System and method for providing communication platform metadata

• US 9,137,127 B2
• Filed: 09/17/2014
• Issued: 09/15/2015
• Est. Priority Date: 09/17/2013
• Status: Active Grant

• Current Assignee: Twilio, Inc.
• Original Assignee: Twilio, Inc.
• Inventors: Nowack, Matthew David, Boerjesson, Jonas
• Primary Examiner(s): Maung, Zarni
• Application Number:
  US14/488,802
• Publication Number:
  US 20150081918A1
• Time in Patent Office: 363 Days
• Field of Search: 709/203, 709223-232, 709/250
• US Class Current: 1/1
• CPC Class Codes: H04L 43/04 Processing captured monitoring data, e.g. for logfile generation
• CPC Class Codes: H04L 43/06 Generation of reports
• CPC Class Codes: H04L 43/065 related to network devices
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

A system and method that includes executing communication processes in an application platform, which comprises on behalf of outside entities, negotiating communications between a set of internal resources and at least one external resource using at least a first communication protocol and a second protocol; capturing internal log information during execution of the application platform; receiving a request to access log information by an outside entity; synthesizing the internal log information of the first protocol and at least a second protocol into a unified communication report; and transmitting the unified communication report.

Claims

1. A method comprising:

executing communication processes in an application platform, which comprises on behalf of outside entities, negotiating communications between a set of internal resources and at least one external resource using at least a first communication protocol and a second protocol;

capturing internal log information during execution of the application platform;

receiving a request to access log information by an outside entity;

synthesizing the internal log information of the first protocol and at least a second protocol into a unified communication report;

transmitting the unified communication report;

establishing a synchronized browsing session between a platform agent account and a customer account, wherein the unified communication report is communicated to a log report interface of the platform agent account and the customer account; and

controlling the log report interface of the customer account through directives of the platform agent.

2. The method of claim 1, wherein negotiating communications comprises accessing procedural instructions from an external server using the second protocol, and wherein executing communication processes comprises processing at least a portion of the procedural instructions in determining communication processes.

3. The method of claim 1, wherein the first protocol is a session initiation protocol (SIP) signaling protocol and the second protocol is an application layer protocol.

4. The method of claim 3, wherein the application layer protocol is an HTTP type protocol.

5. The method of claim 1, further comprising detecting and classifying an error in the unified communication report.

6. The method of claim 5, wherein for at least one error classification, transmitting a communication to a configured destination.

7. The method of claim 6, wherein transmitting a communication to the configured destination comprises embedding a link to unified communication report.

8. The method of claim 5, further comprising annotating logs with supplemental information.

9. The method of claim 8, wherein the annotations include a recommended resolution to an error.

10. The method of claim 1, wherein the unified communication report communicated to the log report interface the platform agent is a first version of the log information, and the unified communication report communicated to the log report interface of the customer account is a sanitized version of the first version of the log information.

11. The method of claim 1, further comprising indexing the properties of the internal log information;

wherein the request to access log information is a search query; and

finding a set of sessions of log information that correspond to the search query.

12. The method of claim 1, wherein synthesizing the internal log information into a unified communication report can include partitioning the internal log information into a set of log information sessions according to a session definition;

and within a log information session, collating log information of the first protocol and the second protocol into the unified communication report.

13. The method of claim 1, wherein transmitting the unified communication report comprises transmitting the unified communication report as a log report interface and providing an event replay option for at least a subset of the log events.

14. The method of claim 13, wherein in the log report interface, comparing an original event to an event resulting from a replayed event and presenting differences between the original event and the replayed event.

15. The method of claim 1, wherein synthesizing the internal log information of the first protocol and at least a second protocol further comprises sanitizing the internal log information, and wherein the unified communication report includes sanitized log information.

16. The method of claim 15, wherein sanitizing the internal log information comprises abstracting communication of multiple internal resources of the platform to a single proxy resource and anonymizing a set of parameters in the log information.

17. The method of claim 15, wherein sanitizing the internal log information comprises condensing a set of individual log events in the internal log information into a summarizing event.

18. The method of claim 15, wherein sanitizing the internal log information comprises setting the level of sanitizing according to an access policy associated with the outside entity.