Tech

Airtel, Jio, Vodafone ideas directed to improve service quality immediately, state-level call data reporting


Amid growing quality of service issues and consumer complaints, TRAI has asked telecom operators to report call outage and outage data at the state level and enforce taking immediate steps to “demonstrate a marked improvement” in service quality and connected experience for consumers across the country. Regarding annoying promotional calls and messages, TRAI said telecom companies will be required to implement a proven AI/ML (Artificial Intelligence/Machine Learning) engine in detecting and blocking spam pushed by unregistered telemarketers via telephony (10-digit numbers).

This new comprehensive tool (currently being tested by Vodafone idea) is expected to be rolled out by the industry in about two months, reducing the threat of unwanted promotional messages, MALE President PD Vaghela said.

TRAI officials met with telecom companies including Jio’s dependency, Bharti Airtel and Vodafone Idea on Friday to review issues of service quality, standards for 5G service, and unsolicited commercial communications.

The regulator has made it clear to players that more stringent service benchmarks are at stake in calling quality parameters and TRAI (Telecommunications Regulatory Authority of India) will initiate the consultation process in the coming months for this matter.

TRAI’s decision for telecom companies to improve service quality is sure to please mobile customers, who are annoyed by dropped calls and slow networks. While 5G call data will be reported under the current system for now, separate QoS (Quality of Service) metrics for these next-generation services will emerge later.

“We’ve checked for call drop and quality of service issues, and there’s also been an increase in complaints after the rollout of 5G. We’ve asked carriers to improve service quality immediately, whether it’s due to the rollout of 5G or not the service,” Vaghela told reporters after the meeting.

“It’s time to review the parameters completely,” he added. While the overhaul of call quality standards is underway, companies even now will have to report call outage and outage data at the state level and perhaps at a later stage at the district level. .

This means the data reported will be more detailed and granular (for 29 states) than current practice for data reported at the Licensed Service Area level (22 LSAs in total). ) and quarterly averages.

State reporting will ensure that problem areas and network failures in certain States, especially the Northeast, can be clearly identified and players can take corrective action. . Vaghela said that while such detailed reporting (at the state level) would begin immediately, making it part of the QoS standard and imposing financial deterrents would take time. a time.

“We decided today that we will also monitor service quality at the State level,” pointed out Vaghela.

The parameters will be made stricter in the future, he said the addition of an advisory paper will be made on the matter.

“The Administration has directed telecommunications service providers (TSPs) to take urgent steps to demonstrate a marked improvement in service quality and consumer experience quality. TSPs are required. needs to analyze one-way voice and call mute issues, and take corrective action on priority,” TRAI said in a statement.

While deploying 5G networks, operators will need to ensure that the service quality of existing telecommunications services is minimally disturbed or degraded. During the meeting, telecom operators acknowledged that there were some “problems” in the rollout of 5G, but assured that those problems have now been resolved.

“TSP has further been informed that TRAI is closely monitoring instances of long-term network outages. Such outages adversely affect service quality and consumer experience,” TRAI said. said in a statement.

All telecommunications service providers are required to report such outages to the regulator in any county or State. TRAI may consider making appropriate regulation in this regard, if requested, the statement added.

TRAI also requires players to plan and implement online data collection systems for QoS benchmarks and their processing to generate performance reports with the License Service Area, State or lower level of detail.

“Considering the scale and size of the network set up for 5G service deployment and the critical use cases being developed by various verticals, TRAI asked TSP to implement surveillance systems Internal QoS…on a 24×7 and 360-degree basis,” it said.

The TRAI statement said that exploiting network features according to standards and applying AI/ML techniques to monitor and manage quality of service are also recommended.

During the meeting, the regulator also looked at issues surrounding unsolicited commercial communications (UCC) and stressed the need to limit cases of telemarketers abusing their numbers. phone to send promotional messages.

“We will also be writing to all key Ministries and Ministries, RBI and other regulators…because they have significant influence over banks, financial institutions and stakeholders. We will ask them to take action regarding cleaning up the message template and removing unnecessary headers,” Vaghela said.

States and ministries are being sensitive as they also attract telemarketers to send important information, such as about the benefits of different plans.

The telecom regulator on Thursday issued a directive to telecom operators to act quickly to prevent the misuse of message headers and patterns, as it has sharply reduced its advertising messages. annoying, unauthorized reports from telemarketers.

To prevent such abuse and limit unwanted messages, the regulator has directed access service providers (telecom operators) to re-verify all headers and messages. message registered on the Distributed Ledger Technology (DLT) platform and blocked all unverified message headers and patterns for 30 and 60 days, respectively.

“We are working on creating an AI/ML-based system. Vodafone Idea has implemented a sandbox test and it has been successful, so we will use that. AI/ML allows identification. telemarketers or spammers using 10 digits and those numbers could be blocked…in the next two months we’ll be able to roll that out across the country,” Vaghela speak.

One of the telecom operators, attending TRAI’s QoS review meeting, complained that the quality of service is also being affected by some of the low-quality handsets on the market.

TRAI has advised players to write to the Department of Telecommunications, to flag the issue of low-quality handsets.


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