Method and apparatus for determining troubleshooting information for completed calls in a telecommunications network

• US 6,781,959 B1
• Filed: 07/31/2000
• Issued: 08/24/2004
• Est. Priority Date: 07/31/2000
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Schleimer, Stephen, Ahlstrom, John, Weppner, Jochen, Garakani, Mehryar, Berthet, Gerard
• Primary Examiner(s): Vanderpuye, Kenneth
• Assistant Examiner(s): TON, ANTHONY T
• Application Number:
  US09/629,540
• Time in Patent Office: 1,485 Days
• Field of Search: 370/242, 370/249, 370/243, 370/244, 370/252, 370/260, 370/261, 370/257, 370/352, 370/353, 370/401, 370/402, 370/442, 370/458, 370/466, 370/490, 370/217, 370/218, 455/423, 455/427, 455/428, 709/224, 709/223, 709/201-220
• US Class Current: 370/242
• CPC Class Codes: H04L 41/069 using logs of notifications; Post-processing of notifications
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A method is disclosed for creating and storing troubleshooting information for diagnosing one or more problems experienced in one or more completed voice calls that are carried by a packet-switched data network. After completion of a voice-over IP call, for example, first information representing a Layer 3 path of a packet flow of a completed call that has passed through the data network is created and stored. Second information representing a Layer 2 path of a packet flow of a completed call that has passed through the data network is also created and stored. From a phone call detail record database, one or more selected phone call detail records are retrieved, which are associated with the completed call from a database of phone call detail records for a large plurality of completed calls. Thus, the likely path of a troubled call is determined, and phone call detail records associated with key points in the path are located. The first information, second information, and selected phone call detail records are provided to a user for use in evaluating one or more problems experienced in the completed call. Based on this information, the user can troubleshoot the call and identify responsive action. In one embodiment, IP path segments of the voice over IP flow are identified and media termination points are identified for each path segment. Layer 2 and Layer 3 path tracing is performed for each IP segment of the voice over IP flow.

Claims

1. A method of creating and storing troubleshooting information for diagnosing one or more problems experienced in one or more completed voice calls that are carried by a packet-switched data network, the method comprising the steps of:

creating and storing first information representing a Layer 3 path of a packet flow of a completed call that has passed through the data network;

creating and storing second information representing a Layer 2 path of a packet flow of the completed call that has passed through the data network;

retrieving one or more selected phone call detail records that are associated with the completed call from a database of phone call detail records for a large plurality of completed calls; and

providing the first information, second information, and selected phone call detail records to a user for use in evaluating one or more problems experienced in the completed call.

2. A method as recited in claim 1, further comprising the steps of:

identifying one or more voice over Internet Protocol (IP) segments in the data network;

identifying one or more media termination points that are associated with the packet flow in each voice over IP segment;

mapping each media termination point to a corresponding media termination point IP address in the network.

3. A method as recited in claim 2, wherein the step of creating and storing first information further comprises the steps of:

performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the packet flow in each voice over IP segment;

ordering the Layer 3 path segments in an order that reflects an actual Layer 3 path traversal of the packet flow through the network for the completed call;

concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the packet flow to create the Layer 3 path associated with the packet flow.

4. A method as recited in claim 2, wherein the step of creating and storing second information further comprises the steps of:

performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the packet flow in each voice over IP segment;

ordering the Layer 2 path segments in an order reflecting an actual Layer 2 path traversal of the packet flow in the network; and

concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the packet flow to create the Layer 2 path associated with the packet flow.

5. The method as recited in claim 4, wherein ordering the Layer 2 path segments in an order reflecting an actual Layer 2 path traversal of the packet flow in the network comprises using network topology information to determine a probable order of the path segments.

6. The method as recited in claim 2, wherein identifying media termination points associated with the packet flow in each voice over IP segment comprises:

creating and storing at each voice over IP segment a phone call detail record associated with the packet flow; and

retrieving at each voice over IP segment the phone call detail record associated with the voice over IP flow.

7. The method as recited in claim 3, wherein ordering the Layer 3 path segments in an order reflecting an actual Layer 3 path traversal of the packet flow in the network comprises using network topology information to determine a probable order of the path segments.

8. The method as recited in claim 6, wherein creating and storing at each voice over IP segment a phone call detail record associated with the packet flow comprises creating and storing a phone call detail record that includes a calling number value, a called number value, a call connection time value, a call termination time value, and one or more values identifying media termination point IP addresses.

9. The method as recited in claim 8, wherein the specified call time value represents a connect time associated with the packet flow.

10. The method as recited in claim 8, wherein the specified call time value represents a disconnect time associated with the packet flow.

