Method and system for automated call troubleshooting and resolution

An apparatus for call quality troubleshooting and mitigation, the apparatus comprising:

• a memory for storing data from network communication path elements and at least one communication unit;
• and
• a processor, the processor operating to:
• poll physically separate network communication path elements and monitor pathways between the elements to determine network performance data;
• store the network performance data in the memory;
• store a call quality alert received from at least one communication unit in the memory, the at least one communication unit including at least one physical communication unit, and the call quality alert including a simple network management protocol (SNMP) R-value score having a burst density greater than a first predetermined amount and a network loss rate greater than a second predetermined amount;
• in response to receiving the call quality alert, analyze the network performance data from the network communication path elements and the at least one communication unit to determine a cause of the alert and at least one action to mitigate the cause of the alert;
• and
• capturing network conditions under which the alert was generated at the time of the call quality alert.

A non-transitory, computer readable storage medium storing a computer program which when executed by a processing unit performs a method for call quality troubleshooting and mitigation, the method comprising:

• polling physically separate network communication path elements and monitoring pathways between the elements to determine network performance data;
• receiving a call quality alert from at least one communication unit, the call quality alert including a simple network management protocol (SNMP) R-value score having a burst density greater than a first predetermined amount and a network loss rate greater than a second predetermined amount, and the at least one communication unit including at least one physical communication unit;
• in response to receiving the call quality alert, analyzing the network performance data from the network communication path elements and the at least one communication unit to determine a cause of the alert and at least one action to mitigate the cause of the alert;
• and
• capturing network conditions under which the alert was generated at the time of the call quality alert.