CA2261705A1 - Telecommunications installation and management system and method - Google Patents

Abstract

A telecommunications system installation and management system (10) and method for managing, controlling, updating and monitoring telecommunications devices, such as a private branch telephone switch (22, 23), voice messaging system (26), call accounting system (24), central office telephone switch, router, bridge, hub, or associated peripheral equipment. The device is capable of managing and controlling a plurality of different types of telecommunications equipment provided by various different manufacturers to thereby seamlessly integrate the equipment into an easily managed telecommunications system. A
local database within the telecommunications system provides for real-time or near real-time access and modification of programming information for the telecommunications equipment and further provides for redundancy in the event of equipment failure. A single point of control for system management and data entry is provided in an integrated application that reduces the amount of necessary data to be entered and that facilitates user modifications to operating parameters. The system preferably actively maintains a live connection with each of the managed devices.

Description

CA 0226170~ 1999-01-2~

TELECOMMUNICATIONS INSTALLATION
AND MANAGEMENT SYSTEM AND METHOD

Field of the Invention The present invention generally relates to a system and method of m~n~ging and 5 controlling electronic equipment having a plurality of progldlllmable parameters and more particularly relates to a system and method for m~n~gin~, controlling, updating and moni~o~ g one or more telecommllnications switches, such as private branch exchange telephone switches, central offices and their associated peripheral teleco~ irations equipment.

Back~round of the Present Invention The ability to quickly, easily and efficiently communicate has always been a critical component, if not a n~cescity, for s~ccessful business operations. Today, as the global economy continues to expand, the ability to co""nll.,ic~tP is even more illlpolL~llL. In partial response to these clem~n~ls, sophistic~ted telecommunications equipment has been developed that permits users to quickly and easily place, receive, transfer and switch telephone calls as well 15 as provide advanced features such as call accounting and voice m~ss~ging functionality. As these features have become widely available in local teleco,,,,,,ll,-ic~tions equipment, such as private branch exchange (PBX) telephone switches, central offices, key and hybrid telephone systems (small telec( "~"~ ic~tions switches), call accounting systems, voice m~s.saging systems, coll~uLel telephony interface (CTI) devices, allt~m~tic call distribution (ACD) devices, 20 hl~ llcL servers, etc., the demand for and in.ct~ tion of these systems has continued to expand.
Often, a vast number of sites have layered or "integrated" two or more of the aforementioned devices and rarely are these different devices using the same operating system or of the same brand. More often, these differing devices include a llli~LL~lle of operating systems and brands.
Such a mix of advanced telecollllllunications equipment, however, still typically relies 25 upon a ~ignific~nt amount of manual human interaction to install, setup, operate, modify and m~int~in Specifically, when a new telephone switch such as a PBX is to be installed at a facility, not only must the physical equipment itself be installed, but the equipment must be configured and programmed to operate as desired by the users of the facility. In fact, as more and more advanced feaLulcs have become available in the equipment, the burden on the 30 eql~ipm~nt installer to initially setup and configure these features for the specific needs of the .. ~, ., . . , .. . ~ .

CA 0226170~ 1999-01-2~

end user and the burden on the technician in m~int~ining and modifying the equipment, the associated cable records for the equipment, and cable and service activities, has also increased.
When a telephone switch is accompanied by other telecommunications equipment, such as voice m~ss~ging systems, call accounting systems, CTI devices, wireless comm~1nir~tion 5 servers, or ACD devices, inct~ tion inconveniences are still further multiplied. Specifically, many of these ancillary pieces of equipment require additional entry of user information that is duplicative of information already entered into the main telephone switching equipment. In such case, not only must a technician program the main teleco~ llir~fions switch, but additional time (and money) must be spent for progr~mming ancillary equipment with similar 10 information. Typically, these systems must be perfectly synchronized with each other or problems will occur. As a result, the total cost of the inct~ tion is greatly increased and data enlry error rates are greatly increased.
To further complicate the inct~ tion and management of this equipment, each discrete change to one component of a telecolll,,,lli-ications system often requires additional, similar 15 changes to several other components. Furthermore, these additional changes typically must be done in a specific order and, since the operating system design of each of the telecommunications devices often changes from m~m~factllrer to m~mlf~turer and from device to device, by using an entirely different command structure for each different component.
Therefore, when done m~ml~lly, a technician must remember different command structures for 20 each of the devices that require progr~mming and also must remember the order in which the changes should be made and further may require different terminals, passwords, procedures, software, etc. Thus, a highly skilled technician having familiarity with all of the various types of equipment that make up the teleco""~ ications system must perform these changes, or as is more common, multiple technicians are required. Clearly, with even a limited number of 25 devices that require inct~ tion, mail,Lel,allce, or progr~mming, the likelihood of an error is greatly increased.
Since modern teleco"~",l,-ir~tions equipment provides substantial flexibility inprogr~mmin~ to accommodate varying plef~.~llces of different users, it is often nPcecc~ry to begin the inct~ tion of such equipment by surveying users as to their desires and prere~ ces 30 so that these can be accurately reflected through progr~mming of the equipment. This is typically done by distributing a questionnaire to each user to receive information sufficient to allow the equipment to be propelly configured. Thus, not only is there a substantial time commitment needed to review and enter the information received on such questionnaires into n CA 0226170~ 1999-01-2~

