Lêi nãi ®Çu Tiªu chuÈn Ngµnh tcn 68-176: 2003 "DÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c ng céng Tiªu chuÈn chÊt l­îng"



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TCN 68 - 176: 2003

môc lôc
* Lêi nãi ®Çu 5

* QuyÕt ®Þnh ban hµnh cña bé tr­ëng bé b­u chÝnh viÔn th«ng 7

* TCN 68 - 176: 2003 9



Lêi nãi ®Çu
Tiªu chuÈn Ngµnh TCN 68-176: 2003 "DÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt l­îng" ®­îc x©y dùng trªn c¬ së so¸t xÐt, bæ sung Tiªu chuÈn Ngµnh TCN 68-176: 1998 "DÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt l­îng" ban hµnh theo QuyÕt ®Þnh sè 811/1998/Q§-TCB§ ngµy 29/12/1998 cña Tæng côc B­u ®iÖn (nay lµ Bé B­u chÝnh, ViÔn th«ng).

Tiªu chuÈn Ngµnh TCN 68-176: 2003 do Côc Qu¶n lý ChÊt l­îng B­u chÝnh, ViÔn th«ng vµ C«ng nghÖ th«ng tin biªn so¹n theo ®Ò nghÞ cña Vô Khoa häc - C«ng nghÖ vµ ®­îc ban hµnh theo QuyÕt ®Þnh sè 161/2003/Q§-BBCVT cña Bé tr­ëng


Bé B­u chÝnh, ViÔn th«ng ngµy 30/9/2003.

Tiªu chuÈn Ngµnh TCN 68-176: 2003 ®­îc ban hµnh d­íi d¹ng song ng÷ (tiÕng ViÖt vµ tiÕng Anh). Trong tr­êng hîp cã tranh chÊp vÒ c¸ch hiÓu do biªn dÞch, b¶n tiÕng ViÖt ®­îc ¸p dông.


Vô Khoa häc - C«ng nghÖ

bé b­u chÝnh, viÔn th«ng



Sè: 161/2003/Q§-BBCVT



Céng hoµ x· héi chñ nghÜa viÖt nam

§éc lËp - Tù do - H¹nh phóc






Hµ Néi, ngµy 30 th¸ng 9 n¨m 2003


QuyÕt ®Þnh cña bé tr­ëng bé b­u chÝnh, viÔn th«ng


VÒ viÖc ban hµnh Tiªu chuÈn Ngµnh

bé tr­ëng bé b­u chÝnh, viÔn th«ng


  • C¨n cø Ph¸p lÖnh ChÊt l­îng hµng hãa ngµy 04/01/2000;

  • C¨n cø NghÞ ®Þnh sè 90/2002/N§-CP ngµy 11/11/2002 cña ChÝnh phñ quy ®Þnh chøc n¨ng, nhiÖm vô, quyÒn h¹n vµ c¬ cÊu tæ chøc cña Bé B­u chÝnh, ViÔn th«ng;

  • C¨n cø QuyÕt ®Þnh sè 27/2001/Q§-TCB§ ngµy 09/01/2001 cña Tæng côc
    B­u ®iÖn (nay là Bé B­u chÝnh, ViÔn th«ng) vÒ viÖc x©y dùng, ban hµnh vµ c«ng bè tiªu chuÈn trong ngµnh B­u ®iÖn;

  • Theo ®Ò nghÞ cña Vô tr­ëng Vô Khoa häc - C«ng nghÖ,


quyÕt ®Þnh
§iÒu 1.- Ban hµnh kÌm theo QuyÕt ®Þnh nµy 03 Tiªu chuÈn Ngµnh:

1. DÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt l­îng,

M· sè TCN 68-176: 2003;

2. DÞch vô ®iÖn tho¹i trªn m¹ng di ®éng mÆt ®Êt c«ng céng - Tiªu chuÈn


chÊt l­îng,

M· sè TCN 68-186: 2003;

3. DÞch vô Internet - Tiªu chuÈn chÊt l­îng,

M· sè TCN 68-218: 2003.



§iÒu 2.- C¸c tiªu chuÈn nªu ë §iÒu 1 ®­îc ¸p dông thay thÕ c¸c Tiªu chuÈn Ngµnh t­¬ng øng:

1. DÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng - Tiªu chuÈn chÊt l­îng,

M· sè TCN 68-176: 1998;

2. DÞch vô viÔn th«ng trªn m¹ng di ®éng mÆt ®Êt c«ng céng - Tiªu chuÈn


chÊt l­îng,

M· sè TCN 68-186: 1999;

3. Tiªu chuÈn chÊt l­îng dÞch vô Internet (ban hµnh theo QuyÕt ®Þnh sè
683/1997/Q§-TCB§ ngµy 14/11/1997 cña Tæng côc B­u ®iÖn).

§iÒu 3.- HiÖu lùc b¾t buéc ¸p dông c¸c tiªu chuÈn nªu ë §iÒu 1 sau 15 ngµy kÓ tõ ngµy ký QuyÕt ®Þnh nµy.

§iÒu 4.- Ch¸nh v¨n phßng, Vô tr­ëng Vô Khoa häc - C«ng nghÖ, thñ tr­ëng c¸c ®¬n vÞ chøc n¨ng, c¸c ®¬n vÞ trùc thuéc Bé B­u chÝnh, ViÔn th«ng vµ c¸c tæ chøc, c¸ nh©n liªn quan chÞu tr¸ch nhiÖm thi hµnh quyÕt ®Þnh nµy.

K/T. Bé tr­ëng Bé B­u chÝnh, ViÔn th«ng

thø tr­ëng th­êng trùc

§· ký: Mai Liªm Trùc



Tiªu chuÈn ngµnh

TCN 68 - 176: 2003

DÞCH Vô ®iÖn tho¹i


trªn m¹ng ®iÖn tho¹i c«ng céng

TI£U CHUÈN CHÊT L¦îNG



(Ban hµnh kÌm theo QuyÕt ®Þnh sè 161/2003/Q§-BBCVT ngµy 30/9/2003
cña Bé tr­ëng Bé B­u chÝnh, ViÔn th«ng)

I. Ph¹m vi vµ ®èi t­îng ¸p dông

1.1 Tiªu chuÈn nµy bao gåm c¸c chØ tiªu chÊt l­îng cho dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng (PSTN) truy nhËp b»ng h÷u tuyÕn vµ theo ph­¬ng thøc quay sè trùc tiÕp.

