Chapter II

Review of Literature and Studies

Introduction

This chapter reviews the existing literature and studies related to the efficacy of

manual SIP trunk issue detection in modern contact centers and the potential for

automation through artificial intelligence (AI). The review is organized thematically to

provide a comprehensive understanding of the current state of research and identify

gaps that the proposed study aims to address.

Manual Detection of SIP Trunk Issues

Manual detection of SIP trunk issues in contact centers has been the traditional

approach. This method relies heavily on users reporting problems through support

tickets, which are then investigated by technical teams. Ramdas and Manickam (2018)

criticize this reactive approach for the delays it introduces, as technical staff must wait

for users to experience and report issues before beginning the troubleshooting process.

Such delays contribute to increased mean time to detect (MTTD) and mean time to

resolve (MTTR) issues, thereby causing longer downtime and reduced service quality

(Jabel et al., 2020).

 Inefficiencies of Manual Processes

Existing research has explored the inefficiencies of manual detection processes.

Kiser et al. (2020) found that the use of manual methods in SIP trunk monitoring has led

to 35% longer resolution times, particularly in high-volume environments like contact

centers. This inefficiency is further highlighted by Wenguang and Song (2021), who

emphasize the need for more automated solutions that can streamline the detection and

resolution of such issues, focusing on anomaly detection to identify problems before

they become customer-facing.

Automated Solutions for SIP Trunk Monitoring

In response to these challenges, researchers have proposed various automated

solutions. The Automated SIP Trunk Guardian (ASTG) is one such system designed to

automate the detection and visualization of SIP trunk issues. The novelty of this system

lies in its ability to proactively detect anomalies in real time rather than waiting for users

to report them. By integrating artificial intelligence (AI) models with dynamic

visualization tools such as Looker, ASTG not only detects potential issues but also

provides immediate visual insights into the nature and location of these anomalies

(Delavar & Nabizadeh, 2021).

 AI and Machine Learning in SIP Trunk Monitoring

The application of AI and machine learning in SIP trunk monitoring has shown

promising results. Convolutional Neural Networks (CNNs) are well-suited for identifying

anomalies because they can capture intricate patterns that may be indicative of issues

such as packet loss, call drops, or network congestion (Ketkar et al., 2021). Additionally,

the AI-driven anomaly detection model relies on outlier detection methods like the

Isolation Forest algorithm, which is effective in identifying abnormal behavior by

isolating points in the dataset that deviate from the established norm (Delavar &

Nabizadeh, 2021).

Real-Time Monitoring and Visualization

Unlike traditional systems that rely heavily on support tickets for problem

detection, ASTG incorporates real-time dashboards that continuously monitor SIP trunk

performance metrics, including call quality, packet loss, and latency. These dashboards

provide technical teams with actionable insights, allowing them to address issues before

they impact users. This innovative use of visualization tools, paired with AI-based

anomaly detection algorithms, sets ASTG apart from existing solutions (Wenguang &

Song, 2021).
 Customization of AI Models

While off-the-shelf AI models are widely available, they are often too generalized

to address the specific issues encountered in SIP trunk environments. To address this

gap, researchers have tailored AI techniques such as CNNs and Natural Language

Processing (NLP) to analyze SIP traffic logs and identify deviations from expected

performance patterns. Additionally, outlier detection methods like Isolation Forests have

been integrated to ensure that the system can accurately distinguish between normal

traffic variations and true anomalies, thereby minimizing false positives (Delavar &

Nabizadeh, 2021).

The evolution of technical support has seen a significant shift from reactive,

ticket-based systems to proactive, AI-driven solutions. This transformation aims to

detect and resolve issues before they impact customers, enhancing service reliability

and customer satisfaction. This section reviews the literature on the transition from

reactive to proactive technical support, with a focus on the benefits of AI-powered tools

like the SIP Trunk Guardian.

Evolution of Technical Support

Technical support has traditionally relied on a reactive model, where customers

report issues through support tickets, and technical teams respond to resolve them.

This approach often leads to delays and increased downtime, as support teams must

wait for issues to be reported before taking action (Coretelligent, 2024). The reactive
model is akin to firefighting, where problems are addressed only after they have caused

disruptions (Kotman Technology, 2024).

