EP0376526A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
Telephone agent management information system
Assignee: AT&T Inc
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Filing: 1989-12-08
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Granted: —
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Expires: 2009-12-08
Abstract
Abstract A computer connected to an ISDN switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN switch and each of the agent stations. The messages are interpreted by the computer which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices.
Inventors
- 👤 Wayne Alan Davidson
- 👤 Sahadat Hossain
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-11-05 15:40
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/22; H04M3/36; H04M3/42; H04M3/50; H04M3/51; H04M3/5125; H04Q; H04Q11/00; H04Q11/04; H04Q11/0428; H04Q3/00; H04Q3/0016; H04Q3/0062; H04M15/00; H04M15/34; H04M2201/00; H04M2201/32; H04M3/42314; H04M3/523; H04M7/00; H04M9/00; H04M9/002; H04Q2213/00; H04Q2213/13516
Claims Analysis
Total Claims: 23
Claim 1
Independent Claim
77 words
A management information generating system for use with an ISDN switching system and a plurality of telephone agent stations connected to said switching system, and comprising: computer means connected to said switching system via an ISDN subscriber line for receiving digital messages from said switching system corresponding to digital call handling messages transmitted between said system and said stations; and said computer means responsive to said digital messages for generating information defining past activities of said stations.
Claim 2
Dependent Claim
77 words
A management information generating system for use with an ISDN switching system and a plurality of telephone agent stations connected to said switching system, and comprising: computer means connected to said switching system via an ISDN subscriber line for receiving digital messages from said switching system corresponding to digital call handling messages transmitted between said system and said stations; and said computer means responsive to said digital messages for generating information defining past activities of said stations.
Claim 3
Dependent Claim
91 words
Apparatus for collecting information on activity of a telephone station connected to a central office switching system, comprising: computer means for connection to said switching system via a subscriber line having a shared call appearance with said station on said switch for receiving shared call appearance associated messages from said switching system; and said computer responsive to said shared call appearance messages transmitted on said subscriber line corresponding to call handling information transmitted between said switching system and said station for generating data representative of call handling activity of said station.
Claim 4
Dependent Claim
91 words
Apparatus for collecting information on activity of a telephone station connected to a central office switching system, comprising: computer means for connection to said switching system via a subscriber line having a shared call appearance with said station on said switch for receiving shared call appearance associated messages from said switching system; and said computer responsive to said shared call appearance messages transmitted on said subscriber line corresponding to call handling information transmitted between said switching system and said station for generating data representative of call handling activity of said station.
Claim 5
Dependent Claim
81 words
Apparatus for collecting information on activities of a plurality of telephone stations connected to an ISDN switching system having ISDN subscriber lines connected thereto said switching system exchanging call handling information with said stations and generating associated ISDN messages corresponding to said call handling information, said apparatus comprising: computing means responsive to said associated ISDN messages for generating data representative of call handling activities of said stations; and means for connecting said computing means to one of said ISDN subscriber lines.
Claim 6
Dependent Claim
81 words
Apparatus for collecting information on activities of a plurality of telephone stations connected to an ISDN switching system having ISDN subscriber lines connected thereto said switching system exchanging call handling information with said stations and generating associated ISDN messages corresponding to said call handling information, said apparatus comprising: computing means responsive to said associated ISDN messages for generating data representative of call handling activities of said stations; and means for connecting said computing means to one of said ISDN subscriber lines.
Claim 7
Independent Claim
123 words
A method of generating management information relating to a plurality of agent stations handling telephone calls via an ISDN switching system, comprising the steps of: connecting computing means to said switch via an ISDN subscriber line; assigning to said computing means shared call appearances with said plurality of stations; transmitting from said switch to said computing means associated ISDN messages corresponding to call handling information exchanged between said switch and each of said stations; interpreting said associated messages at said computing means and recording in said computing means call data defining call initiation times and call termination times for calls involving said stations; and generating at said computing means measurement data defining a measurement of call handling activity for each of said stations.