1.2 Tiªu chuÈn nµy lµ c¬ së ®Ó C¬ quan qu¶n lý Nhµ n­íc thùc hiÖn viÖc qu¶n lý chÊt l­îng dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng do c¸c doanh nghiÖp (nh­ ®­îc ®Þnh nghÜa t¹i môc 2.2.1) cung cÊp theo c¸c quy ®Þnh cña ChÝnh phñ vµ cña Bé B­u chÝnh, ViÔn th«ng bao gåm:

- §¨ng ký chÊt l­îng dÞch vô;

- B¸o c¸o chÊt l­îng dÞch vô;

- KiÓm tra chÊt l­îng dÞch vô;

- Gi¸m s¸t chÊt l­îng dÞch vô.

II. Ch÷ viÕt t¾t, ®Þnh nghÜa vµ kh¸i niÖm

2.1 Ch÷ viÕt t¾t


DNCCDV

:

Doanh nghiÖp cung cÊp dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng;

CLDV

:

ChÊt l­îng dÞch vô;

D

:

§é kh¶ dông cña m¹ng;

PSTN

:

M¹ng ®iÖn tho¹i c«ng céng.

2.2 §Þnh nghÜa

2.2.1 DNCCDV: lµ doanh nghiÖp ®­îc Bé B­u chÝnh, ViÔn th«ng cÊp phÐp thiÕt lËp
m¹ng vµ cung cÊp dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.

2.2.2 Kh¸ch hµng (ng­êi sö dông dÞch vô): lµ c¸c c¸ nh©n, tæ chøc ViÖt Nam hoÆc
n­íc ngoµi sö dông dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.

2.2.3 Chuyªn gia: lµ nh÷ng c¸ nh©n kh¸ch quan, cã kinh nghiÖm trong lÜnh vùc ©m häc hoÆc trong lÜnh vùc ®¸nh gi¸ chÊt l­îng ®iÖn tho¹i do c¬ quan qu¶n lý nhµ n­íc chØ ®Þnh ®Ó ®¸nh gi¸ chÊt l­îng tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.

2.3 Kh¸i niÖm

2.3.1 CLDV: ChÊt l­îng dÞch vô lµ kÕt qu¶ tæng hîp cña c¸c chØ tiªu thÓ hiÖn møc ®é hµi lßng cña ng­êi sö dông dÞch vô ®èi víi dÞch vô ®ã.

2.3.2 Cuéc gäi ®­îc thiÕt lËp thµnh c«ng: Cuéc gäi ®­îc thiÕt lËp thµnh c«ng lµ cuéc gäi mµ khi quay sè thuª bao chñ gäi nhËn ®­îc tÝn hiÖu cho biÕt ®óng tr¹ng th¸i cña thuª bao bÞ gäi.

2.3.3 Sù cè m¹ng: Sù cè m¹ng lµ h­ háng cña mét hoÆc mét sè phÇn tö m¹ng thuéc phÇn truyÒn dÉn vµ/hoÆc phÇn chuyÓn m¹ch dÉn ®Õn viÖc gi¸n ®o¹n ®­êng liªn l¹c cña mét hoÆc mét sè thuª bao.

2.3.4 C¸c kh¸i niÖm ®Þnh tÝnh khi lÊy ý kiÕn kh¸ch hµng:

- TiÕng väng: Ng­êi ®µm tho¹i nghe ®­îc tiÕng cña chÝnh m×nh väng l¹i;

- TiÕng trung thùc: Ng­êi ®µm tho¹i nhËn biÕt ®­îc giäng cña ng­êi ®èi tho¹i qua ©m s¾c;

- Xuyªn ©m: Nh÷ng ©m thanh c¶m nhËn ®­îc (cã thÓ hiÓu ®­îc hoÆc kh«ng hiÓu ®­îc) trong khi ®µm tho¹i xuÊt ph¸t tõ thiÕt bÞ ®Çu cuèi kh¸c do m¹ng cña DNCCDV g©y ra;

- NhiÔu: Nh÷ng tiÕng rÝt, ï, l¹o x¹o nghe thÊy trong qu¸ tr×nh ®µm tho¹i, kh«ng ph¶i lµ tiÕng ån ngo¹i c¶nh.

2.3.5 Ph­¬ng ph¸p x¸c ®Þnh:

Ph­¬ng ph¸p x¸c ®Þnh lµ c¸c ph­¬ng ph¸p ®¸nh gi¸ chÊt l­îng dÞch vô víi møc lÊy mÉu tèi thiÓu ®­îc c¬ quan qu¶n lý Nhµ n­íc và DNCCDV ¸p dông trong viÖc ®o kiÓm ®Ó b¸o c¸o, kiÓm tra vµ gi¸m s¸t chÊt l­îng dÞch vô.

Mçi chØ tiªu chÊt l­îng ®­îc quy ®Þnh mét hay nhiÒu ph­¬ng ph¸p x¸c ®Þnh kh¸c nhau. Trong tr­êng hîp chØ tiªu chÊt l­îng dÞch vô ®­îc x¸c ®Þnh b»ng nhiÒu ph­¬ng ph¸p kh¸c nhau quy ®Þnh t¹i Tiªu chuÈn nµy th× chØ tiªu chÊt l­îng ®­îc ®¸nh gi¸ lµ phï hîp khi kÕt qu¶ ®¸nh gi¸ bëi mçi ph­¬ng ph¸p ®Òu phï hîp víi møc chØ tiªu quy ®Þnh.

III. ChØ tiªu chÊt l­îng dÞch vô

A. ChØ tiªu chÊt l­îng kü thuËt

3.1 §é kh¶ dông cña m¹ng

Kh¸i niÖm: §é kh¶ dông cña m¹ng (D) lµ tû lÖ thêi gian trong ®ã m¹ng s½n sµng cung cÊp dÞch vô cho kh¸ch hµng.

