Patent Publication Number: US-7911964-B1

Title: Entity based quality of service response for packet service sessions

Description:
RELATED APPLICATIONS 
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     FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT 
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     MICROFICHE APPENDIX 
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     BACKGROUND OF THE INVENTION 
     1. Field of the Invention 
     The field of the invention relates to communication technologies, and in particular, to providing quality of service remedies for packet based services. 
     2. Description of the Prior Art 
     Recent advances in communication technologies have made possible the widespread use of packet based services. For example, Voice over Internet Protocol (VOIP) service has become very popular. One problem with VOIP service is that the quality of service delivered to end users is often times unreliable or poor. End users frequently experience garbled conversations due to delay, packet loss, and jitter. 
     VOIP service can be provided in various ways. Peer to peer VOIP service requires specialized software at each end point of a call. Call traffic is exchanged between the end points over a single or multiple interconnected networks, such as the Internet. One advantage to peer to peer VOIP is that it is very flexible—an end point can be established anywhere a user has Internet access. A draw back is that there are not centralized control mechanisms in place for providing call control. As a result, peer to peer VOIP calling is notorious for quality of service problems. Skype is an example of a peer to peer VOIP service. 
     Carrier grade VOIP services are usually provided on a larger scale than peer to peer VOIP service and typically include more robust call control mechanisms. For example; a carrier grade VOIP network typically includes a soft switch or other equipment for providing centralized call control. In addition, most carrier grade VOIP networks include gateways for interfacing calls to other networks such as the public switched telephone network (PSTN). The quality of service of carrier grade VOIP service is generally better than that of peer to peer VOIP service, but still does not reach the high levels customarily associated with plain old telephone service (POTS). 
     One problem facing VOIP service providers with respect to quality of service, whether under the peer to peer model or the carrier grade model, is that most VOIP service is provided across multiple networks, not all of which are controlled by any one particular service provider. For example, many service providers own and operate their own core service network. End users are often times linked to the core network by an intermediate access network, such as a multiple service cable network. Unfortunately, service providers typically have no control over or access to access networks, and are therefore unable to provide or enforce high quality of service. In the case of peer to peer VOIP service, the service provider might not own or operate any network at all, thereby increasing the likelihood that end users will encounter quality of service problems. 
     Some quality of service solutions have been provided in the prior art. The real time control protocol (RTCP) allows end devices to exchange information on the quality of service of a particular session. For example, RTCP messages might include packet loss, jitter, and delay statistics. 
     While many prior art solutions help to improve the overall quality of service sessions, many VOIP service providers remain without effective quality of service feedback and assurance capabilities. For example, end users are typically unaware of the causes of low quality of service. As a result, end users become dissatisfied with their service provider, even though the cause of the low quality of service may have been the responsibility of an access provider, such as multiple service cable network operators. In another example, service providers are often times unable to remedy low quality of service in a timely or relevant manner, thereby further exacerbating the dissatisfaction of end users. 
     SUMMARY OF THE INVENTION 
     An embodiment of the invention helps solve the above problems and other problems by providing systems, methods, and software that allow service providers to remedy quality of service issues in a manner that is timely and relevant from the perspective of an interested entity, such as an end user or enterprise. In an embodiment of the invention, a quality management system comprises an interface configured to receive quality information for a session having traffic transported by a communication network between a first end system and a second end system, and transmit a feedback message, and a processing system configured to process the quality information to determine an entity associated with the session, a required service level for the entity, an a delivered service level for the session, process the delivered service level with the required service level to determine a response for the session, and generate the feedback message indicating the response. 
     In an embodiment of the invention, the quality management system receives the quality information from the first end system. 
     In an embodiment of the invention, the quality management system receives the quality information from an intermediate system in the communication network. 
     In an embodiment of the invention, the quality management system receives a real time control protocol (RTCP) message indicating the quality information. 
     In an embodiment of the invention, the response comprises providing the entity with service credits. 
     In an embodiment of the invention, the response comprises a notification that the delivered service level was of a higher quality than the required service level. 
     In an embodiment of the invention, the response comprises a notification that the delivered service level was of a lower quality than the required service level. 