11. The method as recited in claim 6, wherein retrieving the phone call detail record associated with the packet flow comprises submitting to a call agent at each voice over IP segment a query for the phone call detail record, wherein the query comprises specified query parameters that are associated with the packet flow and that are selected from among a specified called number value, a specified call time value, and a specified delta time period value reflecting an uncertainty period in the call time.

12. A method as recited in claim 11, wherein retrieving the phone call detail record further comprises the steps of:

determining whether the specified called number matches a corresponding called number in the phone call detail record and whether the specified call time matches within the uncertainty period a corresponding call time in the phone call detail record; and

selecting the phone call detail record when the specified called number matches the corresponding called number in the phone call detail record and the specified call time matches within the uncertainty period the corresponding call time in the phone call detail record.

13. A method as recited in claim 12, further comprising the step of providing a user interface to allow the user to select one phone call detail record when more than one phone detail records match the specified query parameters.

14. A method as recited in claim 12, wherein determining whether the specified called number matches a corresponding called number in the phone call detail record comprises determining that the specified called number matches the corresponding called number in the phone call detail record when the specified called number is an empty string.

15. The method as recited in claim 12, wherein determining whether the specified called number matches a corresponding called number comprises determining that the specified called number matches the corresponding called number in the phone detail record when the corresponding called number in the phone call detail record is an empty string.

16. The method as recited in claim 12, wherein determining whether the specified called number matches a corresponding called number comprises determining that the specified called number matches the corresponding called number in the phone call detail record if N right most digits of the corresponding called number in the phone call detail record match the entire specified called number when neither the specified called number nor the corresponding called number is an empty string and when the specified called number has N digits, wherein N is less than or equal to the number of digits in the corresponding called number in the phone call detail record.

17. The method as recited in claim 12, wherein determining whether the specified called number matches a corresponding called number in the phone call detail record comprises determining that the specified called number matches the corresponding called number in the phone call detail record if M right most digits of the specified called number match the entire corresponding called number in the phone call detail record when neither the specified called number nor the corresponding called number is an empty string and when the corresponding called number in the phone call detail record has M digits, wherein M is less than the number of digits in the specified called number.

18. A method for diagnosing a voice over IP flow in an IP network, the method comprising the steps of:

identifying voice over IP segments in the IP network;

identifying media termination points associated with the voice over IP flow in each voice over IP segment;

mapping each media termination point to a corresponding media termination point IP address;

performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the voice over IP flow in each voice over IP segment;

ordering the Layer 3 path segments in a sequential order reflecting an actual Layer 3 path traversal of the voice over IP flow in the network;

concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the voice over IP flow to create the Layer 3 path associated with the voice over IP flow;

performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the voice over IP flow in each voice over IP segment;

ordering the Layer 2 path segments in the sequential order reflecting an actual Layer 2 path traversal of the voice over IP flow in the network; and

concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the voice over IP flow to create the Layer 2 path associated with the voice over IP flow.

19. A computer-readable medium carrying one or more sequences of instructions for creating and storing troubleshooting information for diagnosing one or more problems experienced in one or more completed voice calls that are carried by a packet-switched data network, which instructions, when executed by one or more processors, cause the one or more processors to carry out the steps of:

creating and storing first information representing a Layer 3 path of a packet flow of a completed call that has passed through the data network;

creating and storing second information representing a Layer 2 path of a packet flow of the completed call that has passed through the data network;

retrieving one or more selected phone call detail records that are associated with the completed call from a database of phone call detail records for a large plurality of completed calls; and

providing the first information, second information, and selected phone call detail records to a user for use in evaluating one or more problems experienced in the completed call.

20. A computer-readable medium as recited in claim 19, further comprising instructions which, when executed by the one or more processors, cause the one or more processors to carry out the steps of:

identifying one or more voice over Internet Protocol (IP) segments in the data network;

identifying one or more media termination points that are associated with the packet flow in each voice over IP segment;

mapping each media termination point to a corresponding media termination point IP address in the network.

21. A computer-readable medium as recited in claim 20, wherein the instructions for carrying out the step of creating and storing first information further comprise instructions for carrying out the steps of:

performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the packet flow in each voice over IP segment;

ordering the Layer 3 path segments in an order that reflects an actual Layer 3 path traversal of the packet flow through the network for the completed call;

concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the packet flow to create the Layer 3 path associated with the packet flow.

22. The computer-readable medium as recited in claim 21, wherein ordering the Layer 3 path segments in an order reflecting an actual Layer 3 path traversal of the packet flow in the network comprises using network topology information to determine a probable order of the path segments.