Trong ®ã:

Tr : Thêi gian x¸c ®Þnh ®é kh¶ dông cña m¹ng;

Tf : Thêi gian m¹ng cã sù cè thuéc tr¸ch nhiÖm DNCCDV vµ ®­îc


tÝnh theo c«ng thøc:

Trong ®ã:

N: Tæng sè lÇn x¶y ra sù cè m¹ng trong thêi gian x¸c
®Þnh ®é kh¶ dông;

Ri: Tæng sè thuª bao cña m¹ng ®iÖn tho¹i c«ng céng t¹i


thêi ®iÓm x¶y ra sù cè m¹ng thø i;

ri: Sè thuª bao bÞ mÊt liªn l¹c trong sù cè m¹ng thø i;

ti: Thêi gian cña sù cè m¹ng thø i.

ChØ tiªu: D kh«ng ®­îc nhá h¬n 99%

Ph­¬ng ph¸p x¸c ®Þnh:

- Thèng kª toµn bé sù cè trong thêi gian x¸c ®Þnh ®é kh¶ dông. Thêi gian x¸c ®Þnh ®é kh¶ dông tèi thiÓu lµ 3 th¸ng.



3.2 Sù cè ®­êng d©y thuª bao

Kh¸i niÖm: Sù cè ®­êng d©y thuª bao lµ nh÷ng háng hãc ®­êng d©y thuª bao lµm cho dÞch vô ®iÖn tho¹i cè ®Þnh kh«ng thùc hiÖn ®­îc hoÆc thùc hiÖn ®­îc nh­ng kh«ng ®¹t yªu cÇu. Kh«ng kÓ ®Õn sù cè do thiÕt bÞ ®Çu cuèi cña kh¸ch hµng vµ/hoÆc c¸c nguyªn nh©n bÊt kh¶ kh¸ng g©y ra (thiªn tai, lò lôt) mµ chØ do m¹ng l­íi viÔn th«ng cña DNCCDV g©y ra.

ChØ tiªu: Sè lÇn sù cè ®­êng thuª bao ®èi víi:

- Néi thµnh, thÞ x·: Sè sù cè  15 sù cè/100 thuª bao/n¨m

- ThÞ trÊn: Sè sù cè  20 sù cè/100 thuª bao/n¨m

- Lµng, x·: Sè sù cè  30 sù cè/100 thuª bao/n¨m



Ph­¬ng ph¸p x¸c ®Þnh:

- Thèng kª ®Çy ®ñ sù cè ®­êng thuª bao lµm ¶nh h­ëng ®Õn chÊt l­îng dÞch vô tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng.



3.3 Tû lÖ cuéc gäi ®­îc thiÕt lËp thµnh c«ng

Kh¸i niÖm: Tû lÖ cuéc gäi ®­îc thiÕt lËp thµnh c«ng lµ tû sè gi÷a sè cuéc gäi ®­îc thiÕt lËp thµnh c«ng trªn tæng sè cuéc gäi.

ChØ tiªu: Tû lÖ cuéc gäi ®­îc thiÕt lËp thµnh c«ng ®­îc quy ®Þnh ®èi víi:

- Liªn l¹c néi tØnh:  95%

- Liªn l¹c liªn tØnh:  94%

- Liªn l¹c quèc tÕ:  90%



Ph­¬ng ph¸p x¸c ®Þnh:

- M« pháng cuéc gäi: Sè l­îng cuéc gäi lÊy mÉu cÇn thiÕt Ýt nhÊt lµ 1000 cuéc.

- Gi¸m s¸t b»ng c¸c tÝnh n¨ng s½n cã cña m¹ng: Sè l­îng cuéc gäi lÊy mÉu tèi thiÓu lµ toµn bé cuéc gäi trong mét tuÇn.

Gi¸m s¸t b»ng thiÕt bÞ bªn ngoµi: Sè l­îng cuéc gäi lÊy mÉu cÇn thiÕt Ýt nhÊt lµ 1000 cuéc vµo giê b×nh th­êng.



3.4 ChÊt l­îng tho¹i

Kh¸i niÖm: ChÊt l­îng tho¹i lµ chØ sè tÝch hîp cña chÊt l­îng truyÒn tiÕng nãi trªn kªnh tho¹i trong m¹ng ®iÖn tho¹i c«ng céng vµ ®­îc x¸c ®Þnh b»ng c¸ch cho ®iÓm trung b×nh theo thang ®iÓm tõ 1 ®Õn 5 t­¬ng øng nh­ sau:

§iÓm sè

5

4

3

2

1

ChÊt l­îng tho¹i

RÊt tèt

Tèt

Trung b×nh

XÊu

RÊt xÊu

ViÖc ®¸nh gi¸ chÊt l­îng tho¹i cã thÓ thùc hiÖn theo ph­¬ng ph¸p chñ quan: lÊy ý kiÕn kh¸ch hµng vÒ chÊt l­îng tho¹i; lÊy ý kiÕn chuyªn gia vÒ chÊt l­îng tho¹i, hoÆc theo ph­¬ng ph¸p kh¸ch quan theo khuyÕn nghÞ ITU-T P.861 vµ P.862 cña Liªn minh viÔn th«ng thÕ giíi ITU.

ChØ tiªu: Ýt nhÊt 95% cuéc gäi (hoÆc ý kiÕn ®¸nh gi¸) ®¹t møc tõ 3 ®iÓm trë lªn.

Ph­¬ng ph¸p x¸c ®Þnh:

- Ph­¬ng ph¸p kh¸ch quan: Sè l­îng cuéc gäi lÊy mÉu Ýt nhÊt lµ 1000 cuéc.

- LÊy ý kiÕn kh¸ch hµng: Sè kh¸ch hµng lÊy ý kiÕn tèi thiÓu lµ 1% tæng sè kh¸ch hµng. MÉu lÊy ý kiÕn kh¸ch hµng qua th­, th­ ®iÖn tö, fax hoÆc ®iÖn tho¹i ®­îc quy ®Þnh t¹i phô lôc.

