US4510351A
Expired / Lapsed
US
⏱️ 0.0 years remaining
ACD Management information system
Assignee: Avaya Technology LLC
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Filing: 1982-10-28
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Granted: 1985-04-09
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Expires: 2002-10-28
Abstract
Abstract There is disclosed an ACD management information system which tracks attendant work performance without regard to the actual station at which the attendant is operating. The system also monitors non-ACD work states and provides individualized status reports based upon temporarily stored limit criteria. A real time display of system performance is provided to a supervisor in a manner which allows for immediate rearrangement of the system without resort to other data. The displayed data includes split handling information, and call abandon information, trunk busy information and work state information.
Inventors
- 👤 Peter E. Costello
- 👤 Lawrence D. Fossett
- 👤 Michael S. Lane
- 👤 Terrence T. Quin
- 👤 Nicholas K. Smith
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 00:05
CPC Classifications
H; H04; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0062; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M2201/00; H04M2201/38; H04M3/5175; H04M3/5232; H04M3/5233; H04Q2213/00; H04Q2213/13072; H04Q2213/13522; H04Q2213/13525
Claims Analysis
Total Claims: 18
Claim 1
Independent Claim
104 words
A management information system (MIS) for use with an automatic call distribution (ACD) system having a plurality of attendant positions operable to answer incoming calls from a plurality of trunks, said MIS system comprising a display, means for continuously receiving from said ACD certain ACD data, said data corresponding to current call answering activity at said attendant positions, means for comparing said data to previously received data to determine which data is to be displayed, means for formatting any said data determined to be displayed, and means for presenting said formatted data to said display substantially concurrent with the reception of said ACD data.
Claim 2
Dependent Claim
104 words
A management information system (MIS) for use with an automatic call distribution (ACD) system having a plurality of attendant positions operable to answer incoming calls from a plurality of trunks, said MIS system comprising a display, means for continuously receiving from said ACD certain ACD data, said data corresponding to current call answering activity at said attendant positions, means for comparing said data to previously received data to determine which data is to be displayed, means for formatting any said data determined to be displayed, and means for presenting said formatted data to said display substantially concurrent with the reception of said ACD data.
Claim 3
Dependent Claim
50 words
The invention set forth in claim 1 wherein said formatting means is operative to create on said display three separate display sections, one section having data on an attendant position-by-position basis, one section having data on a statistical system basis, and the third section having data pertaining to said trunks.
Claim 4
Dependent Claim
54 words
The invention set forth in claim 1 further comprising means for storing system parameters against which the performance of said ACD is to be measured, means for matching certain segments of said current received data against stored ones of said parameters, and means for providing exception data to said display under certain mismatch conditions.
Claim 5
Dependent Claim
29 words
The invention set forth in claim 1 wherein said presenting means includes means for presenting to said display only data which has changed from the last time of presentation.
Claim 6
Dependent Claim
54 words
The invention set forth in claim 1 wherein said presented data is subdivided into individually updatable segments, said system further comprising means for storing for a period of time changed data to be presented to a particular segment while allowing other subsequently generated data pertaining to another segment to be presented to said display.
Claim 7
Dependent Claim
24 words
The invention set forth in claim 1 further comprising means for connecting said management information system to a plurality of automatic call distribution systems.
Claim 8
Dependent Claim
70 words
A communication system having a plurality of terminals operable for answering communication connections directed thereto, said communication system comprising means for receiving and storing in a data base information pertaining to certain measured variables of each answered communication connection, said storing occurring substantially concurrently with the occurrence of the measured variable, means for comparing subsequently received variables with priorly stored already displayed variables, and means for displaying selected changed variables.
Claim 9
Dependent Claim
70 words
A communication system having a plurality of terminals operable for answering communication connections directed thereto, said communication system comprising means for receiving and storing in a data base information pertaining to certain measured variables of each answered communication connection, said storing occurring substantially concurrently with the occurrence of the measured variable, means for comparing subsequently received variables with priorly stored already displayed variables, and means for displaying selected changed variables.
Claim 10
Dependent Claim
79 words
The invention set forth in claim 7 wherein said communication connections are handled by attendants each having a unique identification code and each having more than one work state, said system including means for separating said displayed variables into segments, one segment containing attendant and terminal identification and work state information, and one segment containing system statistical information, and wherein said system also includes means for selectively updating certain information within each segment at intervals unique to said segment.
Claim 11
Dependent Claim
38 words
Theinvention set forth in claim 8 wherein said system includes means for assigning attendants with specific terminals and wherein said attendant information includes the unique identification code of each attendant in conjunction with the presently assigned terminal identification.
Claim 12
Dependent Claim
41 words
The invention set forth in claim 8 wherein said displaying means includes a data base containing pre-established exception parameters against which said stored variables are matched, and means for highlighting on said display those variables which exceed said pre-established exception parameters.
Claim 13
Dependent Claim
43 words
The invention set forth in claim 8 wherein said displaying means includes a data base containing pre-established exception parameters against which said stored variables are matched, and means for generating and displaying a message indicating that a certion pre-established parameter has been exceeded.
Claim 14
Independent Claim
105 words
A system for dynamically displaying information pertaining to the operation of a telephone answering system, said telephone answering system having a plurality of stations from which calls incoming over trunks may be answered, said displaying system comprising means for receiving data pertaining to each incoming call to said telephone system, said data including trunk identification data, station identification data of the station answering an incoming call on a trunk, and the current status of each said station at said telephone system, means for determining when received data differs from priorly received data, and means for continuously presenting said determined different data to a visual display.
Claim 15
Independent Claim
105 words
A system for dynamically displaying information pertaining to the operation of a telephone answering system, said telephone answering system having a plurality of stations from which calls incoming over trunks may be answered, said displaying system comprising means for receiving data pertaining to each incoming call to said telephone system, said data including trunk identification data, station identification data of the station answering an incoming call on a trunk, and the current status of each said station at said telephone system, means for determining when received data differs from priorly received data, and means for continuously presenting said determined different data to a visual display.
Claim 16
Dependent Claim
56 words
The invention set forth in claim 12 wherein said displaying system includes, means for associating unique digits with each attendant and wherein said presenting means includes means for formatting said visual display into separate sections, one section containing said unique attendant station associations, one section containing call completion information and one section containing trunk usage information.
Claim 17
Dependent Claim
34 words
The invention set forth in claim 13 wherein said displaying system includes means for establishing exception data values, and means for highlighting on said display that data which exceeds said established exception data values.
Claim 18
Dependent Claim
28 words
The invention set forth in claim 14 wherein said highlighting means includes means for generating and displaying a message indicating that a certain data value has been exceeded.
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1988-04-08 | 1988-10-08 | 1989-04-09 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 1992-04-08 | 1992-10-08 | 1993-04-09 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 1996-04-08 | 1996-10-08 | 1997-04-09 | $7700.00 | Window Closed / Lapsed |