PBX data retrieval and reporting system and method

• US 5,623,540 A
• Filed: 10/05/1994
• Issued: 04/22/1997
• Est. Priority Date: 10/05/1994
• Status: Expired due to Term

• Current Assignee: Siemens Enterprise Communications, Inc. (Atos SE)
• Original Assignee: Siemens Rolm Communications, Inc. (Siemens AG)
• Inventors: Morrison, David, Chin, Barbara, Marinelli, Gale
• Primary Examiner(s): Chin, Wellington
• Assistant Examiner(s): LOOMIS, PAUL A
• Application Number:
  US08/318,317
• Time in Patent Office: 930 Days
• Field of Search: 379/112, 379/113, 379/114, 379/121, 379/265, 379/266, 379/115, 379/34, 379/119, 379/118, 379/117, 379/116, 364/401
• US Class Current: 379/112.01
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/009 in systems involving PBX or KTS networks
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange

Abstract

A system and method is provided for scheduling data collection sessions between a collection computer and one or more computerized branch exchanges (CBXs). Telephone statistics data collected from the CBXs is stored into a database in the collection computer and accumulated according to fixed time intervals and one or more previously created organizational hierarchies. A report generation system and method is also provided for selectively retrieving stored data and formatting it into a report with features including time zone adjustment, time offsets, data element calculations, and "where" conditions, all in a manner which does not require the user to understand the underlying database organization or any programming languages.

Claims

1. A method of collecting information from a computerized branch exchange (CBX) for receipt by a collection computer coupled to the CBX, the CBX having a statistics database comprising a plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said CBX, the method comprising the steps of:

(1) specifying a data collection schedule for collecting one or more of said plurality of statistics records from said statistics database;

(2) generating, from said collection computer, a database selection command for selecting a subset of said plurality of statistics records and transmitting, in accordance with said data collection schedule, said database selection command from said collection computer to said CBX;

(3) receiving at said collection computer one or more of said plurality of statistics records from said CBX in response to said database selection command transmitted from said collection computer;

(4) storing said one or more received statistics records into a collection database on said collection computer;

(5) providing an organizational hierarchy which defines a plurality of accumulation levels over which statistics records from said collection database will be accumulated;

(6) accumulating, in accordance with a first one of said accumulation levels in said organizational hierarchy data values from a plurality of said statistics records from said collection database into a first accumulated record and storing said first accumulated record on said collection computer; and

(7) accumulating, in accordance with a second one of said accumulation levels in said organizational hierarchy, data values from said plurality of said statistics records from said collection database into a second accumulated record and storing said second accumulated record on said collection computer.

2. The method of claim 1, further comprising the step of repeating steps (1) through (4) for each of a plurality of CBXs coupled to said collection computer, each CBX having a separate statistics database.

3. The method of claim 1, further comprising the steps of:

prior to step (2), generating and transmitting a schema inquiry command from said collection computer to said CBX;

receiving, from said CBX in response to said schema inquiry command, schema information identifying database record formats in said statistics database;

determining on the basis of said received schema information whether said database record formats in said statistics database match record formats in said collection database of said collection computer; and

responsive to a determination that said record formats do not match, generating a warning message.

4. The method of claim 1, wherein step (2) comprises the step of generating a database selection command comprising a time interval which qualifies said subset of statistics records to be selected from said statistics database.

5. The method of claim 1, further comprising the steps of:

(8) reading a plurality of statistics records from said collection database;

(9) accumulating data values across said plurality of statistics records read from said collection database and generating therefrom an accumulation record comprising said accumulated data values; and

(10) storing said accumulation record on said collection computer.

6. The method of claim 5, wherein step (9) comprises the step of generating an accumulation record comprising information accumulated over a shift.

7. The method of claim 5, wherein step (9) comprises the step of generating an accumulation record comprising information accumulated over a day.

8. The method of claim 5, wherein step (9) comprises the step of generating an accumulation record comprising information accumulated over a week.

9. The method of claim 8, further comprising the steps of:

(11) repeating step (9) a plurality of times and generating therefrom a plurality of accumulation records each comprising information accumulated over a different week; and

(12) storing each of said plurality of accumulation records on said collection computer.

10. The method of claim 5, further comprising the steps of:

(11) reading said accumulation record; and

(12) generating on said collection computer a formatted report comprising information extracted from said accumulation record.

11. The method of claim 1, further comprising the steps of:

(8) accumulating data values across a plurality of records read from said collection database into a first accumulated record according to a first fixed time interval and storing said first accumulated record on said collection computer; and

(9) accumulating data values across said plurality of records read from said collection database into a second accumulated record according to a second fixed time interval and storing said second accumulated record on said collection computer; and

(10) repeating steps (5) and (6) a plurality of times to generate therefrom a plurality of first and second accumulated records.

