Method and apparatus for dispatching services

• US 4,922,514 A
• Filed: 12/29/1988
• Issued: 05/01/1990
• Est. Priority Date: 12/29/1988
• Status: Expired due to Term

• Current Assignee: Dictaphone Corporation (Microsoft Corporation)
• Original Assignee: Dictaphone Corporation (Microsoft Corporation)
• Inventors: Goldson, John D., Ellis, David A., Bergeron, Lawrence E.
• Primary Examiner(s): Schreyer, Stafford D.
• Application Number:
  US07/290,403
• Time in Patent Office: 488 Days
• Field of Search: 379/32, 379/49, 379/39, 379/40, 379/41, 379/45, 379/6, 379/27
• US Class Current: 379/29.01
• CPC Class Codes: H04M 11/045 using recorded signals, e.g. speech

Abstract

A method and system for the dispatch of resources to remote sites in response to alarm signals. A preferred embodiment particularly relates to a system for the dispatch of field service engineers to a plurality of remote sites in response to fault conditions detected in systems for the storage and retrieval of voice signals. A processor accesses a database of field service engineers designated to provide services to particular remote sites in response to alarm signals received from those sites and then attempts to establish a telephone connection with the field service engineer. Once communication is established, the processor provides the field service engineer with information by means of synthetic voice messages. In a preferred embodiment of the subject invention, the system may also execute remote diagnostic programs and where the results of the diagnostic programs are not within predetermined limits, the system will again attempt to contact a field service engineer.

Claims

1. A system for dispatching services, comprising:

(a) means for receiving alarm signals from a plurality of remote sites;

(b) a database of resources for providing said services designated for each of said sites;

(c) control means responsive to said receiving means for;

(c1) identifying a particular site in response to an alarm signal from said particular site;

(c2) accessing said database to determine an ordered list of resources designated for said particular site;

(c3) sequentially attempting to establish, in said order, communications with said resources designated for said particular site;

(c4) cyclically repeating step (c3) until communications are established with one of said resources designated for said particular site, or until operation is otherwise terminated.

2. A system as described in claim 1 further comprising means for reallocating the designations of said resources among said sites and for redefining said order for attempting to establish communications.

3. A system as described in claim 2 wherein said reallocation of designations is predetermined and is carried out in accordance with a predetermined schedule.

4. A system as described in claim 2 wherein said redefinition of said order is predetermined and is carried out in accordance with a predetermined schedule.

5. A system as described in claim 1 wherein said alarm signals represent failures or degradation of operation of equipment located at said remote sites and said resources include service personnel.

6. A system as described in claim 5 wherein said control means establishes communication with said service personnel through the telephone network and communicates with said service personnel by means of synthesized voice messages.

7. A system as described in claim 5 wherein said service personnel respond to communications from said control means by generating telephone signals, such as DTMF tones, to accept or reject assignment.

8. A system as described in claim 7 wherein said service personnel respond to communications from said control means by transmitting their identification code using telephone signals.

9. A system as described in claim 1 wherein said control means communicates with said resources over the telephone network.

10. A system as described in claim 1 wherein said alarm signals comprise additional information identifying the nature of the occurrence which caused said alarm signal, and wherein said control means classifies said alarm signals in accordance with said additional information.

11. A system as described in claim 10 wherein said control means communicates said additional information to said resource with which communications are established.

12. A system as described in claim 10 wherein said control means defers step (c3) in response to alarm signals which are classified into predetermined low priority classifications.

13. A system as described in claim 1 wherein said control means is further for:

(c5) running a remote diagnostic program for

a device located at a selected one of said sites;

(c6) determining if the results of said diagnostic program are within predetermined limits; and

,

(c7) if said results are not within said limits executing steps (c3) and (c4).

14. A system as described in claim 13 wherein said control means further classifies the results of said remote diagnostic program.

15. A system as described in claim 14 wherein said control means communicates the results of said further classification to said resource with which communications are established.

16. A system as described in claim 14 wherein said control means defers execution of steps (c3) and (c4) in accordance with said further classification.

17. A system as described in claim 13 wherein said device comprises means for storage and retrieval of audio signals, and wherein said diagnostic program comprises the steps of:

(a) controlling said storage and retrieval means to store audio signals;

(b) generating and transmitting to said storage and retrieval means an audio signal sequence in accordance with a predetermined script for storage;

(c) controlling said storage and retrieval means to retrieve said stored sequence and transmit said sequence to said control means;

(d) comparing said retrieved sequence with said script and determining the number of errors.

18. A system as described in claim 17 wherein said sequence comprises a sequence of tones in the audio frequency range.

19. A system as described in claim 18 wherein said tones are DTMF tones modified so as not to interfere with standard DTMF tones used as telephone signals.

20. A system as described in claim 1 further comprising an autodialer means responsive to a fault indication signals from a device located at one of said remote sites for generating at least some of said alarm signals.

21. A system as described in claim 20 wherein said receiving means comprises a telephone port responsive to telephone signals transmitted over the telephone network and said autodialer means generates said alarm signals by first establishing a telephone connection with said telephone port and then transmitting an identification code to said control means.

22. A system as described in claim 21 wherein said identification code includes additional information indicating the type of fault in said device.

23. A system as described in claim 1 wherein said system further comprises means for:

(a) maintaining a second database of events, including occurrence of alarm signals and responses of said resources; and

,

(b) generating reports from said second database;

whereby said system may be used to generate statistics relating to things such as the occurrence of alarm conditions at said remote sites and the utilization of said resources, or to bill for the use of said resources.

