CNG HO X HI CH NGHA VIT NAM

QCVN 35:2011/BTTTT

QUY CHUN K THUT QUC GIA

V CHT LNG DCH V IN THOI
TRN MNG VIN THNG C NH MT T
National technical regulation
on quality of telephone service on the Fixed Public
Telecommunications Network

QCVN 35:2011/BTTTT
H NI - 2011

QCVN 35:2011/BTTTT
Mc lc
1.QUY NH CHUNG....................................................................................................6

1.1.Phm vi iu chnh......................................................................................6
1.2.i tng p dng.......................................................................................6
1.3.Gii thch t ng..........................................................................................6
2.QUY NH V CH TIU CHT LNG DCH V..................................................7
2.1. Ch tiu cht lng k thut...............................................................................7

2.1.1. T l cuc gi c thit lp thnh cng ...............................................7

2.1.2. Cht lng thoi......................................................................................7
2.1.3. chnh xc ghi cc.............................................................................8
2.1.3.1. T l cuc gi b ghi cc sai..........................................................8
2.1.3.2. T l thi gian m thoi b ghi cc sai.........................................9
2.1.4. T l cuc gi b tnh cc, lp ho n sai ...........................................9
2.1.4.1. T l cuc gi b tnh cc sai.........................................................9
2.1.4.2. T l cuc gi b lp ho n sai......................................................9
2.2. Ch tiu cht lng phc v.............................................................................10

2.2.1. kh dng ca dch v.......................................................................10

2.2.2. S c ng dy thu bao.....................................................................10
2.2.3. Thi gian ch sa cha s c ng dy thu bao...............................11
2.2.4. Thi gian thit lp dch v.....................................................................11
2.2.5. Khiu ni ca khch hng v cht lng dch v..................................11
2.2.6. Hi m khiu ni ca khch hng.........................................................12
2.2.7. Dch v h tr khch hng....................................................................12
Ph lc A....................................................................................................................14

QCVN 35:2011/BTTTT

Li ni u
QCVN 35 :2011/BTTTT c xy dng trn c s sot xt,
chuyn i Tiu chun ngnh TCN 68-176 : 2006 "Dch v in
thoi trn mng vin thng c nh mt t - Tiu chun cht
lng" ban hnh theo Quyt nh s 29/2006/Q-BBCVT ngy 5
thng 9 nm 2006 ca B trng B Bu chnh, Vin thng (nay
l B Thng tin v Truyn thng).
Cc quy nh k thut v phng php xc nh ca QCVN 35:
2011/BTTTT ph hp vi cc Khuyn ngh ca Lin minh Vin
thng Th gii (ITU).
QCVN 35:2011/BTTTT do Cc Qun l cht lng Cng ngh
thng tin v Truyn thng bin son, V Khoa hc v Cng ngh
trnh duyt v c ban hnh km theo Thng t s 11 /2011/QBTTTT ngy 26 thng 5 nm 2011 ca B trng B Thng tin v
Truyn thng.

QCVN 35:2011/BTTTT

QUY CHUN K THUT QUC GIA

5

QCVN 35:2011/BTTTT
V CHT LNG DCH V IN THOI
TRN MNG VIN THNG C NH MT T
National technical regulation
on Quality of telephone service on the
Fixed Public Telecommunications 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 c nh mt t theo phng thc quay s trc tip.
1.2. i tng p dng
Quy chun ny p dng i vi C quan qun l nh nc v cc doanh nghip
cung cp dch v thc hin qun l cht lng dch v in thoi trn mng vin
thng c nh mt t 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 c nh mt t ca cc doanh nghip.
1.3. Gii thch t ng
1.3.1. Doanh nghip cung cp dch v (vit tt l DNCCDV) l doanh nghip vin
thng thit lp mng v cung cp dch v in thoi trn mng vin thng c nh
mt t theo cc quy nh ca Nh nc v ca B Thng tin v Truyn thng.
1.3.2. 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 c nh mt t.
1.3.3. 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 .
1.3.4. 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.
1.3.5. S c l h hng ca mt hoc mt s phn t ca mng vin thng c nh
mt t (ngoi tr cc h hng ng dy thu bao) dn n vic gin on ng
lin lc ca mt hoc mt s thu bao.
1.3.6. ng dy thu bao l ng truyn dn hu tuyn hoc v tuyn kt ni
tng i ni ht ca DNCCDV (tnh t im u ni ti gi phi dy ca tng i ni
ht) vi thit b u cui thu bao mt ng ca ngi s dng (tnh n im kt
cui ca mng vin thng c nh mt t).
1.3.7. di m thoi thc ca cuc gi l khong thi gian m thoi gia ch
gi v b gi, trong : thi im bt u m thoi c tnh t lc b gi nhc my;
thi im kt thc cuc gi c tnh t lc mt trong hai bn ch gi hoc b gi t
my hoc do mng t kt thc cuc gi.
1.3.8. Ting vng l ting ca chnh mnh m ngi m thoi nghe c trong
qu trnh m thoi.
1.3.9. Xuyn m l nhng m thanh cm nhn c (c th hiu c hoc khng
hiu c) trong khi m thoi xut pht t thit b u cui khc do mng ca
DNCCDV gy ra.
6