12. The method of claim 1, further comprising the steps of:

using a modem to receive said one or more statistics records from said CBX; and

logging off from said CBX after step (3) is completed.

13. The method of claim 1, wherein step (2) comprises the step of verifying the transmission of said database selection command by checking a full duplex echo from said CBX and, responsive to a determination that said transmission is not properly verified, retransmitting said database selection command to said CBX.

14. The method of claim 1, further comprising the step of:

(8) accumulating data values across a plurality of records from said collection database into a time accumulated record according to a fixed time interval and storing said time accumulated record on said collection computer.

15. The method of claim 1, further comprising the step of repeating steps (6) and (7) a plurality of times and generating therefrom a first plurality of accumulated records and a second plurality of accumulated records, each accumulated record corresponding to one of said accumulation levels.

16. The method of claim 15, further comprising the steps of:

specifying criteria for selecting a subset of said first plurality of accumulated records;

retrieving said subset of said first plurality of accumulated records in accordance with said specified criteria; and

generating a formatted report comprising information extracted from said subset of said plurality of accumulated records.

17. The method of claim 16, further comprising the step of automatically scheduling said formatted report generating step in accordance with a user-specified report schedule.

18. The method of claim 16, further comprising the step of reading a report template and formatting said report in accordance with said report template.

19. A system for collecting telephone call information from a first computerized branch exchange (CBX) having a first statistics database comprising a first plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said first CBX, the system comprising:

a scheduler for scheduling a first data collection session with said first CBX in accordance with a first collection schedule;

a command generator, coupled to and responsive to said scheduler, for generating a first database selection command which specifies a first subset of said first plurality of statistics records to be retrieved from said first statistics database;

a communication interface, coupled to said command generator, for transmitting said first database selection command to said first CBX and for receiving statistics records from said first CBX;

a database loader for loading statistics records received by said communication interface into a collection database;

means for providing an organizational hierarchy which defines a plurality of accumulation levels over which statistics records from said collection database will be accumulated; and

an organizational accumulator for accumulating, in accordance with a first one of said accumulation levels in said organizational hierarchy, data values from a plurality of statistics records from said collection database into a first accumulated record and storing said first accumulated record into said collection database, and for accumulating, in accordance with a second one of said accumulation levels in said organizational hierarchy, data values from said plurality of statistics records from said collection database into a second accumulated record and storing said second accumulated record into said collection database.

20. The system of claim 19,

wherein said scheduler further schedules, in accordance with a second collection schedule, a second data collection session with a second CBX having a second statistics database comprising a second plurality of statistics records;

wherein said command generator further generates a second database selection command which specifies a second subset of said second plurality of statistics records to be retrieved from said second statistics database;

wherein said communication interface further transmits said second database selection command to said second CBX and receives statistics records from said second CBX; and

wherein said database loader further loads statistics records received by said communication interface from said second CBX into said collection database.

21. The system of claim 19, further comprising:

a schema compatibility determination function for generating and transmitting a schema inquiry command to said first CBX and for determining, on the basis of schema information returned by said first CBX, whether said database record formats in said first statistics database match database record formats in said collection database; and

a warning generator, responsive to said schema compatibility determination function, for generating a warning message when said database record formats do not match.

22. The system of claim 19, wherein said first database selection command comprises a time interval which qualifies said subset of statistics records to be selected from said first statistics database.

23. The system of claim 19, further comprising a time-based accumulator for reading a plurality of statistics records from said collection database, accumulating data values across said plurality of statistics records read from said collection database, generating therefrom an accumulation record comprising said accumulated data values, and storing said accumulation record into said collection database.

24. The system of claim 23, wherein said time-based accumulator generates an accumulation record comprising data values accumulated over a shift.

25. The system of claim 23, wherein said time-based accumulator generates an accumulation record comprising data values accumulated over a day.

26. The system of claim 23, wherein said time-based accumulator generates an accumulation record comprising data values accumulated over a week.

27. The system of claim 26, wherein said time-based accumulator generates and stores into said collection database a plurality of accumulation records each comprising information accumulated over a different week.

28. The system of claim 23, further comprising a report generator for generating a formatted report comprising information extracted from said accumulation record.

29. The system of claim 19, further comprising a time-based accumulator for accumulating data values across a plurality of statistics records from said collection database into a first accumulated record according to a first fixed time interval and storing said first accumulated record into said collection database, and for accumulating data values across said plurality of statistics records from said collection database into a second accumulated record according to a second fixed time interval and storing said second accumulated record into said collection database.