- LÊy ý kiÕn chuyªn gia: Sè chuyªn gia cÇn lÊy ý kiÕn Ýt nhÊt lµ 30 chuyªn gia. Mçi chuyªn gia chØ ®­îc ®­a ra ý kiÕn cña m×nh sau khi thùc hiÖn 30 cuéc gäi thµnh c«ng.



3.5 §é chÝnh x¸c ghi c­íc

3.5.1 Tû lÖ cuéc gäi bÞ ghi c­íc sai

Kh¸i niÖm: Tû lÖ cuéc gäi bÞ ghi c­íc sai ®­îc x¸c ®Þnh b»ng tû sè gi÷a c¸c cuéc gäi bÞ ghi c­íc sai trªn tæng sè cuéc gäi.

Cuéc gäi bÞ ghi c­íc sai bao gåm:

- Nh÷ng cuéc gäi ghi c­íc nh­ng kh«ng cã thùc;

- Cuéc gäi cã thùc nh­ng kh«ng ghi c­íc;

- Cuéc gäi ghi sai sè chñ gäi vµ/hoÆc sè bÞ gäi;

- Nh÷ng cuéc gäi ®­îc ghi c­íc cã ®é dµi sai so víi ®é dµi ®µm tho¹i thùc;

- Nh÷ng cuéc gäi ®­îc ghi c­íc cã thêi gian b¾t ®Çu sai 9 gi©y so víi thêi
®iÓm thùc lÊy theo ®ång hå chuÈn quèc gia.

ChØ tiªu: Tû lÖ cuéc gäi bÞ ghi c­íc sai kh«ng ®­îc lín h¬n 0,1% tæng sè cuéc gäi.

3.5.2 Tû lÖ thêi gian ®µm tho¹i bÞ ghi c­íc sai

Kh¸i niÖm: Tû lÖ thêi gian ®µm tho¹i bÞ ghi c­íc sai lµ tû sè gi÷a tæng gi¸ trÞ tuyÖt ®èi thêi gian ghi sai cña c¸c cuéc gäi bÞ ghi c­íc sai trªn tæng sè thêi gian cña c¸c cuéc gäi.

ChØ tiªu: Tû lÖ thêi gian ®µm tho¹i bÞ ghi sai  0,1%.

Ph­¬ng ph¸p x¸c ®Þnh: (cho c¶ chØ tiªu 3.5.1 vµ 3.5.2)

- M« pháng cuéc gäi: Sè l­îng cuéc gäi lÊy mÉu cÇn thiÕt Ýt nhÊt lµ 1000 cuéc cã ®é dµi kh¸c nhau tõ 1 ®Õn 6 phót, theo c¸c h­íng kh¸c nhau, bao gåm: néi ®µi, néi h¹t, néi tØnh, liªn tØnh.

- Gi¸m s¸t b»ng thiÕt bÞ bªn ngoµi: Sè l­îng cuéc gäi cÇn lÊy mÉu tèi thiÓu lµ 1000 cuéc.

3.6 §é chÝnh x¸c tÝnh c­íc vµ lËp hãa ®¬n

Kh¸i niÖm: ViÖc tÝnh c­íc vµ lËp ho¸ ®¬n ph¶i ®¶m b¶o chÝnh x¸c, ®Çy ®ñ, kÞp thêi vµ cã ho¸ ®¬n râ rµng theo ®óng quy ®Þnh t¹i ThÓ lÖ dÞch vô viÔn th«ng trªn m¹ng ®iÖn tho¹i c«ng céng.

DNCCDV ph¶i l­u tr÷ sè liÖu gèc tÝnh c­íc trong vßng tèi thiÓu 180 ngµy vµ cung cÊp ho¸ ®¬n kÌm theo b¶n kª chi tiÕt cuéc gäi bao gåm ngµy, th¸ng, n¨m thùc hiÖn cuéc gäi, thêi gian b¾t ®Çu, thêi gian kÕt thóc, sè m¸y bÞ gäi (cuéc gäi quèc tÕ: m· quèc gia, m· vïng, sè thuª bao; cuéc gäi trong n­íc: m· vïng, sè thuª bao), c­íc phÝ tõng cuéc nÕu kh¸ch hµng cã yªu cÇu.



ChØ tiªu: Sè cuéc gäi bÞ tÝnh c­íc hoÆc lËp ho¸ ®¬n sai  0,01% cuéc gäi.

Ph­¬ng ph¸p x¸c ®Þnh: Ph­¬ng ph¸p thèng kª.

So s¸nh Ýt nhÊt 10.000 cuéc gäi ®­îc tÝnh c­íc víi sè liÖu ghi c­íc.

B. ChØ tiªu chÊt l­îng phôc vô

3.7 Thêi gian chê söa ch÷a sù cè ®­êng d©y thuª bao

Kh¸i niÖm: Thêi gian chê söa ch÷a sù cè ®­êng d©y thuª bao ®­îc tÝnh tõ lóc doanh nghiÖp cung cÊp dÞch vô nhËn ®­îc th«ng b¸o h­ háng cña kh¸ch hµng ®Õn lóc söa ch÷a xong. Kh«ng kÓ ®Õn c¸c h­ háng do thiÕt bÞ ®Çu cuèi cña kh¸ch hµng hoÆc c¸c sù cè do nguyªn bÊt kh¶ kh¸ng g©y ra (thiªn tai, háa ho¹n...).

ChØ tiªu:  90% sù cè ®­êng thuª bao ®­îc söa ch÷a xong trong c¸c kho¶ng thêi gian sau:

- Néi thµnh, thÞ x·:  12 giê

- ThÞ trÊn:  24 giê

- Lµng, x·:  48 giê



Ph­¬ng ph¸p x¸c ®Þnh:

- Thèng kª ®Çy ®ñ sè liÖu söa ch÷a sù cè ®­êng d©y thuª bao trong kho¶ng thêi gian tèi thiÓu lµ 3 th¸ng.



3.8 Thêi gian thiÕt lËp dÞch vô

Kh¸i niÖm: Thêi gian thiÕt lËp dÞch vô ®­îc tÝnh tõ lóc doanh nghiÖp vµ kh¸ch hµng hoµn thµnh thñ tôc cung cÊp dÞch vô ®iÖn tho¹i cho tíi khi kh¸ch hµng cã thÓ sö dông ®­îc dÞch vô ®iÖn tho¹i.

