Avaya Inc.

Lucent Technologies Inc.

Fei Chen

Lorraine Denby

Wen-Hua Ju

James M Landwehr

Jean Meloche

Patrick Tendick

Francis Xavier Zane, Jr

Don X Sun

William S Cleveland

Holger Vatter

The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

System and method for displaying call flows and call statistics

A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances&#x2014;and only those utterances&#x2014;that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

Interactive flowgraph for analyzing caller utterances

A method of internet protocol (IP) address de-aliasing that involves obtaining IP addresses from devices in a network, pinging pairs of the IP addresses by sending packets to pairs of the IP addresses, obtaining ping response orders for the packets, and determining whether the pairs of IP addresses are aliases of the same network device based on the obtained ping response orders.

Method of IP address de-aliasing

A monitoring technique is provided for diagnosing delays in file transfers between a server and a client via a network, which monitoring technique operates to make measurements of ordinary network traffic on a link unique to a given client/server pair connection. In particular, the invention operates to apply a set of rules to partition the file transfer time into increments attributable to specific identified causes. To that end, the invention intercepts and sorts traffic traversing a predetermined monitor point into a set of flows, wherein each flow consists of all of the traffic between one client and one server. For each flow the packet headers and timestamps of all packets passing in each direction are read. The partitioning of the file transfer times is based on the resulting data.

Method and apparatus for identifying delay causes in traffic traversing a network

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Green Brook, NJ, United States of America

Fei Chen