CNG HA X HI CH NGHA VIT NAM

QCVN 36:2015/BTTTT

QUY CHUN K THUT QUC GIA

V CHT LNG DCH V IN THOI
TRN MNG VIN THNG DI NG MT T
National technical regulation
on Quality of telephone service
on the Public Land Mobile Network

H NI - 2015

MC LC
1. QUY NH CHUNG ................................................................................................ 5
1.1. Phm vi iu chnh ........................................................................................... 5
1.2. i tng p dng ........................................................................................... 5
1.3. Ti liu vin dn ................................................................................................ 5
1.4. Gii thch t ng ............................................................................................... 5
2. QUY NH K THUT ........................................................................................... 6
2.1. Ch tiu cht lng k thut ............................................................................. 6
2.1.1. sn sng ca mng v tuyn....................................................................... 6
2.1.2. T l cuc gi c thit lp thnh cng .......................................................... 6
2.1.3. T l cuc gi b ri........................................................................................... 7
2.1.4. Cht lng thoi ............................................................................................... 7
2.1.5. chnh xc ghi cc ...................................................................................... 7
2.1.5.1. T l cuc gi b ghi cc sai ........................................................................ 7
2.1.5.2. T l thi gian m thoi b ghi cc sai ....................................................... 8
2.1.6. T l cuc gi b tnh cc, lp ho n sai ..................................................... 8
2.2. Ch tiu cht lng phc v ............................................................................. 9
2.2.1. kh dng ca dch v .................................................................................. 9
2.2.2. Khiu ni ca khch hng v cht lng dch v ........................................... 10
2.2.3. Hi m khiu ni ca khch hng ................................................................... 10
2.2.4. Dch v tr gip khch hng ........................................................................... 10
3. QUY NH V QUN L ..................................................................................... 11
4. TRCH NHIM CA T CHC, C NHN ........................................................ 11
5. T CHC THC HIN ........................................................................................ 11
PH LC A (Quy nh) V tr o kim .................................................................... 12

QCVN 36:2015/BTTTT

Li ni u
QCVN 36:2015/BTTTT thay th QCVN 36:2011/BTTTT.
QCVN 36:2015/BTTTT do Cc Vin thng bin son, V Khoa
hc v Cng ngh thm nh v trnh duyt, B Thng tin v
Truyn thng ban hnh km theo Thng t s 40/2015/TTBTTTT ngy 25 thng 12 nm 2015.

QCVN 36:2015/BTTTT

QCVN 36:2015/BTTTT
QUY CHUN K THUT QUC GIA
V CHT LNG DCH V IN THOI
TRN MNG VIN THNG DI NG MT T
National technical regulation
on Quality of telephone service
on the Public Land Mobile Network
1. QUY NH CHUNG

1.1. Phm vi iu chnh

Quy chun ny quy nh mc gii hn cc ch tiu cht lng i vi dch v in
thoi trn mng vin thng di ng mt t.
1.2. i tng p dng
Quy chun ny p dng i vi C quan qun l nh nc v cc doanh nghip vin
thng cung cp dch v in thoi trn mng vin thng di ng mt t (sau y gi
tt l DNCCDV) thc hin qun l cht lng dch v ny theo cc quy nh ca Nh
nc v ca B Thng tin v Truyn thng.
Quy chun ny cng l c s ngi s dng gim st cht lng dch v in
thoi trn mng vin thng di ng mt t ca cc doanh nghip.
1.3. Ti liu vin dn
ITU-T E.804 (02/2014): QoS Aspects for Popular Services in Mobile Networks.
ITU-T P.863 (9/2014): Perceptual Objective Listening Quality Assessment.
ITU-T P.800 (8/1996): Methods for subjective determination of transmission quality.
1.4. Gii thch t ng
1.4.1. Khch hng (ngi s dng dch v) l cc c nhn, t chc Vit Nam hoc
nc ngoi s dng dch v in thoi trn mng vin thng di ng mt t do
DNCCDV cung cp.
1.4.2. Vng cung cp dch v l vng a l m DNCCDV cng b v kh nng s
dng dch v in thoi trn mng vin thng di ng mt t theo mc cht lng
c quy nh ti mc 2.1 ca quy chun ny.
1.4.3. Cht lng dch v l kt qu tng hp ca cc ch tiu th hin mc hi
lng ca ngi s dng dch v i vi dch v .
1.4.4. S c l h hng ca mt hoc mt s phn t ca mng vin thng di ng
mt t lm nh hng ti t bo (Cell) trong mng thng tin di ng mt t dn
n gin on mt phn hoc ton b vic cung cp dch v in thoi.
1.4.5. T bo (Cell) l mt khu vc ph sng tn s v tuyn in ca trm gc in
thoi di ng mt t cng cng.
1.4.6. Trm gc in thoi di ng mt t cng cng l mt phn t ca mng
vin thng di ng mt t c nhim v kt ni thng tin lin lc vi cc thu bao.
1.4.7. Cuc gi c thit lp thnh cng l cuc gi m sau khi quay s thu
bao ch gi nhn c tn hiu cho bit ng trng thi ca thu bao b gi.

