Computer/telephony integration logging application

• US 6,236,723 B1
• Filed: 06/29/1998
• Issued: 05/22/2001
• Est. Priority Date: 06/29/1998
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Fischer, Lawrence E.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/106,922
• Time in Patent Office: 1,058 Days
• Field of Search: 379/34, 379/35, 379/36, 379/265, 379/266
• US Class Current: 379/265.02
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An automated transaction processing system implements a method for tracking information regarding electronic transactions received by an automated transaction processing system. The method includes the steps of initializing an output file and receiving multiple messages related to a transaction. Each of the messages has several parameters, at least one of which is alphabetic or alphanumeric. The method also includes the steps of converting the associated parameters to a comma separated variable (CSV) format, storing the associated parameters in the CSV format in the output file, and transferring the output file to a database.

Claims

1. A machine implemented method for tracking information regarding electronic transactions received by an automated transaction processing system, comprising:

receiving a plurality of messages related to a transaction, wherein each of the messages comprises a plurality of parameters, at least one of the parameters including an alphabetic parameter;

converting the plurality of associated parameters to a format that is compatible with a relational database;

storing the plurality of associated parameters in the format in an output file; and

transferring the output file to a database.

2. The machine implemented method of claim 1, further comprising:

connecting to a computer/telephony integration (CTI) server;

receiving a handle related to a particular message; and

using the handle to access parameters associated with the particular message.

3. The machine implemented method of claim 2, further including:

initializing the output file, including setting a maximum number of records to be stored in the output file;

determining whether the number of records written to the output file is the maximum;

if the number of records written is the maximum, initializing a next output file, including updating a filename extension; and

if the number of records is not the maximum, receiving a next handle related to a next particular message.

4. The machine implemented method of claim 3, further comprising:

querying the database for information related to telephone calls received; and

in response, generating a report including the information.

5. The machine implemented method of claim 4, further comprising:

receiving information from a CTI application regarding a type of message that the CTI application uses;

when a message of the type is received, transmitting the message to the CTI application; and

if the CTI application alters a parameter associated with the message, receiving the altered parameter.

6. The machine implemented method of claim 5, wherein the CTI application is a routing application, and wherein the routing application maintains a log of messages received by the routing application.

7. The machine implemented method of claim 6, wherein an identity of any CTI application that received a message is a parameter associated with the message.

8. The machine implemented method of claim 7, wherein the information includes:

a number of calls connected in a period of time;

a number of calls completed in the period of time;

information related to routing of a particular call; and

a customer account related to a particular call.

9. A machine-readable medium storing a sequence of instructions that, when executed by a machine, cause the machine to:

generate a message for a telephone call received from a public switched telephone network, including a set of parameters, wherein the set of parameters includes at least one alphabetic parameter;

transmit the message to a computer/telephony integration (CTI) server;

using a message handle associated with the message, retrieve the set of parameters, including at least one alphabetic parameter;

convert the set of parameters to a format that is compatible with a relational database; and

write the converted set of parameters as a record to an output file.

10. The machine-readable medium of claim 9, wherein the instructions further cause the machine to transmit the message from the CTI server to a particular CTI application based upon at least one parameter and based upon request information from the CTI application.

11. The machine-readable medium of claim 10, wherein the set of parameters includes an indication of which CTI application requested the message.

12. The machine-readable medium of claim 11, wherein the instructions, when executed, further cause the machine to write the output file to a relational database.

13. The machine-readable medium of claim 12, wherein the instructions, when executed, further cause the machine to query the relational database for information stored therein.

14. The machine-readable medium of claim 13, wherein the information comprises:

a number of calls connected in a period of time;

a number of calls completed in the period of time;

information related to routing of a particular call; and

a customer account related to a particular call.

15. The machine-readable medium of claim 14, wherein the instructions, when executed, further cause the machine to create a report using the information.

16. The machine-readable medium of claim 15, wherein the relational database is queried using a structured query language.