30. The system of claim 19, wherein said communication interface comprises a modem, and wherein said system logs off from said first CBX after receiving said statistics records from said first CBX.

31. The system of claim 19, further comprising a data integrity checker, coupled to said communication interface, for verifying the transmission of said database selection command by checking a full duplex echo from said first CBX and, responsive to a determination that said transmission is not properly verified, causing said database selection command to be retransmitted to said first CBX.

32. The system of claim 19, further comprising:

a time-based accumulator for accumulating data values across a plurality of statistics records from said collection database into a time accumulated record according to a fixed time interval and storing said time accumulated record into said collection database.

33. The system of claim 19, wherein said organizational accumulator accumulates and stores a plurality of said first accumulated records and a plurality of said second accumulated records in accordance with said first and second accumulation levels respectively.

34. The system of claim 33, further comprising:

a criteria selector for selecting a subset of said first plurality of accumulated records;

a data retriever for retrieving said subset of said first plurality of accumulated records from said collection database; and

a report formatter for generating a formatted report comprising information extracted from said subset of said first plurality of accumulated records.

35. The system of claim 34, further comprising a report scheduler for automatically scheduling said report formatter in accordance with a user-specified report schedule.

36. The system of claim 34, wherein said report formatter reads a user-generated report template and formats said formatted report in accordance with said user-generated report template.

37. The system of claim 19, further comprising means for transmitting to said first CBX a destination file command, wherein said received statistics records are stored into a file name specified in said destination file command.

38. A system for collecting information from a computerized branch exchange (CBX) for receipt by a collection computer coupled to the CBX, the CBX having a statistics database comprising a plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said CBX, the system comprising:

scheduling means for scheduling, from said collection computer, a first data collection session with said first CBX in accordance with a collection schedule;

command generation means, coupled to and responsive to said scheduling means, for generating a first database selection command which specifies a first subset of said first plurality of statistics records to be retrieved from said first statistics database;

transmitting means, coupled to said command generation means, for transmitting said first database selection command from said collection computer to said first CBX;

receiving means for receiving statistics records from said first CBX;

database loading means for loading statistics records received by said receiving means into a collection database on said collection computer;

means for reading a plurality of statistics records from said collection database;

accumulation means for accumulating data values across said plurality of statistics records read from said collection database and generating therefrom an accumulation record comprising said accumulated data values; and

means for storing said accumulation record into said collection database;

wherein said accumulation means accumulates said data values across said plurality of statistics records in accordance with an organizational hierarchy having a plurality of accumulation levels over which statistics records from said collection database may be accumulated.

39. The system of claim 38,

wherein said scheduling means further schedules, in accordance with a second user-modifiable collection schedule, a second data collection session with a second CBX having a second statistics database comprising a second plurality of statistics records;

wherein said command generation means comprises means for generating a second database selection command which specifies a second subset of said second plurality of statistics records to be retrieved from said second statistics database;

wherein said transmitting means comprises means for transmitting said second database selection command to said second CBX;

wherein said receiving means comprises means for receiving statistics records from said second CBX; and

wherein said database loading means comprises means for loading statistics records received by said receiving means into said collection database on said collection computer.

40. The system of claim 38, further comprising means for generating said organizational hierarchy according to user-selectable criteria.

41. A method of collecting information from a computerized branch exchange (CBX) for receipt by a collection computer coupled to the CBX, the CBX having a statistics database comprising a plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said CBX, the method comprising the steps of:

(1) generating and transmitting a schema inquiry command from said collection computer to said CBX;

(2) receiving, from said CBX in response to said schema inquiry command, schema information identifying database record formats in said statistics database;

(3) determining on the basis of said received schema information whether said database record formats in said statistics database match record formats in said collection database of said collection computer;

(4) responsive to a determination that said record formats do not match, generating a warning message;

(5) specifying a data collection schedule for collecting one or more of said plurality of statistics records from said statistics database;

(6) generating, from said collection computer, a database selection command for selecting a subset of said plurality of statistics records and transmitting, in accordance with said data collection schedule, said database selection command from said collection computer to said CBX;

(7) receiving at said collection computer one or more of said plurality of statistics records from said CBX in response to said database selection command transmitted from said collection computer; and

(8) storing said one or more received statistics records into a collection database on said collection computer.