W O 98/05152 PCTrUS97113454 the eq~ipm~nt, but signifir~nt effort on the part of each and every user is also required to complete the questionnaires. Typically, collection of this data and entry of it must wait until the system is installed, while in the present invention described below, this information can be stored externally, ch~ck~d for omissions, checked for errors or duplications and processed 5 months in advance.
Such disadvantages are particularly highli~ht~d when an o~t~ e(l PBX or central office system is replaced with an improved system. In such case each user is typically surveyed as to their pl~felellces, as above, and this information is m~ml~lly re-entered after in~t~ tion of ~the improved PBX or central office system. Thus, since equipment upgrades impact each and 10 every user in a facility, a .signifi~nt devotion of resources is required. As a result, the benefits of advanced features provided by improved telecol.,.,ll.l-ications equipment often does not outweigh the inct~ tion costs and thus many olgani7~tions either do not upgrade their equipment, or delay such upgrades as long as possible.
Large org~ni7~tions are also often collr~o~ d with the need to a~1gment existing PBX
15 systems with newer versions of the same brand of equipment or equipment m~mlf~ctured by a different m~mlfartllrer. Such ol~ tions are then confronted with a host of difficult in~t~ tion, operation, coordination and maintenance problems associated with m~n~ging disparate systems having dirr~lelll capabilities, operating characteristics and command protocols.
Furthermore, post-in~t~ tion maintenance of such telecommnni~tinns switching 20 equipment often requires intervention of a skilled technician. For example, adding new users to the system requires that hlfo~ ation sufficient to identify the user, her equipment and her pfcf~,.ellces be programmed into the system. Often, this progr:3mming must be performed by a technician, who must make a service call to the facility to complete such progr~mming. Also, management of det~iled records docllm~nting the teleco.".n~ tions system setup must be 25 m~ml~lly kept for each device. That is, cable numbers, user i~Pntification and preferellces, equipment types and locations, etc. must all be m~int~in. d separately from the system itself.
Again, as a result, the costs involved in m~int~ining the teleco.n.,~ ic~tions system is greatly illcl~,ased.
Typically, progr~mming of a telecommlmic~tions switch such as a PBX is pel~lnled30 by elllelillg a series of special codes into a design~ted telephone handset connected to the PBX.
Thus, by using the keypad and any display capabilities of the telephone, progl~ g il~llllation can be entered into the PBX system. While such a system has the advantage of not requiring additional support e~luil.llle~l~, such an interface is not user friendly and thus is .. . ....

CA 0226170~ 1999-01-2~

extremely difficult for untrained personnel to use. In addition, even a skilled technician is limited in that each item to be programmed must be repetitively entered for each user on the system. Thus, for each station connected to the system, the technician must enter a complex series of digits that identify a parameter to be set and the appropliate data for that parameter.
For systems having hundreds or thousands of stations, this process is not only ~tlelnely time CO~ g but is also prone to significant data entry errors.
While several attempts have been made to overcome one or more of the above deficiencies, none have s--cceede~l in providing a telecomm-~nic~tions in.ct~ tion and management system that substantially reduces the amount of manual human interaction required 10 to install and m:~int~in telecomml-nis~tions equipment. For example, a number of m~nuf~cturers have developed so called "dumb" terminals that interface with a PBX telephone switch to facilitate progl~"",~ g thereof. These dumb terminals (or a PC emul~ting a dumb termin~l) generally do not contain any processing capability, but rather act to display data stored within a memory in the PBX switch and to receive and forward user input to the switch. Thus, 15 for example, the current operating parameters for a given telephone station can be requested from the switch, displayed on the terminal and modifications received from a user can be returned and stored in the telephone switch memory. In fact, to a technician skilled in progr~mming a switch, the enh~nre(l personal computer interface of TTY interface is no more efficient than a dumb terminal or progr~mming via a telephone station. The present invention, 20 however, overcomes these deficiencies.
Implementations of such systems, however, typically respond slowly to user requests for data due to the relatively slow speed of data communication between the termin~l and the switch, internal latency of the switch and upon encountering a busy condition. Thus, when information for a given telephone station is requested, that information must be ~ccessed by the 25 telephone switch and transferred through a co,~ ications link to the terminal for display thereon. Similarly, further delays result due to the need to immediately upload any modified data to the switch. Thus, practically, these systems have significant "lag" in responding to user requests. As result, while these systems may simplify the complexities of the progr:~mming process, they do little to actually accelerate that process.
Specifically, power to search for duplicate entries, perform logical sorts, generate custom reports and provide other advanced features is virtually always lacking. Therefore, in order to check data or search for a problem, either each record must be m~ml~lly pulled up and reviewed one at a time, or a complete mass listing must be printed and checked m~ml~lly.

n CA 0226170~ 1999-01-2~

S
Furthermore, these management sy~Le~.ls are often ~lu~lie~l y and infleyihle in that they can operate with only a single brand or type of teleco~..,..-..,iralions equipment, and furthermore can only be physically connPcted to a single component of the teleco.lllllll"i~:ltions system at a time. Thus, these systems fail to provide for real-time modification of operational parameters for one or more devices having differing comm~n~ structures that are integrated into a single telecf.,,,,,.~ ir~tionc system or network.
As an ~ . "~liv~ to the above solution, Northern Telecom has developed a system called Meridian Manager~, which includes a pel~ollal co~ ulet and associated sorlware that facilitates switched co~ eclion control of one or more Meridian 1 PBXs. The Meridian Manager~ system ~0 inrllldes a local tl~t~ha~e within the pelsollal computer that stores a mirror image of some of the information stored within the Meridian 1 PBX primari~y dealing with button ~csignmtonts for telephones. Thus, when some of the hlrollllation in the PBX is to be changed, the change can be made in the local database and subsequently downloaded to the PBX at a desired time.
In this manner, the "lag" associated with retrieving and displaying the information programmed in the PBX is reduced. Again, however, a skilled technician is unable to gain any ef~lciency with such systems and thus is unable to reduce the time or costs associated with program changes of these devices.
A similar system, called Switchview by Switchview, Inc. includes software that facilitates switched connection control of one or more Meridian 1 PBXs. Like the Meridian Manager~ system, the Switchview system includes a local database within a colll~ulel that stores il~llllalion used to control the operation of the Meridian 1 PBX. Like Meridian Manager~, however, the Switchview system fails to provide a real-time inlelcom~e~;lion with multiple teleco.""".,-ic~tions devices having differing opeldlillg cOllllllalld structures and ~el~Lillg systems to allow for management and control of such devices.
In addition to the above devices, several additional devices have been developed to provide a less complex user interface to facilitate progl~.."~ g of telecol~",...l~ic~tions e.lui~lllelll. For example, U.S. Patent 5,3û9,509 to Cocklin et al. discloses a wolk~lation having a graphical user interface for use with a manager controller to control and implement c~ ges to telephone sets of a telephone system. The workstation enables the customer to 30 selectively enter telephone lines, features and directory number changes into key button locations of a displayed telephone. These changes are converted into program instructions and lln.~ e~l to the manager controller to control the telephone switching system to assign the selPcted }ines, fcalu~es and dir,~loly numbers to the telephone set. The rer.,l~ ce, however, .

