Method and Apparatus to Troubleshoot Voice Over Internet Protocol (VolP)

Abstract

Embodiments of the invention provide method and apparatus to allow a subscriber to enter a pre-specified digit sequence using the phone terminal's keypad to induce a special data collection mode for the impaired call. The digit sequence is handled in a special manner to avoid inadvertent selection of options in an Interactive Voice Response (IVR) system into which the subscriber may be dialed, or inadvertent triggering of network-based supplementary call services.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described the invention in general terms, reference will now be made to the accompanying drawings, which are not necessarily drawn to scale, and wherein:

FIG. 1 is a block diagram illustrative of call placed over a voice-data network;

FIG. 2 illustrative of endpoints in communication system including Voice over Internet Protocol (VoIP) components;

FIG. 3 is a block diagram is a block diagram illustrative of Voice over Internet Protocol (VoIP) network connections;

FIG. 4 is a block diagram illustrative of ITSP connection to Voice over Internet Protocol (VoIP) call endpoints; and

FIG. 5 is a flowchart illustrative of method in accordance with an embodiment of the invention.

DETAILED DESCRIPTION

The invention now will be described more fully hereinafter with reference to the accompanying drawings. This invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the invention to those skilled in the art. One skilled in the art may be able to use the various embodiments of the invention.

Referring now to FIG. 4, which is illustrative of ITSP connection to Voice over Internet Protocol (VoIP) call endpoints 400. The option of transmitting call data to ITSP facilities 430 in real time enables correlation of problems across the entire VoIP call connection. In a typical VoIP call arrangement, both the call signaling and media streams are processed and relayed by the ITSP network nodes. Thus, the ITSP may remotely induce the troubleshooting mode at the other endpoint of the call 412, 413, . . . , 41N, collect the resulting data, and correlate these data with data obtained from the first endpoint 411. 41N depicts a multi-party conference an implementation. In addition, if the ITSP has visibility into the intervening network nodes 421, 422, . . . , 42N, through which the call passes (e.g. when the ITSP owns a dedicated VoIP network or is an ISP/NSP), the ITSP may obtain additional state information to be correlated with the data sets from call endpoints. It is essential that the ITSP do so in real time, since the state of the network during the call is transient in nature and may be impossible to observe later.

Nodes on an IP network may include end-point VoIP network clients such as residential media gateways (RMG's), access devices such as Internet Protocol Phones (IPPs), wireless IPPs or their components such as DSPs, voice channels, codecs running on the DSPs, and individual algorithms used by a codec. In each channel, different modules of software may run voice-related algorithms that may include echo cancellation, packet loss concealment, and voice codecs.

Embodiments of the invention give the subscriber an ability to induce capturing of data on the VoIP call problems as they occur. Thus, the ITSP has a better chance of resolving the problems and retaining the subscriber as a satisfied customer.

Embodiments of the invention leverage subscriber's knowledge of the presence of real-time call quality impairments. A method in accordance with an embodiment of the invention is illustrated in FIG. 5. Beginning at 500, during a low-quality call, or right after noticing that a call may have been dropped by the other party, the subscriber enters a pre-specified sequence of digits using the phone's keypad 510. The word phone should not be deemed limited and can encompass any access device allowing access to the network. The pre-specified sequence of digits may be programmed in the VoIP gateway either at the time of its manufacture, or by the ITSP upon gateway deployment, and may be modified from time to time after the initial deployment.

This sequence has to be easily memorizable, short and unique, such that it is unlikely to cause inadvertent selection of options in an Interactive Voice Response (IVR) system the subscriber may be dialed into, or inadvertent triggering of network-based supplementary call services. Likewise, the sequence should not inadvertently trigger a supplementary call service that the ITSP may support.

Examples of this “dial to troubleshoot VoIP” sequence include:

• • “#*#”—usually the pound sign “#” is used to terminate a digit sequence entry in an IVR
  • “###”
  • “##*”

As an added protection against inadvertent selection of options in the IVR or triggering of supplementary services, the VoIP gateway may buffer the sequence digits and not transmit them unless the entire sequence is not completed within a pre-configured timeout. For example, in the case of a three-digit sequence, if the subscriber quickly enters only one or two first digits of the sequence and then pauses, upon reaching a several second timeout, the VoIP gateway may proceed with transmission of these digits to the network. Otherwise, the gateway would wait for the final digit and transmit the entire three-digit sequence only if it is not a troubleshooting sequence, thus preventing inadvertent action in the IVR or triggering of supplementary call services.

