Apparatus and method for managing a call center
First Claim
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1. An apparatus, comprising:
- a processor adapted for communication via a communication network including;
a monitoring module for requesting and receiving information associated with a device configured for communication via the communication network;
an error counter to record the number of times a device does not reply to a information request;
a warning module for generating and transmitting a warning when the error counter exceeds a predefined tolerance level, anda database server in which to store one or more device error count tolerance levels, a set of device identification information to identify the subject device in the warning, a set of device operating information to be included in the warning and a set of information associated with a desired action plan directing where the warning should be sent.
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Abstract
An apparatus. The apparatus includes a processor adapted for communication via a communication network. The processor includes a monitoring module for requesting and receiving information associated with a device configured for communication via the communication network, and a warning module for generating a warning when the received information is indicative of a predetermined condition.
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Citations
23 Claims
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1. An apparatus, comprising:
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a processor adapted for communication via a communication network including; a monitoring module for requesting and receiving information associated with a device configured for communication via the communication network; an error counter to record the number of times a device does not reply to a information request; a warning module for generating and transmitting a warning when the error counter exceeds a predefined tolerance level, and a database server in which to store one or more device error count tolerance levels, a set of device identification information to identify the subject device in the warning, a set of device operating information to be included in the warning and a set of information associated with a desired action plan directing where the warning should be sent. - View Dependent Claims (2, 3, 4, 5)
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6. A processor adapted for communication via a communication network comprising:
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means for requesting and receiving information associated with one or more devices configured for communication via the communication network; means for incrementing an error counter associated with a device if the device does not reply to a request for information and comparing the error counter value to a series of increasing predetermined tolerance levels; means for generating a warning of escalating urgency when the received information causes the error counter value to exceed a escalating set of predetermined tolerance levels wherein the warning includes a set of device identification information, a desired action plan and a set of device operational information; and means for transmitting the warning. - View Dependent Claims (7, 12)
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8. A computer-readable medium having stored thereon a set of instructions which, when executed by a processor, cause the processor to perform the steps of:
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requesting and receiving information associated with a device configured for communication via the communication network; determining the existence of a predetermined condition for a device from the received information; generating a warning when the received information is indicative of a predetermined condition being met, wherein the warning includes a set of device identification information, a desired action plan and a set of device operational information wherein the device operational information comprises one or more of;
a value indicative of a period of time since the particular device last handled a call, a value indicative of a period of time since a particular voice line connected to the particular device last handled a call, a predefined latency threshold value stipulating the maximum allowable time since a particular voice line last handled a call associated with a particular device, a value associated with an error counter representing the number of queries that did not receive a reply and a predefined tolerance value associated with the error counter; andtransmitting the warning.
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9. A method for managing a call center, comprising:
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monitoring one or more devices and their one or more associated voice lines, which are integral with the call center and which are connected to a communication network, by transmitting a Remote Procedure Call to the device and receiving a reply; measuring an elapsed time since the last reply from a device; comparing the elapsed time to a predefined latency threshold value assigned to the device; repeating the monitoring, measuring and comparing steps until the device'"'"'s predefined latency threshold is surpassed; generating a warning when the predefined latency threshold is surpassed wherein the warning includes a set of device identification information, a desired action plan and a set of device operational information; and transmitting the warning. - View Dependent Claims (10, 11, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A method for managing a call center, comprising:
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means for monitoring one or more devices and their one or more associated voice lines, which are integral with the call center and which are connected to a communication network by requesting and receiving information from the device; means for incrementing an error counter associated with a device if a device does not reply; means for comparing the error counter value to a set of predetermined tolerance levels; means for generating a warning when a predetermined condition is indicated by the error counter value based on the predetermine tolerance levels wherein the warning includes a set of device identification information, a desired action plan and a set of device operational information wherein the device operational information comprises one or more of;
a value indicative of a period of time since the particular device last handled a call, a value indicative of a period of time since a particular voice line connected to the particular device last handled a call, the predefined latency threshold value associated with the particular voice line connected to the particular device, a value associated with an error counter and a predefined tolerance value associated with the error counter; andmeans for transmitting the warning. - View Dependent Claims (23)
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Specification