System and method for providing call statistics in real time

• US 6,404,883 B1
• Filed: 11/09/1998
• Issued: 06/11/2002
• Est. Priority Date: 06/28/1996
• Status: Expired due to Fees

• Current Assignee: Intel Corporation
• Original Assignee: Intel Corporation
• Inventors: Hartmeier, Martina K.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Foster, Roland G.
• Application Number:
  US09/189,094
• Time in Patent Office: 1,310 Days
• Field of Search: 379/265, 379/266, 379/309, 379/93.17, 379/93.23, 379/100.13, 379/201, 379/112, 379/113, 379/34, 379/266.01, 379/266.06, 379/266.08, 379/266.1, 370/352-356
• US Class Current: 379/265.03
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A display tool and a call distribution system that provides queue and agent statistics, resulting from telecommunications events (i.e., service calls), for viewing on a monitor of a computer. A first server receives information associated with the telecommunications events, including queue and agent statistics, and places the information in a predetermined record format. The information is forwarded to a second server interconnected in a network. A module executed on a specific end node (e.g., computer) enables communications between the second server and the computer. This module is configured to control the computer to retrieve the information and create a display window to display contents of the information on the monitor in real-time.

Claims

1. A call distribution system comprising:

a first call management system (CMS) server at a first site to obtain first data pertaining to an incoming call activity of telecommunication events, the first data forming a first predetermined data structure format;

a second CMS server at a second site to obtain second data pertaining to an incoming call activity of telecommunication events, the second data forming a second predetermined data structure format;

a local server coupled to the first CMS server to periodically receive the first data including a first queue and agent statistics;

a remote local server coupled to the second CMS server to periodically receive the second data including a second queue and agent statistics, the local server being connected to the remote local server via a wide area network communication link to monitor the second data including information on the second queue at a remote site; and

a computer coupled to the local server to retrieve one of the first and second data to create a display window for displaying agent statistics in real time, the second data originating from the remote local server.

2. The call distribution system of claim 1 further comprising:

a private branch exchange (PBX) device to receive a plurality of incoming calls directed to a local site and to contain the plurality of incoming calls in the first queue.

3. The call distribution system of claim 2, wherein the computer operates under a network communication protocol including a Transmission Control Protocol/Internet Protocol (TCP/IP).

4. The call distribution system of claim 3, wherein the first predetermined data structure comprises:

a first field including a vector directory number being a telecommunications switch extension number providing information about the nature of one of the plurality of incoming calls;

a second field including a number of outstanding calls associated with the telecommunications switch extension number that are awaiting service; and

a third field including a time value of a longest duration that one of the number of outstanding calls has been awaiting service.

5. The call distribution system of claim 4, wherein the first predetermined data structure further includes a fourth field including information identifying which of a plurality of sites the one of the plurality of calls is directed.

6. The call distribution system of claim 1, wherein the local server is coupled to the first CMS via a local area network.

7. A method comprising:

obtaining first data pertaining to an incoming call activity of telecommunication events from a first site;

forming the first data in a first predetermined data structure format;

receiving the first data periodically by a local server;

obtaining second data pertaining to an incoming call activity of telecommunication events from a second site;

forming the second data in a second predetermined data structure format;

receiving the second data periodically by a remote local server, the local server being connected to the remote local server via a wide area network communication link to monitor the second data, the second data including information on a second queue at the second site;

retrieving one of the first and second data by an executable application, the second data originating from the remote local server; and

creating a display window to display, in real-time and in one of a graphical and textual representations, agent statistics.

8. The method of claim 7, wherein a telecommunications event includes a telephone call.

9. The method of claim 8, wherein the forming first data into the first predetermined data structure format includes loading a vector directory number into a first field of a data structure, the vector directory number to provide information concerning the telephone call.

10. The method of claim 9, wherein the forming the first data into the first predetermined data structure format further includes loading a number of outstanding telephone calls associated with the vector directory number that are awaiting service into a second field of the first predetermined data structure.

11. The method of claim 10, wherein the forming the first data into the first predetermined data structure format includes loading a time value indicating a longest duration that one of the number of outstanding telephone calls has been awaiting service.

12. The method of claim 11, wherein the forming the first data into the first predetermined data structure format includes loading information into a fourth field, the information identifying one of a plurality of sites to which the one of the plurality of telephone calls is directed.