US 11,704,214 B2
System and method for contact center fault diagnostics
Mark Ryan, Phoenix, AZ (US); and Chris Ryan, Phoenix, AZ (US)
Assigned to CYARA SOLUTIONS PTY LTD, Hawthorn Vic (AU)
Filed by Cyara Solutions Pty Ltd, Melbourne (AU)
Filed on Oct. 27, 2022, as Appl. No. 17/975,545.
Application 17/975,545 is a continuation of application No. 16/656,137, filed on Oct. 17, 2019, granted, now 11,567,846.
Prior Publication US 2023/0122127 A1, Apr. 20, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 11/26 (2006.01); G06F 11/07 (2006.01); G06F 11/36 (2006.01)
CPC G06F 11/26 (2013.01) [G06F 11/0757 (2013.01); G06F 11/3632 (2013.01); H04M 2203/056 (2013.01); H04M 2203/40 (2013.01); H04M 2203/558 (2013.01)] 8 Claims
OG exemplary drawing
 
5. A method for performing contact center fault diagnostics, comprising steps of:
receiving notification of an error in operation of a contact center, using a diagnostic engine comprising at least a plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device;
retrieving one or more test cases for the error, using the diagnostic engine;
for each of a plurality of components in a chain of known contact center operations associated with the error:
sending a plurality of operational instructions to the component;
receiving a response from the component to at least one sent operational instruction;
calculating a time of response to each sent operational instruction; and
determining whether the component is a root cause of the error by evaluating whether its response meets a threshold time of response and whether the response received for the component matches an expected response for that component according to a retrieved test case, using the diagnostic engine.