Claim 8
Independent Claim
123 words
A method of generating management information relating to a plurality of agent stations handling telephone calls via an ISDN switching system, comprising the steps of: connecting computing means to said switch via an ISDN subscriber line; assigning to said computing means shared call appearances with said plurality of stations; transmitting from said switch to said computing means associated ISDN messages corresponding to call handling information exchanged between said switch and each of said stations; interpreting said associated messages at said computing means and recording in said computing means call data defining call initiation times and call termination times for calls involving said stations; and generating at said computing means measurement data defining a measurement of call handling activity for each of said stations.
Claim 9
Dependent Claim
116 words
In combination, an ISDN switching system having ISDN subscriber lines and a plurality of telephone agent stations connected to said system via ISDN subscriber lines for exchanging ISDN messages with said system, and computer means connected to said switching system via one of said ISDN subscriber lines; said switching system transmitting on one of said subscriber lines associated messages representative of ISDN messages transferred between said switching system and said stations; and said computer means comprising means for recording data representative of call status of each call relating to each of said stations and means for recording data representative of call handling activities for all calls for each of said stations over a period of time.
Claim 10
Dependent Claim
116 words
In combination, an ISDN switching system having ISDN subscriber lines and a plurality of telephone agent stations connected to said system via ISDN subscriber lines for exchanging ISDN messages with said system, and computer means connected to said switching system via one of said ISDN subscriber lines; said switching system transmitting on one of said subscriber lines associated messages representative of ISDN messages transferred between said switching system and said stations; and said computer means comprising means for recording data representative of call status of each call relating to each of said stations and means for recording data representative of call handling activities for all calls for each of said stations over a period of time.
Claim 11
Independent Claim
99 words
A method of collecting data representative of call handling activities of a plurality of telephone agent stations connected to an ISDN switching system via ISDN subscriber lines, comprising the steps of: exchanging ISDN control messages between said switching system and said stations over said ISDN lines; transmitting to a computer connected to said switch via an ISDN subscriber line, associated messages corresponding to call handling messages exchanged between said switching system and said stations; interpreting said associated messages at said computer; and generating at said computer data defining call handling activities of said stations over a period of time.
Claim 12
Independent Claim
99 words
A method of collecting data representative of call handling activities of a plurality of telephone agent stations connected to an ISDN switching system via ISDN subscriber lines, comprising the steps of: exchanging ISDN control messages between said switching system and said stations over said ISDN lines; transmitting to a computer connected to said switch via an ISDN subscriber line, associated messages corresponding to call handling messages exchanged between said switching system and said stations; interpreting said associated messages at said computer; and generating at said computer data defining call handling activities of said stations over a period of time.
Claim 13
Dependent Claim
86 words
Apparatus for generating management information for a plurality of telephone stations connected to an ISDN switching system generating associated ISDN messages representative of call handling messages exchanged between said stations and said switch, comprising: computing means; display means connected to said computing means; and interface means for connecting said computing means to an ISDN switching system connected to said stations; and said computing means responsive to said associated ISDN messages for controlling said display means to display data representative of call handling activities of said stations.
Claim 14
Dependent Claim
86 words
Apparatus for generating management information for a plurality of telephone stations connected to an ISDN switching system generating associated ISDN messages representative of call handling messages exchanged between said stations and said switch, comprising: computing means; display means connected to said computing means; and interface means for connecting said computing means to an ISDN switching system connected to said stations; and said computing means responsive to said associated ISDN messages for controlling said display means to display data representative of call handling activities of said stations.
Claim 15
Dependent Claim
138 words
An arrangement for generating data representative of call handling activities of a plurality of telephone agent stations located remotely from each other and each connected to a different one of a plurality of ISDN switching systems, comprising: a plurality of monitoring means, each means individually connected to one of said switching systems and each responsive to ISDN messages communicated between certain of said stations and said individually connected one of said switching systems for generating data representative of call handling activities of each of said stations connected to said individually connected one of said switching systems; computing means responsive to data transmitted by each of said monitoring means for generating data representative of call handling activities for all of said plurality of stations; and means for transmitting data from each of said monitoring means to said computing means.
