Abstract: A method for analysing performance of a media recording system in a telecommunications network comprising the steps of selecting an extension within a telecommunications network, the extension capable of exchanging communication media, designating a time period within which communication records for the extension should be analysed, receiving communications data for the network extension, the communications data comprising data associated with communications involving the extension with the time period, receiving media data for the network extension, the media data comprising data associated with recorded media content of communications involving the extension within the time period, comparing the communications data with the media data to determine the performance of the communications recording system.

Abstract: An external contact center testing system is integrated with an internal monitoring and diagnostic system to identify and verify a fault condition, and to determine the cause of such fault condition. Test data for each of the stimuli launched into the call center from the external testing system are synced with the monitoring results data generated by the internal monitoring system. The synced results can be analyzed to verify that a true fault has occurred and also to identify both failure conditions and specific hardware malfunctions giving rise to the noted failure. The internal monitoring system can interface with the external testing system to cause one or more testing stimuli to be launched by external testing system. The internal monitoring data can also be linked to the external testing data for drill-down viewing by a user.

Abstract: A method and apparatus for producing operational information regarding a networked system. System configuration information regarding the configuration of the system is obtained. Activity of the system is continuously monitored to obtain system activity information. The system configuration information is combined with the system activity information to obtain real time operational information.

Abstract: A system (10) and method is disclosed for generating and supplying industry-specific statistical information relating to use of computer systems in an industry. The system (10) comprises a data gathering application (12, 14) for gathering non-sensitive computer system data from a plurality of members of the industry, a system database application (24) for storing the gathered data, and a data forwarding application (13, 15) for forwarding the gathered data to the system database application (24). The system database application (24) is arranged to generate and provide each member with statistical information indicative of a comparison of characteristics of the member's computer systems with average characteristics of a plurality of members' computer systems.