Defining IP Telephony Quality Metrics

As IP telephony solutions gain more features, organizations are having trouble defining metrics for measuring the end user quality of experience (QoE). In a report published today (client-registration required), the META Group's Bjarne Munch advises that before deploying IP telephony, organizations should first come up with a list metrics based on three levels--voice quality, performance, and service quality, agree on them with business users, and then use the list to identify both the right solution and the required operational and management tools.