QCVN 35:2011/BTTTT
1.3.10. Nhiu l nhng ting tp m nh ting si, , lo xo, r rt... nghe thy
trong qu trnh m thoi do mng ca DNCCDV gy ra, khng phi l ting n
ngoi cnh.
1.3.11. 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 V CH TIU CHT LNG DCH V
2.1. Ch tiu cht lng k thut
2.1.1. T l cuc gi c thit lp thnh cng
2.1.1.1. nh ngha
T l cuc gi c thit lp thnh cng l t s gia s cuc gi c thit lp
thnh cng trn tng s cuc gi.
2.1.1.2. Ch tiu
T l cuc gi c thit lp thnh cng c quy nh i vi:
- Lin lc ni tnh, thnh ph: 95 %
- Lin lc lin tnh: 94 %
2.1.1.3. Phng php xc nh
- Cc phng php s dng thit b o: Tng s cuc gi ly mu cn thit ti thiu
l 1 500 cuc gi i vi tng ch tiu nu trn. Vic xc nh c th p dng mt
trong hai hoc kt hp c hai phng php sau:
+ Phng php m phng: Cc cuc gi m phng phi thc hin vo cc gi khc
nhau trong ngy; s cuc gi m phng ng thi khng c vt qu 32 cuc gi
i vi Tng i in thoi ni ht trung tm (Host) v khng qu 16 cuc gi i vi
cc tng i khc; khong cch gia hai cuc gi lin tip xut pht t cng mt
thu bao ch gi khng nh hn 10 giy.
+ Phng php gim st bo hiu: Cc cuc gi ly mu phi vo cc gi khc
nhau trong ngy (bao gm c gi cao im v thp im); im u ni my o gim
st bo hiu ti cc tng i Host hoc Tng i in thoi chuyn tip ni ht (Local
Tandem); vic gim st c thc hin trn cc lung bo hiu hot ng bnh
thng hng ngy v bo m khng lm nh hng n hot ng bnh thng
ca mng.
- Phng php gim st 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.
2.1.2. Cht lng thoi
2.1.2.1. nh ngha

