Life of call utility

• US 20030110164A1
• Filed: 11/28/2001
• Published: 06/12/2003
• Est. Priority Date: 11/28/2001
• Status: Abandoned Application

• Current Assignee: Siemens Information And Communication Networks, Inc.
• Original Assignee: Siemens Information And Communication Networks, Inc.
• Inventors: Morrison, David, Kappell, Charles G. III, Ernst, Tammy K.
• Application Number:
  US10/014,146
• Publication Number:
  US 20030110164A1
• Time in Patent Office: Days
• US Class Current: 707/3
• CPC Class Codes: G06F 16/3322 using system suggestions G06F16/3325 takes precedence

Abstract

A telecommunications call center includes a controller (301), graphical user interface (302), a database (304), and a query engine (306). The controller (301) stores call information in the database (304), such as call length, duration, party, time, and the like. The graphical user interface (302) subsequently allows a user to enter query fields for a query of the database. The query engine (306) reads the entries, generates a Structured Query Language (SQL) query, and returns results via the graphical user interface.

Claims

1. A telecommunications call center, comprising:

a database for storing call information;

a query engine operably coupled to said database; and

a graphical user interface coupled to provide query parameters in a text form; and

wherein said query engine is adapted to translate said query parameters into a database-readable form.

2. A telecommunications call center in accordance with claim 1, said database-readable form comprising a Structured Query Language (SQL) form.

3. A telecommunications call center in accordance with claim 2, wherein results of a query are provided to said graphical user interface in a text-readable form.

4. A method, for use in a telecommunications call center, comprising:

inputting call center database text query information into a graphical user interface;

translating said call center database text query information into a database-readable query; and

returning a result of said database-readable query to said graphical user interface for display.

5. A method in accordance with claim 4, said translating comprising translating into a Structured Query Language (SQL) form.

6. A method in accordance with claim 5, said inputting further comprising:

selecting one or more fields to view from a first graphical user interface window; and

selecting predetermined criteria to apply to said fields using a second graphical user interface window.

7. A telecommunications system comprising:

one or more telecommunications networks;

a switch configured to switch calls between devices on said one or more telecommunications networks; and

a call center adapted to monitor calls through said switch, said call center including

a database for storing call information;

a query engine operably coupled to said database; and

a graphical user interface coupled to provide query parameters in a text form; and

wherein said query engine is adapted to translate said query parameters into a database-readable form.

8. A telecommunications system in accordance with claim 7, said database-readable form comprising a Structured Query Language (SQL) form.

9. A telecommunications system in accordance with claim 8, wherein results of a query are provided to said graphical user interface in a text-readable form.

10. A telecommunications system in accordance with claim 9, said graphical user interface comprising

a first screen for selecting fields for searching;

a second screen for entering search criteria for said fields; and

a third screen for displaying results of said searching.

11. A method, comprising:

providing one or more telecommunications networks;

providing a switch configured to switch calls between devices on said one or more telecommunications networks; and

providing a call center adapted to monitor calls through said switch, said call center including

a database for storing call information;

a query engine operably coupled to said database; and

a graphical user interface coupled to provide query parameters in a text form; and

wherein said query engine is adapted to translate said query parameters into a database-readable form.

12. A method in accordance with claim 11, said database-readable form comprising a Structured Query Language (SQL) form.

13. A method in accordance with claim 12, wherein results of a query are provided to said graphical user interface in a text-readable form.

14. A method in accordance with claim 13, said graphical user interface comprising

a first screen for selecting fields for searching;

a second screen for entering search criteria for said fields; and

a third screen for displaying results of said searching.

15. A telecommunications method for providing a call center, comprising:

providing a database for storing call information;

providing a query engine operably coupled to said database; and

providing a graphical user interface coupled to provide query parameters in a text form; and

wherein said query engine is adapted to translate said query parameters into a database-readable form.

16. A telecommunications method in accordance with claim 15, said database-readable form comprising a Structured Query Language (SQL) form.

17. A telecommunications method in accordance with claim 16, wherein results of a query are provided to said graphical user interface in a text-readable form.