QCVN 36:2015/BTTTT
1.4.8. Cuc gi b ri l cuc gi c thit lp thnh cng nhng b mt gia
chng trong khong thi gian m thoi m nguyn nhn l do mng vin thng di
ng mt t.
1.4.9. Phng php xc nh:
Phng php xc nh l cc phng php nh gi cht lng dch v vi mc ly
mu ti thiu c quy nh C quan qun l Nh nc v DNCCDV p dng
trong vic o kim cht lng dch v.
Mi ch tiu cht lng c quy nh mt hay nhiu phng php xc nh khc
nhau. Trong trng hp ch tiu cht lng dch v c xc nh bng nhiu
phng php khc nhau quy nh ti Quy chun ny th ch tiu cht lng c
nh gi l ph hp khi kt qu nh gi bi mi phng php u ph hp vi
mc ch tiu quy nh.
2. QUY NH K THUT
2.1. Ch tiu cht lng k thut
2.1.1. sn sng ca mng v tuyn
2.1.1.1. nh ngha
sn sng ca mng v tuyn l t l (%) gia s mu o c mc tn hiu thu ln
hn hoc bng -100 dBm trn tng s mu o.
2.1.1.2. Ch tiu
sn sng ca mng v tuyn 95%.
2.1.1.3. Phng php xc nh
Phng php m phng: S lng mu o ti thiu l 100 000 mu thc hin o
ngoi tri di ng vo cc gi khc nhau trong ngy, trong vng cung cp dch v.
2.1.2. T l cuc gi c thit lp thnh cng
2.1.2.1. nh ngha
T l cuc gi c thit lp thnh cng l t l (%) gia s cuc gi c thit lp
thnh cng trn tng s cuc gi.
2.1.2.2. Ch tiu
T l cuc gi c thit lp thnh cng 98%.
2.1.2.3. Phng php xc nh
Vic xc nh c th p dng mt trong hai hoc kt hp c hai phng php sau:
- M phng cuc gi: S lng cuc gi m phng ti thiu l 3 000 cuc, phn b
u theo 3 iu kin o kim: o trong nh; o ngoi tri cc v tr c nh; o
ngoi tri di ng. Vi mi iu kin o kim thc hin o vo cc gi khc nhau
trong ngy, trong vng cung cp dch v; khong cch gia hai cuc gi m phng
lin tip xut pht t cng mt thu bao ch gi khng nh hn 30s. Yu cu v v tr
o kim c quy nh ti Ph lc A.
- Gim st bng cc tnh nng sn c ca mng: S lng cuc gi ly mu ti thiu
l ton b cuc gi trong 7 ngy lin tip.

