E-mail system and interface for equipment monitoring and control

• US 6,003,070 A
• Filed: 02/25/1997
• Issued: 12/14/1999
• Est. Priority Date: 02/25/1997
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Frantz, Robert H.
• Primary Examiner(s): Maung, Zarni
• Assistant Examiner(s): Barot, Bharat
• Application Number:
  US08/806,556
• Time in Patent Office: 1,022 Days
• Field of Search: 395/200.36-200.37, 395/200.74-200.76, 395/200.3-200.33, 395/200.72, 395/200.8, 705/1, 705/8, 707/10, 707/104, 709/200-203, 709/206-207, 709/227-228, 709/238, 709/244-246, 709/250
• US Class Current: 709/206
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 51/23 Reliability checks, e.g. acknowledgments or fault reporting
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• 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 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange

Abstract

The invention is an interface device that is either integral or peripheral to equipment that requires monitoring and maintenance. The equipment may be a PBX or ACD, but may also include any type of equipment that requires monitoring and/or maintenance. The interface device converts the output from the equipment to e-mail messages that are sent to the technician at a remote location, and converts e-mail instructions from the technician that are received at the interface device to ASCII terminal keystrokes that the PBX receives and understands. The interface can broadcast multiple error messages to multiple recipients. The interface device allows multiple technicians simultaneous access to the equipment. The interface devices provides enhanced access security to the equipment.

Claims

1. An electronic mail system that uses a global network to communicate an equipment originated message from equipment via e-mail to a recipient and to communicate an equipment destined e-mail message to the equipment, thereby enabling bidirectional communication between the equipment and a remote recipient to allow maintenance to be performed remotely for the equipment, the system comprising:

equipment located at an equipment site;

an e-mail link connecting the equipment site to the global network that is capable of sending at least one outgoing e-mail message to the recipient across the global network and that is capable of receiving at least one equipment destined e-mail message from the recipient across the global network; and

an e-mail interpreter, connected between the equipment and the e-mail link, for receiving at least one equipment originated message from the equipment and converting said at least one equipment originated message into said at least one outgoing e-mail message, and converting said at least one equipment destined e-mail message into at least one incoming equipment message and sending said at least one incoming equipment message to the equipment.

2. The system of claim 1, wherein the e-mail interpreter further comprises:

a database having profile information about the recipient and activation criteria;

wherein the e-mail interpreter addresses said at least one outgoing e-mail message to the recipient in accordance with the profile information.

3. The system of claim 2, wherein the e-mail interpreter determines whether to convert said at least one equipment originated message into said at least one outgoing e-mail message in accordance with the activation criteria.

4. The system of claim 3, wherein the e-mail interpreter converts all equipment originated messages into said at least one outgoing e-mail message when the activation criteria is set to a repair mode.

5. The system of claim 3, wherein the e-mail interpreter converts only emergency equipment originated messages into said at least one outgoing e-mail message when the activation criteria is set to an alert mode.

6. The system of claim 2, wherein the e-mail interpreter determines whether to send said at least one outgoing e-mail message to the recipient in accordance with the activation criteria.

7. The system of claim 6, wherein the e-mail interpreter determines to send all outgoing e-mail messages to the recipient when the activation criteria is set to a repair mode.

8. The system of claim 6, wherein the e-mail interpreter determines to send only emergency outgoing e-mail messages to the recipient when the activation criteria is set to an alert mode.

9. The system of claim 2, wherein the e-mail interpreter further comprises:

a database controller for altering both the profile information and the activation criteria.

10. The system of claim 2, wherein said e-mail interpreter can determine to send said at least one outgoing e-mail message to multiple recipients in accordance with the profile information.

11. The system of claim 1, wherein the e-mail interpreter is integral with the equipment.

12. The system of claim 1, wherein the e-mail interpreter is peripherally located to the equipment.

13. The system of claim 1, further comprising:

a ASCII terminal for issuing commands to the equipment; and

a line printer for at least recording information concerning the equipment;

wherein the e-mail interpreter is connected between each of the ASCII terminal, the line printer, and the equipment.

14. The system of claim 13, wherein:

said at least one e-mail interpreter receives the equipment originated message that the equipment is sending to either the ASCII terminal or the line printer and converts the equipment originated message into said at least one outgoing e-mail message; and

the e-mail interpreter receives a command e-mail message from the recipient and converts the command e-mail message into an equipment command message, wherein the equipment responds to the equipment command message as if the equipment command message was inputted on the ASCII terminal.

15. The system of claim 14, wherein:

the e-mail interpreter passes the equipment originated message to either the ASCII terminal or the line printer.

16. The system of claim 1, wherein the equipment is selected from the group consisting of:

a PBX system, an ACD, other telecommunications equipment, a security system, a safety system, a vending machine, a photocopier, a home-type appliance, a weather alert system, a lighting system, a computer, a printer, a vehicle, personal monitoring system, a building environmental control system, and any combination thereof.

17. The system of claim 1, wherein said at least one equipment originated message is selected from the group consisting of:

a system message, an error message, an interrupt, register content, memory mapping, memory content, software description, configuration setting, error log content, and any combination thereof.

18. The system of claim 1, wherein said at least one incoming equipment message is selected from the group consisting of:

system command, request for information, upgrade instruction, and any combination thereof.

19. The system of claim 1, wherein the equipment destined and outgoing e-mail messages include textual information.

20. The system of claim 1, wherein the equipment has a primary function, and the equipment destined and outgoing e-mail messages include communication which is separate and independent from the primary function of the equipment.

21. The system of claim 1, wherein the e-mail link allows multiple of the recipients simultaneous communication access to the equipment.

