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: A computing device receives an indication of a selected category of items relating to call quality for a plurality of voice calls, such as sites, wireless network identifiers, driver software versions, client software versions, protocols (e.g., virtual private network (VPN), Transmission Control Protocol (TCP), and User Datagram Protocol (UDP)), connectivity methods, and edge servers used in the calls. The computing device selects items in the selected category based on volume of calls. The computing device calculates percentages of poor calls associated with the items, and identifies high-volume poor call items. The computing device also may calculate impact ranks for categories of items, e.g., based on distribution of poor calls, with a lower rank being assigned if poor calls are evenly distributed, and a higher rank being assigned if a small number of items contribute disproportionately to the volume of poor calls.

Abstract: A computing device automatically detects technical conditions for calls, such as voice calls, in a communication system. The technical conditions include transport type (e.g., TCP, UDP), connection type (e.g., wired, wireless local area network, mobile/cellular), packet loss, latency, and jitter. The computing device performs automatic analysis of the detected technical conditions. The automatic analysis may include comparing the detected transport type with a preferred transport type (e.g., a non-TCP transport, such as UDP), comparing the detected connection type with a preferred connection type (e.g., wired), or comparing packet loss, latency, or jitter with corresponding threshold values (e.g., maximum values or average values). The computing device automatically generates output related to one or more of the detected technical conditions based at least in part on the automatic analysis.

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 computer system creates a plurality of objects with associated tasks to be executed in a voice or video service deployment, and automatically controls at least part of the workflow associated with the tasks in the voice or video service deployment. The tasks may include survey tasks that involve gathering information such as country information, cabling information, site information, environment information, protocol information, network configuration information, private automatic branch exchange (PABX) system information. The tasks also may include design tasks, which may be based on information gathered via the survey tasks. The computer system also may associate messages (e.g., e-mails with relevant structured text and/or a task identifier) with at least one of the objects. The computer system also may automatically generate notifications in response to a change in workflow status of at least one of the objects.

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 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: 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.