CA 0226170~ 1999-01-2~

is directed to updating information stored at a telephone cC~ )ally switching office rather than at a local private branch exchange, and fails to disclose a system in which an external conl~ul~, conn~ct~d with PBX equipment is used for progr:~mming the PBX equipment to integrate, manage and support a plurality of dirrefelll teleco,-"--~ tions products having diverse S comm~n~l structures. In addition, the reference does not disclose a system that includes the capability to integrate multiple telephone switches, brands, networks, sub..y~.lellls, peripherals and software.
U.S. Patent No. 4,928,304 to Sakai discloses an electronic switching system thatincludes a PBX conn~cte~l with an external computer. Programs for standard switching 10 functions are stored in the PBX, while programs that apply only to a portion of the telephone terminals (called service functions) are stored in the external co~ .ulel. Alteration of the service functions is accomplished by altering the programs in the external c~ )uler, thus avoiding the need to alter programs in the PBX. The reference, however, again fails to disclose a system in which an external computer connPct~. with PBX equipment is used for 15 progr~mming the PBX equipment to integrate, manage and support a plurality of different telecoln.llul~ications products, or that includes the capability to integrate multiple telephone switches, networks, subsystems, peripherals and software.

Summary of the Invention In view of the above disadvantages it is a primary object of the present invention to 20 provide a novel telecommunications in.ct~ ion and management system and method for inct~lling and m~n~ging a telecomml~nications switch, such as a PBX telephone switch, that overcomes the disadvantages diccucserl above.
It is a further object of the present invention to provide a telecollll~ nications in.c~ tion and management system for a teleco-,-"-~ ications system that includes software that is operable 25 on a wide variety of computing platforms, including a personal co..l~ulel or personal computer ne~w~lh (LAN/WAN/Internet/Intranet, etc.) It is yet another object of the present invention to provide a telecommllni~ations inct~ tion and management system tnat includes one or more personal Coln~ l'. and associated software interconn~cted with a telecommunications system for transference of 30 operational data therebetween.
It is a still further object of the present invention to provide an interface device for use between a telecomml-nications in.ct~ tion and management system and a telecommunications n CA 0226170~ 1999-01-2~

system that is capable of cimlllt~n~ous or near cimlllt~n~ous co".",~ tion with a plurality of dirr. ling teleco.l""..,-iral ions coml,ol~enL~ forming the teleco,.".~ .ic~lions system.
It is another object of the present invention to provide a teleco,,~ irations mct~ tiQn and management system and method that is capable of interfacing to, and co"~"".~ ting with, a plurality of different makes, models or types of teleco,.. ""ic~tion system components, such as PBX telephone ~wiLches.
It is a further object of the present invention to provide a teleco"----,-,-i~tions inct~ tion and management system and method that is capable of interfacing to, and co~ ir~ting with, one or more of a PBX telephone switch, a call accounting system, a voice m~ss~ging system, 10 a CTI device, an ACD device, or another peripheral device.
It is yet a further object of the present invention to provide a telecol-,,,\l~i-i~tions inct~ tion and management system and method that is capable of interfacing to, and co""~ -ic~ting with. one or more teleco""..u.-ic~tions system components, such as PBX
switches or central office switches that employ dirre,~ data form~tting protocols.
It is a still further object of the present invention to provide a teleco,~"".i-i~tions inct~ tion and management system and method that is capable of interfacing to, and co-----,ll"i~ting with, one or more PBX telecommllniç~tions system components, such as telephone switches that employ dirÇ~lellL internal operating systems.
It is another object of the present invention to provide a telephone switch management 20 system that is capable of co""~",~ ting using a variety of different data formats and protocols depending on the make and model of a telephone component or switch with which c~l'''---''';r~tion is desired.
It is also an object of the present invention to provide a telecol~ll...l.,;c~ions inct~ tion and management system for teleco~"~ .-irations equipment, such as a PBX telephone switch, 25 in which a plurality of reprogrammable parameters stored within the teleco""..~ ications equipment are also stored within a local database contained within the inct~ tion and management system.
It is another object of the present invention to provide a teleco-""---i-;e. ~ nS installation and management system and method that reduces or elimin~tes time delays experienced by a user in adding, updating or modifying operational parameters of teleco.. ~l.ir~tions equipment, such as a PBX telephone switch.
It is a still further object of the present invention to provide an inct~ tion and management system for telec(J--",---ni~ations equipment, such as a PBX telephone switch, in CA 0226 170, 1 999 - o 1 - 2F, which user updates or modifications of reprogld~llmable parameters used to control the operation of the teleco--l",~ tions equipment are made in a local database stored within the in.ct~ tion and management system, thus greatly reducing or elimin~tin~ time delays experienced by the user in performing such updates or modifications.
S It is yet another object of the present invention to provide a telecommnnic~tions system management system and method that facilitates documenting and m~int~ining a teleco"llllullications system including l,elroll,ling cable records management, m~n~ging patch panel configurations, tracking of trouble reports, printing and tracking service orders, m~n~ging project milestones, due dates, etc., and printing of overlay labels and other documentation for 10 the telecommunications system.
It is a further object of the present invention to provide a telecommunications in.ct~ tion and management system that permits users to make updates or modifications to reprogrammable parameters used to control the operation of telecommunications equipment, such as a PBX
telephone switch, without such changes becoming automatically or m:~m-~lly effective until a 15 later time determined by the user.
It is yet another object of the present invention to provide a telec~,lllllunications in~t~ tion and management system in which desired changes or updates to operational parameters of a telecommnnications system received from users of the system and are received and stored externally, checked for omissions, checked for errors or duplications and processed 20 prior to downloading to the telecommllniç~tions system.
It is a further object of the present invention to provide a telecommunications in~t~ tion and management system that permits users to autom~tir~lly or m~nu~lly initiate updates or modifications to reprogldllmlable parameters used to control the operation of teleco""~ ic~tions equipment, such as a PBX telephone switch, in response to an emergency 25 situation.
It is an additional object of the present invention to provide a telecommunications in.~ tion and management system in which user updates or modifications of reprogrammable parameters used to control the operation of telecomm--nications equipment, such as a PBX
telephone switch, are retained in a local database and uploaded to the telecomml~nications 30 equipment at a later predetermined time.
It is still a further object of the present invention to provide a teleco"""l~"ications in~t~ tion and management system that generates a log confirming receipt and acceptance by n CA 0226170~ 1999-01-2~

