We have had to cook up our own monitoring and right now it consists of: a) OPTIONS/ping/latency/jitter monitoring of IP addresses for each vendor b) Near real time monitoring with email alerts and CDR examples whenever each vendor falls out of bounds on: a. Percentage of connected calls (with a breakdown of TOP 5 SIP failure responses (503, 404, 403, etc). b. Percentage of PDD calls (8 seconds or more) This is a pretty blunt tool, but it has helped identify cases where a vendor goes completely down or has systemic problems that are noticeable to customers. We have been reaching out to carriers proactively, problem CDRs are sent along with the alert email, which makes it easy to forward. However I am not sure, doing so actually improves anything. The penalty box approach may work better. Best Regards, Ivan Kovacevic Vice President, Client Services Star Telecom | www.startelecom.ca | SIP Based Services for Contact Centers | LinkedIn <http://www.linkedin.com/company/star-telecom-www.startelecom.ca-?trk=top_nav...> *From:* VoiceOps [mailto:voiceops-bounces at voiceops.org] *On Behalf Of *Anthony Orlando via VoiceOps *Sent:* Tuesday, October 06, 2015 12:19 PM *To:* Peter Beckman <beckman at angryox.com>; VoiceOps <voiceops at voiceops.org> *Subject:* Re: [VoiceOps] Lack of Quality Industry-wide You are correct Peter. It's a constant struggle. For years I used a product from Empirix called Intelisight. It gave us the ability to monitor carriers (and other managed objects) with defined sets of KPI's. Once I saw a carrier have issues (PDD, quality, excessive 503's) I used to call them and tell them they had a problem. Hours or days later they would resolve. I got away from that practice and just routed around them. Funny how they notice that. Once the issue was resolved I put them in a penalty box and slowly added traffic. Once they realized I was measuring their performance and there would be financial repercussions it's amazing how the quality of their under lying carriers improved. My carrier ticket count dropped by 25-30%. ------------------------------ *From:* Peter Beckman <beckman at angryox.com> *To:* VoiceOps <voiceops at voiceops.org> *Sent:* Tuesday, October 6, 2015 10:27 AM *Subject:* [VoiceOps] Lack of Quality Industry-wide In the last 3 months I've been consistently frustrated by my carriers. "3-4 minutes is acceptable delay for delivery of SMS messages." "Our termination change now throws 504s instead of 503s 20-50% of the time and adds 2-3 seconds of delay to your call attempts. We didn't notice, and though you did, it's been 3 days and we haven't fixed it. Sorry!" "There was an outage? Works for me now!" "Someone upstream is intentionally dropping SMS messages. But we can't say who it is, and we can't get them to fix it because they aren't our carrier." Does the industry just suck at knowing when their stuff is broken, or only react when enough customers complain? Do carriers simply not instrument, monitor or graph metrics of their operations and proactively monitor and fix issues? My Thresholds: * SMS delivery end-to-end: Under 10 seconds * 503 Route Advance: Under 1 second * Response/Notice to termination/API/origination/server outage: 20 minutes * Fix a major issue (or provide a fix timeline): 3 days Too many times in the last few months _I_ have been the canary in the carrier's coal mine bringing attention to places where their operations are broken or delayed. And even then, unless I escalate to management (like CEO level), things move at the speed of a sloth. Most of the time it seems I monitor my carrier's infrastructure more closely than they do. I hope and dream of the unicorn carrier -- such great operational awareness and execution that it doesn't matter how great their customer service is, I'll never have to talk to them. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman at angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops