Patent Document ID: 9860368
Application ID: 14179476
Patent Flag: 1

Claim One:
1. In a computer system comprising a server configured to execute a monitoring service, a method comprising, by the monitoring service: testing a user communication service workload within a unified communication system, wherein the testing of the user communication service workload is performed according to a corresponding test rule, and wherein the user communication service workload is selected from the group consisting of instant messaging, voice calls, public switched telephone network (PSTN) calls, conference calls, federated user communications, video calls, desktop sharing, and application sharing; detecting a rule failure associated with the testing of the user communication service workload within the unified communication system according to the test rule; performing an automatic re-test on the test rule in response to the detected rule failure; classifying the rule failure as sustained or intermittent based on a result of the automatic re-test; setting a response priority for responding to the rule failure, wherein the response priority is based on the classification of the rule failure; detecting an additional rule failure associated with the test rule; grouping the rule failures as an incident; classifying the incident as sustained or intermittent; and further classifying the incident as active or inactive.