Method and apparatus for assuring voice over internet protocol service

In one embodiment, the present invention is a method and apparatus for assuring Voice over Internet Protocol service. In one embodiment, a system for assuring Voice over Internet Protocol service includes a performance management platform for collecting performance management data from a plurality of sources in a Voice over Internet Protocol network, for detecting at least one abnormal event in accordance with the collected performance management data, and for reporting a volume of traffic in the Voice over Internet Protocol network and a trouble ticketing system for generating a ticket identifying a root cause of the abnormal event(s).

FIELD OF THE INVENTION

The present invention relates generally to Voice over Internet Protocol (VoIP) communications and relates more particularly to a VoIP service assurance model.

BACKGROUND OF THE INVENTION

Although Voice over Internet Protocol (VoIP) technology has been in use for several years, VoIP service assurance for performance, reliability, and maintenance is a relatively new field in the network management arena. In order to assure VoIP service, it is necessary to identify and respond to potential network- or service-related events in a timely manner.

Thus, there is a need in the art for a method and apparatus for assuring Voice over Internet Protocol service.

SUMMARY OF THE INVENTION

In one embodiment, the present invention is a method and apparatus for assuring Voice over Internet Protocol service. In one embodiment, a system for assuring Voice over Internet Protocol service includes a performance management platform for collecting performance management data from a plurality of sources in a Voice over Internet Protocol network, for detecting at least one abnormal event in accordance with the collected performance management data, and for reporting a volume of traffic in the Voice over Internet Protocol network and a trouble ticketing system for generating a ticket identifying a root cause of the abnormal event(s).

DETAILED DESCRIPTION

In one embodiment, the present invention is method and apparatus for assuring Voice over Internet Protocol (VoIP) service. One embodiment of a VoIP service model according to the present invention collects data from a plurality of sources in a VoIP network and, based on analysis of the collected data, identifies potential network- and/or service-related events in substantially real time. This facilitates proactive, substantially real-time network and service management and performance reporting. Although the present invention is described with the context of VoIP communications, those skilled in the art will appreciate that the present invention may be deployed for use with other IP applications, including, for example IP television (IPTV).

FIG. 1is a schematic diagram illustrating one embodiment of a VoIP service assurance model100, according to the present invention. As illustrated, the model100comprises a VoIP network102, a performance management platform104, a fault management operating system (OS)106, an expert rule system108, and a trouble ticketing system110.

In one embodiment, the VoIP network102includes media servers, network gateway border elements (NGBEs), IP border elements (IPBEs), call control elements (CCEs), and application servers (AS's).

In one embodiment, the performance management platform104is a Concept of One (COO) performance management platform (e.g., a Performance Management Operation Support System (PMOSS)) that provides end-to-end performance reporting, real-time performance surveillance, and network management controls. The performance management platform104is communicatively coupled to the VoIP network102and to the fault management operating system (OS)106. In one embodiment, the performance management platform104collects performance management data from four main sources: (1) an element management system (EMS)112; (2) a network element, such as a media server in the VoIP network102; (3) an enterprise usage collector (EUC)/IntermediatE (ImE)114; and (4) a signaling probe and monitoring module116. The performance management platform104processes the collected data to detect abnormal network or service events and to report traffic volume, and generates performance alerts when abnormal network or service events are detected. Algorithms for generating the alerts may vary depending on the sources of the data used to generate the alerts. In one embodiment, the performance management platform104also performs some correlation of alerts that appear to be related. In a further embodiment, the performance management platform104detects “normal” network or service events that can also give an indication of VoIP network traffic volume. For instance, calculating the number of “call attempts” can help measure network traffic, which in turn helps plan network capacity.

The EMS112provides an interface for managing elements of the VoIP network102. In one embodiment, the management functions supported by the EMS112include provisioning, fault monitoring, and performance monitoring. The EMS provides management information base (MIB) performance records to the performance management platform104. The EUC/ImE114is a call detail record (CDR) collection platform for elements of the VoIP network102. The EUC/ImE114sends raw (i.e., not subject to additional filtering) call detail records (e.g., including call endpoints and time) from various network elements to the performance management platform104. The signaling probe and monitoring module116probes the elements of the VoIP network102for signaling protocols (e.g., data generated when the network elements communicate to set up a call) and correlates call flows for end-to-end call trace (e.g., for troubleshooting). Thus, the signaling probe and monitoring module116provides data regarding VoIP signaling performance and anomalies to the performance management platform104. In one embodiment, the signaling probe and monitoring module116also provides the ability to measure per-call-based performance/service measurements.