24. A system for dispatching services, comprising:

(a) a database of resources designated for providing services for each of a plurality of remote sites,

(b) control means for;

(b1) running a remote diagnostic program for a device located at one of said remote sites;

(b2) determining if the results of said program are within predetermined acceptable limits; and

if said results are not within said limits,

(b3) accessing said database to determine an ordered list of resources designated for said one site;

(b4) sequentially attempting to establish, in said order, communications with said resources designated for said one site,

(b5) cyclically repeating step (b4) until communications are established with one of said resources designated for said one site, or operation is otherwise terminated.

25. A system as described in claim 24 further comprising means for reallocating the designations of said resources among said sites and for redefining said order for attempting to establish communications.

26. A system as described in claim 24 wherein said resources are service personnel.

27. A system as described in claim 26 wherein said control means establishes communication with said service personnel through the telephone network and communicates with said service personnel by means of synthesized voice messages.

28. A system as described in claim 25 wherein said control means further classifies the results of said remote diagnostic program.

29. A system as described in claim 28 wherein said control means communicates the results of said further classification to said resource with which communications are established.

30. A system as described in claim 28 wherein said control means defers execution of steps (c3) and (c4) in accordance with said further classification.

31. A system as described in claim 24 wherein said device comprises means for storage and retrieval of audio signals, and wherein said diagnostic program comprises the steps of:

(a) controlling said storage and retrieval means to store audio signals;

(b) generating and transmitting to said storage and retrieval means an audio signal sequence in accordance with a predetermined scrip for storage;

(c) controlling said storage and retrieval means to retrieve said stored sequence and transmit said sequence to said control means;

(d) comparing said retrieval sequence with said script and determining the number of errors.

32. A system as described in claim 31 wherein said sequence comprises a sequence of tones in the audio frequency range.

33. A system as described in claim 32 wherein said tones are DTMF tones modified so as not to interfere with standard DTMF tones used as telephone signals.

34. A system as described in claim 24 wherein said system further comprises means for:

(a) maintaining a second database of events, including occurrence of alarm signals and responses of said resources; and

,

(b) generating reports from said second database;

whereby said system may be used to generate statistics relating to things such as the occurrence of alarm conditions at said remote sites and the utilization of said resources, or to bill for the use of said resources.

35. A method for dispatching resources for providing services to a plurality of remote sites comprising the steps of:

(a) determining the total of available resources;

(b) establishing a database designating, in a predetermined priority order, resources for providing service to each of said remote sites;

(c) responding to alarm signals received from one of said remote sites to determine which of said resources are designated for said one site;

(d) sequentially attempting to establish, in said order, communications with said resources designated for said one site; and

,

(e) repeating step (d) until communications are successfully established with one of said resources designated for said one site, or until operation is otherwise terminated in response to a predetermined event.

36. A method as described in claim 35 wherein said alarm signals represent failures or degradation of operation of equipment located at said remote sites and said resources include service personnel.

37. A method for dispatching resources for providing services to a plurality of remote sites comprising:

(a) determining the total of available resources;

(b) establishing a database designating, in predetermined priority order, resources for providing service to each of said remote sites;

(c) running a remote diagnostic program for a device located at one of said remote sites;

(d) determining if the results of said program are within predetermined acceptable limits; and

if said results are not within said limits;

(e) sequentially attempting to establish communications, in said order, with said resources designated for said one site;

(f) cyclically repeating step (e) until communications are established with one of said resources designated for said one site, or operations, are otherwise terminated.

38. A method as described in claim 37 wherein said resources are service personnel.

39. A method as described in claim 37 wherein said device comprises means for storage and retrieval of audio signals, and wherein said diagnostic program comprises the steps of:

(a) controlling said storage and retrieval means to store audio signals;

(b) generating and transmitting to said storage and retrieval means an audio signal sequence in accordance with a predetermined script for storage;

(c) controlling said storage and retrieval means to retrieve said stored sequence and transmit said sequence to said control means;

(d) comparing said retrieval sequence with said script and determining the number of errors.

40. A method as described in claim 39 wherein said sequence comprises a sequence of tones in the audio frequency range.

41. A method as described in claim 40 wherein said tones are DTMF tones modified so as not to interfere with standard DTMF tones used as telephone signals.

42. A method as described in claim 39 wherein said diagnostic program comprises the further step of comparing the characteristics of tones comprising said retrieved sequence with the characteristics of corresponding tones generated for said audio signal sequence transmitted to said storage and retrieval means, whereby degradation of operation of said storage and retrieval means may be detected.

43. A method of testing a system for storage and retrieval of audio signals comprising the steps of:

(a) inputting first DTMF signals to said system to access said system for storage of audio signals;

(b) inputting a predetermined audio signal to said system for storage, said predetermined audio signal comprising a predetermined sequence of modified DTMF tone;

(c) inputting second DTMF tone to said system to access said system to retrieve said audio signal stored in step (b); and

(d) comparing said audio signal retrieved in step (d) with said predetermined sequence of modified DTMF tones.

44. A method as described in claim 43 wherein said DTMF tones are generated by conventional digital signal processing techniques, where the frequencies of each pair of signals comprised in said DTMF tones are determined in accordance with the center frequency of a control clock signal, and wherein said modified DTMF signals are generated by shifting said center frequency.

45. A method as described in claim 43 comprising the further step of comparing the characteristics of tones comprising said audio signal retrieved in step (c) with the characteristics of corresponding tones comprising said audio signal input in step (b), whereby degradation of operation of said storage and retrieval system may be detected.