g _ a teleco.n..,~..ic~iQne system of user updates or mo~ifir~tions of reproglal~ able parameters used to control the operation of the telecc,l..,.,.."irations system.
It is another object of the present invention to provide a teleco.,.. ~-ic~tions in.ct~ tion and management system that m~int~inc a back-up of critical operational data l~cess~. y to the 5 operation of the teleco~ iç~tions system.
It is yet another object of the present invention to provide a teleco----n-~ ations inet~ tion and management system that allows a system operator to create a duplicate copy of control information for a telecomml-nications system, network or peripheral device, to modify that information offline, and to perform a mass download of that hlrolll~ation to the 10 telecommunications system at a prede~e.l,lined time.
It is another object of the present invention to provide a telecommllnirations inet~ tion and management system and method that autom~tir~lly updates or modifies one or more operational parameters used to control the operation of telecolllllll.l-ications equipment, such as a PBX telephone switch, in lcsl~ollse to a command from a user to add, update, delete or 15 modify another of such operational paldl.l~,tel.,.
It is a further object of the present invention to provide a telecon...,l~"icatinns installation and management system for a teleco.n.~.,.l-iç~tions system in which a plurality of duplicative repro~la~ llable parameters stored within the teleco~"...~ tions system need only be stored once within a local ~1~t~b~ee contained within the inet~ tion and management system.
It is a still further object of the present invention to provide a telecoln.. ~l-.. ic~tions inet~ tion and management system for a telecomml~ni(~ations system in which at least one reprog,alllmable parameter is retrieved from a local ~t~baee contained within the in.et~ tion and management system and is formatted for tr~nemie~eion to the telec~,----~---i~ic~tiQns system dependillg on the capabilities of the telecol."..~ ications system.
It is yet another object of the present invention to provide a teleco--------nic~tions inet~ tinn and management system for a telecolll,llullications system in which areprog.~ hle parameter is retrieved from a local ~l~t~baee contained within the installation and management system and is converted into one or more different formats suitable for storage and use in one or more dirrelcll~ telecolnl...ll-ir~tions devices forming the teleco~ ations 30 system.
It is yet a further object of the present invention to provide a teleco,,,,,,lll-irations in.ct~ll7.tion and management system that expedites upgrading, exp~n.eion, contraction or deliberate dowllsiGhlg with automatic relocation of displaced con~ollcllL~ of telecolnlll.lnic~tions . . .

CA 0226 170, l 999 - o l - 2F, equipment by storing data that ,~,resell~s what components are where, what are the sub-components of each device, what changes can be made based on present inventory, and what program changes are n~cess~ry in view of these changes.
It is another object of the present invention to provide a telecommnnir~tions in.ct~ tion S and management system that tracks inventory including internal colllyollellL~, and their precise pl~r.emçnt within each telecommnnic~tions device to permit ~uLolllalic de~e. .~ tion of parameters and configuration in response to a user request, for example, moving of certain telephone stations.
It is a still further object of the present invention to provide a teleco-~ ications 10 installation and management system capable of downloading progr~mming information from an installed piece of telecommunications equipment, tr~n.cl~ting such progr~mming information into a format suitable for a replacement for such piece of equipment and uploading the tr~n.cl~t~d information to the replacement equipment.
It is another object of the present invention to provide an in~t~ tion and management 15 system for a telecomm--nic~tions system that includes the capability to perform some or all of the tasks typically performed by discrete telecommunications devices, thus reducing or elimin~ting the required number of discrete telecommunications devices and providing further flexibility to the telecol~ tions system.
It is a further object of the present invention to provide a telecu-l-l"l-,-ic~tions in~t~ tion 20 and management system for a telecon,lnul~ications system that includes an interface device used to facilitate transfer of information from the in~t~ tion and management system to the telec-~mmnnications system.
It is yet another object of the present invention to provide a telecomm--nic:ltions in~t~ tion and management system in which comm~nication paths to a plurality of managed 25 subsystems are duplicated in order to provide recl~-n-l~nt colllulunications capability and in which a communic~tions failure is autom~tir~lly detected and a secondary c~ ications link is used.
It is yet another object of the present invention to provide a teleconl"lun-cations jn~t~ tion and management system that reduces or elimin~tes duplicate data entry when 30 in~t~lling or m~int~ining telecommunic~tions equipment.
It is yet another object of the present invention to provide for all of the aforementioned for non-telecommunic~tions devices, such as, for example, a router, hub or bridge, where the CA 0226170~ 1999-01-2~
wo 98/05152 PcT/uS97/13454 non-telec~ ir~tinns device offers a co.,l~ .-ications path suitable for management of the device and the device contains data that can desirably be managed or manipulated.
These and other objects of the invention which will be apparent on reviewing thespecification and microfiche appendix can be achieved using the improved telec~,.. ~-ir~tions 5 in~t~ tion and management system and method disclosed herein that au~ aLes the inct~ tion and m~i"lç~ -re of a telephone switch and associated ancillary eqnil)mrnt The present invention provides a teleco""-~l~,-ir~tions system in~t~ tion and m~n~gemrnt device and method that includes a common, user friendly interface for m~n~ging, controlling, updating and moniloling a teleco-,-,lll~i-ir~tions switch, such as a private branch exchange telephone switch 10 and associated (or di~sociated) peripheral teleco,-""",-ic~tions equipment. The device is capable of m~naging and controlling a plurality of different types of telec~--,-,-.."is~tions e~ ;p~ -t, such as telephone switches, call accounting systems and voice mrss~ging systems, provided by various dirr rell~ m~mlf~ct~lrers and having differing comm~n~l protocols and/or operating systems to thereby sç~ml~ssly integrate the equipment into an easily managed teleco------llllir~tions system. A local d~t~ha~e within the teleco-l"~-~Jl~ir~tions system provides for near real-time access and modification of progl;1-l""il-g il~~ ation for theteleco---ll,."~ica~ions equipment and further provides for recl--n-~nry in the event that the teleco-~ ,l-,-ic~l;ons e4ui~lllell1 should fail. In addition, real-time or near real-time intel~;olllleclion with all m~n~ged subsystems is provided to facilitate immto~ te update of operational parameters in response to user requests.

