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.

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 a process for determining location-based quality metrics; a process for calculating weighted availability in a computer system (e.g., a UC system); a process for generating a set of test rules based on automatic inspection of a UC topology; a process for setting a response priority for a rule failure based on classification of the failure; and process for executing a survey instance for users of a UC system based on presence information.

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 a process for determining location-based quality metrics; a process for calculating weighted availability in a computer system (e.g., a UC system); a process for generating a set of test rules based on automatic inspection of a UC topology; a process for setting a response priority for a rule failure based on classification of the failure; and process for executing a survey instance for users of a UC system based on presence information.

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.

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.

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.

Abstract: A provisioning system automatically detects a new or updated object (e.g., a user object or a device object) in a data store associated with a unified communication (UC) system; reconciles attributes of the new or updated object; generates a change job based on a rule set; and causes a record corresponding to the new or updated object to be updated in the data store (or another data store in the UC system) based on the change job. Automatic detection of the new or updated object may involve importing data records from the data store and comparing them with corresponding records in a cached database. Reconciling the attributes may involve generating a template based on the rule set and comparing the template with the attributes. The provisioning system can detect a deviation between the template and the attributes and tailor the change job to resolve the deviation.

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.

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 for monitoring of performance of UC services, such as systems and methods for: cloud-based monitoring for communication service availability; distributing tasks among geo-distributed agents; aggregation of data for communications system availability; voice quality metrics for voice-related synthetic transactions; and implementing a monitoring service that maintains a knowledge base with data related to real-time communication (RTC) system availability disruption.

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.

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 a process for determining location-based quality metrics; a process for calculating weighted availability in a computer system (e.g., a UC system); a process for generating a set of test rules based on automatic inspection of a UC topology; a process for setting a response priority for a rule failure based on classification of the failure; and process for executing a survey instance for users of a UC system based on presence information.

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 for using presence information to survey users. A described UC system includes a survey service server that communicates with devices associated with a customer site. In a described embodiment, after determining if a user is available (e.g., online and involved in a meeting or other activity) based on presence information, a user survey service initiates a survey at that time via a real-time communication mechanism (e.g., instant messaging).

Abstract: Method and systems are disclosed for enabling a computer system to generate a request that includes an instruction identifying the authentication method or methods to be used when authenticating a subset of the client computer systems or users network connected to a server computer system. The subset of client computer systems or users may include as little a single computer system or user. The request is then transmitted to the server computer system. When receiving subsequent requests for service from any of the subset of client computer systems or users, the server computer system will refer to the information in the instruction to determine which authentication methods are acceptable in authenticating the client computer system or user.

Abstract: Methods and systems are described for permitting a user to specify the criteria for determining the success or failure of the transmission of an instant message. A computer system first identifies the user specified criteria. When the server computer system receives an instant message, the computer system determines whether the user specified criteria have been met. If the criteria are met, the computer system returns a successful acknowledgement message to the user. Since the user sets the criteria by which success will be determined, the meaning of a successful acknowledgement message will be clear to the user.

Abstract: Methods and systems are described for permitting a user to specify the criteria for determining the success or failure of the transmission of an instant message. A computer system first identifies the user specified criteria. When the server computer system receives an instant message, the computer system determines whether the user specified criteria have been met. If the criteria are met, the computer system returns a successful acknowledgement message to the user. Since the user sets the criteria by which success will be determined, the meaning of a successful acknowledgement message will be clear to the user.

Abstract: Methods and systems are described for controlling access to presence information using a plurality of different access permission types. Presence information is maintained over a computer network and describes availability of computers and associated users over that network. For example, instant messaging applications often involve maintaining presence information. Users control access to presence information using a number of different access permission types such as the right to view accurate presence information, the right to view any presence information, or the right to act on accessed presence information. By using several different access permission types, the present invention enables finer control over access to presence information.

Abstract: Methods and systems are described for controlling access to presence information using a plurality of different access permission types. Presence information is maintained over a computer network and describes availability of computers and associated users over that network. For example, instant messaging applications often involve maintaining presence information. Users control access to presence information using a number of different access permission types such as the right to view accurate presence information, the right to view any presence information, or the right to act on accessed presence information. By using several different access permission types, the present invention enables finer control over access to presence information.

Abstract: A system for sending immediate popup messages between Internet users, the system including a user interface for sending messages and displaying messages in popup windows; a method and infrastructure for continuously tracking and reporting the online status of users, the infrastructure comprising servers and client software; and a method for communicating to users behind firewalls.