QCVN 35:2011/BTTTT
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.
2.1.2.2. Ch tiu
Cht lng thoi trung bnh phi 3,5 im.
2.1.2.3. Phng php xc nh
- Phng php s dng thit b o: Phng php o thc hin theo Khuyn ngh
ITU-T P.862 v quy i ra im MOS theo Khuyn ngh ITU-T P.862.1. S lng
cuc gi ly mu ti thiu l 1 000 cuc vo cc gi khc nhau trong ngy; s cuc
gi m phng ng thi khng c vt qu 32 cuc gi i vi Tng i in
thoi ni ht trung tm (Host) v khng qu 16 cuc gi i vi cc tng i khc;
khong cch gia hai cuc gi lin tip xut pht t cng mt thu bao ch gi
khng nh hn 10 giy.
- Phng php ly kin khch hng: S khch hng ly kin ti thiu l 1 000
khch hng i vi mng c s thu bao t 10 000 tr ln hoc ly 10 % s khch
hng i vi mng c s thu bao nh hn 10 000. Mu ly kin khch hng qua
th, th in t, fax hoc in thoi c quy nh ti Ph lc A.
2.1.3. chnh xc ghi cc
2.1.3.1. T l cuc gi b ghi cc sai
2.1.3.1.1. nh ngha
T l cuc gi b ghi cc sai l t s gia cc 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;
- Cuc gi m gi tr tuyt i ca hiu s gia di cuc gi ghi cc v di
m thoi thc ln hn 1 giy;
- Cuc gi c ghi cc c thi gian bt u sai qu 9 giy v gi tr tuyt i so
vi thi im thc ly theo ng h chun quc gia.
2.1.3.1.2. Ch tiu
T l cuc gi b ghi cc sai 0,1%.
2.1.3.1.3. 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:
- Phng php m phng: Cc cuc gi m phng phi thc hin vo cc gi khc
nhau trong ngy; s cuc gi m phng ng thi khng c vt qu 32 cuc gi
i vi Tng i in thoi ni ht trung tm (Host) v khng qu 16 cuc gi i vi
cc tng i khc; khong cch gia hai cuc gi lin tip xut pht t cng mt
thu bao ch gi khng nh hn 10 giy; s cuc gi m phng c di t 1 giy
n 60 giy ti thiu l 60 % ca tng s cuc gi m phng.
- Phng php gim st bo hiu: Cc cuc gi ly mu phi vo cc gi khc nhau
trong ngy; im u ni my o gim st bo hiu ti cc tng i Host hoc Tng
8

QCVN 35:2011/BTTTT
i in thoi chuyn tip ni ht (Local Tandem); vic gim st c thc hin trn
cc lung bo hiu hot ng bnh thng hng ngy v bo m khng lm nh
hng n hot ng bnh thng ca mng.
2.1.3.2. T l thi gian m thoi b ghi cc sai
2.1.3.2.1. nh ngha
T l thi gian m thoi b ghi cc sai l t s gia tng gi tr tuyt i thi gian
ghi sai ca cc cuc gi b ghi cc sai trn tng s thi gian ca cc cuc gi.
2.1.3.2.2. Ch tiu
T l thi gian m thoi b ghi cc sai 0,1 %.
2.1.3.2.3. Phng php xc nh
Phng php xc nh tng t nh i vi ch tiu T l cuc gi b ghi cc sai
(xem 2.1.3.1.3).
2.1.4. T l cuc gi b tnh cc, lp ho n sai
2.1.4.1. T l cuc gi b tnh cc sai
2.1.4.1.1. nh ngha
T l cuc gi b tnh cc sai l t s 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.
2.1.4.1.2. Ch tiu
T l cuc gi b tnh cc sai 0,01 %.
2.1.4.1.3. Phng php xc nh
So snh ti thiu 10 000 cuc gi c tnh cc vi s liu ghi cc.
2.1.4.2. T l cuc gi b lp ho n sai
2.1.4.2.1. nh ngha
T l cuc gi b lp ho n sai l t s 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 so vi s liu tnh cc;
- Cuc gi m tin cc trn ho n b ghi sai so vi s liu tnh cc.
9

QCVN 35:2011/BTTTT
2.1.4.2.2. Ch tiu
T l cuc gi b lp ho n sai 0,01 %.
2.1.4.2.3. 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 vin thng c nh mt
t sn sng cung cp dch v cho khch hng v c tnh theo cng thc sau:
D = (1

Tf
Tr

) 100%

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

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

ri
ti
i =1 Ri
N : Tng s ln xy ra s c trong thi gian xc nh kh dng;
Tf =

Ri : Tng s thu bao ti thi im xy ra s c th i;

ri : S thu bao b mt lin lc trong s c th i;
ti : Thi gian s c th i.
2.2.1.2. Ch tiu
D 99,5 %
2.2.1.3. Phng php xc nh
Thng k ton b 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. S c ng dy thu bao
2.2.2.1. nh ngha
S c ng dy thu bao l nhng hng hc ng dy thu bao lm cho dch v
in thoi trn mng vin thng c nh mt t khng thc hin c. Khng k
n s c do thit b u cui ca khch hng v/hoc cc nguyn nhn bt kh
khng gy ra (bao gm: bo, l lt, ng t, ph hoi, ch ho, ho hon v trng
hp ngoi tm kim sot ca DNCCDV) m ch do mng li vin thng ca
DNCCDV gy ra.
S ln s c ng dy thu bao (F) l tng s s c tnh trn 100 thu bao trong
khong thi gian 12 thng v c tnh theo cng thc sau:
12

fi
100
i =1 Ri
trong : fi : S s c ng dy thu bao trong thng th i;
F =

Ri : Tng s thu bao trong thng th i;