     In an embodiment of the invention, a method of operating a quality management system comprises receiving quality information for a session having traffic transported by a communication network between a first end system and a second end system, processing the quality information to determine an entity associated with the session, a required service level for the entity, and a delivered service level for the session, processing the delivered service level with the required service level to determine a response for the session, and generating and transmitting a feedback message indicating the response. 
     In an embodiment of the invention, a quality management network comprises a communication network and a quality management system coupled to the communication network. The communication network is configured to transport traffic for a session between a first end system and a second end system. The quality management system is configured to receive quality information for the session, process the quality information to determine an entity associated with the session, determine a required service level for the entity and determine a delivered service level for the session, process the delivered service level with the required service level to determine a response for the session, generate a feedback message indicating the response, and transmit the feedback message. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The same reference number represents the same element on all drawings. 
         FIG. 1  illustrates a quality management network in an embodiment of the invention. 
         FIG. 2  illustrates the operation of a quality management network in an embodiment of the invention. 
         FIG. 3  illustrates the operation of a quality management system in an embodiment of the invention. 
         FIG. 4  illustrates a quality management network in an embodiment of the invention. 
         FIG. 5  illustrates the operation of a quality management network in an embodiment of the invention. 
         FIG. 6  illustrates the operation of a quality management system in an embodiment of the invention. 
         FIG. 7  illustrates the operation of a quality management system in an embodiment of the invention. 
         FIG. 8  illustrates a computer system in an embodiment of the invention. 
     
    
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT 
       FIGS. 1-8  and the following description depict specific embodiments of the invention to teach those skilled in the art how to make and use the best mode of the invention. For the purpose of teaching inventive principles, some conventional aspects have been simplified or omitted. Those skilled in the art will appreciate variations from these embodiments that fall within the scope of the invention. Those skilled in the art will appreciate that the features described below can be combined in various ways to form multiple embodiments of the invention. As a result, the invention is not limited to the specific embodiments described below, but only by the claims and their equivalents. 
     First Embodiment Configuration and Operation 
     FIGS.  1 - 3   
       FIG. 1  illustrates quality management network  100  in an embodiment of the invention. Quality management network  100  includes communication network  110 , end system  102 , end system  101 , and quality management system (QMS)  115 . End systems  101  and  102  are coupled to communication network  110 . Similarly, QMS  115  is coupled to communication network  110 . 
     Communication network  110  could be any asynchronous network or collection of networks capable of transporting packet communications. End system  101  could be any end system capable of sending and receiving packet communications to and from communication network  110 . Similarly, end system  102  could be any end system capable of sending and receiving packet communications to and from communication network  110 . QMS  115  could also be any system capable of sending and receiving packet communications to and from communication network  110 . Packet communications could include, for example, session traffic, quality information, and feedback messages, as well as other types of packet communications. 
       FIG. 2  is a communication flow diagram illustrating the operation of quality management network  100  in an embodiment of the invention. In operation, end system  101  sends or receives session traffic to or from end system  102  over communication network  110 . End system  102  also sends or receives session traffic to or from end system  101  over communication network  110 . The session traffic is processed to determine quality information for the session. For example, the quality information could indicate certain performance metrics, such as bandwidth, latency, packet loss, jitter, or wireless signal strength, as well as other performance metrics. The quality information could be determined by end system  101  and  102 , as well as by elements of communication network  110 . The quality information could then be provided to QMS  115 . 
       FIG. 3  illustrates the operation of QMS  115  in an embodiment of the invention. To begin, QMS  115  receives the quality information (Step  310 ). QMS  115  processes the quality information to an entity associated with the session (Step  320 ). QMS  115  also processes the quality information to determine a delivered service level for the session (Step  330 ). Upon determining the delivered service level, QMS  115  processes the delivered service level with a required service level for the entity to determine a response to the delivered service level (Step  340 ). QMS  115  then generates and transmits a feedback message that indicates the determined response (Step  350 ). 
     In an example of the invention, QMS  115  could receive the quality information from either end system  101  or end system  102 . QMS  115  could receive the quality information in the form of, for example, a real time control protocol (RTCP) message. The message could be addressed directly for QMS  115 . Alternatively, a probe situated in communication network  110  could read and copy RTCP messages passed between end systems  101  and  102  and responsively transmit the messages to QMS  115 . 