Tr­êng hîp kh«ng thÓ thùc hiÖn cung cÊp dÞch vô do c¸c ®iÒu kiÖn kinh tÕ, kü thuËt cña m¹ng l­íi, thiÕt bÞ viÔn th«ng, trong vßng 3 ngµy kÓ tõ thêi ®iÓm kh¸ch hµng nép ®¬n xin cung cÊp dÞch vô, DNCCDV ph¶i cã v¨n b¶n th«ng b¸o cho kh¸ch hµng vÒ viÖc tõ chèi ký kÕt hîp ®ång cung cÊp dÞch vô.



ChØ tiªu: Ýt nhÊt 90% yªu cÇu cung cÊp dÞch vô ®· hoµn thµnh thñ tôc cung cÊp dÞch vô cã thêi gian thiÕt lËp dÞch vô trong kho¶ng thêi gian sau:

- TØnh, thµnh phè:  7 ngµy

- ThÞ trÊn:  10 ngµy

- Lµng, x·:  15 ngµy



Ph­¬ng ph¸p x¸c ®Þnh:

- Thèng kª toµn bé yªu cÇu thiÕt lËp dÞch vô tho¹i vµ viÖc ph¸t triÓn thuª bao trong kho¶ng thêi gian tèi thiÓu lµ 3 th¸ng.



3.9 KhiÕu n¹i cña kh¸ch hµng vÒ chÊt l­îng dÞch vô

Kh¸i niÖm: KhiÕu n¹i cña kh¸ch hµng vÒ chÊt l­îng dÞch vô lµ sù kh«ng hµi lßng cña kh¸ch hµng vÒ chÊt l­îng dÞch vô ®­îc b¸o cho DNCCDV b»ng ®¬n khiÕu n¹i. Sè liÖu vÒ khiÕu n¹i cña kh¸ch hµng ph¶i ®­îc l­u tr÷ trong thêi gian Ýt nhÊt lµ 1 n¨m.

ChØ tiªu: KhiÕu n¹i cña kh¸ch hµng vÒ chÊt l­îng dÞch vô kh«ng ®­îc v­ît qu¸ 1 khiÕu n¹i trªn 100 kh¸ch hµng trong 1 n¨m.

Ph­¬ng ph¸p x¸c ®Þnh:

- Thèng kª toµn bé sè khiÕu n¹i cña kh¸ch hµng vÒ chÊt l­îng dÞch vô.

3.10 TiÕp nhËn vµ gi¶i quyÕt khiÕu n¹i cña kh¸ch hµng

Kh¸i niÖm: Khi nhËn ®­îc ®¬n khiÕu n¹i cña kh¸ch hµng, DNCCDV ph¶i xem xÐt vµ håi ©m cho kh¸ch hµng vÒ viÖc nhËn ®­îc ®¬n khiÕu n¹i.

ChØ tiªu:

- Thêi gian tiÕp nhËn khiÕu n¹i: trong giê hµnh chÝnh.

- Doanh nghiÖp cung cÊp dÞch vô ph¶i xem xÐt vµ cã c«ng v¨n håi ©m trong thêi h¹n 48 giê cho 100% kh¸ch hµng khiÕu n¹i kÓ tõ thêi ®iÓm tiÕp nhËn khiÕu n¹i.

Ph­¬ng ph¸p x¸c ®Þnh:

- Thèng kª toµn bé c«ng v¨n håi ©m cho kh¸ch hµng khiÕu n¹i vÒ chÊt l­îng dÞch vô trong kho¶ng thêi gian tèi thiÓu lµ 3 th¸ng.

3.11 DÞch vô hç trî kh¸ch hµng

Kh¸i niÖm: DNCCDV ph¶i tæ chøc cung cÊp miÔn phÝ c¸c dÞch vô hç trî kh¸ch hµng, bao gåm: dÞch vô trî gióp tra cøu sè thuª bao vµ b¸o háng sè thuª bao.

ChØ tiªu:

- Thêi gian cung cÊp dÞch vô hç trî kh¸ch hµng lµ 24h trong ngµy.

- Ýt nhÊt 80% cuéc gäi tíi dÞch vô hç trî kh¸ch hµng, chiÕm m¹ch thµnh c«ng vµ nhËn ®­îc tÝn hiÖu tr¶ lêi cña DNCCDV trong vßng 15 gi©y.

Ph­¬ng ph¸p x¸c ®Þnh:

- §¸nh gi¸ b»ng ph­¬ng ph¸p gäi nh©n c«ng tíi dÞch vô hç trî kh¸ch hµng, sè cuéc gäi thö tèi thiÓu lµ 100 cuéc gäi.


Phô lôc

(Quy ®Þnh)

MÉu lÊy ý kiÕn kh¸ch hµng

1. MÉu göi qua th­, th­ ®iÖn tö hoÆc fax

§Ò nghÞ quý vÞ cho biÕt:

- Lo¹i m¸y ®iÖn tho¹i ®ang ®­îc sö dông:

- Thêi gian sö dông:

- Sè thuª bao:

Trong thêi gian tõ ................. ®Õn ................... quý vÞ cho biÕt ý kiÕn vÒ chÊt l­îng tho¹i (tiÕng nãi) cña dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng mµ quý vÞ ®· sö dông b»ng c¸ch ®¸nh dÊu :

 RÊt tèt

 Tèt

 Trung b×nh



 XÊu

 RÊt xÊu

NÕu lµ trung b×nh, xÊu hoÆc rÊt xÊu ®Ò nghÞ quý vÞ cho biÕt lý do:

 ¢m l­îng nhá

 Kh«ng nhËn ®­îc giäng ng­êi ®èi tho¹i (mÐo tiÕng)

 Nghe tiÕng m×nh väng l¹i khi ngõng nãi (tiÕng väng)

 Cã ©m thanh l¹ kh«ng ph¶i tõ phÝa ng­êi ®èi tho¹i (xuyªn ©m)

 Cã tiÕng ï rÝt, l¹o x¹o (nhiÔu)