10

QCVN 35:2011/BTTTT
2.2.2.2. Ch tiu
F 20,8.
2.2.2.3. Phng php xc nh
Thng k y s s c ng dy thu bao v tng s thu bao theo tng thng,
trong khong thi gian 12 thng lin tip.
2.2.3. Thi gian ch sa cha s c ng dy thu bao
2.2.3.1. nh ngha
Thi gian ch sa cha s c ng dy thu bao c tnh t lc DNCCDV nhn
c thng bo h hng ca khch hng n lc sa cha xong. Khng k n s
c do thit b u cui ca khch hng v/hoc cc nguyn nhn bt kh khng gy
ra (bao gm: bo, l lt, ng t, ph hoi, ch ho, ho hon v trng hp ngoi
tm kim sot ca DNCCDV) m ch do mng li vin thng ca DNCCDV gy ra.
2.2.3.2. Ch tiu
- Ni thnh, th x: 90 % s c ng thu bao c sa cha xong trong
khong thi gian 24 gi.
- Lng, x, th trn: 90 % s c ng thu bao c sa cha xong trong
khong thi gian 48 gi.
2.2.3.3. Phng php xc nh
Thng k y s liu sa cha s c ng thu bao trong khong thi gian ti
thiu l 3 thng lin tip.
2.2.4. Thi gian thit lp dch v
2.2.4.1. nh ngha
Thi gian thit lp dch v l khong thi gian c tnh t lc DNCCDV tip nhn
n yu cu thit lp dch v in thoi c nh ca khch hng cho ti khi khch
hng c th s dng c dch v.
2.2.4.2. Ch tiu
- Ni thnh, th x: 90 % trng hp cung cp dch v c thi gian thit lp dch v
7 ngy.
- Lng, x, th trn: 90 % trng hp cung cp dch v c thi gian thit lp dch v
15 ngy.
2.2.4.3. Phng php xc nh
Thng k ton b trng hp cung cp dch v in thoi c nh v vic pht trin
thu bao trong khong thi gian ti thiu l 3 thng lin tip.
2.2.5. Khiu ni ca khch hng v cht lng dch v
2.2.5.1. 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.
2.2.5.2. Ch tiu
T l khiu ni ca khch hng v cht lng dch v 0,25 khiu ni/100 khch
hng/3 thng.
11

QCVN 35:2011/BTTTT
2.2.5.3. 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.
2.2.6. Hi m khiu ni ca khch hng
2.2.6.1. 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.
2.2.6.2. Ch tiu
DNCCDV phi c vn bn hi m cho 100 % khch hng khiu ni trong thi hn 2
ngy lm vic k t thi im tip nhn khiu ni.
2.2.6.3. Phng php xc nh
Thng k ton b vn bn hi m cho khch hng khiu ni v cht lng dch v
trong khong thi gian ti thiu l 3 thng lin tip.
2.2.7. Dch v h tr khch hng
2.2.7.1. nh ngha
Dch v h tr khch hng l dch v gii p thc mc, h tr, hng dn s dng,
cung cp thng tin lin quan cho khch hng v dch v in thoi trn mng vin
thng c nh mt t.
2.2.7.2. Ch tiu
- Thi gian cung cp dch v h tr khch hng bng nhn cng qua in thoi l
24h trong ngy.
- T l cuc gi ti dch v h tr khch hng chim mch thnh cng v nhn c
tn hiu tr li ca in thoi vin trong vng 60 giy 80 %.
2.2.7.3. Phng php xc nh
- M phng hoc gi nhn cng: thc hin m phng hoc gi nhn cng ti dch v
h tr khch hng, s cuc gi th ti thiu l 250 cuc gi vo cc gi khc nhau
trong ngy.
- Gim st bng thit b hoc 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
Cc ch tiu cht lng dch v in thoi trn mng vin thng c nh mt t qun
l theo quy nh v qun l cht lng dch v bu chnh, vin thng (Quyt nh s
27/2008/Q-BTTTT ngy 22 thng 4 nm 2008 ca B trng B Thng tin v
Truyn thng).
4. TRCH NHIM CA T CHC, C NHN
4.1. Cc Doanh nghip cung cp dch v phi m bo cht lng dch v in thoi
trn mng vin thng c nh mt t ph hp vi Quy chun ny, thc hin cng b
hp quy theo Quy nh v chng nhn hp chun, chng nhn hp quy v cng b
hp chun, cng b hp quy (ban hnh km theo Quyt nh s 24/2007/Q12

