no. 
               
               
                 Rate the call set up time for this call. 
               
               
                 Please indicate if there were issues disconnecting from this call. 
               
               
                 Please indicate if there were problems handing off between cells  
               
               
                 during this call. 
               
               
                   
               
             
          
         
       
     
     In addition to the above, other factors and techniques may be used in rating calls. For example, various different types of rating scales may be implemented. In another example, users may be provided with descriptive icons or graphics to select from to make call rating fast and easy. 
     IV. Conclusion 
     Unless the context clearly requires otherwise, throughout the description and the claims, the words “comprise,” “comprising,” and the like are to be construed in an inclusive sense as opposed to an exclusive or exhaustive sense; that is to say, in the sense of “including, but not limited to.” Additionally, the words “herein,” “above,” “below” and words of similar import, when used in this application, shall refer to this application as a whole and not to any particular portions of this application. When the claims use the word “or” in reference to a list of two or more items, that word covers all of the following interpretations of the word: any of the items in the list, all of the items in the list, and any combination of the items in the list. 
     The above detailed description of embodiments of the invention is not intended to be exhaustive or to limit the invention to the precise form disclosed above. While specific embodiments of, and examples for, the invention are described above for illustrative purposes, various equivalent modifications are possible within the scope of the invention, as those skilled in the relevant art will recognize. For example, while processes or blocks are presented in a given order, alternative embodiments may perform routines having steps, or employ systems having blocks, in a different order, and some processes or blocks may be deleted, moved, added, subdivided, combined, and/or modified. Each of these processes or blocks may be implemented in a variety of different ways. Also, while processes or blocks are at times shown as being performed in series, these processes or blocks may instead be performed in parallel, or may be performed at different times. Where the context permits, words in the above Detailed Description using the singular or plural number may also include the plural or singular number, respectively. 
     The teachings of the invention provided herein can be applied to other systems, not necessarily the system described herein. The elements and acts of the various embodiments described above can be combined to provide further embodiments. Aspects of the invention can be modified, if necessary, to employ the systems, functions, and concepts of the various related technologies to provide yet further embodiments of the invention. 
     These and other changes can be made to the invention in light of the above Detailed Description. While the above description details certain embodiments of the invention and describes the best mode contemplated, no matter how detailed the above appears in text, the invention can be practiced in many ways. As noted above, particular terminology used when describing certain features or aspects of the invention should not be taken to imply that the terminology is being redefined herein to be restricted to any specific characteristics, features, or aspects of the invention with which that terminology is associated. In general, the terms used in the following claims should not be construed to limit the invention to the specific embodiments disclosed in the specification, unless the above Detailed Description section explicitly defines such terms. Accordingly, the actual scope of the invention encompasses not only the disclosed embodiments, but also all equivalent ways of practicing or implementing the invention under the claims. 
     While certain aspects of the invention are presented below in certain claim forms, the inventors contemplate the various aspects of the invention in any number of claim forms. For example, while only one aspect of the invention is recited as embodied in a computer-readable medium, other aspects may likewise be embodied in a computer-readable medium. Accordingly, the inventors reserve the right to add additional claims after filing the application to pursue such additional claim forms for other aspects of the invention.