Enhanced data capture, analysis, and reporting for unified communications
First Claim
1. A non-transitory computer-readable medium having computer-executable instructions stored thereon that, when executed, cause a computer system to:
- (a) rate audio call quality by evaluation of one or more quality metrics for a set of calls against a defined set of one or more threshold values;
(b) determine site/time interval combinations for calls in the set of calls, wherein the calls are discretized into time intervals by identifying the time intervals in which the respective calls took place;
(c) perform aggregation of the discretized calls by site; and
(d) evaluate a number of calls rated as poor within each site/time interval combination against a service level compliance requirement.
4 Assignments
0 Petitions
Accused Products
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.
56 Citations
24 Claims
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1. A non-transitory computer-readable medium having computer-executable instructions stored thereon that, when executed, cause a computer system to:
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(a) rate audio call quality by evaluation of one or more quality metrics for a set of calls against a defined set of one or more threshold values; (b) determine site/time interval combinations for calls in the set of calls, wherein the calls are discretized into time intervals by identifying the time intervals in which the respective calls took place; (c) perform aggregation of the discretized calls by site; and (d) evaluate a number of calls rated as poor within each site/time interval combination against a service level compliance requirement. - View Dependent Claims (2, 3, 4, 5)
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6. A non-transitory computer-readable medium having computer-executable instructions stored thereon that, when executed, cause a computer system to:
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for a call with at least two endpoints each having a quality classification, classify the call based on the endpoint with the lowest quality classification; further classify the call based on geography; further classify the call based on infrastructure components; and present a dashboard configured to provide call quality information for the call. - View Dependent Claims (7, 8)
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9. A computing device comprising one or more processors and a storage medium having computer-executable instructions stored thereon that, when executed, cause the computing device to:
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implement a rule engine; using the rule engine, monitor a database for poor quality voice calls; and using the rule engine, trigger an outbound notification of a poor quality voice call in which an end user participated to be delivered to the end user via a channel in accordance with one or more rules that apply to a usage scenario of the poor quality voice call. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A non-transitory computer-readable medium having computer-executable instructions stored thereon that, when executed, cause a computer system to:
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for a call with at least two endpoints each having a quality classification, assign an endpoint quality classification to the call based on the endpoint with the lowest quality classification; assign a further classification to the call based on one or more of geography, infrastructure components, and federation; group the call with one or more other calls having the same endpoint quality classification and the same further classification in a group of calls; and present a dashboard configured to provide voice quality information, the endpoint quality classification, and the further classification for the group of calls. - View Dependent Claims (20, 21)
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22. A computer-implemented method comprising:
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for a call with at least two endpoints each having a quality classification, assigning an endpoint quality classification to the call based on the endpoint with the lowest quality classification; assigning a further classification to the call based on one or more of geography, infrastructure components, and federation; grouping the call with one or more other calls having the same endpoint quality classification and the same further classification in a group of calls; and presenting a dashboard configured to provide voice quality information, the endpoint quality classification, and the further classification for the group of calls. - View Dependent Claims (23, 24)
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Specification