Abstract: A communication system processing element comprises a processor coupled to a memory and implements at least a portion of a distributed expert system. The distributed expert system is arranged in at least two hierarchical levels, including an upper level comprising a central controller, and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system.

Abstract: An SSL VPN gateway or other type of secure gateway is operative to control access to an enterprise network of a communication system. The gateway in accordance with an aspect of the invention comprises an alarm manager. The alarm manager receives an alarm from a vendor product that is part of a set of internal resources of the enterprise network, and routes the alarm to an external service provider for processing. The gateway receives from the service provider, responsive to the alarm, a federated identity which encompasses a plurality of technicians, expert systems or other servicing elements of the service provider. The gateway may grant one or more particular servicing elements of the service provider access to the alarm-generating vendor product based on the federated identity.

Abstract: A method and apparatus for troubleshooting information system use a graphical user interface (GUI) to a knowledge base of troubleshooting procedures for presenting the procedures in a graphical form, including a flow chart form and a decision tree form. In one embodiment, the troubleshooting procedures are further prioritized in an order of probability of solving a problem in a controlled system and retrieved in the prioritized order.

Abstract: A communication system processing element comprises a processor coupled to a memory and implements at least a portion of a distributed expert system. The distributed expert system is arranged in at least two hierarchical levels, including an upper level comprising a central controller, and a lower level comprising a plurality of local agents each associated with one or more communication devices of the system.

Abstract: A technique is disclosed for improving the process of finding a location in a network from which to communicate with a wireless terminal and with a particular level of service. The illustrative embodiment of the present invention uses measurements associated with one or more wireless terminals in the network to determine a suitable location. The measurements are performed on electromagnetic signals radiated by each wireless terminal or from another source and are evaluated against characteristics such as throughput, error rate, and latency.