Telephony system with supervisory management center and parameter testing with alerts

• US 5,577,112 A
• Filed: 01/10/1995
• Issued: 11/19/1996
• Est. Priority Date: 05/28/1991
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Cambray, John E., Scharmer, Andrew J.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US08/370,990
• Time in Patent Office: 679 Days
• Field of Search: 379/216, 379/201, 379/218, 379/92, 379/265, 379/266, 379/309, 379/34
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: Y10S 379/904 Auto-calling

Abstract

A smart telecommunications supervisor management workstation with monitoring system provides real-time operation statistics and graphical representation of system operation in real time. A standardized graphic user interface and a mouse-driven point and click user friendly interface minimize keyboard entry. A management workstation also generates reports using off-the-shelf spreadsheet packages incorporates data management functions via a highly refined user interface. The management workstation comprises an integrated system for generating alerts based on user-defined criteria for database information. Color-coded or shaded monochrome displays provide ease of viewing. Extensive use of icons allows quick identification and selection of management control functions.

Claims

1. A telecommunications system comprising:

a computerized telephony system generating a plurality of parameter event signals indicative of various parameters of said computerized telephony system as said various parameters occur;

at least one agent terminal coupled to said computerized telephony system, for causing said telephony system to generate said plurality of parameter event signals indicative of various parameters of said telephony system and calls processed as said various parameters occur; and

at least one supervisory terminal responsive to at least said computerized telephony system, said at least one supervisory terminal comprising;

a processor naming an operating system;

a mass storage device, responsive to said processor, said mass storage device receiving and storing at least some of said plurality of parameter event signals;

an input device, for inputting a plurality of data signals including at least one parameter event alert signal identifying an action to be initiated by said at least one supervisory terminal upon the comparison of a selectable telecommunication system parameter event with an established parameter event alert condition and for inputting at least one selectable parameter event alert relationship signal and at least one parameter event alert value signal, said at least one parameter event alert relationship and at least one parameter event alert value establishing at least one parameter event alert condition to which at least one corresponding parameter event is to be compared;

a parameter event and parameter event alert associator, for associating at least one parameter event alert with a selectable telecommunication parameter event signal; and

a parameter event alert monitor, for performing a comparison of said plurality of parameter event signals with said established at least one parameter event alert condition, and for generating a signal indicative of a result of said comparison, said signal for initiating said action identified by said at least one parameter event alert signal.

2. The telecommunications system of claim 1 wherein said at least one parameter event alert signal identifies at least one task to be executed, and said processor of said at least one supervisory terminal selectably initiates execution of said at least one task in response to said result of said comparison.

3. The telecommunications system of claim 1 wherein said input device inputs a plurality of parameter event alert signals, and associates at least one of said plurality of parameter event alert signals with at least one selected telecommunication system parameter event.

4. The telecommunications system of claim 1 wherein said action identified by said at least one parameter event alert signal includes displaying a graphical display on a display device of said at least one supervisory terminal.

5. The telecommunications system of claim 4, wherein said display device includes a CRT display.

6. The telecommunications system of claim 1, wherein said action identified by said at least one parameter event alert signal is undertaken only at one of a plurality of supervisory terminals.

7. The telecommunications system of claim 1, wherein said telephony system includes an automated out-dialer.

8. The telecommunications system of claim 1, wherein said telephony system includes an inbound call handler.

9. A telephony system with real-time event detection and alert, comprising:

a telecommunication system, said telecommunication system generating a plurality of parameter event signals indicative of various parameters of said telecommunication system; and

a real-time monitoring system including;

a parameter event signal receiver, coupled to said telecommunication system, for receiving said parameter event signals as said parameter event signals occur, each of said parameter event signals indicative of the occurrence of at least one corresponding parameter event occurring as a result of operation of said telecommunication system;

a plurality of parameter event alerts, each parameter event alert identifying a parameter event alert action to be initiated by said monitoring system upon the comparison of a selectable telecommunication system parameter event with an established parameter event alert condition;

a parameter event and parameter event alert associator, for associating at least one selected telecommunication system parameter event with at least one of said plurality of parameter event alerts;

at least one selectable parameter event alert relationship and at least one selectable parameter event alert value, for establishing at least one parameter event alert condition to which said at least one selected telecommunication system parameter event is to be compared;

a parameter event monitor, responsive to said received parameter event signals and to said at least one established parameter event alert condition, for comparing said received parameter event signals with said at least one established parameter event alert condition, and for providing at least a signal indicative of the detection of the occurrence of the at least one established parameter event alert condition as indicated by at least one of said plurality of received parameter event signals; and

a parameter event alert initiator, responsive to said signal indicative of the detection of the occurrence of said established parameter event alert condition, for initiating the parameter event alert action identified by each parameter event alert associated with said at least one selected telecommunication system parameter event.