US 12,282,400 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., Brisbane (AU)
Filed by Cyara Solutions Pty Ltd, Hawthorn (AU)
Filed on Apr. 26, 2024, as Appl. No. 18/647,357.
Application 18/647,357 is a continuation of application No. 18/307,716, filed on Apr. 26, 2023, granted, now 12,001,304.
Application 18/307,716 is a continuation of application No. 17/975,545, filed on Oct. 27, 2022, granted, now 11,704,214, issued on Jul. 18, 2023.
Application 17/975,545 is a continuation of application No. 16/656,137, filed on Oct. 17, 2019, granted, now 11,567,846, issued on Jan. 31, 2023.
Prior Publication US 2024/0311263 A1, Sep. 19, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 11/26 (2006.01); G06F 11/07 (2006.01); G06F 11/362 (2025.01)
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
 
1. A system for contact center fault diagnostics, comprising:
a diagnostic engine comprising a plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device, wherein the plurality of programming instructions, when operating on the processor, causes the computing device to:
retrieve a test case configured to isolate a root cause of a specific error in operation of a contact center, the test case comprising a plurality of components in a chain of known contact center operations associated with the specific error; and
for each of the plurality of components in the chain of known contact center operations associated with the error:
send an operational instruction to the component;
receive a response from the component to the operational instruction;
calculate a time of response to the operational instruction; and
determine whether the component is a root cause of the specific error by evaluating whether its response meets a threshold time of response and whether the response received from the component matches an expected response for that component.