Method and system for automated call troubleshooting and resolution

Abstract

A method for call quality troubleshooting and mitigation may include polling network communication path elements to determine network performance data, receiving a call quality alert from at least one communication unit, the call quality alert indicating degraded call quality of a call session, and analyzing the network performance data from the network communication path elements and the at least one communication unit to determine a cause of the alert and at least one action to mitigate the cause of the alert.

1 . A method of diagnosing at least one cause of a communication session quality alert for a real-time service carried over a packet communication network, the method comprising, in at least one call quality management processor:
 collecting network performance data from packet communication network elements on communication paths used by real-time service packet traffic;   receiving a communication session quality alert for a real-time service communication session carried by the packet communication network, the communication session quality alert indicating degraded quality of a real-time service communication session; and   analyzing the network performance data to determine network conditions under which the communication session quality service was generated.   
     
     
         2 . The method of  claim 1 , wherein collecting network performance data comprises polling packet communication network elements on communication paths used by real-time service packet traffic. 
     
     
         3 . The method of  claim 1 , wherein collecting network performance data comprises monitoring packet communication network elements on communication paths used by real-time service packet traffic. 
     
     
         4 . The method of  claim 1 , further comprising capturing the network conditions under which the communication session quality service was generated. 
     
     
         5 . The method of  claim 1 , further comprising storing the collected network performance data. 
     
     
         6 . The method of  claim 5 , further comprising analyzing the stored network performance data to determine network conditions under which the communication session quality alert was generated. 
     
     
         7 . The method of  claim 5 , further comprising analyzing the stored network performance data to determine a history of network conditions. 
     
     
         8 . The method of  claim 7 , further comprising applying at least one network policy based on the determined history of network conditions. 
     
     
         9 . The method of  claim 8 , wherein applying at least one network policy comprises applying a predetermined policy when there is a history of network congestion similar to network congestion under which the communication session quality alert was generated. 
     
     
         10 . The method of  claim 8 , wherein applying at least one network policy comprises taking no action when there is no history of network congestion similar to network congestion under which the communication session quality alert was generated. 
     
     
         11 . The method of  claim 1 , further comprising storing records of network events. 
     
     
         12 . The method of  claim 1 , further comprising determining a cause of the communication session quality alert. 
     
     
         13 . The method of  claim 12 , further comprising taking at least one action to mitigate the cause of the communication session quality alert. 
     
     
         14 . The method of  claim 1 , wherein the communication session quality alert is received from a communication unit participating in the real-time communication session. 
     
     
         15 . The method of  claim 14 , further comprising analyzing the network performance data together with data received from the communication unit to determine network conditions under which the communication session quality alert was generated. 
     
     
         16 . The method of  claim 1 , wherein the real-time service is voice over packet and the communication session comprises a voice call. 
     
     
         17 . The method of  claim 1 , wherein the real-time service is video over packet and the communication session comprises a video transmission. 
     
     
         18 . The method of  claim 1 , further comprising correlating network performance data collected from packet communication elements on communication paths used by real-time service traffic with data received from at least one communication terminal. 
     
     
         19 . The method of  claim 1 , further comprising recording at least one communication path at the time of the communication session quality alert.