QCVN 36:2015/BTTTT
2.1.3. T l cuc gi b ri
2.1.3.1. nh ngha
T l cuc gi b ri l t l (%) gia s cuc gi b ri trn tng s cuc gi c
thit lp thnh cng.
2.1.3.2. Ch tiu
T l cuc gi b ri 2%
2.1.3.3. Phng php xc nh
Vic xc nh c th p dng mt trong hai hoc kt hp c hai phng php sau:
- M phng cuc gi: S lng cuc gi m phng ti thiu l 3 000 cuc, phn b
u theo 3 iu kin o kim: o trong nh; o ngoi tri cc v tr c nh; o
ngoi tri di ng. Vi mi iu kin o kim thc hin o vo cc gi khc nhau
trong ngy, trong vng cung cp dch v; di cuc gi ly mu trong khong t
60s n 180s, trong cc cuc gi t 60s n 90s phi m bo s lng mu t
nht l 50% tng s mu; khong cch gia hai cuc gi m phng lin tip xut
pht t cng mt thu bao ch gi khng nh hn 30s. Yu cu v v tr o kim
c quy nh ti Ph lc A.
- Gim st bng cc tnh nng sn c ca mng: S lng cuc gi ly mu ti thiu
l ton b cuc gi trong 7 ngy lin tip.
2.1.4. Cht lng thoi
2.1.4.1. nh ngha
Cht lng thoi l ch s tch hp ca cht lng truyn ting ni trn knh thoi
c xc nh bng cch tnh im trung bnh vi thang im MOS t 1 n 5 theo
Khuyn ngh P.800 ca Lin minh Vin thng Th gii ITU.
2.1.4.2. Ch tiu
T l (%) s cuc gi c im cht lng thoi ln hn hoc bng 3,0 90%.
2.1.4.3. Phng php xc nh
Phng php m phng. Phng php o thc hin theo Khuyn ngh ITU-T P.863.
S lng cuc gi m phng ti thiu l 3 000 cuc, phn b u theo 3 iu kin o
kim: o trong nh; o ngoi tri cc v tr c nh; o ngoi tri di ng. Vi mi
iu kin o kim thc hin o vo cc gi khc nhau trong ngy, trong vng cung
cp dch v; khong cch gia hai cuc gi m phng lin tip xut pht t cng mt
thu bao ch gi khng nh hn 30s. Yu cu v v tr o kim c quy nh ti
Ph lc A.
2.1.5. chnh xc ghi cc
2.1.5.1. T l cuc gi b ghi cc sai
2.1.5.1.1. nh ngha
T l cuc gi b ghi cc sai l t l (%) gia s cuc gi b ghi cc sai trn tng
s cuc gi.
Cuc gi b ghi cc sai bao gm:
- Cuc gi ghi cc nhng khng c thc;
- Cuc gi c thc nhng khng ghi cc;
- Cuc gi ghi sai s ch gi v/hoc s b gi;
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QCVN 36:2015/BTTTT
- Cuc gi m gi tr tuyt i ca hiu s gia di cuc gi ghi cc v di
m thoi thc ln hn 1s;
- Cuc gi c ghi cc c thi gian bt u sai qu 9s v gi tr tuyt i so vi
thi im thc ly theo ng h chun quc gia.
2.1.5.1.2. Ch tiu
T l cuc gi b ghi cc sai 0,1%.
2.1.5.1.3. Phng php xc nh
Tng s cuc gi ly mu cn thit ti thiu l 10 000 cuc gi. Vic xc nh c th
p dng mt trong hai hoc kt hp c hai phng php sau:
- M phng cuc gi: Thc hin m phng vo cc gi khc nhau trong ngy, trong
vng cung cp dch v v theo cc hng ni mng v lin mng. Khong cch gia
hai cuc gi m phng lin tip xut pht t cng mt thu bao ch gi khng nh
hn 10s. S cuc gi m phng c di t 1s n 90s ti thiu l 60% ca tng s
cuc gi m phng.
- Gim st bo hiu: Cc cuc gi ly mu vo cc gi khc nhau trong ngy. im
u ni my gim st bo hiu ti cc tng i v thc hin trn cc lung bo hiu
hot ng bnh thng hng ngy ca mng vin thng di ng mt t v bo m
khng lm nh hng n hot ng bnh thng ca mng.
2.1.5.2. T l thi gian m thoi b ghi cc sai
2.1.5.2.1. nh ngha
T l thi gian m thoi b ghi cc sai l t l (%) gia tng gi tr tuyt i thi
gian m thoi ca cc cuc gi b ghi cc sai trn tng thi gian m thoi ca
cc cuc gi.
2.1.5.2.2. Ch tiu
T l thi gian m thoi b ghi cc sai 0,1%.
2.1.5.2.3. Phng php xc nh
Phng php xc nh tng t nh i vi ch tiu T l cuc gi b ghi cc sai
(xem 2.1.5.1.3).
2.1.6. T l cuc gi b tnh cc, lp ho n sai
2.1.6.1. T l cuc gi b tnh cc sai
2.1.6.1.1. nh ngha
T l cuc gi b tnh cc sai l t l (%) gia s cuc gi b tnh cc sai trn tng
s cuc gi.
Cuc gi b tnh cc sai bao gm:
- Cuc gi khng c trong s liu ghi cc nhng b tnh cc;
- Cuc gi c trong s liu ghi cc nhng khng c tnh cc;
- Cuc gi sai s ch gi v/hoc s b gi so vi s liu ghi cc;
- Cuc gi sai v thi gian bt u v/hoc thi gian kt thc v/hoc di m
thoi so vi s liu ghi cc;
- Cuc gi m tin cc b tnh sai.

