Supervisory management center with parameter testing and alerts

• US 5,381,470 A
• Filed: 05/28/1991
• Issued: 01/10/1995
• Est. Priority Date: 05/28/1991
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Cambray, John E., Scharmer, Andrew J.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/706,251
• Time in Patent Office: 1,323 Days
• Field of Search: 379/216, 379/218, 379/201, 379/265, 379/266, 379/309, 379/92
• US Class Current: 379/216.01
• 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 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: Y10S 379/904 Auto-calling

Abstract

A smart telecommunications supervisor management workstation with monitoring system provides real-time operation statistics and graphical representation of system operation in real time. A standardized graphic user interface and a mouse-driven point and click user friendly interface minimize keyboard entry. A management workstation also generates reports using off-the-shelf spreadsheet packages incorporates data management functions via a highly refined user interface. The management workstation comprises an integrated system for generating alerts based on user-defined criteria for database information. Color-coded or shaded monochrome displays provide ease of viewing. Extensive use of icons allows quick identification and selection of management control functions.

Claims

1. A telecommunications system comprising:

a computerized telephony system incorporating at least an automated out-dialing function and generating a plurality of parameter event signals indicative of various parameters of said at least an automated out-dialing function as said various parameters occur;

at least one agent terminal coupled to said computerized telephony system, and responsive to said automated out-dialing function, for causing said telephony system to generate said plurality of parameter event signals indicative of various parameters of said telephony system and calls processed in accordance with said automated out-dialing function as said various parameters occur; and

at least one supervisory terminal responsive to at lest said computerized telephony system, said at least one supervisory terminal comprising;

a processor having multi-tasking capability and running an operating system;

a mass storage device responsive to said processor, said mass storage device receiving and storing at least some of said plurality of parameter event signals;

an input device, for inputting a plurality of data signals including at least one parameter event alert signal identifying an action to be initiated by said at least one supervisory terminal upon the comparison of a selectable telecommunication system parameter event with an established parameter event alert condition and, at least one selectable parameter event alert relationship signal and at least one parameter event alert value signal, said at least one parameter event alert relationship and at least one parameter event alert value establishing at least one parameter event alert condition to which at least one corresponding parameter vent is to be compared;

a parameter event and parameter event alert associator, for associating at least one parameter event alert with a selectable telecommunication parameter event signal; and

a parameter event alert monitor, for performing a comparison of said plurality of parameter event signals with said established at least one parameter event alert condition, and for generating a signal indicative of a result of said comparison, said signal for initiating said action identified by said at least one parameter event alert signal.

2. The telecommunications system of claim 1 wherein said at least one parameter event alert signal identifies at least one task to be executed, and said processor of said at least one supervisory terminal selectably initiates execution of said at least one task in response to said result of said comparison.

3. The telecommunications system of claim 1 wherein said input device inputs a plurality of parameter event alert signals, and associates at least one of said plurality of parameter event alert signals with at least one selected telecommunication system parameter event.

4. A monitoring system with real-time event detection and alert, for monitoring a plurality of data processing system parameters, comprising:

a parameter event signal receiver, for receiving data processing system parameter event signals, of data processing system parameter events to be monitored, each of said received event signals received as said data processing system parameter events occur, and indicative of the occurrence of at least one corresponding data processing system parameter event;

at least one parameter event alert, said at least one parameter event alert identifying at least one action to be initiated by said monitoring system upon the comparison of a selectable data processing system parameter event with an established parameter event alert condition;

a parameter event and parameter event alert associator, for associating at least one selected data processing system parameter event with said at least one parameter event alert;

at least one selectable parameter event alert relationship and at least one selectable parameter event alert value, for establishing at least one parameter event alert condition to which said at least one selected data processing system parameter event is to be compared;

a parameter event alert monitor, responsive to said received parameter event signals and to said at least one established parameter event alert condition, for comparing said received parameter event signals with said at least one established parameter event alert condition, and for providing at least a signal indicative of the detection of the occurrence of the at least one selectable established parameter event alert condition as indicated by at least one of said plurality of received parameter event signals; and

a parameter event alert initiator, responsive to said signal indicative of the detection of the occurrence of said selectable established parameter event alert condition, for initiating the at least one action identified by said at least one parameter event alert associated with said at least one corresponding data processing system parameter event.

5. The monitoring system of claim 4 further including means for providing said at least one selected data processing system parameter event.

6. The monitoring system of claim 4 further including means for providing said at least one parameter event alert.

7. The monitoring system of claim 4 wherein at least one of said data processing system parameter event signals is received from within said monitoring system.

8. The monitoring system of claim 7 wherein said at least one data processing system event signal includes an event signal selected from the group including the current data and the current time.

9. The monitoring system of claim 4 wherein at least one of said data processing system parameter event signals is received from a source external to said monitoring system.

10. The monitoring system of claim 9 wherein said source, external to said monitoring system, includes at least one data processing device coupled to said monitoring system.

11. The monitoring system of claim 10 wherein said data processing device includes a telecommunications system.

12. The monitoring system of claim 11 wherein said telecommunications system includes a telephony system incorporating at least an automated out-dialer.