 Kh«ng thùc hiÖn ®­îc cuéc gäi

 Th«ng b¸o cña tæng ®µi lµ kh«ng liªn l¹c ®­îc

 §ang nãi bÞ mÊt gi÷a chõng

2. MÉu pháng vÊn qua ®iÖn tho¹i

"Xin chµo «ng (bµ, anh, chÞ) t«i lµ ........................ t¹i ......................, chóng t«i kiÓm tra chÊt l­îng dÞch vô nªn muèn hái «ng (bµ, anh, chÞ) vÒ chÊt l­îng tho¹i cña dÞch vô ®iÖn tho¹i trªn m¹ng ®iÖn tho¹i c«ng céng mµ «ng (bµ, anh, chÞ) ®· sö dông. Theo «ng (bµ, anh, chÞ), trong thêi gian sö dông dÞch vô tõ ........ ®Õn ........, chÊt l­îng tho¹i (tiÕng nãi) ®¹t møc ®é nµo trong n¨m møc d­íi ®©y:

 RÊt tèt

 Tèt

 Trung b×nh



 XÊu

 RÊt xÊu

- NÕu ®¸nh dÊu  vµo « tèt hoÆc rÊt tèt th× nãi: "Xin c¶m ¬n «ng (bµ, anh, chÞ)..."

- NÕu ®¸nh dÊu  vµo « trung b×nh, xÊu hoÆc rÊt xÊu th× hái tiÕp: "§Ò nghÞ «ng (bµ, anh, chÞ) cho biÕt lý do" theo néi dung tr¶ lêi ®¸nh dÊu  vµo c¸c «:

 ¢m l­îng nhá

 Kh«ng nhËn ®­îc giäng ng­êi ®èi tho¹i (mÐo tiÕng)

 Nghe tiÕng m×nh väng l¹i khi ngõng nãi (tiÕng väng)

 Cã ©m thanh l¹ kh«ng ph¶i tõ phÝa ng­êi ®èi tho¹i (xuyªn ©m)

 Cã tiÕng ï rÝt, l¹o x¹o (nhiÔu)

 Kh«ng thùc hiÖn ®­îc cuéc gäi

 Th«ng b¸o cña tæng ®µi lµ kh«ng liªn l¹c ®­îc

 §ang nãi bÞ mÊt gi÷a chõng

Vµ nãi "Xin c¶m ¬n «ng (bµ, anh, chÞ)..."

TCN 68 - 176: 2003


Telephone Service

on the Public Switched Telephone Network

quality of service standard

FOREWORD


The technical standard TCN 68-176: 2003 “Telephone Service on the Public Switched Telephone Network - Quality of Service Standard” is based on amending and supplementing the technical standard TCN 68-176: 1998 “Telecommunication Service on the Public Switched Telephone Network – Quality of Service Standard” promulgated by the Decision No. 811/1998/QD-TCBD dated 29/12/1998 of the Department General of Posts and Telecommunications (now the Ministry of Posts and Telematics).

The technical standard TCN 68-176: 2003 is drafted by the Posts and Telematics Quality Control Directorate at proposal of the Department of Science & Technology and adopted by the Decision No. 161/2003/QD-BBCVT of the Minister of Posts and Telematics dated 30/9/2003.

The technical standard TCN 68-176: 2003 is issued in a bilingual document (Vietnamese version and English version). In cases of interpretation disputes, Vietnamese version is applied.


DEPARTMENT OF SCIENCE & TECHNOLOGY

The ministry of posts and telematics



No.: 161/2003/QD-BBCVT



The socialist republic of Vietnam

Independent - Freedom - Happiness




Hanoi, 30 September 2003

Decision of the minister of posts and telematics



Promulgating the technical standards


The minister of posts and telematics





  • Pursuant to the Ordinance on Goods Quality of January 04, 2000;

  • Pursuant to the Government's Decree No. 90/2002/ND-CP of November 11, 2002 on the functions, tasks, powers and organizational structure of the Ministry of Posts and Telematics;

  • Pursuant to the Decision No. 27/2001/QD-TCBD of January 09, 2001 of the Department General of Posts and Telecommunications (now the Ministry of Posts and Telematics) on establishing, promulgating and adopting standards;

  • At the proposal of the Director General of the Department of Science & Technology,


Decides
Article 1.- To promulgate together with this Decision 03 Technical standards as follows:

  1. Telephone Service on the Public Switched Telephone Network - Quality of Service Standard,

Code: TCN 68 - 176: 2003;

  1. Telephone Service on the Public Land Mobile Network - Quality of Service Standard,

Code: TCN 68 - 186: 2003;

  1. Internet Service - Quality of Service Standard,

Code: TCN 68 - 218: 2003;

Article 2.- The Technical standards mentioned in Article 1 supersede respectively the following standards:



  1. Telecommunication Service on the Public Switched Telephone Network - Quality of Service Standard,

Code: TCN 68 - 176: 1998;

  1. Telecommunication Service on the Public Land Mobile Network - Quality of Service Standard,

Code: TCN 68 - 186: 1999;

  1. QoS Standard of Internet Service (promulgated by the Decision No. 683/1997/QD-TCBD dated 14/11/1997 of the Department General of Posts and Telecommunications).

Article 3.- The Technical standards mentioned in Article 1 take effect 15 (fifteen) days after signing of this Decision.

Article 4.- The Director General of the Ministry’s Office, the Director General of the Department of Science & Technology, the heads of the agencies attached to the Ministry of Posts and Telematics and organizations and individuals engaged shall have to implement this Decision.

For the minister of posts and telematics


Standing deputy minister

(Signed and sealed)

Mai Liem Truc

Telephone Service
on the Public Switched Telephone Network

Quality of Service Standard



(Issued together with the Decision No. 161/2003/QD-BBCVT
of September 30, 2003 of the Minister of Posts and Telematics)

I. Scope


1.1 This technical standard defines quality of service indicators for telephone service on the Public Switched Telephone Network (PSTN) wire-line accessed by direct dialing.

1.2 This technical standard forms the basis for Government Authorities to control the quality of telephone service on the public switched telephone network provided by enterprises, which are defined in the item 2.2.1 of this standard, under regulations of the Government and the Ministry of Posts and Telematics (MPT), including:

- Registering of QoS;

- Reporting of QoS;

- Inspecting of QoS;

- Monitoring of QoS.

