Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location

• US 6,510,220 B1
• Filed: 03/12/1998
• Issued: 01/21/2003
• Est. Priority Date: 05/31/1996
• Status: Expired due to Term

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Witness Systems Incorporated (Verint Systems Incorporated)
• Inventors: Beckett, Stephen Marshall II, Lamberti, Santino J. Jr., House, Donald Andrew, McDougal, Rebecca L.
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/041,460
• Time in Patent Office: 1,776 Days
• Field of Search: 379/34, 379/265, 379/266, 379/309, 379/32.01, 379/88.11, 379/100.05, 379/133, 379/265.01, 379/268.06, 379/265.07, 379/266.07, 709/224, 345/330, 345/428
• US Class Current: 379/265.06
• CPC Class Codes: G06F 3/1462 with means for detecting differences between the image stored in the host and the images displayed on the remote displays
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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

The present invention relates to simultaneous computer screen and voice monitoring from a remote location, and particularly relates to synchronized telephone and screen monitoring of a computer workstation from a remote location. Such monitoring is useful for providing training and assistance to those using such workstations, especially in connection with telephone use, can also be useful for providing an audit trial of significant on-screen events, or can be used as a trigger to initiate other separate events. In one embodiment, graphics primitives are used to determine localized screen changes which are periodically copied from the monitored workstation desktop and sent over a network to a remote, monitoring, workstation. In another embodiment, localized screen changes are determined by full screen comparison, and sent over a network to a remote, monitoring, workstation.

Claims

1. A method of remotely monitoring on-screen activities of a monitored computer workstation, said monitored computer workstation having a display screen, its own operating system software, and a display driver, comprising the steps of:

(A) intercepting and interpreting at least two graphics primitive function calls made to said display driver to define boundaries of a localized changed screen region sized less than said display screen;

(B) utilizing said boundaries of said localized changed screen region to make a copy of said localized changed screen region by use of said monitored computer workstation operating system; and

(C) transporting said changed region copy to a remote location for view on the screen of a separate monitoring workstation having a separate operating system, such that said screen of said monitoring workstation periodically reflects screen changes made on said monitored workstation.

2. A method of monitoring, on a monitoring workstation, sequential on-screen activities of a monitored computer workstation having a display screen, its own operating system, and a telephone extension, said method comprising:

(A) determining sequential localized changed screen regions which correspond to at least two sequential screen changes, by use of said monitored computer workstation operating system;

(B) recording a telephone conversation occurring before said screen changes, during said screen changes, and after said screen changes; and

(C) playing back said telephone conversation recording in substantial synchronization with said at least two sequential screen changes substantially as they both happened in real time, to allow one at said monitoring computer workstation to simultaneously view on-screen activities and listen to telephone conversations substantially as they occurred at said monitored computer workstation.

3. A method of monitoring, on a monitoring workstation, sequential on-screen activities of a monitored computer workstation having display screen, its own operating system, and a telephone extension, said method comprising;

(A) recording screen change-related data corresponding to two actual sequential screen changes occurring at said monitored computer workstation and storing said screen change-related data, by use of said monitored computer workstation operating system;

(B) recording audio telephone conversation related-data corresponding to audio telephone conversation occurring at said monitored computer workstation before, during, and after said two actual sequential screen changes and storing said audio telephone conversation-related data; and

(C) subsequent to steps “

A” and

“

B”

, playing back, with the use of said screen change-related data and said audio telephone conversation-related data, said audio telephone conversation in substantial synchronization with said two actual sequential screen changes as they both happened in real time at said monitored workstation, to allow one at said monitoring workstation to simultaneously view and hear on-screen and telephone activities substantially as they occurred at said monitored workstation.

4. The method as claimed claim 3, wherein in step A, said recorded data corresponds to local screen changes.

5. The method as claimed in claim 3, wherein in step A, said recorded data corresponds to full screen changes.

6. The method as claimed in claim 3, wherein said recorded data in steps “

A” and

“

B”

, are recorded on a separate server remote from said monitored and said monitoring workstations but connected thereby through a network.