Brief Descli~"ion of the Drawin~s Figure 1 illustrates a schrm~tic block diagram of the present invention and the interconnection belween a colllL,ule~ system programmed in accordance with the present invention and one or more telecc~ lll-l-ir~tions subsystems.
Figure 2 illustrates a pre~ d embodiment of the present invention wllelein multiple code opeldted switches are connPctçd or c~cc~ed together to provide interconnection between a cGllllJulel system programmed in accordance with the present invention and one or more managed teleco,.. ~-ic~tions subsystems.
Figure 3 illustrates an alLelllali~e plel~ d embodiment of the present invention that 30 inrludes a local or wide area c~ lllpul~l network to interconnect a conll,ulel system programmed in accordance with the present invention and one or more m~n~ged teleco--"--.l.-,r~tions sub~y~l~llls.

.

CA 0226170~ 1999-01-2~

Figure 4 illustrates a ~rcfellcd layout for a main menu of a cc~ ulel programmed in accoldallce with the present invention.
Figure 5 illustrates a typical record stored within a database of a computer programmed in accordance with the present invention.
S Figure 6 illustrates a preferred layout for a Utilities submenu of a conll~ulel programmed in accordance with the present invention.

Figure 7 illustrates a ~rere.lcd layout for a Work Order submenu of a colnpu~e~
programmed in accordance with the present invention.
Figure 8 illustrates a preferred layout for a System Connections submenu of a com~uLe 10 programmed in accordance with the present invention.
Figure 9 illustrates an overview of a preferred method for developing, tr~ncl~tin~, tr~n~mitting and confirming receipt of operational parameters for managed subsystems of a teleco""~ ic~tions system in accordance with the present invention.
Figure 10 shows a flowchart illustrating one preferred method for tr~n~mitting 15 operational parameters to managed subsystems and for confirming accurate receipt of such operational parameters by the managed subsystems in accordance with the present invention as illustrated.
Figure 11 shows a block diagram depicting one feature of the present invention wherein similar data, such as a name or extension number, need only be stored once within a record in 20 an internal database of the present invention.

Detailed Description of the Preferred Embodiment Documented source code for a preferred embodiment of the operational software used in the present invention is provided in the microfiche appendix that is part of this specification.
Upon reviewing the source code for the operational software in the microfiche appendix, in 25 colljullclion with the description and drawing figures in the main part of the specification, those skilled in the art will fully understand the features and operating characteristics of the present mventlon.
As described in detail below, one plcfe~ed embodiment of the present invention includes a co~ uLer system, such as a personal colll~ulel, connect~d with a telecommunications system 30 through a coll~ mication path. The personal computer system includes operational software, a preferred embodiment of which is included in the microfiche appendix.