II. Abbreviations, definitions and concepts

2.1 Abbreviations


DNCCDV

:

Public Switched Telephone Service Provider

QoS

:

Quality of Service

D

:

Network availability

PSTN

:

Public Switched Telephone Network

2.2 Definitions

2.2.1 DNCCDV: an enterprise licensed by MPT to establish public switched telephone network and provide telephone service on the public switched telephone network.

2.2.2 Customer (service user): a Vietnamese or foreign individual/organization who uses telephone service on the public switched telephone network.

2.2.3 Expert: an independent person, who has experiences in acoustics or telephone QoS assessment, appointed by the government authority to assess telephone QoS on the public switched telephone network.

2.3 Concepts

2.3.1 QoS: the collective effect of service performance which determine the degree of satisfaction of a user about the service.

2.3.2 Successfully connected call: a call which, after dialing is completed, the calling user receives intelligible information about the state of the called user.

2.3.3 Network fault: a fault from one or some network elements of transmission part and/or switching part, resulting in the interruption of one or some subscriber’s connections.

2.3.4 Qualitative concepts for customer observation:

- Echo: the sound reflected back to the speaker;

- Fidelity sound: the sound that allows users at both sides of the conversation to recognize each other by their timbre.

- Cross-talk: the recognizable sound (can or can not be understood) rising during the conversation from other terminal equipments due to the public switched telephone network provided by DNCCDV.

- Noise: the whistle, hum or noise, not the sound from the surroundings, that is heard during the conversation.

2.3.5 Testing method:

Testing method is the method of QoS assessment with the minimum sample size applied by the Government Authority and the DNCCDV to reporting, inspecting and monitoring of QoS.

Each of QoS indicators is evaluated by one or more different testing methods. In case a QoS indicator is evaluated by many different testing methods defined in this standard, this indicator will be assessed to conform to the standard only when the evaluating results from testing methods all conform to the standard.

III. QoS indicators

A. Technical indicators

3.1 Network availability

Concept: Network availability (D) is the proportion of time that the network is available for serving customers

Where:


Tr: A period of time used to determine network availability.

Tf: Total false time blamed on the DNCCDV and calculated by the


following formula:

Where:


N: Total number of faults during Tr.

Ri: Total number of voice channels serving on the public switched


telephone network in ith fault.

ri: Total number of voice channels disconnected by ith fault.

ti: Duration of ith fault.

Criteria: D  99%

Testing method:

- Collecting all faults during the period of time used to determine network availability. This period of time is at least 3 months.



3.2 Number of subscriber-line faults

Concept: Subscriber-line faults are faults from subscriber-lines, causing the telephone service on the public switched telephone network unable to carry out or able to carry out but unsatisfactory. These faults do not include those from customers’ terminal equipments and/or from irresistible causes (natural calamity, flood) but from the public switched telephone network provided by the DNCCDV.

Criteria: Number of subscriber-line faults is:

- For cities:  15 faults/100 subscribers/year

- For towns:  20 faults/100 subscribers/year

- For villages:  30 faults/100 subscribers/year



Testing method: Collecting all subscriber-line faults affecting to voice service quality on the public switched telephone network.

3.3 Successfully connected call ratio

Concept: Successfully connected call ratio is described by the ratio of number of successfully connected calls to the total number of calls.

Criteria: Successfully connected call ratio is:

- For local calls:  95%

- For inter-provincial calls:  94%

- For international calls:  90%



Testing method:

- Call simulating: The number of essential simulated calls is at least 1000 calls;

- Monitoring by available features of the network: the number of sampled calls is at least the total number of calls in a week;

- Monitoring by outside equipments: The number of essential monitored calls is at least 1000 calls in normal hours;



3.4 Voice quality

Concept: Voice quality is a integrating indicator of quality of voice transmission via telephone channels in the public switched telephone network and is evaluated by marking from 1 to 5 respectively as follows:

Mark

5

4

3

2

1

Voice quality

Excellent

Good

Fair

Poor

Very Poor

The evaluation of voice quality can be carried out using the objective method in accordance with recommendations ITU-T P.681 and P.682 of International Telecommunication Union (ITU) or using the subjective method: collecting customers’ opinion about voice quality; collecting experts’ opinion about voice quality.

Criteria: At least 95% of evaluated calls (or evaluating opinions) get the mark of 3 or higher.

Testing method:

- Objective method: the number of sampled calls is at least 1000 calls.

- Collecting customers’ opinion: the number of customers to be asked for opinion is at least 1% of total number of customers. The form of customer’s opinion via mail, e-mail, fax or telephone is specified in the appendix.

- Collecting experts’ opinion: the number of experts to be asked for opinion is at least 30. Each expert will give out his opinion only after making at least 30 successful calls.



3.5 Charging accuracy

3.5.1 Call charging error rate

Concept: Call charging error rate is the ratio of number of incorrect charging calls to the total number of calls.

Incorrect charging calls includes:

- Calls unrealistic but still charged;

- Calls realistic but uncharged;

- Calls with wrong calling number or called number;

- Calls with charged duration is different from the reality;

- Calls with charged start time is 9 seconds different from the time of the national reference clock;

Criteria: Call charging error rate is  0.1%.

3.5.2 Time charging error rate

Concept: Time charging error rate is the ratio of the total absolute value of incorrect charging time to the total time of calls.

Criteria: Time charging error rate is  0.1%.

Testing method: (for both indicator 3.5.1 and 3.5.2)

- Call simulating: the number of essential simulated calls is at least 1000 calls with different duration from 1 to 6 minutes and with different directions, including internal calls, local calls, inner provincial calls, inter-provincial calls;

- Monitoring by outside equipments: the number of essential sampled calls is at least 1000 calls;

3.6 Billing accuracy

Concept: Billing performance must ensure the accuracy, sufficiency, opportuneness and must have clear bills in accordance with the Regulation of telecommunication service on the public switched telephone network.

