IMPLEMENTING SVM AND ISOLATION FOREST IN DETECTING AND RESOLVING SIP TRUNK ISSUES
DOI:
https://doi.org/10.29121/shodhai.v2.i2.2025.60Keywords:
Sip Trunk, Anomaly Detection, Isolation Forest, One-Class SVM, Contact Center, MTTD, MTTR, Automated Monitoring, ISO/IEC 25010Abstract
The rise of Session Initiation Protocol (SIP) trunks has significantly enhanced voice communications in contact centers, offering benefits such as cost efficiency and scalability. However, these advancements also introduce technical challenges like call drops and network disruptions. Traditional manual detection methods delay issue resolution, resulting in prolonged downtimes and reduced service quality. This study identifies a critical gap: the need for proactive, real-time monitoring tools to detect and resolve SIP trunk issues before they impact users. To address this gap, the Automated SIP Trunk Guardian (ASTG) was developed, integrating machine learning algorithms such as Isolation Forest and One-Class Support Vector Machines (SVM) along with natural language processing (NLP) to automate detection and visualization of anomalies. The system was evaluated using 160 SIP incident samples and expert feedback guided by ISO/IEC 25010. Results demonstrated significant improvements over manual detection, including reduced mean time to detect (MTTD) and mean time to resolve (MTTR), increased precision, recall, and F-measure. This study contributes a practical, operationally validated framework for SIP trunk anomaly detection in contact centers, offering measurable improvements in service reliability and efficiency.
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