42. A method of collecting information from a computerized branch exchange (CBX) for receipt by a collection computer coupled to the CBX, the CBX having a statistics database comprising a plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said CBX, the method comprising the steps of:

(1) specifying a data collection schedule for collecting one or more of said plurality of statistics records from said statistics database;

(2) generating, from said collection computer, a database selection command for selecting a subset of said plurality of statistics records and transmitting, in accordance with said data collection schedule, said database selection command from said collection computer to said CBX;

(3) receiving at said collection computer one or more of said plurality of statistics records from said CBX in response to said database selection command transmitted from said collection computer;

(4) storing said one or more received statistics records into a collection database on said collection computer;

(5) accumulating data values across a plurality of records read from said collection database into a first accumulated record according to a first fixed time interval and storing said first accumulated record on said collection computer;

(6) accumulating data values across said plurality of records read from said collection database into a second accumulated record according to a second fixed time interval and storing said second accumulated record on said collection computer; and

(7) repeating steps (5) and (6) a plurality of times to generate therefrom a plurality of first and second accumulated records.

43. A method of collecting information from a computerized branch exchange (CBX) for receipt by a collection computer coupled to the CBX, the CBX having a statistics database comprising a plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said CBX, the method comprising the steps of:

(1) specifying a data collection schedule for collecting one or more of said plurality of statistics records from said statistics database;

(2) generating, from said collection computer, a database selection command for selecting a subset of said plurality of statistics records and transmitting, in accordance with said data collection schedule, said database selection command from said collection computer to said CBX;

(3) receiving at said collection computer one or more of said plurality of statistics records from said CBX in response to said database selection command transmitted from said collection computer;

(4) storing said one or more received statistics records into a collection database on said collection computer;

(5) accumulating data values across a plurality of records from said collection database into a first accumulated record according to a fixed time interval and storing said first accumulated record on said collection computer; and

(6) accumulating data values across said plurality of records from said collection database into a second accumulated record according to an organizational hierarchy and storing said second accumulated record on said collection computer.

44. A system for collecting telephone call information from a first computerized branch exchange (CBX) having a first statistics database comprising a first plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said first CBX, the system comprising:

a scheduler for scheduling a first data collection session with said first CBX in accordance with a first user-modifiable collection schedule;

a command generator, coupled to and responsive to said scheduler, for generating a first database selection command which specifies a first subset of said first plurality of statistics records to be retrieved from said first statistics database;

a communication interface, coupled to said command generator, for transmitting said first database selection command to said first CBX and for receiving statistics records from said first CBX;

a database loader for loading statistics records received by said communication interface into a collection database;

a schema compatibility determination function for generating and transmitting a schema inquiry command to said first CBX and for determining, on the basis of schema information returned by said first CBX, whether said database record formats in said first statistics database match database record formats in said collection database; and

a warning generator, responsive to said schema compatibility determination function, for generating a warning message when said database record formats do not match.

45. A system for collecting telephone call information from a first computerized branch exchange (CBX) having a first statistics database comprising a first plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said first CBX, the system comprising:

a scheduler for scheduling a first data collection session with said first CBX in accordance with a first user-modifiable collection schedule;

a command generator, coupled to and responsive to said scheduler, for generating a first database selection command which specifies a first subset of said first plurality of statistics records to be retrieved from said first statistics database;

a communication interface, coupled to said command generator, for transmitting said first database selection command to said first CBX and for receiving statistics records from said first CBX;

a database loader for loading statistics records received by said communication interface into a collection database; and

a time-based accumulator for accumulating data values across a plurality of statistics records from said collection database into a first accumulated record according to a first fixed time interval and storing said first accumulated record into said collection database, and for accumulating data values across said plurality of statistics records from said collection database into a second accumulated record according to a second fixed time interval and storing said second accumulated record into said collection database.

46. A system for collecting telephone call information from a first computerized branch exchange (CBX) having a first statistics database comprising a first plurality of statistics records each containing telephone call measurements relating to telephone lines serviced by said first CBX, the system comprising:

a scheduler for scheduling a first data collection session with said first CBX in accordance with a first user-modifiable collection schedule;

a command generator, coupled to and responsive to said scheduler, for generating a first database selection command which specifies a first subset of said first plurality of statistics records to be retrieved from said first statistics database;

a communication interface, coupled to said command generator, for transmitting said first database selection command to said first CBX and for receiving statistics records from said first CBX;

a database loader for loading statistics records received by said communication interface into a collection database;

a time-based accumulator for accumulating data values across a plurality of statistics records from said collection database into a first accumulated record according to a fixed time interval and storing said first accumulated record into said collection database; and

an organizational accumulator for accumulating data values across said plurality of statistics records from said collection database into a second accumulated record according to an organizational hierarchy and storing said second accumulated record into said collection database.