DNCCDV must maintain charging and billing data for at least 180 days and provide customers with the bill attached by a detail call record includes date; start time; end time; called number (For international calls: country code, area code, subscriber number; For national calls: area code, subscriber number); charge for each call if requested by the customer.



Criteria: Total number of incorrect billed calls is  0.01% of the total number of calls.

Testing method: Statistical method

- Comparing at least 10.000 billed calls with the charging data.

B. Service support indicators

3.7 Time for repairing subscriber-line fault

Concept: Time for repairing subscriber-line fault is the time taken from the time when DNCCDV receives information about the fault to the time when the fault is repaired. The faults do not include those from customers’ terminal equipments or irresistible causes (natural calamity, fire).

Criteria:  90% subscriber-line faults are repaired within the following time intervals:

- For cities :  12 hours

- For towns :  24 hours

- For villages:  48 hours



Testing method:

- Collecting all data of subscriber-line fault repair in at least 3 months.



3.8 Time for establishing service

Concept: Time for establishing service is the time taken from the customer completion of service request procedure to the time when the service is provided.

In case the service is unable to be established due to economical, technical conditions of the network and telecommunication equipments, DNCCDV must reply to the customer with service providing refusal letter within 3 days after receiving service request from the customer.



Criteria: At least 90% service requests having been completed for procedure are established within following time intervals:

- For cities :  7 days

- For towns :  10 days

- For villages:  15 days



Testing method:

- Collecting all data of service requests and subscriber development in at least 3 months.



3.9 Customer’s complaint about QoS

Concept: Customer’s complaint about QoS is the unsatisfied feeling of customer about QoS to be informed DNCCDV in complaint letter. Customers’ complaint data must be maintained for at least 1 year.

Criteria: Number of customers’ complaints about QoS is not more than 1 complaint per 100 customers per year.

Testing method:

- Collecting all data of customers’ complaint about QoS.



3.10 Receiving and processing customer’s complaint

Concept: When receiving customer’s complaint, DNCCDV considers and replies to the customer about the complaint receipt.

Criteria:

- Time for customer’s complaint receipt: in office hours.

- DNCCDV considers and replies to 100% of complaints with official letter within 48 hours after receiving the complaints.

Testing method:

- Collecting all data of replies to customer’s complaint about QoS in at least 3 months.



3.11 Customer support

Concept: DNCCDV must provide customers free of charge with support services includes directory inquiries and subscriber-line fault notification.

Criteria:

- Customer support service is provided 24 hours a day.

- At least 80% of calls for support service are successfully connected and get reply from DNCCDV within 15 seconds.

Testing method:

- Making calls for support service manually. The number of test calls is at least 100 calls.



Appendix

(Normative)

Form of customer’s opinion

1. Form for sending via mail, e-mail or fax

Could you please answer the following questions:

- What kind of telephone set are you using?

- How long have you been using public switched telephone service?

- What is your telephone number?

Could you please give us your opinion about voice quality of telephone service on the public switched telephone network using from……. to……. by ticking off one suitable item:

 Excellent

 Good

 Fair


 Poor

 Very poor

If voice quality is Fair, Poor or Very poor, could you please tell us the reason:

Low volume

 Unable to recognize your talking partner (distortion)

 Hear your voice reflected back when you stop talking (echo)

 Hear strange sound not from your talking partner (cross-talk)

 Hear noise, hum, whistle (noise)

 Unable to establish connection

 Be announced from the exchange that you are unable to establish


connection

 Interrupted call


2. Form for interviewing via telephone

“Good (morning/afternoon/evening), I am (name)...................... working at (office)…….., we are holding a public opinion poll about quality of telephone service on the public switched telephone network, so we would like to know your opinion about quality of telephone service you are using. Could you please tell me what kind of telephone set you are using and how long you have been using telephone service. In your opinion, in the time from……... to…..…., which of five following categories do you think voice quality has achieved:

 Excellent

 Good

 Fair


 Poor

 Very poor

- If the answer is “Excellent” or “Good”, say: “Thank you very much”

- If the answer is “Fair”, “Poor” or “Very poor”, ask more: “Could you please tell me the reasons?” Depending on the reply of the customer, tick off the corresponding item.

 Low volume

 Unable to recognize your talking partner (distortion)

 Hear your voice reflected back when you stop talking (echo)

 Hear strange sound not from your talking partner (cross-talk)

 Hear noise, hum, whistle (noise)

 Unable to establish connection

 Be announced from the exchange that you are unable to establish
connection

 Interrupted call

And say: “Thank you very much”.

DÞCH Vô ®iÖn tho¹i


trªn m¹ng ®iÖn tho¹i c«ng céng

tiªu chuÈn chÊt l­îng



Telephone Service

on the Public Switched Telephone Network


quality of service standard



ChÞu tr¸ch nhiÖm xuÊt b¶n

Production Editor


L­u ®øc v¨n

ChÞu tr¸ch nhiÖm b¶n th¶o

Copy Editor

Lª xu©n C«ng

Biªn tËp/Editorial Assistants: §µo thÞ minh

®ç xu©n b×nh

ChÕ b¶n/Printout design: bïi ngäc khoa

Söa b¶n in/Printout correct: trÇn vò th­ëng

Tr×nh bµy b×a/Cover design: bïi ngäc khoa



Nhµ xuÊt b¶n B­u ®iÖn

Posts and Telematics Publishing House


Trô së/Headoffice: 18 - NguyÔn Du, Hµ Néi

§iÖn tho¹i/Tel: 04-9431283, 9432438 Fax: 04-9431285

E-mail: bientap@hn.vnn.vn

Chi nh¸nh/Branch: 27 NguyÔn BØnh Khiªm, QuËn 1, TP. Hå ChÝ Minh

§iÖn tho¹i/Tel: 08-9100925 Fax: 08-9100924



E-mail: chinhanh-nxbbd@hcm.vnn.vn




Каталог: Lists -> QuanLyVanBan -> Attachments
Attachments -> CỘng hoà XÃ HỘi chủ nghĩa việt nam độc lập Tự do -hạnh phúc
Attachments -> THỦ TƯỚng chính phủ Số: 118
Attachments -> Tcn 68-187: 1999 MỤc lục lời nóI ĐẦU
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