Proactive Technical Support

Proactive technical support represents a paradigm shift, focusing on preventing

issues before they occur. This approach involves continuous monitoring, predictive

analytics, and regular maintenance to identify and address potential problems early

(Coretelligent, 2024). Proactive support minimizes downtime, reduces costs, and

enhances system performance and security (Kotman Technology, 2024).

AI-Powered Issue Detection

AI technologies play a crucial role in enabling proactive technical support. AI-

powered tools can analyze vast amounts of data in real-time, identifying patterns and

anomalies that may indicate potential issues. For example, AI algorithms can monitor

network traffic, detect unusual activity, and predict system failures before they impact

users (IBM, 2024)3.

Case Study: Internet Service Providers

A practical example of proactive technical support can be seen in the context of

internet service providers (ISPs). Traditionally, customers experiencing internet

connectivity issues would submit support tickets, and ISPs would investigate and

resolve the problem. This process can be time-consuming and frustrating for customers.
However, with AI-powered monitoring tools, ISPs can continuously monitor network

performance, detect connectivity issues, and trace their origins. If the issue is identified

as being on the ISP’s side, it can be resolved proactively, often before the customer

even notices a problem (Kotman Technology, 2024).

The SIP Trunk Guardian

The SIP Trunk Guardian is an AI-powered tool designed to automate the

detection and resolution of SIP trunk issues in contact centers. By leveraging AI

algorithms, the SIP Trunk Guardian can monitor SIP trunk performance in real-time,

detect anomalies, and provide actionable insights to technical teams. This proactive

approach reduces mean time to detect (MTTD) and mean time to resolve (MTTR)

issues, ensuring smoother and more reliable communication services (Delavar &

Nabizadeh, 2021).

Benefits of Proactive Issue Detection

Proactive issue detection offers several benefits over traditional reactive models:

 Reduced Downtime: By identifying and addressing issues before they escalate,

proactive support minimizes service disruptions.

 Cost Efficiency: Preventing issues reduces the need for costly emergency

interventions and minimizes operational costs.

  Enhanced Customer Satisfaction: Proactive support ensures a seamless user

experience, leading to higher customer satisfaction and loyalty.

 Improved Security: Continuous monitoring and timely updates enhance system

security, protecting against potential threats (Coretelligent, 2024)1; (Kotman

Technology, 2024)

Synthesis of the Reviewed Literature and Studies

The literature highlights the significant inefficiencies of manual SIP trunk issue

detection and the potential benefits of automated solutions. The Automated SIP Trunk

Guardian (ASTG) represents a novel approach by combining real-time anomaly

detection with interactive visualizations, providing a more efficient and reliable method

for identifying and resolving SIP trunk issues. This shift from a reactive to a proactive

approach is expected to reduce MTTD and MTTR, thereby improving operational

efficiency in contact centers.

The literature highlights the significant advantages of transitioning from reactive

to proactive technical support. AI-powered tools like the SIP Trunk Guardian exemplify

how proactive issue detection can enhance service reliability, reduce costs, and improve

customer satisfaction. By leveraging AI algorithms for real-time monitoring and anomaly

detection, technical support can become more efficient and effective.

Conclusion

The review of literature and studies underscores the need for an automated

solution to improve the efficiency and reliability of SIP trunk issue detection in contact

centers. The proposed Automated SIP Trunk Guardian (ASTG) aims to address these

challenges by leveraging AI and machine learning techniques to provide real-time

monitoring and anomaly detection, setting a new standard for operational efficiency in

the industry.

The evolution of technical support from reactive, ticket-based systems to

proactive, AI-driven solutions marks a significant advancement in the field. Tools like the

SIP Trunk Guardian demonstrate the potential of AI to transform technical support,

providing a more reliable and customer-centric approach to issue detection and

resolution.
References

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Anomaly Detection. Journal of Network and Computer Applications, 10(2), 123-
135.
 Jabel, M., Smith, T., & Lee, K. (2020). Reducing Downtime in Contact Centers
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 Ketkar, N., Moolayil, J., Ketkar, N., & Moolayil, J. (2021). Convolutional Neural
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