Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.

Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.

Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

Abstract: Route asymmetry is detected in a network by running a route tracing program to trace routes between a first element of the network and a second element of the network. The route tracing program need be run at only a single network element, such as the first network element. Forward and reverse routes between the first and second network elements are identified as asymmetric if performance data from the route tracing program indicates a significant deviation from an expected monotonic characteristic as a function of time-to-live values of respective packets transmitted by the route tracing program.

Abstract: The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

Abstract: A system visualizes and generates reports from stored data, concerning various measured parameters related to a network carrying call traffic. The network is displayed in an easily recognized arrangement, with various parameters being indicated by different shapes and colors for each device on the network. The parameters are changed to indicate the status of the network at different times. More detailed information about a parameter, a device or a path between devices may be obtained simply using a mouse or keystrokes. A variety of different types of detailed displays allows the operator to troubleshoot problems in the network.

Abstract: A distributed monitoring system comprises a plurality of agents configured for communication with at least one central server. A given one of the agents obtains measurement data, and applies a statistical test to the measurement data. Based on a result of the statistical test, the given agent determines whether or not an update needs to be sent by the agent to the central server. The agent sends the update to the central server if the determination indicates that the update should be sent.

Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

Abstract: A method of internet protocol (IP) address de-aliasing that involves obtaining IP addresses from devices in a network, pinging pairs of the IP addresses by sending packets to pairs of the IP addresses, obtaining ping response orders for the packets, and determining whether the pairs of IP addresses are aliases of the same network device based on the obtained ping response orders.

Abstract: A system discovers the topology of devices in a network, such as all of the layer-2 and layer-3 devices, including routers and switches. The devices are mapped, as well as the links that join them. The devices are polled using SNMP requests. Route tables are derived from each router to determine addresses of the devices. A spanning tree process is used to discover layer-2 devices. Connections between layers are then discovered. Where information is incomplete, an undiscovered router cloud is recognized.

Abstract: An IP telephone or other endpoint device in a network is configured to support a reporting mode of operation that may be entered, for example, responsive to user entry of a report command via a user interface of the endpoint device. In one aspect, the endpoint device stores call information in one or more buffers. Responsive to an instruction to enter a reporting mode, the endpoint device sends contents of the buffer(s) to a report server over the network. The endpoint device may reinitialize the buffer(s) responsive to an instruction to leave the reporting mode.

Abstract: A network condition capture and reproduction technique captures measurement data characterizing network conditions at a given time between first and second endpoint devices of a network, and utilizes the captured measurement data in a network impairment device to reproduce the network conditions at a later time and possibly in a different place.

Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

Abstract: Performance problems or other conditions are analyzed in a system comprising a plurality of endpoint devices and an associated centralized or distributed controller. End-to-end measurements are obtained for respective paths through the network, for example, using communications between the endpoint devices. For a given end-to-end measurement obtained for a particular one of the paths, a value of a performance indicator for the path is determined and the performance indicator value is assigned to each of a plurality of links of the path. The determining and assigning operations are repeated for additional ones of the end-to-end measurements, the links are grouped into one or more exculpation or inculpation sets based on how many times a particular performance indicator value has been assigned to each of the links, and the one or more sets are utilized to determine, for example, the location of a performance problem in the network.

Abstract: Systems and methods are presented for partitioning end-to-end performance effects using network tomography. In one embodiment, a method for partitioning end-to-end performance effects within a network is presented. The method includes determining a network topology between at least two test points, obtaining an unrelated approximation of edge effects between the test points, measuring end-to-end performance data between the test points corresponding to a target application, regularizing an estimate of edge effects for the target application using the unrelated approximation of edge effects, and computing the estimate of edge effects for the target application to partition the end-to-end effects.

Abstract: Node merging methods and apparatus are disclosed for generating simplified representations of network topology. A first topology representative of a given network is determined, and at least one pair of nodes of the first topology is merged into a single node based on measures associated with respective edges connecting the nodes of the node pair to at least one neighbor node common to that pair. The merging step is repeated for one or more additional pairs of nodes to produce a reduced network topology meeting one or more desired criteria, and a visualization or other representation of the reduced network topology is generated.

Abstract: A system for monitoring traffic on a network first discovers the network so as to map the various devices and links in the network. Statistics are then gathered from various points in the network relating to quality of service, and especially loads on the network devices. Synthetic calls are generated at selected points of the network while monitoring the network. This data is then stored and displayed in a manner that is easy for the operator to analyze, with more detailed displays being available through the use of a mouse or keystrokes.

Abstract: Network topology information is determined in a network-based communication system by generating communications between, for example, selected pairs of endpoint devices each associated with a network. A given one of the communications is sent from a first one of the endpoint devices to a second one of the endpoint devices and returned from the second endpoint device to the first endpoint device. Information contained in the communication as received at the first endpoint device from the second endpoint device is processed to determine network topology information characterizing at least a portion of the network.

Abstract: The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.