The fault management OS106is the target fault management operating system for elements of the VoIP network102and for performance alerts produced by the performance management platform104. The fault management OS106receives the performance alerts generated by the performance management platform104(as well as data from other sources) and correlates the performance alerts and fault alarms. Correlation of alerts allows the fault management OS106to identify the root case of the abnormal network or service events that trigger the alarms. For instance, a plurality of alerts pointing to abnormally low network traffic may indicate a subtle problem with network access, while a plurality of alerts pointing to an unexpected peak in network traffic might indicate a catastrophe impacting the ability of the VoIP network to serve all call customers. Correlation also allows the fault management OS106to suppress alerts that are indicative of a common network or service event (e.g., so that the VoIP service assurance model100is not flooded with redundant alerts). The fault management OS106in turn provides the correlated performance alerts to the expert rule system108, to which the fault management OS106is communicatively coupled. In one embodiment, the fault management OS is a global fault platform (GFP).

In a further embodiment, fault management OS also provides read-only versions of the correlated performance alerts to a global network operations center (GNOC)120, which monitors the overall network traffic condition (not necessarily specialized to VoIP). In one embodiment, the GNOC120employs a GUI or display122for display of performance alerts and traffic volume.

The expert rule system108receives the correlated alerts from the fault management OS106for further business automation before the correlated alerts are passed to the trouble ticketing system110, to which the expert rule system108is communicatively coupled. In one embodiment, the expert rule system108is a rules-you-build-yourself (RUBY) system.

The trouble ticketing system110creates trouble tickets (e.g., textual-based indications) based on the correlated alerts provided by the expert rule system108. Based on the correlated alerts, the trouble ticketing system110creates actionable tickets. In one embodiment, a ticket identifies a network- and/or service-related event that requires corrective action. In a further embodiment, a ticket identifies a source of the network- and/or service-related event. In a further embodiment, the tickets suggest corrective actions that may resolve the network- and/or service-related event (e.g., a “Methods and Procedures” guide that specifies how certain problems should be handled, a selectable menu of actions that can be annotated to reflect technician progress, or a hyperlink to on-line help documents). In a further embodiment still, a ticket triggers a test and provides the results of the test. In one embodiment, the trouble ticketing system110provides the tickets to a VoIP work/liability center118for action. In one embodiment, the VoIP service assurance model100tracks ticket opening and closing times in order to measure a mean time to repair.

The VoIP service assurance model100thus collects data from a plurality of sources in a VoIP network and, based on analysis of the collected data, identifies potential network- and/or service-related events in substantially real time. This facilitates proactive, substantially real-time network and service management and performance reporting for the VoIP network102, which may include a variety of network elements originating from different vendors and manufacturers.

FIG. 2is a flow diagram illustrating one embodiment of a method200for VoIP service assurance, according to the present invention. The method200may be implemented, for example, by the VoIP service assurance model100illustrated inFIG. 1.

The method200is initialized at step202and proceeds to step204, where the performance management platform collects VoIP network performance management data. As discussed above, in one embodiment the performance management data includes at least one of: signaling performance measurements and anomalies, call detail records, and MIB-based performance measurements. In one embodiment, the performance management data is collected from an EMS, an EUC/ImE, and a signaling probe and monitoring module.

In step206, the performance management platform processes the collected performance management data and detects abnormal network and/or service events contained therein. The method200then proceeds to step208, where the performance management platform generates alerts for the abnormal events.

In step210, the fault management OS correlates at least a subset of the alerts generated in step208in order to identify the root cause of the abnormal events. The method200then proceeds to step212and generates a trouble ticket indicative of the cause. The method200forwards the trouble ticket to the VoIP work center for corrective action before terminating in step214.

FIG. 3is a high level block diagram of the service assurance method that is implemented using a general purpose computing device300. In one embodiment, a general purpose computing device300comprises a processor302, a memory304, a service assurance module305and various input/output (I/O) devices306such as a display, a keyboard, a mouse, a modem, and the like. In one embodiment, at least one I/O device is a storage device (e.g., a disk drive, an optical disk drive, a floppy disk drive). It should be understood that the service assurance module305can be implemented as a physical device or subsystem that is coupled to a processor through a communication channel.

Alternatively, the service assurance module305can be represented by one or more software applications (or even a combination of software and hardware, e.g., using Application Specific Integrated Circuits (ASIC)), where the software is loaded from a storage medium (e.g., I/O devices306) and operated by the processor302in the memory304of the general purpose computing device300. Thus, in one embodiment, the service assurance module305for VoIP service assurance described herein with reference to the preceding Figures can be stored on a computer readable medium or carrier (e.g., RAM, magnetic or optical drive or diskette, and the like).