WebRTC Session Monitoring With Active Audio Path Testing
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Solution Overview
Problem
Existing WebRTC testing solutions are resource-intensive, limited to one-directional audio quality testing, and struggle with the lack of control over remote workers' home networks, leading to performance and security concerns in call centers.
Innovation Solution
A real-time testing module as a browser extension or application that relays call information to a test server for analysis, actively testing conditions by suspending calls and intercepting audio, providing dashboards with analytics.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If existing WebRTC testing solutions are used, then audio quality testing can be performed, but computing resources are consumed excessively and testing is limited to one direction only
Solution Approach 1:
The testing system is divided into separate testing directions (first direction and second direction) with independent testing modules. Each module can test audio quality in its specific direction using targeted computing resources, avoiding the need to process all traffic through a single resource-intensive system.
Solution Approach 2:
The system performs testing only in the necessary directions rather than attempting to test all possible communication paths simultaneously. The first testing module tests only the first direction and the second testing module tests only the second direction, optimizing resource utilization.
2Reliability
If WebRTC testing is implemented, then communication quality can be monitored, but control over remote workers' home networks is lost
Solution Approach 1:
A cloud-based testing platform acts as an intermediary that receives test results from remote workers' devices and performs analysis centrally. This allows the system to monitor communication quality without requiring direct control over the remote network infrastructure, maintaining security while enabling monitoring.
Solution Approach 2:
The system replaces direct network control mechanisms with data-based monitoring. Instead of controlling network traffic directly, the system collects test results (Jitter, Packet Loss, MOS scores) and analyzes them to assess communication quality, substituting mechanical network control with informational monitoring.
3Ease of repair
If comprehensive testing is performed, then troubleshooting effectiveness improves, but testing complexity increases
Solution Approach 1:
The system automatically collects test results and provides feedback to administrators through a cloud platform. Test results including Jitter, Packet Loss, and MOS scores are transmitted to the cloud where they are analyzed and presented in an understandable format, simplifying the troubleshooting process without increasing operational complexity.
Solution Approach 2:
The testing system operates autonomously by automatically initiating tests, collecting results, and generating reports without requiring manual intervention for each testing step. The system self-manages the testing process, reducing the complexity burden on administrators while maintaining comprehensive testing capabilities.
Data Source
AI summary
A system and method for monitoring, analyzing, and testing calls between computers of remotely working call center agents and callers in real-time. A real-time testing module implemented as a browser extension or a side-loaded application relays live call information and on-demand or periodic passive-test results to a test and dashboard server for analysis and triage. Additionally, the real-time testing module may actively test calling conditions between the agent's equipment and a distant caller by suspending the agents calls and tasks, intercepting and taking command of the agent's audio equipment, and placing a test call to a testing server. Thus, allowing actual data to be used in troubleshooting issues, rather than simulations or synthetic data. Dashboards with analytics and predictions are made available in both the browser application and an end point server for agents and operations/management personnel respectively.