     In another example of the invention, QMS  115  could transmit the feedback message to either end system  101  or end system  102 . Alternatively, QMS  115  could transmit the feedback message to a third-party, such as a communications administrator for an enterprise. In such a situation, the feedback message would be addressed to the administrator, rather than to the end users of end systems  101  and  102 . In another example, QMS  115  could send feedback messages to both-end users and third-parties. 
     In yet another example of the invention, the response indicated in the feedback messages could be a response to be carried out by a service provider. For example, the response could indicate that a service credit is to be applied to the accounts of the entity in response to a delivered quality of service level that is below the required quality of service level. In another example, the response could indicate that the delivered service level was of a higher quality level than the required quality of service level for the entity. In such a case, the response could indicate an offer for the entity to upgrade to the higher quality of service level. 
     Advantageously, quality management network  100  provides for responding on an entity-specific and session by session basis to delivered quality of service levels. In such a manner, entities associated with sessions can be notified of the reasons for low quality of service issues that arise during particular sessions. In addition, entities can be notified of actual and specific responses that will be taken by service providers in response to delivered quality of service levels that do not meet required quality of service levels. 
     Second Embodiment Configuration and Operation 
     FIGS.  4 - 7   
       FIG. 4  illustrates quality management network  400  in an embodiment of the invention. Quality management network  400  includes communication network  410  operatively in communication with end system  440  and end system  450 . Communication network  410  includes service network  415 , access network  420 , and destination network  430 . Service network  415  includes control system  411 , edge system  412 , edge system  413 , and quality management system (QMS)  414 . End system  440  includes access point  441  and end device  442 . 
     End device  442  could be any end device capable of communicating on a service session, such as a VOIP session or some other multi-media session. End device  442  could be, for example, a phone, a personal digital assistant, a music device, a video device, or a personal computing device, as well as other types of end devices. End device  442  could be a wireless device. Access point  441  could be any access system capable of providing access to access network  420 . For example, access point  441  could be a terminal adapter device or a wireless base station, as well as other types of access points. 
     Access network  420  could be any access network capable of providing access to service network  415 . Access network  420  could be, for example, a multiple service cable network or a digital subscriber line (DSL) network, as well as other types of access networks. Service network  415  could be any network capable of providing a service to end users via end devices, such as end device  442 . Destination network  430  could be any network capable of carrying session communications between service network  415  and end system  450 . End system  450  could be any system capable of communicating on a service session. End system  450  could be an end device similar to end device  442 . Alternatively, end system  450  could be an application content source system such as a service platform, a music server system, or a video server system. 
     Control system  411  provides session control for services provided by service network  415 . Control system  411  could be, for instance, a soft switch or an edge proxy server, as well as other types of session control equipment. Edge system  412  provides a peering point between service network  415  and access network  420 . Edge system  412  could provide border control functions and gateway functions for traffic exchanged between access network  420  and service network  415 . Likewise, edge system  413  provides a peering point between destination network  430  and service network  415 . Edge system  413  could also provide border control functions and gateway functions for traffic exchanged between destination network  430  and service network  415 . 
     In operation, a session is established between end device  442  and end system  450 . Session traffic is exchanged between end device  442  and end system  450 . Considering the perspective whereby end device  442  sends traffic to end system  450 , end device  442  first transmits the traffic to access point  441 . Access point  441  receives, processes, and transmits the traffic over access network  420  to edge system  412 . Edge system  412  also processes and transmits the traffic to edge system  413 . Edge system  413  processes and passes the traffic to destination network  430 . The traffic is routed over destination network  430  to end system  450 . 
     During the session, various elements of quality management network  400  are capable of processing session traffic to generate, quality information related to the quality of the session traffic. Examples of quality information include, but are not limited to, bandwidth, packet loss, latency, and jitter information.  FIG. 5  illustrates a flow diagram in an embodiment of the invention whereby quality information is sent to QMS  414 . 
     To begin, end device  442  transmits quality information to QMS  414 . The information could be sent at the beginning, end, or during a session. Access point  442  also transmits quality information to QMS  414 . Lastly, edge system  412  transmits quality information to QMS  414 . The quality information could be in the form of quality messages, such as RTCP packets, as well as other types of quality messages. 