n CA 0226170~ 1999-01-2~

WO 9B/nS152 PCT/US97113454 The source code in the microfiche al,l,clldix includes twenty-three files - twenty files having a ".prg" ext~ncinn and three files having a ".fmt" extension. Generally, the ".prg" files are program files that, in this ~l~felled embo~im~nt, conform to the Borland, DBase V
prog~ g language. The ".fmt" files, including TRUNKS.FMT, PROFILE.FMT and S REPAIRS.PMT are screen entry format files that are used to ~ el.~ the format of h~ollllation to be received from a user. The functions of the specific ~lOglalllS are ~liccucce~
below.
The SITE.PRG program contains the main application code of the present invention.
SITE.PRG h~n~les the display of menus and ~t~hace records for user inro....AIion SITE.PRG
further contains low-level co.l.. i~ic~tion services and supporting functions as well as the bl~u~ es for generating reports, work order processing, entry and editing of fl~t~bace fields, look-up and data validation functions and rules. SITE.PRG uses several ".fmt" files for site specific or generic data entry screens as required. Other subr~luline calls include calls to external programs that control the various aspects of co~ nil ~tions and relationships with managed subsystems such as a specific brand of PBX or voice-procescing system.
The F9600.PRG file contains the communication routines that are specific to issuing progr~mming changes in the Fujitsu F9600 PBX series. Also contained are utilities that allow the present invention to synchronize and autom~tic~lly populate its local ~l~t~bace tables with information contained within a Fujitsu PBX or to conversely program the Fujitsu PBX as a single operation from information contained within the internal ~t~h~ce of the present invention. This module accounts for the many n~l~n~ec and sequences that must normally be pe.îolllled m~ml~lly for operations such as adding or deleting telephones (or other native devices) for the Fujitsu PBX. This program also contains additional functionality for interfacing with the Fujitsu PBX including an hlt~ er of the Fujitsu F9600 EMML progr~mming templates ~o allow native progr~mming of the PBX without using a sepalate m~ re t~ .llil.~l. As changes are made in the local ~l~t~bace of the present invention to fields le~ .Sel.~;ilg User Names, Key Buttons ~c.ciglllll~ , Feature Class, Call Forwarding, Pickup Groups etc., this module processes the requests to the F9600 PBX and verifies the changes by querying the F9600 PBX in a follow-up error check.
Illlpolk~ ly~ the plere.l~d embodiment of the present invention as embodied by the source code in the microfiche appendix is inten~e~l to operate with a Fujitsu F9600 type PBX.
Of course, one of skill in the art will apl)leciate from the (licc~ssions herein and the source code in the appelldix that the present invention could be adapted to operate with any desired PBX or CA 0226l70~ l999-0l-2~

other telecolm~ ir-ations equipment through the provision of a suitable program similar to the F9600.PRG program. Furthermore, non-teleco""~ ic~tions equipment, such as routers, hubs, and bridges, can be managed through the replacement of the F9600.PRG program with another program for interfacing with the non-teleco----~ll,-ic~tions equipment. Thus, where it is desired S to use the present invention with other teleco"",-l-~ tions or non-teleco,.l",u.lications systems, the F9600.PRG program would be replaced with another suitable program for interfacing with the desired equipment. For example, where an AT&T PBX telephone switch is to be managed, the F9600.PRG could be replaced with a program that employs the same novel and unique techniques, logical as~u,.-?tions and relationships to control the AT&T PBX telephone switch.
10 Furthermore, where multiple devices are to be managed, multiple device specific control programs, such as the F9600.PRG program, could be operated at the same time in accordance with the present invention.
The EXPORT.PRG program is used to export directory names for Fujitsu dial-by-name servers and external directory systems (such as the IBM mainframe Personal Records 15 Management System) which need to be synchronized to the master directory held in the internal ~t~hace of the present invention.
The CENTIGRA.PRG program contains commlmi~ ~tion routines that are speci~lc to issuing progr~mming instructions to the Centigram Series of voice proces.sing systems. Also contained are utilities that allow the present invention to synchronize and autom~ti~lly populate 20 its database tables with information contained within a Centigram voice procescing system or to conversely program the Centigram voice processing system in a single operation from information contained within ~lat~h~ce tables of the present invention. This module accounts for the many nl-~nl~es and sequences that must normally be performed m~ml~lly for operations such as adding or deleting mailboxes from the Centigram system. As changes are made in the 25 local ~i~t~b~.ce of the present invention to User Names, Department, Operator Extension Number, Feature Class, etc., this module processes the requests to the Centigram voice processing system and verifies the changes by querying the Centigram system in a follow-up error check. Similarly, the OCTEL.PRG program contains the cu~ ic~tion routines that are specific to issuing progr~mming instructions to the OCTEL series of voice proc~csing 30 systems and for performing the other ancillary functions discussed above in connection with the CENTIGRA.PRG program.
The CHECK.PRG program contains routines used to validate data integrity and validity in the internal dat~b~ce globally, usually before progr~mming a new teleco-- ~- ~-~-- ~ications device, CA 0226170~ 1999-01-2~

