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Thursday, October 5 • 11:45am - 12:30pm
Enterprise Call Analysis and Generic Call Description

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Did you ever ask yourself how well your call workflows match customer needs? Or what kind of call application your users appreciate the most? Then this session might be for you! We'd like to share our experiences with designing an application for realtime analysis of Asterisk calls. The application is called TPA (Telephone Process Analysis) and analyzes technical call logfiles/databases in order to extract any details useful for further call process evaluation. The ultimate goal is to not only evaluate Asterisk calls, but also to incorporate the call processes of other communication systems used in our call center and remote offices, enabling an enterprise-wide evaluation of communication processes. The technical challenge is to semantically analyze proprietary call data and re-model interesting details in a generic way, so that statistical data of different systems can be connected and evaluated comprehensively. Though this is not decided yet, we are considering to publish this work as open source once it has reached a reasonable maturity level. Key topics: - Business motivation for call analysis - Evaluating enterprise communication processes - Evaluating usage patterns - Identifying bottlenecks and technical problems - Improving business workflows and system setup - Design basics for call analysis - Data Collecting - Sorting & Filtering - Semantic analysis - Generic re-modeling / abstraction - Customized export filters - Asterisk specific call analysis - Data sources (CEL, CDR, Queue) - Characteristics and relations of internal Asterisk IDs - Limitations and solutions in multi-server environments - Simple vs. difficult call scenarios - Ideas for generic call description - Scope and validity of IDs - Cross-system call identification (SIP/Infrastructure) - Elementary call phases and attributes - Extensible data model design

avatar for Ingo Grothues

Ingo Grothues

IT Engineer, LVM Versicherung
Ingo Grothues has been working in the telecommunications R&D sector for more than ten years with a focus on infrastructure and system design. After his studies in Information and Communication Technology at RWTH Aachen University, he worked as Research Engineer at the Ericsson Eurolab... Read More →

Thursday October 5, 2017 11:45am - 12:30pm EDT