After the VoIP gateway recognizes the troubleshooting digit sequence 520, the VoIP gateway enters a call troubleshooting mode 530, which may also be signaled to the ITSP facilities either in the voice band, out-of-band (i.e., through extensions in the signaling channel), or both. The gateway may optionally locally signal entering this mode by emitting a tone or a pre-recorded verbal notification to the subscriber's phone. In addition, the gateway may indicate that this mode is entered by using visual notification on its front panel, e.g. by turning on or blinking a light signal, or by displaying a special message. The troubleshooting mode remains active until the subscriber hangs up the phone and all troubleshooting data have been collected and/or transmitted, as described below.

In general, the VoIP gateway may take several actions in troubleshooting mode:

Collect Data 540

This is the simplest response that entails recording and local storage of the current call characteristics in the VoIP gateway. These data, possibly accumulated from multiple problems calls in the buffer 560, can later be retrieved by the ITSP personnel, either remotely or on-site, to troubleshoot the problem. The data may also be automatically sent by the gateway to ITSP facilities some time after the troubleshooting mode ends, e.g. during low call activity at nighttime 570.

Transmit Data to ITSP in Real Time.

This entails the collection of call data and simultaneous transmission of these data to ITSP facilities for subsequent analysis. If the ITSP facilities are unresponsive due to peak usage conditions, the data is buffered 560 on the gateway and sent later 570, as described above. The method ends 580.

Conduct Interactive Troubleshooting.

This entails the VoIP gateway prompting the subscriber, by means of pre-recorded verbal messages, to take certain troubleshooting actions. Alternatively, this mode may entail real-time interaction with ITSP's Customer Support personnel if such is available at that time. While this mode is the most effective, it is also the most disruptive to the current call and may not be desirable by the subscriber or the remote party, especially if call impairments are not critical in nature. This mode may be triggered by the subscriber entering an alternative digit sequence.

Many modifications and other embodiments of the invention will come to mind to one skilled in the art to which this invention pertains having the benefit of the teachings presented in the foregoing descriptions, and the associated drawings. Therefore, it is to be understood that the invention is not to be limited to the specific embodiments disclosed. Although specific terms are employed herein, they are used in a generic and descriptive sense only and not for purposes of limitation.

Claims

1. A method for troubleshooting a telecommunication network, said method comprising: entering a pre-specified sequence of digits using a keypad on an access device;recognizing the pre-specified sequence of digits as a troubleshooting digit sequence;entering a call troubleshooting mode and optionally signaling this mode to the network or to the local subscriber, or both;capturing a plurality of call characteristics; andending the call troubleshooting mode when the subscriber hangs up the phone and all troubleshooting data have been collected.

2. The method according to claim 1, further comprising: buffering the pre-specified sequence of digits; andtransmitting the buffered sequence of digits if the pre-specified sequence of digits is not completed within a pre-configured timeout.

3. The method according to claim 1 or 2, wherein the plurality of call characteristics is transmitted to network facilities simultaneous with capturing.

4. The method according to claim 1 or 2, further comprising: buffering the plurality of call characteristics; andtransmit the plurality of call characteristics during a low activity period.

5. The method according to claim 1 or 2, further comprising: indicating entering the call troubleshooting mode by emitting a tone.

6. The method according to claim 1 or 2, further comprising: indicating entering the call troubleshooting mode by playing a pre-recorded verbal notification to the subscriber's phone.

7. The method according to claim 1 or 2, further comprising: indicating entering the call troubleshooting mode by playing by using visual notification.

8. The method according to claim 1 or 2, further comprising: prompting the subscriber to take certain troubleshooting actions.

9. The method according to claim 1 or 2, further comprising: notifying the network about entering the call troubleshooting mode.

10. The method according to claim 2, wherein a plurality of data from multiple calls are captured.

11. A method for troubleshooting a telecommunication network, said method comprising: entering a pre-specified sequence of digits using a keypad on an access device;recognizing the pre-specified sequence of digits as a troubleshooting digit sequence for a real-time interactive mode; andentering a real-time interactive mode with support personnel.

12. The method according to claim 10, further comprising: buffering the pre-specified sequence of digits; andtransmitting the buffered sequence of digits if the pre-specified sequence of digits is not completed within a pre-configured timeout.