Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.

System and techniques for sound-based call-quality detector are described herein. An audio sample can be received via a hardware interface from an on-going communication. The audio sample can be processed to produce a transcript. The transcript can be compared to a call-quality dataset to produce a call-quality degradation indication. Here, the call quality dataset includes indicia of communication quality. Network maintenance can then be performed in response to the call-quality degradation indication. The network maintenance can include adjusting a network device setting.

A method for estimating, in a broadband communication system including an access network and a plurality of broadband communication lines associated with the access network, a sustainable speed that can be sustained by a selected broadband communication line of the plurality of lines.

Disclosed is a system, method and computer readable medium enabling collaboration service providers to more accurately predict packet loss, jitter and delay based on current session, historical session and user location parameters. The prediction can be used to forecast the occurrence of poor media quality at the current location and potential future locations.

The present disclosure describes a monitoring environment that monitors an activity for activity that may be indicative of being prohibited by the local, the state, and/or the national governing authorities, namely suspicious activity, or activity that is prohibited by the local, the state, and/or the national governing authorities, namely prohibited activity. The monitoring environment verifies the activity is actually being monitored within the monitoring environment. The verification can require one or more monitoring persons monitoring the activity to perform one or more tasks to verify their attentiveness in monitoring the activity. The one or more tasks can be as simple as activating a checkbox or providing a code or an electronic signature to provide some examples, although more complicated tasks, such as a biometric verification such as a retinal, a facial, and/or a voice verification to provide some examples, are possible as will be recognized by those skilled in the relevant art(s) without departing from the spirit and scope of the present disclosure.

Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.

A method of identifying recording of a conversation during a communication session, including establishing a communication session between a first participant and one or more remote participants, transmitting audio packets from a communication device of the first participant to the one or more remote participants, receiving audio packets from the one or more remote participants, including echo packets responsive to the transmitted audio packets, analyzing the received audio packets by an analysis application to identify delays in the echo packets relative to the transmitted packets providing an indication of the presence of a recording application at a communication device of a remote participant, notifying the communication device of the first participant.

The invention relates to a method of managing a digital subscriber line, in particular for identifying the location of weather related faults. The invention continuously measures the signal to noise (SNR) margin on the DSL line as well as measurements from weather related sensors, such as moisture and wind sensors, which each have an associated geographical location. The SNR margin measures are compared to predetermined conditions based on SNR margin characteristics associated with a population of good lines. If the SNR margin measures fail to meet the predetermined conditions, the SNR measures are also compared to the weather sensor measurements over a day or number of days. If there is a correlation between the SNR margin measures and at least one of the sensors, then location of the fault is identified as the location of the sensor having the strongest correlation with the SNR measures.

The invention relates to a method of managing a digital subscriber line, in particular for identifying the location of weather related faults. The invention continuously measures the signal to noise (SNR) margin on the DSL line as well as measurements from weather related sensors, such as moisture and wind sensors, which each have an associated geographical location. The SNR margin measures are compared to predetermined conditions based on SNR margin characteristics associated with a population of good lines. If the SNR margin measures fail to meet the predetermined conditions, the SNR measures are also compared to the weather sensor measurements over a day or number of days. If there is a correlation between the SNR margin measures and at least one of the sensors, then location of the fault is identified as the location of the sensor having the strongest correlation with the SNR measures.

Systems and methods are described herein for performing automated testing of online charging systems associated with telecommunications networks. In some embodiments, the systems and methods utilize various components associated with an online charging system, such as an event mediator, to convert data associated with test cases to be simulated by the online charging system (e.g., data from spreadsheets) into various test requests actionable during the online charging system under when simulating the test cases.