Abstract: A web-based contact center state engine provides data describing the state of the contact center system and actionable intelligence including key performance indicators. The contact center state engine may be utilized in conjunction with the network monitoring appliance which processes and manages exceptions to the call center data allowing for action, exceptions and escalation, thereby alerting an organization to an issue and providing recommended actions in addition to post event forensic data.

Abstract: A web-based contact center state engine provides data describing the state of the contact center system and actionable intelligence including key performance indicators. The contact center state engine may be utilized in conjunction with the network monitoring appliance which processes and manages exceptions to the call center data allowing for action, exceptions and escalation, thereby alerting an organization to an issue and providing recommended actions in addition to post event forensic data.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: A network appliance for monitoring, diagnosing and documenting problems among a plurality of devices and processes (objects) coupled to a computer network utilizes periodic polling and collection of object-generated trap data to monitor the status of objects on the computer network. The status of a multitude of objects is maintained in memory utilizing virtual state machines which contain a small amount of persistent data but which are modeled after one of a plurality of finite state machines. The memory further maintains dependency data related to each object which identifies parent/child relationships with other objects at the same or different layers of the OSI network protocol model. A decision engine verifies through on-demand polling that a device is down. A root cause analysis module utilizes status and dependency data to locate the highest object in the parent/child relationship tree that is affected to determine the root cause of a problem.

Abstract: Techniques are disclosed for assessing information technology products by comparing a product (including a product still under development) to a set of criteria. Each of the criteria may have one or more attributes, and may be different in priority from one another. The comparison is preferably directed toward ensuring, and/or improving, the product's acceptance by its target marketplace or market segment. In preferred embodiments, a product assessment score is created as a result of the comparison. When necessary, a set of recommendations for product changes is also created. The criteria/attributes may be prioritized in view of their importance to the target marketplace or market segment, and the assessment results are preferably provided to product teams to influence the importance of product planning and/or development efforts.

Abstract: Modular multiplex/demultiplex apparatus suitable for use in a telephone communication system for processing data transmitted between local and remote telephone subscribers. The multiplex/demultiplex apparatus comprises a plurality of module units which may be interconnected together, for example, in one or more groups, for processing and routing data originating with local subscriber equipment to selected ones of a plurality of trunk group modules and associated modems for transmission to remote subscriber equipment, and for processing and routing data received by the trunk group modules and modems from remote subscriber equipment. Each module unit includes a shift register having a plurality of demultiplex input lines for receiving demultiplexed data thereon and a series input for receiving multiplexed data. Data present on the demultiplex input lines or at the series input is shifted to an output of the shift register.

Abstract: Modular multiplex/demultiplex apparatus suitable for use in a telephone communication system for processing data transmitted between local and remote telephone subscribers. The multiplex/demultiplex apparatus comprises a plurality of module units which may be interconnected together, for example, in one or more groups, for processing and routing data originating with local subscriber equipment to selected ones of a plurality of trunk group modules and associated modems for transmission to remote subscriber equipment, and for processing and routing data received by the trunk group modules and modems from remote subscriber equipment. Each module unit includes a shift register for receiving and shifting therealong a multiplexed signal received from a selected one of the trunk group modules. A counter counts the bits shifted along the shift register and when the shift register is full it produces an output count signal.

Abstract: A TDM switching network for a communication system having 17 input transmission lines for carrying TDM digital signals in 64 input channels on each input line and having 15 output transmission lines for carrying TDM digital signals in 64 output channels on each output line. The TDM switching network establishes connections between selected input and output channels in accordance with address instructions having A and B address segments each designating a particular channel of a particular transmission line. The switching network includes 15 switching matrices (plus a spare). Each matrix is connected to all 17 of the input transmission lines and to a different one of the output transmission lines. Each switching matrix includes a data memory which can store a data bit for each channel of each transmission line. Each matrix also includes an address memory which can store an address segment for each channel of the associated output transmission line at a corresponding storage location.