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IN-CALL USER POLLING OF SUBJECTIVE CALL QUALITY IN STANDARDS-BASED VIDEO DEVICES

IP.com Disclosure Number: IPCOM000249608D
Publication Date: 2017-Mar-07
Document File: 8 page(s) / 196K

Publishing Venue

The IP.com Prior Art Database

Related People

Rob Hansen: AUTHOR [+2]

Abstract

Video conferencing is extended by injecting, into the media channels received by the user of a generic Session Initiation Protocol (SIP) video conferencing client or endpoint, a visual (and optionally audio) mid-call prompt requesting user feedback (e.g., mean opinion scores) on the quality of the call. Calls from such devices are commonly ended from the user endpoint or client without a terminal phase. Described herein are techniques for determining how best to time and position the prompt during the calling phase, taking into account various metrics/factors, so as to elicit a feedback response via dual tone multi-frequency (DTMF), while causing minimal disruption to the calling experience.

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Copyright 2017 Cisco Systems, Inc. 1

IN-CALL USER POLLING OF SUBJECTIVE CALL QUALITY IN STANDARDS- BASED VIDEO DEVICES

AUTHORS: Rob Hansen

Paul Bright-Thomas

CISCO SYSTEMS, INC.

ABSTRACT

Video conferencing is extended by injecting, into the media channels received by

the user of a generic Session Initiation Protocol (SIP) video conferencing client or

endpoint, a visual (and optionally audio) mid-call prompt requesting user feedback (e.g.,

mean opinion scores) on the quality of the call. Calls from such devices are commonly

ended from the user endpoint or client without a terminal phase. Described herein are

techniques for determining how best to time and position the prompt during the calling

phase, taking into account various metrics/factors, so as to elicit a feedback response via

dual tone multi-frequency (DTMF), while causing minimal disruption to the calling

experience.

DETAILED DESCRIPTION

Polling users after calls to determine their subjective judgement of the overall call

quality is a key tool used across the industry in closed real-time systems. These values are

aggregated into mean opinion score (MOS) values, which are used to detect issues in

subsets of customers and identify problems that have not been identified by specific

warning indications. MOS scores are important for quickly and automatically detecting

problems in the overall system, either with the entire group of users or for specific scenarios

or groups of users.

Furthermore, subjective feedback on alternate user experiences is a useful way of

determining which design alternative is best received by the user, and as such informs

product development.

However, while it is possible to poll for these values after calls in clients integrated

with a proprietary calling environment, this is often not the case in standards-based devices

Copyright 2017 Cisco Systems, Inc. 2

(e.g., session initiation protocol (SIP) endpoints). This is because such calls are often user-

terminated, which causes a complete disconnection from the service with no post-call phase

in which to collect feedback. Users who terminate the calls themselves, either upon meeting

completion or because of issues with the service, are not presented with an opportunity to

provide feedback.

As such, there may be issues specific to standards-based calls that are not detected

by changes in the MOS values and instead have to be reported manually. Thus, information

on the perceived experience of a class of users is not collected.

It is desirable to collect user feedback on the user experience of a video calling or

conferencing service from users of any generic video conferencing endpoint or client,

without customizing/configuring that device.

Standards-based SIP devices in multiparty meetings are commonly served by a

transcoding conferencing bridge, which composes and encodes a video stream providing a

view of the video conference to each conference participant.

Generally, users of legacy SIP devices may be polled by pr...