WO 98/05152 PCTtUS97/13454 such as a telephone switch, voice processing system, etc. This program also contains lvulh~s used to create and upload operational parameters for a new PBX system from scratch. The ASSAC.PRG, ASSDICL.PRG, ASSVL.PRG, ASSMLDT.PRG, ASSPICL.PRG, ASSSLT.PRG, and ASSICLG.PRG programs contain the routines used by the CHECK.PRG
program to geneldle Fujitsu F9600 comm~n~1s for building/loading an F9600 PBX from a completed local ~1at~ba~e within the present invention.
The SETUP.PRG program is used to configure the present invention during an initial setup phase. This program allows selection of defaults such as dialing plan and other operational nll~nre~, and then builds an initial local ~l~t~ba~e for use in the present invention.
The REP.PRG, REPl.PRG, and REP2.PRG programs provides generic report support and gellel~tion in the present invention. These programs allow the present invention to create ad-hoc queries and reports that may be browsed on-screen, printed, or saved to disk for export to other systems.
The DESI9600.PRG program contains the routines for reading telephone related data 15 contained within the present invention and printing it on pre-printed facem~t ~lrsign~tion labels as one seamless operation. As key-button assignmentc are re-programmed on a digital telephone, this program prints a newly updated label with additional instructions such as Name, Location, Department and other pertinent information that is needed to m~int~in current desktop illfolmation. The plugldlll autom~tic~lly adjusts and prints Direct Inward Dial prefixes and 20 other site specific rule based h~lmation on the farem~t~.
Finally, the BACKUP.PRG program contains support for backup and archiving of thelocal cl~t~b~e of the present invention and the PROJECT.PRG program provides support for basic project management functionality in connection with the management and support functions of the present invention.
Referring first to Figure 1, a schenl~tic block diagram of the present invention and the interconnection between a co~ ,uLei system programmed in accordance with the present invention and one or more managed telecommnnir~tions subsystems is shown. As can be seen in Figure 1, the present invention coll,plises a telecommnnit~tions in.ct~ tion and management system 10 that typically includes a personal colllpuler data proces~ing portion 12 having an 30 input device 14, such as a keyboard and/or mouse, and an output device 16, such as a video display termin~l. As shown in Figure 1, data processing portion 12 is connrcted with input device 14 for receiving input lhelefiolll and is further connPcted with output device 16 for displaying information to a user of the system 10. While system 10 is preferably implemented CA 0226170~ 1999-01-2~
Wo 98/05152 PCT/USg7/13454 using a personal colllpùLer~ any col-l~uler capable of performing the functions described below could be used in accordance with the present invention. Furthermore, where input device 14 is preferably a keyboard or mouse and output device 16 is preferably a video display terrninal, any suitable input and output devices could be used including touch screens, light pens, 5 read/write compact disks, etc.
Telecommlmications installation and management system 10 is connPctçd with one or more managed telecomm--ni~rions subsystems shown generally at 18 through interface circuitry 17. Specifically, system 10 is conn~ct~d by comml~nic~tion path 19 to interface circuitry 17 and interface circuitry 17 is conn~-cte~ by coi~ -.-.,ic~tion paths 20 to one or more of a first 10 Private Branch Exchange (PBX) telephone switch 22, a second PBX telephone switch 23, a call accounting system 24 and a voice processing system 26, such as a voicemail system and any other device 31 such as a router, hub, bridge, etc. User terminals, such as telephone stations, can be conn~cte~l to teleco~ ic~tions subsystems 18 as required. For example, telephone stations 28 can be conn~ctçd to PBX telephone switch 22 through a plurality of suitable 15 connections 30.
As illustrated in Figure 1, interface circuitry 17 serves to receive information from the system 10 through comm-~ni~tion path 19 and to forward that information to an appropliate telecommunications subsystem 18 through one of commnnic~tion paths 20, as well as to receive information from telecomm-lnic~tions subsystems 18 through communication paths 20 and to 20 forward that information to system 10 through communication path 19. In one preferred embodiment, interface circuitry 17 is a code operated switch, that operates to receive information from system 10 through communication path 19 and to process that information to generate al.plOpliate selected data for output to each of the telecomm~lnic~tions subsystems 18.
This selected data is then tr~n~mitt~l through communications paths 20 from interface cir-;uilly 25 17 to each of the telecommlmi~ations subsystems, as applopliate. As described in more detail below, the code operated switch provides for bi-directional communication between a plurality of devices, such as the system 10 and the telecommunications subsystems 18 in the present invention.
While interface Cil~;ui~ / 17 could include a single code operated switch, such a 30 configuration would limit the number of telecommunications subsystems that could be supported by the present invention to the number of available outputs on the single code operated switch.
Thus, in accordance with another pler~lled embodiment of the present invention, multiple code n CA 0226170~ 1999-01-2~
wo 98/05152 PCTtUS97/13454 operated switches are coi2l-ec~d or c~c~decl together to allow for connection of additional teleco"~ l.ic~tions subsystems 18.
Figure 2 illustrates one such configuration. As seen in the example of Figure 2, three code operated switches are daisy-ch~in~d together to increase the number of managed 5 subsy~.Lellls that can be controlled by the present invention. Specifically, as seen in Figure 2, interface circuitry 17 includes a first code operated switch 210, a second code operated switch 220 and a third code operated switch 230. Each switch 210, 220, 230 includes an input 212, 222 and 232, respectively, and a plurality of outputs (such as, for example, 64 outputs) design~t~d generally at 214, 224 and 234, respectively. One output 216 from first code operated switch 210 is conn~ctçd to input 222 of the second code operated switch 220.
Similarly, one output 226 of the second code operated switch 220 is conn~cte~l to input 232 of the third code operated switch 230. In this manner, the three code operated switches 210, 220 and 230 are daisy-chained together.
Each of the three code operated switches in this configuration provides for bi-directional 15 co.,~ al;on between the inputs and outputs of each switch. Thus, data provided on co...in~l-ir~tion path 19 to input 212 of first code operated switch 210 will be tla~ ed to one of the outputs 214. Which output the data will be transferred to is controlled by command parameters passed with the data to input 212. Thus, each one of outputs 214, except output 216 that is conn~ct~cl to input 222 of the second code operated switch 220, can be conn~cted to 20 managed subsystems to be controlled by the present invention, such as teleco""-..---ications subsystems 18. Similarly, each one of outputs 224, except output 226 that is comlec~ed to input 232 of the third code operated switch 230, can also be conn~cted to managed sub..y~.tellls to be controlled by the present invention. Since the embodiment shown in Figure 2 omy includes three code operated switches c~cc~-led together, all outputs 234 of the third.code operated 25 switch 230 can be connected to additional managed subsystems. Of course, if additional outputs are required, additional code o~e~dted switches could be ca~ca(led to third code operated switch 230 as needed depending on the number of subsystems to be managed by the present invention.
As known to those of skill in the art, information received at input 212 of first code operated switch 210 is bifurcated into a series of discrete data packets for tr,.n~mi~sion to each 30 of the outputs 214. The division of the input data is controlled through the provision of co,~ s embedded in, or tld~ Led with, the input data. Thus, when multiple code operated switches are conn~cted together as shown in Figure 2, relatively short data packets int~n-ied for directed tr~n~mi~sion to subsystems are provided at all outputs 214 other than CA 0226170~ 1999-01-2~

