The users of the internal VoIP service of the company subjectively report to the IT manager low quality of the VoIP/voice service. Analysis of the service through passive probes and other monitoring instruments does not bring to light specific problems. The issue is not consistent.

A week-long assessment of the company VoIP service through Atena BOTs linked to the company PBX.

The issues reported by the users can be objectively pinpointed through active measurement using standard algorithms for the perceptual analysis of voice quality. Possible solutions can be identified through correlation with other network parameters.

The VoIP application (e.g the IP Centrex of an ISP, the iPBX of a company) sometimes stops and the alarm systems do not send messages (e.g. SNMP) to the NOC indicating that that the VoIP platform is not working correctly. Intervention only happens after reports from the end user.

The Atena platform can be inserted into the NOC architecture to proactively monitor the end-tp-end VoIP service through the Atena BOTs. Thresholds of the monitored metrics can be defined in order to identify any malfunction.

The degradation or outage of the VoIP platform can be identified in real-time or near-real-time; intervention can be made immediately by the NOC operator.

An increase in the number of calls that do not reach an operator is not highlighted by the existing systems (passive probes, etc.). Possible reduction of quality on a contact center-type platform that is mission critical for the company's business. Customers may not be able to communicate to their satisfaction to the contact center, running the risk of losing their business.

Tests can be run to check the navigation of the IVR (Interactive Voice Response) tree. The quality of the VoIP calls can be monitored by the Atena BOTS and managed by the conttast center. Thresholds of the monitored metrics can be defined in order to identify any malfunction.

The degradation or outage of the contact center IVR can be identified in real-time or near-real-time; intervention can be made immediately by the NOC operator.

Customers working from home subjectively report low voice quality in their daily use of the company softphone. The context of a non-monitored network makes it hard/complicated to pinpoint the cause of the low quality of the service.

Assessment of the VoIP service through one Atena BOT in the home of the customer and one in the company offices; use of the Atena BOT to measure WiFi parameters.

The issues reported by the users can be objectively pinpointed through active measurement using standard algorithms for the perceptual analysis of voice quality. Possible solutions can be identified through correlation with other network parameters.