QCVN 36:2015/BTTTT
2.1.6.1.2. Ch tiu
T l cuc gi b tnh cc sai 0,01%.
2.1.6.1.3. Phng php xc nh
So snh ti thiu 10 000 cuc gi c tnh cc vi s liu ghi cc.
2.1.6.2. T l cuc gi b lp ho n sai
2.1.6.2.1. nh ngha
T l cuc gi b lp ho n sai l t l (%) gia s cuc gi b lp ho n sai trn
tng s cuc gi.
Cuc gi b lp ho n sai bao gm:
- Cuc gi c trong s liu tnh cc nhng khng c lp ho n;
- Cuc gi khng c trong s liu tnh cc nhng c trong ho n;
- Cuc gi sai s ch gi v/hoc s b gi so vi s liu tnh cc;
- Cuc gi sai v thi gian bt u v/hoc thi gian kt thc v/hoc di m
thoi sai so vi s liu tnh cc;
- Cuc gi m tin cc trn ho n b ghi sai so vi s liu tnh cc.
2.1.6.2.2. Ch tiu
T l cuc gi b lp ho n sai 0,01%.
2.1.6.2.3. Phng php xc nh
So snh ti thiu 10 000 cuc gi c lp ho n vi s liu tnh cc.
2.2. Ch tiu cht lng phc v
2.2.1. kh dng ca dch v
2.2.1.1.nh ngha
kh dng ca dch v (D) l t l (%) thi gian trong mng sn sng cung cp
dch v cho khch hng.

D (1

Tf
Tr

) 100 %

trong : Tr : Thi gian xc nh kh dng ca dch v;

Tf : Thi gian mng c s c thuc trch nhim DNCCDV v c
tnh theo cng thc:
N

i1

ri
ti
Ri

N : Tng s ln xy ra s c trong thi gian xc nh kh dng;