     QMS  414  processes the quality information to determine the overall quality of the session, the appropriate response to the quality level, and the appropriate entity that should be informed of the response. QMS  414  then generates and transmits a feedback message indicating the response. In this example, QMS  414  transmits the feedback message to end device  442  for review by an end user. In an alternative, QMS  414  could transmit the feedback message to a third party, such as a plan administrator. 
       FIG. 6  illustrates the operation of QMS  414  in an embodiment of the invention. To begin, QMS  414  receives the quality information from end device  442 , access point  441 , or edge system  412  (Step  610 ). QMS  414  processes the quality information to determine an entity associated with the session between end device  442  and end system  450  (Step  620 ). The entity could be, for example, the end user using end device  442 . Alternatively, the entity could be an enterprise associated with the end user, such as a corporation or university. QMS  414  could determine the entity based on a user identification included in the session traffic, such as a session initiation protocol (SIP) identification. 
     Next, QMS  414  determines a delivered service level for the session (Step  630 ). For instance, QMS  414  could process bandwidth, jitter, or packet loss statistics to determine a quality of service rating for the session. QMS  414  also determines the required service level for the session based on the entity. QMS  414  could perform a lookup to a service level agreement database to determine the required service level for the entity. QMS  414  then processes the delivered service level with the required service level to determine a quality of service response to the session (Step  640 ). The response could be a remedy to a session having a delivered service level less than the required service level. Examples include service minute credits. 
     Upon determining the response, QMS  414  generates and transmits the feedback message indicating the response. The entity receives the feedback message and is thereby notified that the service provider to which the entity subscribes for service is aware of the low quality of service experienced on the past session. The entity is further notified of a remedy to the low quality of service. 
       FIG. 7  also illustrates the operation of QMS  414  in an embodiment of the invention. In this embodiment, QMS  414  has received quality information for a session and has determined the entity associated with the session. Next, QMS  414  determines the delivered service level for the session (Step  710 ). Next, QMS  414  determines the required service level for the session based on the entity (Step  720 ). Upon determining both the required and delivered service levels, QMS  414  determines whether or not the delivered service level exceeded the required service level (Step  730 ). If so, QMS  414  notifies the entity, such as the end user, that the delivered service level for the session exceeded the required service level (Step  750 ). If not, QMS  414  determines the remedy for the low quality of service, as described above with respect to  FIG. 6 . 
     In an embodiment of the invention, the response to a low quality of service delivered on a session could be in the form of service credits. For example, QMS  414  could determine that the particular session having the low quality of service should be free. In such a case, QMS  414  could transmit a response message to a billing system indicating that the entity should be credited for the session. 
     Advantageously, quality management network  400  provides for responding on an entity-specific and session by session basis to delivered quality of service levels. In such a manner, entities associated with sessions can be notified of the reasons for low quality of service issues that arise during particular sessions. In addition, entities can be notified of actual and specific responses that will be taken by service providers in response to delivered quality of service levels that do not meet required quality of service levels. 
     Computer System 
     FIG.  8   
       FIG. 8  illustrates computer system  800  in an embodiment of the invention. Computer system  800  includes interface  820 , processing system  830 , storage system  840 , and software  850 . Storage system  840  stores software  850 . Processing system  830  is linked to interface  820 . Computer system  800  could be comprised of a programmed general-purpose computer, although those skilled in the art will appreciate that programmable or special purpose circuitry and equipment may be used. Computer system  800  may use a client server architecture where operations are distributed among a server system and client devices that together comprise elements  820 - 850 . 
     Interface  820  could comprise a network interface card, modem, port, or some other communication device. Signaling interface  820  may be distributed among multiple communication devices. Interface  820  could comprise a computer microprocessor, logic circuit, or some other processing device. Processing system  830  may be distributed among multiple processing devices. Storage system  840  could comprise a disk, tape, integrated circuit, server, or some other memory device. Storage system  840  may be distributed among multiple memory devices. 
     Processing system  830  retrieves and executes software  850  from storage system  840 . Software  850  may comprise an operating system, utilities, drivers, networking software, and other software typically loaded onto a general-purpose computer. Software  850  could also comprise an application program, firmware, or some other form of machine-readable processing instructions. When executed by the processing system  830 , software  850  directs processing system  830  to operate as described for quality management systems  115  and  414 .