QCVN 35:2011/BTTTT
BKHCN ngy 28 thng 9 nm 2007 ca B trng B Khoa hc v Cng ngh) 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 v cc i l dch v
vin thng c quy nh ti quy nh v qun l cht lng dch v bu chnh, vin
thng (Quyt nh s 27/2008/Q-BTTTT ngy 22 thng 4 nm 2008 ca B trng
B Thng tin v Truyn thng).
5. T CHC THC HIN
5.1. Cc Qun l cht lng Cng ngh thng tin v Truyn thng v cc S Thng
tin v Truyn thng c trch nhim t chc trin khai qun l cht lng dch v in
thoi trn mng vin thng c nh mt t theo Quy chun ny.
5.2. Quy chun ny c p dng thay th cho Tiu chun ngnh TCN 68-176:2006
Dch v in thoi trn mng vin thng c nh mt t - Tiu chun cht lng.
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.

13

QCVN 35:2011/BTTTT
Ph lc A
(Quy nh)
Mu ly kin khch hng
A.1. Mu gi qua th, th in t hoc fax
ngh qu v cho bit:
- S thu bao:

Thi gian s dng dch v:

- Loi my in thoi ang s dng:

Trong thi gian t ................. n ................... qu v cho bit kin v cht lng
thoi (ting ni) ca dch v in thoi c nh m qu v s dng bng cch nh
du :

Rt tt (5 im)

Tt (4 im)

Trung bnh (3 im)

Xu (2 im)

Rt xu (1 im)

Nu l trung bnh, xu hoc rt xu ngh qu v cho bit l do:

m lng nh

Khng nhn c ging ngi i thoi (mo ting)

Nghe ting mnh vng li khi ngng ni (ting vng)

C m thanh l khng phi t pha ngi i thoi (xuyn m)

C ting rt, lo xo (nhiu)

Khng thc hin c cuc gi

Thng bo ca tng i l khng lin lc c

ang ni b mt gia chng

A.2. Mu phng vn qua in thoi:

"Xin cho ng (b, anh, ch) ti l ........................ ti ......................, chng ti kim
tra cht lng dch v nn mun hi ng (b, anh, ch) v cht lng thoi c nh
m ng (b, anh, ch) s dng. Theo ng (b, anh, ch), trong thi gian s dng
dch v t ........ n ........, cht lng thoi (ting ni) t mc no trong nm
mc di y:

Rt tt (5 im)

Tt (4 im)

Trung bnh (3 im)

Xu (2 im)

Rt xu (1 im)
14

QCVN 35:2011/BTTTT
- Nu nh du vo tt hoc rt tt th ni: "Xin cm n ng (b, anh,
ch) ..."
- Nu nh du vo trung bnh, xu hoc rt xu th hi tip: " ngh ng
(b, anh, ch) cho bit l do" theo ni dung tr li nh du vo cc :

m lng nh

Khng nhn c ging ngi i thoi (mo ting)

Nghe ting mnh vng li khi ngng ni (ting vng)

C m thanh l khng phi t pha ngi i thoi (xuyn m)

C ting rt, lo xo (nhiu)

Khng thc hin c cuc gi

Thng bo ca tng i l khng lin lc c

ang ni b mt gia chng

v ni "Xin cm n ng (b, anh, ch)..."./.

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