23. A computer-readable medium as recited in claim 20, wherein the instructions for creating and storing second information further comprise instructions for carrying out the steps of:

performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the packet flow in each voice over IP segment;

ordering the Layer 2 path segments in an order reflecting an actual Layer 2 path traversal of the packet flow in the network; and

concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the packet flow to create the Layer 2 path associated with the packet flow.

24. The computer-readable medium as recited in claim 23, wherein ordering the Layer 2 path segments in an order reflecting an actual Layer 2 path traversal of the packet flow in the network comprises using network topology information to determine a probable order of the path segments.

25. A computer-readable medium as recited in claim 20, wherein the instructions for identifying media termination points associated with the packet flow in each voice over IP segment comprise instructions for carrying out the steps of:

creating and storing at each voice over IP segment a phone call detail record associated with the packet flow; and

retrieving at each voice over IP segment the phone call detail record associated with the voice over IP flow.

26. The computer-readable medium as recited in claim 25, wherein retrieving the phone call detail record associated with the packet flow comprises submitting to a call agent at each voice over IP segment a query for the phone call detail record, wherein the query comprises specified query parameters that are associated with the packet flow and that are selected from among a specified called number value, a specified call time value, and a specified delta time period value reflecting an uncertainty period in the call time.

27. The computer-readable medium as recited in claim 25, wherein creating and storing at each voice over IP segment a phone call detail record associated with the packet flow comprises creating and storing a phone call detail record that includes a calling number value, a called number value, a call connection time value, a call termination time value, and one or more values identifying media termination point IP addresses.

28. A computer-readable medium as recited in claim 26, wherein the instructions for retrieving the phone call detail record further comprise instructions for carrying out the steps of:

determining whether the specified called number matches a corresponding called number in the phone call detail record and whether the specified call time matches within the uncertainty period a corresponding call time in the phone call detail record; and

selecting the phone call detail record when the specified called number matches the corresponding called number in the phone call detail record and the specified call time matches within the uncertainty period the corresponding call time in the phone call detail record.

29. A computer-readable medium as recited in claim 28, wherein the instructions for determining whether the specified called number matches a corresponding called number comprise instructions for determining that the specified called number matches the corresponding called number in the phone call detail record if N rightmost digits of the corresponding called number in the phone call detail record match the entire specified called number when neither the specified called number nor the corresponding called number is an empty string and when the specified called number has N digits, wherein N is less than or equal to the number of digits in the corresponding called number in the phone call detail record.

30. A computer-readable medium as recited in claim 28, wherein the instructions for determining whether the specified called number matches a corresponding called number in the phone call detail record comprise instructions for determining that the specified called number matches the corresponding called number in the phone call detail record if M right most digits of the specified called number match the entire corresponding called number in the phone call detail record when neither the specified called number nor the corresponding called number is an empty string and when the corresponding called number in the phone call detail record has M digits, wherein M is less than the number of digits in the specified called number.

31. The computer-readable medium as recited in claim 28, wherein determining whether the specified called number matches a corresponding called number in the phone call detail record comprises determining that the specified called number matches the corresponding called number in the phone call detail record when the specified called number is an empty string.

32. The computer-readable medium as recited in claim 28, wherein determining whether the specified called number matches a corresponding called number comprises determining that the specified called number matches the corresponding called number in the phone detail record when the corresponding called number in the phone call detail record is an empty string.

33. An apparatus for creating and storing troubleshooting information for diagnosing one or more problems experienced in one or more completed voice calls that are carried by a packet-switched data network, comprising:

means for creating and storing first information representing a Layer 3 path of a packet flow of a completed call that has passed through the data network;

means for creating and storing second information representing a Layer 2 path of a packet flow of the completed call that has passed through the data network;

means for retrieving one or more selected phone call detail records that are associated with the completed call from a database of phone call detail records for a large plurality of completed calls; and

means for providing the first information, second information, and selected phone call detail records to a user for use in evaluating one or more problems experienced in the completed call.

34. An apparatus for creating and storing troubleshooting information for diagnosing one or more problems experienced in one or more completed voice calls that are carried by a packet-switched data network, comprising:

a network interface that is coupled to the data network for receiving one or more packet flows therefrom;

a processor;

one or more stored sequences of instructions which, when executed by the processor, cause the processor to carry out the steps of;

creating and storing first information representing a Layer 3 path of a packet flow of a completed call that has passed through the data network;

creating and storing second information representing a Layer 2 path of a packet flow of the completed call that has passed through the data network;

retrieving one or more selected phone call detail records that are associated with the completed call from a database of phone call detail records for a large plurality of completed calls; and

providing the first information, second information, and selected phone call detail records to a user for use in evaluating one or more problems experienced in the completed call.