Claim 16
Dependent Claim
138 words
An arrangement for generating data representative of call handling activities of a plurality of telephone agent stations located remotely from each other and each connected to a different one of a plurality of ISDN switching systems, comprising: a plurality of monitoring means, each means individually connected to one of said switching systems and each responsive to ISDN messages communicated between certain of said stations and said individually connected one of said switching systems for generating data representative of call handling activities of each of said stations connected to said individually connected one of said switching systems; computing means responsive to data transmitted by each of said monitoring means for generating data representative of call handling activities for all of said plurality of stations; and means for transmitting data from each of said monitoring means to said computing means.
Claim 17
Dependent Claim
49 words
The arrangement in accordance with claim 8 wherein each of said switching systems generates associated ISDN messages representative of messages transmitted between said switching systems and said stations and wherein each of said monitoring means interprets said associated messages and sends data defining station activity to said computing means.
Claim 18
Dependent Claim
156 words
An arrangement for collecting data representative of call activities of a plurality of telephone agents, each of said agents having an agent station, certain of said stations connected to a first ISDN switching system and others of said stations connected to a second ISDN switching system, each of said switching systems generating associated messages representative of call handling information exchanged between each of said systems and said connected stations, said arrangement comprising: an ISDN message monitoring device comprising means for connecting to said first and said second switching system and for receiving said associated messages from said first and said second switching systems; and means responsive to associated ISDN messages received from said first and said second switching system representative of ISDN messages exchanged between each of said switching systems and said agent stations for generating data representative of call handling activities of all of said agents connected to said first and said second switching systems.
Claim 19
Dependent Claim
156 words
An arrangement for collecting data representative of call activities of a plurality of telephone agents, each of said agents having an agent station, certain of said stations connected to a first ISDN switching system and others of said stations connected to a second ISDN switching system, each of said switching systems generating associated messages representative of call handling information exchanged between each of said systems and said connected stations, said arrangement comprising: an ISDN message monitoring device comprising means for connecting to said first and said second switching system and for receiving said associated messages from said first and said second switching systems; and means responsive to associated ISDN messages received from said first and said second switching system representative of ISDN messages exchanged between each of said switching systems and said agent stations for generating data representative of call handling activities of all of said agents connected to said first and said second switching systems.
Claim 20
Independent Claim
81 words
A method of collecting data representative of call handling activities of a plurality of telephone agent stations connected to an ISDN switching system comprising the steps of: monitoring associated ISDN messages representative of call handling messages exchanged between said switching system and said stations; converting said associated ISDN messages into data representative of functions performed by said stations; transmitting said data to a computer means; and generating at said computer means data defining call handling activities of all of said stations.
Claim 21
Independent Claim
81 words
A method of collecting data representative of call handling activities of a plurality of telephone agent stations connected to an ISDN switching system comprising the steps of: monitoring associated ISDN messages representative of call handling messages exchanged between said switching system and said stations; converting said associated ISDN messages into data representative of functions performed by said stations; transmitting said data to a computer means; and generating at said computer means data defining call handling activities of all of said stations.
Claim 22
Dependent Claim
96 words
A billing information generating system for use with an ISDN switching system having a plurality of telephone agents connected thereto and an ISDN subscriber line, and generating on said ISDN line digital messages corresponding to call handling information transmitted between said system and said stations, said billing information generating system comprising: means for connection to said subscriber line and for receiving said digital messages; means for recording call initiation and call termination information for each of said stations derived from said digital messages; and means for computing billing charges for calls for each of said stations.
Claim 23
Dependent Claim
96 words
A billing information generating system for use with an ISDN switching system having a plurality of telephone agents connected thereto and an ISDN subscriber line, and generating on said ISDN line digital messages corresponding to call handling information transmitted between said system and said stations, said billing information generating system comprising: means for connection to said subscriber line and for receiving said digital messages; means for recording call initiation and call termination information for each of said stations derived from said digital messages; and means for computing billing charges for calls for each of said stations.
References Cited (Backward Citations)
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