13. The monitoring system of claim 10 wherein said monitoring system is coupled to a plurality of telecommunications systems.

14. The monitoring system of claim 4 wherein said at least one parameter event alert relationship is selected from the group including "less than", "greater than", "equal to", and "in the range of".

15. The monitoring system of claim 4 wherein said monitoring system is coupled to at least one input device.

16. The monitoring system of claim 15 wherein said at least one input device provides at least a plurality of data processing system parameter events to be monitored, and a plurality of parameter event alerts.

17. The monitoring system of claim 16 wherein said at least one input device includes at least one mass storage device.

18. The monitoring system of claim 17 wherein said at least one mass storage device includes at least one memory storage unit.

19. The monitoring system of claim 17 wherein said at least one mass storage device includes at least one disk drive.

20. The monitoring system of claim 16 wherein said monitoring system is coupled to a keyboard;

and

wherein said keyboard is operative as said at least one input device.

21. The monitoring system of claim 16 wherein said at least one input device further provides said at least one parameter event alert relationship and said at least one parameter event alert value.

22. The monitoring system of claim 4 wherein said monitoring system further includes means for compiling at least said received data processing system parameter event signals into predetermined data records.

23. The monitoring system of claim 22 wherein said means for compiling includes a database program.

24. The monitoring system of claim 23 wherein said monitoring system is coupled to a display device;

and

wherein said at least one parameter event alert initiates displaying at least a portion of at least one of said predetermined data records on said display device.

25. The monitoring system of claim 24 wherein said display device includes a CRT display screen.

26. The monitoring system of claim 24 wherein said display device includes an audible display device.

27. The monitoring system of claim 24 wherein said display device includes a printer.

28. The monitoring system of claim 24 wherein said at least one predetermined data record is provided in the form of a report.

29. The monitoring system of claim 28 wherein said report includes a predefined report format.

30. The monitoring system of claim 29 wherein said report includes a user definable report format.

31. The monitoring system of claim 25 wherein said monitoring system generates a data processing system parameter event signal whenever at least one predetermined data record is displayed at at least one predetermined location on said CRT display screen.

32. The monitoring system of claim 4 wherein said at least one parameter event alert initiates at least one action on a data processing device coupled to said monitoring system.

33. The monitoring system of claim 25 wherein said at least one parameter event alert initiates changing color of said CRT display screen.

34. The monitoring system of claim 4 wherein said data processing system parameter event signals are received generally simultaneously with the occurrence of said corresponding data processing system events being monitored.

35. The monitoring system of claim 14 wherein said at least one parameter event alert relationship and said at least one parameter event alert value are user selectable.

36. The monitoring system of claim 12 wherein said at least one parameter event alert initiates the termination of dialing of a predetermined list of telephone numbers by said automated out-dialer.

37. The monitoring system of claim 16 wherein at least said plurality of data processing system parameter events to be monitored and said plurality of parameter event alerts are user selectable from said input device.

38. The monitoring system of claim 16 wherein said monitoring system is coupled to a display screen, and wherein a plurality of data processing system parameter events to be monitored, a plurality of parameter event alert relationships, a plurality of parameter event alert values, and a plurality of selectable parameter event alerts are displayed on said display screen;

and

wherein at least one of said plurality of data processing system parameter events, at least one of said parameter event alert relationships, at least one parameter alert value, and at least one of said plurality of selectable parameter event alerts are user selectable from said display screen.

39. The monitoring system of claim 38 wherein said at least one data processing system parameter event, said at least one parameter event alert relationship, said at least one parameter event alert value, and said at least one selectable parameter event alert are user selectable by means of a point and click mouse.

40. The monitoring system of claim 28 wherein said report includes at least a graphical representation of said data.

41. A telecommunication system with real-time event detection and alert, comprising:

a telecommunication system including a telephony system incorporating at least an automated out-dialer, said telecommunication system generating a plurality of parameter event signals indicative of various parameters of said telecommunication system;

a real-time monitoring system including;

a parameter event signal receiver, coupled to said telecommunication system, for receiving said parameter event signals as said parameter event signals occur, each of said parameter event signals indicative of the occurrence of at least one corresponding parameter event occurring as a result of operation of said telecommunication system;

a plurality of parameter event alerts, each parameter event alert identifying a parameter event alert action to be initiated by said monitoring system upon the comparison of a selectable telecommunication system parameter event with an established parameter event alert condition;

a parameter event and parameter event alert associator, for associating at least one selected telecommunication system parameter event with at least one of said plurality of parameter event alerts;

at least one selectable parameter event alert relationship and at least one selectable parameter event alert value, for establishing at least one parameter event alert condition to which said at least one selected telecommunication system parameter event is to be compared;

a parameter event monitor, responsive to said received parameter event signals and to said at least one established parameter event alert condition, for comparing said received parameter event signals with said at least one established parameter event alert condition, and for providing at least a signal indicative of the detection of the occurrence of the at least one established parameter event alert condition as indicated by at least one of said plurality of received parameter event signals; and

a parameter event alert initiator, responsive to said signal indicative of the detection of the occurrence of said established parameter event alert condition, for initiating the parameter event alert action identified by each parameter event alert associated with said at least one selected telecommunication system parameter event.