22. The system of claim 1, further comprising:

an e-mail generator that sends said at least one outgoing e-mail message to the recipient.

23. The system of claim 1, wherein said maintenance comprises querying, monitoring, repairing, upgrading, and other functions to be performed for the equipment.

24. The system of claim 1, wherein said at least one equipment originated message originates in response to communication from the recipient.

25. The system of claim 1, wherein said at least one equipment originated message originates independent of communication from the recipient.

26. An electronic mail interface for connecting equipment to an e-mail system that sends and receives messages between the equipment and a recipient, wherein such communication allows for maintenance to be performed remotely for the equipment, the interface comprising:

a database having profile information about the recipient;

means for interpreting an equipment originated message and converting the equipment originated message into an outgoing e-mail message;

means for sending the outgoing e-mail message to the recipient in accordance with the profile information;

means for receiving an incoming e-mail message from the recipient; and

means for interpreting the incoming e-mail message and converting the incoming e-mail message into an incoming equipment message that is presented to the equipment.

27. The interface of claim 26, wherein the database stores activation criteria and wherein the means for interpreting an equipment originated message determines whether to convert the equipment originated message into an outgoing e-mail message in accordance with the activation criteria.

28. The interface of claim 27, wherein the means for interpreting an equipment originated message converts all equipment originated messages into an outgoing e-mail message when the activation criteria is set to a repair mode.

29. The interface of claim 27, wherein the means for interpreting an equipment originated message converts only emergency equipment originated messages when the activation criteria is set to an alert mode.

30. The interface of claim 26, wherein the database stores activation criteria and wherein the means for interpreting an equipment originated message determines whether to send the outgoing e-mail message to the recipient in accordance with the activation criteria.

31. The interface of claim 30, wherein the means for interpreting an equipment originated message determines to send all outgoing e-mail messages to the recipient when the activation criteria is set to a repair mode.

32. The interface of claim 30, wherein the means for interpreting an equipment originated message determines to send only emergency outgoing e-mail messages to the recipient when the activation criteria is set to an alert mode.

33. The interface of claim 27, further comprising:

a database controller for altering both the profile information and the activation criteria.

34. The interface of claim 26, wherein the e-mail interface is integral with the equipment.

35. The interface of claim 26, wherein the e-mail interface is peripherally located to the equipment.

36. The interface of claim 26, wherein the equipment is a PBX system.

37. The interface of claim 26, wherein the equipment is at least one of the following:

an ACD, other telecommunications equipment, a security system, a safety system, a vending machine, a photocopier, a home-type appliance, a weather alert system, a lighting system, a computer, a printer, a vehicle, personal monitoring system, and a building environmental control system.

38. The interface of claim 26, wherein the incoming and outgoing e-mail messages include textual information.

39. The interface of claim 26, wherein the equipment has a primary function, and the incoming and outgoing e-mail messages include communication which is separate and independent from the primary function of the equipment.

40. The interface of claim 26, wherein multiple of said recipients are allowed simultaneous communication access to the equipment.

41. The interface of claim 26, wherein said means for sending the outgoing e-mail message to the recipient in accordance with the profile information can send said outgoing e-mail message to multiple recipients in accordance with said profile information.

42. The interface of claim 26, wherein said means for interpreting an equipment originated message and said means for interpreting the incoming e-mail message and converting the incoming e-mail message are an e-mail interpreter.

43. The interface of claim 26, wherein said maintenance comprises querying, monitoring, repairing, upgrading, and other functions to be performed for said equipment.

44. The interface of claim 26, wherein said equipment originated message originates in response to communication from said recipient.

45. The interface of claim 26, wherein said equipment originated message originates independent of communication from said recipient.

46. A method of performing bidirectional communication between equipment and a remote technician to enable remote maintenance for the equipment, the method comprising:

receiving at least one equipment originated message from the equipment;

converting said at least one equipment originated message into at least one outgoing e-mail message;

sending said at least one outgoing e-mail message across a global network to at least one technician;

receiving at least one equipment destined e-mail message from said at least one technician across a global network;

converting said at least one equipment destined e-mail message into at least one equipment command message; and

sending said at least one equipment command message to the equipment.

47. The method of claim 46, wherein said equipment is selected from the group consisting of:

a PBX system, an ACD, other telecommunications equipment, a security system, a safety system, a vending machine, a photocopier, a home-type appliance, a weather alert system, a lighting system, a computer, a printer, a vehicle, personal monitoring system, a building environmental control system, and any combination thereof.

48. The method of claim 46, wherein said equipment originated message is selected from the group consisting of:

an error message, an interrupt, register content, memory mapping, memory content, software description, configuration setting, error log content, and any combination thereof.

49. The method of claim 46, wherein said equipment command message is selected from the group consisting of:

system command, request for information, upgrade instruction, and any combination thereof.

50. The method of claim 46, wherein said equipment has a primary function, and the equipment destined and outgoing e-mail messages include communication which is separate and independent from the primary function of the equipment.

51. The method of claim 46, wherein said converting said at least one equipment originated message into said at least one outgoing e-mail message is performed in accordance with a predefined activation criteria.

52. The method of claim 46, wherein said sending said at least one outgoing e-mail message is performed in accordance with profile information about the technician.

53. The method of claim 52, wherein said sending said at least one outgoing e-mail message is performed in accordance with a predefined activation criteria.

54. The method of claim 46, wherein said maintenance comprises querying, monitoring, repairing, upgrading, and other functions to be performed for said equipment.

55. The method of claim 46, wherein said equipment originated message originates in response to communication from said technician.

56. The method of claim 46, wherein said equipment originated message originates independent of communication from said technician.