Ri : Tng s t bo ti thi im xy ra s c th i;
ri : S t bo b nh hng trong s c th i;
ti : Thi gian s c th i.
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QCVN 36:2015/BTTTT
2.2.1.2. Ch tiu
D 99%.
2.2.1.3. Phng php xc nh
Thng k ton b cc s c trong thi gian xc nh kh dng. Thi gian xc nh
kh dng ti thiu l 3 thng lin tip.
2.2.2. Khiu ni ca khch hng v cht lng dch v
2.2.2.1. nh ngha
Khiu ni ca khch hng v cht lng dch v l s khng hi lng ca khch
hng v cht lng dch v c bo cho DNCCDV bng vn bn.
2.2.2.2. Ch tiu
T l khiu ni ca khch hng v cht lng dch v 0,25 khiu ni/100 khch
hng/3 thng.
2.2.2.3. Phng php xc nh
Thng k ton b s khiu ni ca khch hng v cht lng dch v trong khong
thi gian ti thiu l 3 thng lin tip.
2.2.3. Hi m khiu ni ca khch hng
2.2.3.1. nh ngha
Hi m khiu ni ca khch hng l vn bn ca DNCCDV thng bo cho khch
hng c vn bn khiu ni v vic tip nhn v xem xt gii quyt khiu ni.
2.2.3.2. Ch tiu
DNCCDV phi c vn bn hi m cho 100% vn bn khiu ni ca khch hng trong
thi hn 2 ngy lm vic k t thi im tip nhn khiu ni.
2.2.3.3. Phng php xc nh
Thng k ton b vn bn hi m cho khch hng khiu ni v cht lng dch v
trong thi gian ti thiu l 3 thng lin tip.
2.2.4. Dch v tr gip khch hng
2.2.4.1. nh ngha
Dch v tr gip khch hng l dch v gii p thc mc, tr gip, hng dn s
dng, cung cp thng tin lin quan cho khch hng v dch v in thoi trn mng
vin thng di ng mt t.
2.2.4.2. Ch tiu
- Thi gian cung cp dch v tr gip khch hng bng nhn cng qua in thoi l
24h trong ngy.
- T l cuc gi ti dch v tr gip khch hng chim mch thnh cng v nhn
c tn hiu tr li ca in thoi vin trong vng 60s 80%.
2.2.4.3. Phng php xc nh
Vic xc nh c th p dng mt trong hai hoc kt hp c hai phng php sau:
- M phng hoc gi nhn cng: Thc hin m phng hoc gi nhn cng ti dch v
tr gip khch hng, s cuc gi th ti thiu l 250 cuc gi vo cc gi khc nhau
trong ngy.
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QCVN 36:2015/BTTTT
- Gim st bng thit b hoc bng tnh nng sn c ca mng: S lng cuc gi
ly mu ti thiu l ton b cuc gi trong 7 ngy lin tip.
3. QUY NH V QUN L
3.1. Cc ch tiu cht lng dch v in thoi trn mng vin thng di ng mt t
c qun l theo quy nh v qun l cht lng dch v vin thng.
3.2. Doanh nghip cung cp dch v phi cng b cho khch hng v vng cung cp
dch v di dng bn s.
4. TRCH NHIM CA T CHC, C NHN
4.1. Doanh nghip cung cp dch v phi m bo cht lng dch v in thoi trn
mng vin thng di ng mt t ph hp vi Quy chun ny, thc hin cng b
hp quy v chu s kim tra ca c quan qun l nh nc theo cc quy nh hin
hnh.
4.2. Trch nhim c th ca cc Doanh nghip cung cp dch v c quy nh ti
quy nh v qun l cht lng dch v vin thng ca B Thng tin v Truyn thng.
5. T CHC THC HIN
5.1. Cc Vin thng v cc S Thng tin v Truyn thng c trch nhim hng dn,
t chc trin khai cng tc qun l cht lng dch v in thoi trn mng vin
thng di ng mt t theo Quy chun ny.
5.2. Quy chun ny c p dng thay th Quy chun k thut quc gia QCVN
36:2011/BTTTT Quy chun k thut quc gia v cht lng dch v in thoi trn
mng vin thng di ng mt t.
5.3. Trong trng hp cc quy nh nu ti Quy chun ny c s thay i, b sung
hoc c thay th th thc hin theo quy nh ti vn bn mi./.

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QCVN 36:2015/BTTTT
PH LC A
(Quy nh)
V tr o kim
A.1. V tr o trong nh
o kim bn trong cc cng trnh cng cng nh cng hng khng, nh ga tu ha,
bn xe t, bnh vin, bo tng, v.v
A.2. V tr o ngoi tri c nh
o kim cc v tr ngoi tri c nh ti cc im tp trung ng dn c nh khu vc
ph cn bn tu ha, bn xe t, cng ch, cng bnh vin, cng trng hc, cng
vin, di tch vn ha v danh lam thng cnh, v.v.
A.3. V tr o ngoi tri di ng
o kim ti cc v tr ngoi tri di ng trong qu trnh lu thng trn ng.

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