Interactive method and system of testing an automated call telephonic communication system

• US 7,680,250 B1
• Filed: 11/24/2004
• Issued: 03/16/2010
• Est. Priority Date: 11/24/2004
• Status: Expired due to Fees

• Current Assignee: Integrated Research Limited
• Original Assignee: Interactive Quality Services Incorporated (Integrated Research Limited)
• Inventors: Koenig, Drew, Brickey, Shan, Zilles, Russell, Coleman, Bill
• Primary Examiner(s): TRAN, QUOC DUC
• Application Number:
  US10/996,696
• Time in Patent Office: 1,938 Days
• Field of Search: 379 9- 904, 379/10.01, 379/10.03, 379/15.01, 379/26.01, 379/26.02, 379/29.01, 379/29.1, 379/32.01, 714/25, 714/26, 714/46, 714/57
• US Class Current: 379/9
• CPC Class Codes: H04L 43/50 Testing arrangements
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

An interactive method and system of testing an automated call telephonic communication system. The method and system includes a testing system configured to test an automated call telephonic and/or telecommunication network. The testing system includes a testing subsystem that conducts the telecommunication test and sends the test results to a monitoring subsystem of the testing system to process the test results and display them to the end user. An end user is able to monitor the testing of the telecommunication system in real time with an Internet-enabled end user station that is in secure communication with the testing system.

Claims

1. A method for testing an automated call telecommunication system utilizing the Internet, the method comprising:

providing a testing system;

launching one or more test calls by the testing system into an automated call telecommunication system during normal operation of that system to test at least one aspect of the performance of the automated call telecommunication system in response to the one or more test calls;

generating test results in response to the test of the at least one aspect of the performance of the automated call telecommunication system;

converting the test results by a charting application into at least one displayable graphical representation, including generating mouse-over content;

securing a communication over the Internet between an Internet-enabled end user station and the testing system; and

causing the graphical representations of the test results to be displayed in real time on the Internet enabled end user station.

2. A method for testing an automated call telecommunication system utilizing the Internet, the method comprising:

providing a testing system;

launching one or more test calls by the testing system into an automated call telecommunication system during normal operation of that system to test at least one aspect of the performance of the automated call telecommunication system in response to the one or more test calls;

generating test results in response to the test of the at least one aspect of the performance of the automated call telecommunication system;

converting the test results by a charting application into at least one displayable graphical representation, including generating hyperlink content;

securing a communication over the Internet between an Internet-enabled end user station and the testing system; and

causing the graphical representations of the test results to be displayed in real time on the Internet enabled end user station.

3. The method of claim 2, wherein the hyperlink content includes a media player to facilitate playing back recorded calls.

4. A testing system to test an automated call telecommunication system, the testing system comprising:

a testing subsystem configured to launch one or more tests calls into the automated call telecommunication system during normal operation of the automated call telecommunication system, wherein the testing subsystem measure at least one parameter of performance of the automated call telecommunication system in response to the one or more test calls;

a monitoring subsystem in communication with the testing subsystem that enables remote monitoring and control of the testing subsystem, comprising

an administrative server to facilitate secure communication between the monitoring subsystem and the Internet-enabled end user station;

an Internet-component in communication with the administrative server to facilitate an interface between the Internet-enabled end user station and the testing subsystem; and

a graphic application storable on the Internet-component to facilitate an interactive graphical representation of results from the tests;

an Internet-enabled end user station in secure communication with the monitoring subsystem on the Internet; and

a graphic user interface on the Internet-enabled end user station to facilitate interaction between the graphical representation and the end user.

5. The system of claim 4, wherein the graphical representation includes a mouse-over function that displays at least one test result when an end user utilizes a pointer of the Internet-enabled end user station to point at an icon on the Internet-component.

6. The system of claim 4, wherein the graphical representation includes a hyperlink function that links information.

7. The method of claim 6, wherein information includes a media player to facilitate playing back recorded calls.

8. The system of claim 4, wherein the graphical representation includes a chart selection graphic user interface, wherein an end user can select a particular chart of test results to view.

9. The system of claim 8, wherein the chart selection graphic user interface includes a chart type table, wherein an end user may select a particular chart type to view.

10. The system of claim 8, wherein the chart selection graphic user interface includes a display table that displays a list of end users currently logged into the monitoring subsystem.

11. The system of claim 8, wherein the chart selection graphic user interface includes a drop-down scrollable list of selectable tests that may be viewed and selected by an end user.

12. The system of claim 8, wherein the chart selection graphic user interface includes a call results icon depressible by an end user, wherein an end user is able to view call results of a particular test.

13. The system of claim 12, further including a call results graphic user interface, wherein an end user can view and select call result information to view more detailed information.

14. The system of claim 4, further including an answer information chart displayable on the Internet-enabled end user station to facilitate displaying answer information.

15. The system of claim 14, wherein the answer information is displayed as a particular geometric shape corresponding to a type of answer result.

16. The system of claim 4, further including a call duration chart to facilitate displaying duration information for each call transmitted during a test.

17. The system of claim 16, wherein the duration information is displayed as a geometric shape.

18. The system of claim 16, further including mouse-over content to facilitate displaying detailed call information.