Unified Communications Data Warehousing for Call Quality Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Unified communication (UC) systems face challenges in maintaining call quality and reliability due to software, hardware, and network issues, leading to inefficient use of functionality and increased costs, particularly with large enterprises accumulating vast amounts of call records and data that require accurate and persistent long-term storage for technical, business, and compliance needs.
Innovation Solution
The implementation of a UC management and analysis system that includes data warehouses for scalable data storage, real-time monitoring, and user notification features to classify calls, analyze service level objectives, and provide actionable insights for improving voice quality and reliability, utilizing a distributed real-time communications monitoring system with cloud databases and transaction executors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If UC systems accumulate and store vast amounts of call records and data for long-term reference and analysis, then data accuracy and compliance needs are met, but data storage complexity and management difficulty increase
Solution Approach 1:
The patent segments the UC system into multiple functional components: communication services (email, instant messaging, voice, video), data management services, and analysis services. Each component handles specific data types and functions independently, reducing overall system complexity while maintaining data accuracy through specialized processing pipelines.
Solution Approach 2:
The patent introduces intermediaries such as data warehouses, analysis engines, and notification systems that mediate between raw call records and final data products. These intermediaries standardize data formats, filter relevant information, and present processed results to users, simplifying data management while ensuring accuracy.
2Reliability
If real-time monitoring and analysis of call quality is implemented, then communication quality issues are detected promptly, but system resource consumption and operational costs increase
Solution Approach 1:
The patent implements partial monitoring by focusing analysis on specific call quality parameters (voice quality, video quality, communication reliability) rather than all possible metrics. Analysis is triggered selectively based on events such as user complaints or threshold violations, reducing continuous resource consumption while maintaining effective quality oversight.
Solution Approach 2:
The system incorporates automated self-diagnosis and self-notification capabilities where the monitoring system automatically detects quality issues, analyzes root causes, and notifies relevant users without requiring constant human intervention. This reduces operational overhead while maintaining high call quality standards.
3Loss of information
If comprehensive data analysis and reporting capabilities are added to UC systems, then actionable insights for improving communication are provided, but system complexity and implementation difficulty increase
Solution Approach 1:
The patent creates a universal data analysis platform that serves multiple functions: storing call records, analyzing communication quality, generating reports, and providing notifications through various channels (email, instant messaging, voice). This multi-functional approach consolidates what could be separate complex systems into a single integrated solution, reducing overall implementation difficulty.
Solution Approach 2:
The system allows flexible parameter configuration for data analysis, enabling users to adjust monitoring thresholds, select specific data fields for analysis, and customize notification preferences. This parameter-driven approach provides comprehensive analysis capabilities while keeping the system adaptable and manageable through configuration rather than complex hard-coded logic.
Data Source
AI summary
The present disclosure includes descriptions of various aspects of unified communication (UC) systems, including UC management and analysis systems and related tools and techniques. Described systems, tools, and techniques are adapted for enhanced UC data capture, analysis, and reporting; enhanced UC monitoring services; and a user survey service that can be used for conducting user surveys related to UC services. Embodiments disclosed herein include computer systems and methods that can be used for analyzing service level objectives for call quality, classifying calls into distinct categories, and real-time user notification of call quality and reliability issues.