Enhanced data capture, analysis, and reporting for unified communications

• US 10,674,007 B2
• Filed: 11/18/2016
• Issued: 06/02/2020
• Est. Priority Date: 02/12/2013
• Status: Active Grant

• Current Assignee: Unify Square, Inc. (Unisys Corporation)
• Original Assignee: Unify Square, Inc. (Unisys Corporation)
• Inventors: Aggarwal, Sudhanshu, Raghavan, Arun, Osborne, Robert
• Primary Examiner(s): Tieu, Binh Kien
• Application Number:
  US15/356,361
• Publication Number:
  US 20170149628A1
• Time in Patent Office: 1,292 Days
• Field of Search: 379111, 37911201, 37911204, 37911205, 37911206, 37911209, 3791121, 370252, 370255, 370468, 709223, 709226, 709245
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: H04L 41/5032 Generating service level reports
• CPC Class Codes: H04L 41/5096 wherein the managed service relates to distributed or central networked applications
• CPC Class Codes: H04L 43/06 Generation of reports
• CPC Class Codes: H04L 43/0805 by checking availability
• CPC Class Codes: H04L 43/50 Testing arrangements
• CPC Class Codes: H04L 43/55 Testing of service level quality, e.g. simulating service usage
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04L 65/1063 Application servers providing network services systems providing special services to telephonic subscribers H04M3/42
• CPC Class Codes: H04L 67/1001 for accessing one among a plurality of replicated servers
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 15/58 based on statistics of usage or network monitoring
• CPC Class Codes: H04M 3/2227 Quality of service monitoring
• CPC Class Codes: H04M 3/2236 Quality of speech transmission monitoring
• CPC Class Codes: H04W 68/005 Transmission of information for alerting of incoming communication

Abstract

The present disclosure includes descriptions of various aspects of unified communication (UC) systems, including UC management and analysis systems and related tools and techniques. Described systems, tools, and techniques are adapted for enhanced UC data capture, analysis, and reporting; enhanced UC monitoring services; and a user survey service that can be used for conducting user surveys related to UC services. Embodiments disclosed herein include computer systems and methods that can be used for analyzing service level objectives for call quality, classifying calls into distinct categories, and real-time user notification of call quality and reliability issues.

Claims

1. A computer system comprising one or more computing devices and non-transitory computer-readable storage media having stored thereon computer-executable instructions configured to cause the computer system to:

obtain a first real-time communication (RTC) service availability value for a communication system, wherein the RTC service is selected from the group consisting of public switched telephone network (PSTN) calls, voice calls, video calls, conference calls, federated user communications, instant messaging, desktop sharing, and application sharing;

obtain an average RTC service availability value for the communication system;

perform a comparison of the first RTC service availability value with the average RTC service availability value; and

display a result of the comparison to indicate whether a change in the first RTC service availability value coincides with a change in the average RTC service availability value.

2. The computer system of claim 1, wherein the first RTC service availability value and the average RTC service availability value are measured over time, and wherein the result of the comparison indicates whether the change in the first RTC service availability value coincides with the change in the average RTC service availability value during a time period.

3. The computer system of claim 1, wherein the change in the first RTC service availability value corresponds to a reduction in availability, and wherein the computer-executable instructions are further configured to cause the computer system to search for a corresponding reduction in availability for the average RTC service availability value.

4. The computer system of claim 1, wherein the computer-executable instructions are further configured to cause the computer system to determine whether a cause of the change in the first RTC service availability value is related to a corresponding change in the average RTC service availability value.

5. The computer system of claim 1, wherein the displayed result of the comparison comprises a graphical comparison of the first RTC service availability value with the average RTC service availability value.

6. The computer system of claim 5, wherein the graphical comparison comprises a graph having an availability axis and a time axis.

7. The computer system of claim 1, wherein the first RTC service availability value and the average RTC service availability value are represented as percentages.

8. The computer system of claim 1, wherein the computer-executable instructions are further configured to cause the computer system to execute a plurality of synthetic transactions that mimic RTC end user behavior, and wherein the first RTC service availability value is based on the plurality of synthetic transactions.

9. A method performed by a computer system, the method comprising:

obtaining a first real-time communication (RTC) service availability value for a communication system, wherein the RTC service is selected from the group consisting of public switched telephone network (PSTN) calls, voice calls, video calls, conference calls, federated user communications, instant messaging, desktop sharing, and application sharing;

obtaining an average RTC service availability value for the communication service of the communication system;

performing a comparison of the first RTC service availability value with the average RTC service availability value; and

displaying a result of the comparison to indicate whether a change in the first RTC service availability value coincides with a change in the average RTC service availability value.

10. The method of claim 9, wherein the first RTC service availability value and the average RTC service availability value are measured over time, and wherein the result of the comparison indicates whether the change in the first RTC service availability value coincides with the change in the average RTC service availability value during a time period.

11. The method of claim 9, wherein the change in the first RTC service availability value corresponds to a reduction in availability, the method further comprising searching for a corresponding reduction in availability for the average RTC service availability value.

12. The method of claim 9, further comprising determining whether a cause of the change in the first RTC service availability value is related to a corresponding change in the average RTC service availability value.

13. The method of claim 9, wherein the displayed result of the comparison comprises a graphical comparison of the first RTC service availability value with the average RTC service availability value.

14. The method of claim 13, wherein the graphical comparison comprises a graph having an availability axis and a time axis.

15. The method of claim 9, wherein the first RTC service availability value and the average RTC service availability value are represented as percentages.

16. The method of claim 9 wherein obtaining the first RTC service availability value comprises executing a plurality of synthetic transactions that mimic RTC end user behavior.

17. One or more non-transitory computer-readable media having stored thereon computer-executable instructions configured to cause a computer system to:

obtain a first real-time communication (RTC) service availability value for a communication service of a communication system, wherein the RTC service is selected from the group consisting of public switched telephone network (PSTN) calls, voice calls, video calls, conference calls, federated user communications, instant messaging, desktop sharing, and application sharing;

obtain an average RTC service availability value for the communication service of the communication system;

perform a comparison of the first RTC service availability value with the average RTC service availability value; and

display a result of the comparison to indicate whether a change in the first RTC service availability value coincides with a change in the average RTC service availability value.

18. The non-transitory computer-readable media of claim 17, wherein the first RTC service availability value and the average RTC service availability value are measured over time, and wherein the result of the comparison indicates whether the change in the first RTC service availability value coincides with the change in the average RTC service availability value during a time period.

19. The non-transitory computer-readable media of claim 17, wherein the change in the first RTC service availability value corresponds to a reduction in availability, and wherein the computer-executable instructions are further configured to cause the computer system to search for a corresponding reduction in availability for the average RTC service availability value.

20. The non-transitory computer-readable media of claim 17, wherein the computer-executable instructions are further configured to cause the computer system to determine whether a cause of the change in the first RTC service availability value is related to a corresponding change in the average RTC service availability value.

21. The non-transitory computer-readable media of claim 17, wherein the displayed result of the comparison comprises a graphical comparison of the first RTC service availability value with the average RTC service availability value.

22. The non-transitory computer-readable media of claim 21, wherein the graphical comparison comprises a graph having an availability axis and a time axis.

23. The non-transitory computer-readable media of claim 17, wherein the computer-executable instructions are further configured to cause the computer system to execute a plurality of synthetic transactions that mimic RTC end user behavior, and wherein the first RTC service availability value is based on the plurality of synthetic transactions.