35. The apparatus as recited in claim 34, wherein the instructions, when executed, further cause the processor to carry out the steps of:

identifying one or more voice over Internet Protocol (IP) segments in the data network;

identifying one or more media termination points that are associated with the packet flow in each voice over IP segment;

mapping each media termination point to a corresponding media termination point IP address in the network.

36. The apparatus as recited in claim 35, wherein the instructions, when executed, cause the processor to carry out the steps of creating and storing first information by carrying out the steps of:

performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the packet flow in each voice over IP segment;

ordering the Layer 3 path segments in an order that reflects an actual Layer 3 path traversal of the packet flow through the network for the completed call;

concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the packet flow to create the Layer 3 path associated with the packet flow.

37. The apparatus as recited in claim 35, wherein the instructions, when executed, cause the processor to carry out the steps of creating and storing second information by carrying out the steps of:

performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the packet flow in each voice over IP segment;

ordering the Layer 2 path segments in an order reflecting an actual Layer 2 path traversal of the packet flow in the network; and

concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the packet flow to create the Layer 2 path associated with the packet flow.

38. The apparatus as recited in claim 35, wherein the instructions, when executed, cause the processor to carry out the step of identifying media termination points associated with the packet flow in each voice over IP segment by carrying out the steps of:

creating and storing at each voice over IP segment a phone call detail record associated with the packet flow; and

retrieving at each voice over IP segment the phone call detail record associated with the voice over IP flow.

39. A computer-readable medium carrying one or more sequences of instructions for diagnosing a voice over IP flow in an IP network, which instructions, when executed by one or more processors, cause the one or more processors to carry out the steps of:

identifying voice over IP segments in the IP network;

identifying media termination points associated with the voice over IP flow in each voice over IP segment;

mapping each media termination point to a corresponding media termination point IP address;

performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the voice over IP flow in each voice over IP segment;

ordering the Layer 3 path segments in a sequential order reflecting an actual Layer 3 path traversal of the voice over IP flow in the network;

concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the voice over IP flow to create the Layer 3 path associated with the voice over IP flow;

performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the voice over IP flow in each voice over IP segment;

ordering the Layer 2 path segments in the sequential order reflecting an actual Layer 2 path traversal of the voice over IP flow in the network; and

concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the voice over IP flow to create the Layer 2 path associated with the voice over IP flow.

40. An apparatus for diagnosing a voice over IP flow in an IP network, comprising:

means for identifying voice over IP segments in the IP network;

identifying media termination points associated with the voice over IP flow in each voice over IP segment;

means for mapping each media termination point to a corresponding media termination point IP address;

means for performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the voice over IP flow in each voice over IP segment;

means for ordering the Layer 3 path segments in a sequential order reflecting an actual Layer 3 path traversal of the voice over IP flow in the network;

means for concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the voice over IP flow to create the Layer 3 path associated with the voice over IP flow;

means for performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the voice over IP flow in each voice over IP segment;

means for ordering the Layer 2 path segments in the sequential order reflecting an actual Layer 2 path traversal of the voice over IP flow in the network; and

means for concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the voice over IP flow to create the Layer 2 path associated with the voice over IP flow.

41. An apparatus for diagnosing a voice over IP flow in an IP network, comprising:

a network interface that is coupled to the data network for receiving one or more packet flows therefrom;

a processor;

one or more stored sequences of instructions which, when executed by the processor, cause the processor to carry out the steps of;

identifying voice over IP segments in the IP network;

identifying media termination points associated with the voice over IP flow in each voice over IP segment;

mapping each media termination point to a corresponding media termination point IP address;

performing a Layer 3 path tracing for a pair of media termination point IP addresses in each voice over IP segment to create a Layer 3 path segment associated with the voice over IP flow in each voice over IP segment;

ordering the Layer 3 path segments in a sequential order reflecting an actual Layer 3 path traversal of the voice over IP flow in the network;

concatenating the Layer 3 path segments in the order reflecting the actual Layer 3 path traversal of the voice over IP flow to create the Layer 3 path associated with the voice over IP flow;

performing a Layer 2 path tracing for the pair of media termination point IP addresses in each voice over IP segment to create a Layer 2 path segment associated with the voice over IP flow in each voice over IP segment;

ordering the Layer 2 path segments in the sequential order reflecting an actual Layer 2 path traversal of the voice over IP flow in the network; and

concatenating the Layer 2 path segments in the order reflecting the actual Layer 2 path traversal of the voice over IP flow to create the Layer 2 path associated with the voice over IP flow.