Distributed expert system for automated problem resolution in a communication system

• US 7,302,611 B2
• Filed: 09/13/2004
• Issued: 11/27/2007
• Est. Priority Date: 09/13/2004
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Raphael, Adonny, Zarnowski, Marian J., Wirecki, Jerzy, Ganesh, Sangeetha, Osiakwan, Constantine
• Primary Examiner(s): Beausoliel; Robert
• Assistant Examiner(s): Riad; Amine
• Application Number:
  US10/939,694
• Publication Number:
  US 20060069957A1
• Time in Patent Office: 1,170 Days
• Field of Search: 714/26, 714/47, 714/48, 714/457, 709223-224, 370/241, 370/242
• US Class Current: 714/26
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06F 11/2257 using expert systems
• CPC Class Codes: G06N 5/043 Distributed expert systems; Blackboards
• CPC Class Codes: H04L 41/044 comprising hierarchical management structures
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04Q 3/0075 Fault management techniques

Abstract

A communication system processing element comprises a processor coupled to a memory and implements at least a portion of a distributed expert system. The distributed expert system is arranged in at least two hierarchical levels, including an upper level comprising a central controller, and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system.

Claims

1. An apparatus for use in a communication system, the apparatus comprising:

a processing element comprising a processor coupled to a memory;

the processing element implementing at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system;

wherein a given one of the local agents obtains new problem resolution knowledge without accessing the central controller.

2. The apparatus of claim 1 wherein the central controller comprises a centralized expert system (CES).

3. The apparatus of claim 1 wherein at least one of the plurality of local agents comprises a local active healing agent (LAHA).

4. The apparatus of claim 1 wherein the distributed expert system further comprises at least a first intermediary hierarchical level arranged between the upper level and the lower level, the first intermediary level comprising a plurality of active managers, each managing one or more of the local agents.

5. The apparatus of claim 4 wherein at least one of the plurality of active managers comprises an active healing agent manager (AHAM).

6. The apparatus of claim 4 wherein the distributed expert system further comprises an additional intermediary hierarchical level arranged between the first intermediary level and the upper level, the additional intermediary level comprising at least one management element responsible for managing a plurality of the active managers of the first intermediary level.

7. The apparatus of claim 1 wherein the central controller determines, for new problem resolution knowledge it obtains, which of the plurality of local agents to which the knowledge will be distributed.

8. The apparatus of claim 1 wherein the new problem resolution knowledge obtained by the local agent without accessing the central controller is subsequently submitted by the local agent to the central controller for processing by the central controller so as to make said new problem resolution knowledge accessible to at least one additional local agent.

9. The apparatus of claim 1 wherein the distributed expert system is implemented at least in part in the form of software running on the processing element.

10. An apparatus for use in a communication system, the apparatus comprising:

a processing element comprising a processor coupled to a memory;

the processing element implementing at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system;

wherein the central controller has an associated knowledge base for use in automated resolution of communication device problems in the communication system, and wherein a given one of the local agents has an associated local knowledge base which comprises only a subset of the knowledge base of the central controller.

11. An apparatus for use in a communication system, the apparatus comprising:

a processing element comprising a processor coupled to a memory;

the processing element implementing at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system;

wherein if a given one of the local agents encounters a problem with one of its associated communication devices that is not solvable using a local knowledge base, it requests problem resolution assistance from the central controller.

12. A method for use in a processing element of a communication system, the processing element comprising a processor coupled to a memory, the method comprising the steps of:

providing at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system; and

processing at least one communication device problem utilizing at least a given one of the local agents of the distributed expert system;

wherein a given one of the local agents obtains new problem resolution knowledge without accessing the central controller.

13. The method of claim 12 wherein the distributed expert system further comprises at least a first intermediary hierarchical level arranged between the upper level and the lower level, the first intermediary level comprising a plurality of active managers, each managing one or more of the local agents.

14. The method of claim 12 wherein the distributed expert system further comprises an additional intermediary hierarchical level arranged between the first intermediary level and the upper level, the additional intermediary level comprising at least one management element responsible for managing a plurality of the active managers of the first intermediary level.

15. The method of claim 12 wherein the central controller determines, for new problem resolution knowledge it obtains, which of the plurality of local agents to which the knowledge will be distributed.

16. A method for use in a processing element of a communication system, the processing element comprising a processor coupled to a memory, the method comprising the steps of:

providing at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system; and

processing at least one communication device problem utilizing at least a given one of the local agents of the distributed expert system;

wherein the central controller has an associated knowledge base for use in automated resolution of communication device problems in the communication system, and wherein a given one of the local agents has an associated local knowledge base which comprises only a subset of the knowledge base of the central controller.

17. A method for use in a processing element of a communication system, the processing element comprising a processor coupled to a memory, the method comprising the steps of:

providing at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system; and

processing at least one communication device problem utilizing at least a given one of the local agents of the distributed expert system;

wherein new problem resolution knowledge obtained by the local agent without accessing the central controller is subsequently submitted by the local agent to the central controller for processing by the central controller so as to make said new problem resolution knowledge accessible to at least one additional local agent.

18. An article of manufacture comprising a machine-readable storage medium containing software code for use in a processing element of a communication system, wherein the software code when executed implements at least a portion of a distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system;

wherein a given one of the local agents obtains new problem resolution knowledge without accessing the central controller.

19. A distributed expert system for automated resolution of communication device problems in the communication system, the distributed expert system being arranged in at least two hierarchical levels, including an upper level comprising a central controller and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system;

wherein a given one of the local agents obtains new problem resolution knowledge without accessing the central controller.