US5822401A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Statistical diagnosis in interactive voice response telephone system
Assignee: Intervoice LP
•
Filing: 1997-11-26
•
Granted: 1998-10-13
•
Expires: 2017-11-26
Abstract
Abstract There is disclosed a system and method for monitoring the performance of a multi-line automated telephone system and detecting complete or intermittent faults on the incoming phone lines and in interactive applications accessed by the automated telephone device. The system gathers and analyzes statistical parameters associated with each incoming phone line and compares the parameters with those of other phone lines and with past statistical averages to detect out-of-tolerance lines. The system also gathers and analyzes statistical parameters associated with the execution of various applications and compares the parameters with past statistical averages to detect out-of-tolerance accesses to the applications.
Inventors
- 👤 Ellis K. Cave
- 👤 Eric K. Weeren
- 👤 David C. Cheng
- 👤 Daren K. Wilson
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-30 00:02
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/22; H04M3/36; H04M3/42; H04M3/487; H04M3/493
Claims Analysis
Total Claims: 16
Claim 1
Independent Claim
199 words
An apparatus for diagnosing the operation of an automated telephone system comprising an interactive voice response (IVR) unit coupled to a plurality of telephone lines, wherein said IVR unit receives input commands from callers responding to scripted voice message prompts and, in response to said input commands from said callers, accesses at least one of a plurality of applications chosen by said callers, said apparatus comprising: means for monitoring, said means for monitoring including means for 1) detecting an initiation and a termination of each application access, 2) measuring a duration of each said application access, 3) counting a total number of application accesses on an application-by-application basis, and 4) detecting application error messages sent to the automated telephone system by said applications during any of said application accesses; and a control processor coupled to said means for monitoring, wherein the control processor 1) compares each said duration of each said application access of a first selected application to a maximum threshold duration and to a minimum threshold duration, and 2) generates a system alarm if more than a predetermined number of the last N application accesses fall below said minimum threshold duration or exceed said maximum threshold duration.
Claim 2
Independent Claim
199 words
An apparatus for diagnosing the operation of an automated telephone system comprising an interactive voice response (IVR) unit coupled to a plurality of telephone lines, wherein said IVR unit receives input commands from callers responding to scripted voice message prompts and, in response to said input commands from said callers, accesses at least one of a plurality of applications chosen by said callers, said apparatus comprising: means for monitoring, said means for monitoring including means for 1) detecting an initiation and a termination of each application access, 2) measuring a duration of each said application access, 3) counting a total number of application accesses on an application-by-application basis, and 4) detecting application error messages sent to the automated telephone system by said applications during any of said application accesses; and a control processor coupled to said means for monitoring, wherein the control processor 1) compares each said duration of each said application access of a first selected application to a maximum threshold duration and to a minimum threshold duration, and 2) generates a system alarm if more than a predetermined number of the last N application accesses fall below said minimum threshold duration or exceed said maximum threshold duration.
Claim 3
Dependent Claim
33 words
The apparatus as set forth in claim 1 wherein the control processor generates a short access alarm if more than three of the last ten application accesses fall below said minimum threshold duration.
Claim 4
Dependent Claim
32 words
The apparatus as set forth in claim 1 wherein the control processor generates a long access alarm if more than three of the last ten application accesses exceed said maximum threshold duration.
Claim 5
Dependent Claim
27 words
The apparatus as set forth in claim 1 wherein the control processor generates a long access alarm if two consecutive application accesses exceed said maximum threshold duration.
Claim 6
Dependent Claim
40 words
The apparatus as set forth in claim 1 wherein the control processor generates a system alarm if more than a predetermined number of the last N application accesses cause said error messages to be sent to said automated telephone system.
Claim 7
Dependent Claim
26 words
The apparatus as set forth in claim 1 wherein the control processor sends said system alarm to a computer terminal coupled to said automated telephone system.
Claim 8
Dependent Claim
36 words
The apparatus as set forth in claim 1 wherein the control processor sends said system alarm to a remote station by causing said automated telephone system to initiate an outbound telephone call to said remote station.
Claim 9
Independent Claim
176 words
A method of diagnosing the operation of an automated telephone system comprising an interactive voice response (IVR) unit coupled to a plurality of telephone lines, wherein the IVR unit receives input commands from callers responding to scripted voice message prompts and, in response to the input commands from the callers, accesses at least one of a plurality of applications chosen by the callers, the method comprising the steps of: monitoring a communications link with the applications to detect an initiation and a termination of each application access; measuring a duration of each application access; counting a total number of application accesses on an application-by-application basis; detecting application error messages sent to the automated telephone system by the applications during any of the application accesses; comparing each duration of each application access of a first selected application to a maximum threshold duration and to a minimum threshold duration; and generating a system alarm if more than a predetermined number of the last N application accesses fall below the minimum threshold duration or exceed the maximum threshold duration.
Claim 10
Independent Claim
176 words
A method of diagnosing the operation of an automated telephone system comprising an interactive voice response (IVR) unit coupled to a plurality of telephone lines, wherein the IVR unit receives input commands from callers responding to scripted voice message prompts and, in response to the input commands from the callers, accesses at least one of a plurality of applications chosen by the callers, the method comprising the steps of: monitoring a communications link with the applications to detect an initiation and a termination of each application access; measuring a duration of each application access; counting a total number of application accesses on an application-by-application basis; detecting application error messages sent to the automated telephone system by the applications during any of the application accesses; comparing each duration of each application access of a first selected application to a maximum threshold duration and to a minimum threshold duration; and generating a system alarm if more than a predetermined number of the last N application accesses fall below the minimum threshold duration or exceed the maximum threshold duration.
Claim 11
Dependent Claim
41 words
The method as set forth in claim 8 wherein the step of generating a system alarm comprises the step of generating a short access alarm if more than three of the last ten application accesses fall below the minimum threshold duration.
Claim 12
Dependent Claim
40 words
The method as set forth in claim 8 wherein the step of generating a system alarm comprises the step of generating a long access alarm if more than three of the last ten application accesses exceed the maximum threshold duration.
Claim 13
Dependent Claim
35 words
The method as set forth in claim 8 wherein the step of generating a system alarm comprises the step of generating a long access alarm if two consecutive application accesses exceed the maximum threshold duration.
Claim 14
Dependent Claim
48 words
The method as set forth in claim 8 wherein the step of generating a system alarm comprises the step of generating an error message alarm if more than a predetermined number of the last N application accesses cause error messages to be sent to the automated telephone system.
Claim 15
Dependent Claim
27 words
The method as set forth in claim 8 including the further step of sending the system alarm to a computer terminal coupled to the automated telephone system.
Claim 16
Dependent Claim
37 words
The method as set forth in claim 8 including the further step of sending the system alarm to a remote station by causing the automated telephone system to initiate an outbound telephone call to the remote station.
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) | 2001-10-12 | 2002-04-13 | 2002-10-13 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2005-10-12 | 2006-04-13 | 2006-10-13 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2009-10-12 | 2010-04-13 | 2010-10-13 | $7700.00 | Window Closed / Lapsed |