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.

In an example embodiment, a solution is provided that provides multiple call control service instances for each media server instance. When one of the call control service instances needs to be updated, the media server is instructed to direct newly received voice calls to another of the call control instances. The call control service instance to be updated remains operating normally until all voice calls handled by that call control service instance have ended naturally, but any new calls received during that time are directed to one of the other call control service instances. Only once all the voice calls handled by the call control service instance to be updated have ended is that call control service instance actually updated, without having had to disconnect a live call.

Provided is a server system robust against a communication path failure. A first server system 2-1 and a second server system 2-2 are respectively installed on a first network 3-1 and a second network 3-2 provided by common carriers different from each other. The first and second server systems are connected to each other by a dedicated line 6. Even when a failure occurs in the first network, communication through the second network can be maintained, and even when a failure occurs in the second network, communication through the first network can be maintained. Further, when a failure occurs in the dedicated line, operations can be performed within each of the first and second networks in a degeneracy mode.

A method and apparatus for displaying information regarding calls to a plurality of PSAPs is provided herein. During operation, an interface will display information as to whether a PSAP is receiving calls it normally would not be receiving, information as to whether or not a PSAP is not working correctly, and information on a status of any re-routed calls to a PSAP. In an alternate embodiment of the present invention, a reason for a PSAP call re-route is also provided.

In an example embodiment, a solution is provided that provides multiple call control service instances for each media server instance. When one of the call control service instances needs to be updated, the media server is instructed to direct newly received voice calls to another of the call control instances. The call control service instance to be updated remains operating normally until all voice calls handled by that call control service instance have ended naturally, but any new calls received during that time are directed to one of the other call control service instances. Only once all the voice calls handled by the call control service instance to be updated have ended is that call control service instance actually updated, without having had to disconnect a live call.

Methods for determining a cause of a detected anomalous event in a telecommunications system are provided. The methods include detecting an anomalous event in the telecommunications system and retrieving relevant call detail record (CDR) data associated with the detected anomalous event for at least one identified time interval responsive to detecting the anomalous event. The relevant CDR data includes both current CDR data for the at least one identified time interval and historical CDR data for past intervals corresponding to the at least one identified time interval. The relevant CDR data including the current CDR data and the historical CDR data is preprocessed and the preprocessed relevant CDR data is processed to determine a root cause of the detected anomalous event. Processing the preprocessed relevant CDR data includes comparing the current CDR data and the historical CDR data to determine the root cause of the detected anomalous event.

Methods for determining a cause of a detected anomalous event in a telecommunications system are provided. The methods include detecting an anomalous event in the telecommunications system and retrieving relevant call detail record (CDR) data associated with the detected anomalous event for at least one identified time interval responsive to detecting the anomalous event. The relevant CDR data includes both current CDR data for the at least one identified time interval and historical CDR data for past intervals corresponding to the at least one identified time interval. The relevant CDR data including the current CDR data and the historical CDR data is preprocessed and the preprocessed relevant CDR data is processed to determine a root cause of the detected anomalous event. Processing the preprocessed relevant CDR data includes comparing the current CDR data and the historical CDR data to determine the root cause of the detected anomalous event.

The network monitoring tool comprises an input for receiving data about the performance of the network and a data processor for analysing the data in order to produce an output. The output is at least one of the identification of a fault in the network and the derivation of information about the capability of the network to supply the utility.

The method includes obtaining a loop length of a terminal section of the communication line; determining whether there is an impairment in the communication line; if no impairment, classifying the communication line into the first group; if impairment is determined, perform obtaining a location of the impairment in the communication line; determining whether the impairment is located in the terminal section of the communication line based on the loop length; if so, classifying the communication line into a second group; else, classifying the communication line into the first group; wherein, in the first group, it is qualified for an new broadband communication service, and if in the second group, it is not qualified, and wherein, the new broadband communication service is to be deployed over the terminal section of the communication line.

Example implementations relate to conferencing environment monitoring. An example monitoring device can include a processor to monitor a physical aspect and an audio aspect of a conferencing environment in which a conferencing device is located, wherein the conferencing device is communicatively coupled to the monitoring device. The monitoring device can detect, based on the monitoring, an issue impacting a conferencing session associated with the conferencing device and the conferencing environment. In response to the detection, the monitoring device can determine a correction for the issue and perform the correction.