WO 98/05152 rCT/US97/13454 output 216, which is conn~cted to input 222 of the second code operated switch 220. The data packet llal~fe~ d to output 216 is a con~t~n~tion of a plurality of data packets and control information that is further bifurcated as required to be provided to outputs 224 of the second code operated switch 220. A similar approach is used to transfer h~ll"ation to outputs of the 5 third (or fourth, etc. where more than three switches are used) code operated switch 230.
Referring again to Figure 1, c~ ""-l,-ir~tions paths 19 and 20 may be any suitable connection for transferring information between the system 10 and interface circuitry 17, and between interface circuitry 17 and telecommunications sub~y~ ls 18. In one preferred embodiment of the present invention, co--"-~ irations paths 19 and 20 include RS-232 serial 10 cables conn~ctçd between corresponding data ports on the system 10 and the interface Cil~uiLly 17 and between interface circuitry 17 and telecommunications subsystems 18. In another preferred embo~iment, col-l,l,u"ications paths 20 comprise a standard telephone connection used to transfer data, such as a dial-up modem connection. Of course, any suitable connection can be used for comml~nic~tions paths 19 and 20 provided that information may be exchanged 15 thefclllro~lgh. Thus, an ISDN link, dial-up or dedicated modem link, a direct serial or parallel link, a wireless data link (including AM, FM, digital, or any other suitable modulation scheme), a packet-switched network, an internet interconnection, or any similar or equivalent connection can advantageously be used with the present invention.
As (li.~c~lsse~l above, in one preferred embodiment of the present invention, interface 20 cil~;uilly 17 is one or more code operated switches. In an alternative preferred embodiment, interface circuitry 17 includes a local or wide area computer network, such as an ethernet network, token ring network, FDDI (fiber distributed data interface), CDDI (copper distributed data interface), ATM (asynchronous transfer mode) network, etc. In such a system, each of the teleco,.",~ ic~tions subsystems 18 would be connected to the network through suitable 25 n elwo~k interface circuitry, or NIC. Also, any hybrid of the aforementioned could be used, such as, for example, one code operated switch, one modem, three RS-232 serial interconnections, one FDDI, one NIC, one BRI ISDN interconnection, and one Internet interconnection. In addition, where it is impossible or undesirable to directly connect one or more of telecommunications subsystems 18 to the network infrastructure, a co,-"""l-ications 30 server can be used to facilitate comm--niration with these peripherals. Specifically, a co""-,lli-ications server, such as a personal computer, would be connected to the network through suitable network interface cil~;uilly and would co~ ic~te with the peripherals through a serial or other suitable data link.

n CA 0226170~ 1999-01-2~

Figure 3 illu..llaLes this p.refcll~d embodiment of the present invention, where like ~-cllces numerals from Figure 1 are used for like components. As seen in Figure 3, interface ch.;uilly 17 includes a local or wide area network 300. Co~ nir~tions paths 19 and 20 have been replaced with network interface cil~;uilry~ 302 and 304 lespe~ ely, which could include 5 a network interface circuit card and associated cable to connPct that card to the network 300.
In the embodiment shown in Figure 3, teleco~ ..lirations sub~.y~ ,ms 18 interface directly to l~lwol~ 300 through network interface circuitry 304. Therefore, telec~,..ll~,..,~ications sub~.y~.lcnls 18 must be capable of conn~cting with network interface circuitry 304. In the most p~cf.,llcd embo~lim~nt, each of telecn---~ll----ir~ti~.ns subsystems 18 has a colllyut~, interface slot 10 for receiving a standard network interface card that forms a portion of network interface Cil~;UiLly 304.
In the event that teleco.. ,~J.. ir~tions subsystems cannot be directly conn~cted to network 300, they may still be controlled in the embodiment of Figure 3 through another data co-~,-".-..ications interface, such as a serial data co~ ..ir~ti~7ns port. This is accomplished 15 through the use of a comml~nir~tions server 310. As shown in Figure 3, communications server 310 is conn~cted to llclwolh 300 through suitable network interface circuitry 306, which in a pref~lcd embodiment is similar to circuitry 304 and includes a network interface card and associated cable. Co.. ,-irations server 310 could be, for example a personal computing system with associated col.~ ic~tions software and circuitry 306 could be a network interface card, such as an ethernet network interface card and interconnPcting cable.
Comml~nir~tions server 310 is co~n~ctçd with one or more teleco......... ,l~ ations subsystems shown generally at 318 through co--~-...-.-irations paths 311. Telecomm--nir~tions subsystems 318 could include any suitable devices similar to those of managed subsystems 18 and in the embodiment shown in Figure 3, subsy~.~ellls 318 include a third Private Branch F.Y~.h~e telephone switch 312, a call accounting system 314, and a miscellaneous host 316, which could be another PBX, call accounting system, voice proces.cing system, co~ .uler telephony interface (CTI) device, Automatic call distribution (ACD) device, internet server, or other suitable device. Fullh~ llore, although not shown directly in Figure 3, the c~c~ded switch arrangement of Figure 2 could be ~tt~h~d to cu,,,,,,,~ tions server 310 to control a plurality of managed subsystems in a similar manner as that described above in connection with Figure 2.
As noted above with respect to coll.l"~ is~tions paths 19 and 20, co"""l.l~ tions paths 311 may be any suitable connection for transr~ g information between the commnnir~tinns CA 0226170~ 1999-01-2~

server 310 and teleco.,.".~.,ir~tions subsystems 318. In one ~l~;r~,.led embodiment of the present invention, col"""u~;c~tions paths 311 include RS-232 serial cables connrctrd between corresponding data ports on the co""-~ll"ir~tions server 310 and telecommunications subsystems 318. In another preferred embodiment, comm~1nic~tions paths 311 comprise a standard telephone connection used to transfer data, such as a dial-up modem connection. Of course, any suitable connection can be used for co~ llunications paths 311 provided that hlrollllation may be exchanged thelcLhlough. Thus, an ISDN link, dial-up or detlir-ated modem link, a direct serial or parallel link, a wireless data link (including AM, FM, digital, or any other suitable modulation scheme), a packet-switched network, an internet interconnection, or any 10 similar or equivalent connection can advantageously be used with the present invention.
The operation of system 10 will now be discussed in detail. As described above, one preferred embodiment the present invention includes a coll~ulel system, such as a personal cu~ L~l, conn~cte~l with one or more telecon,lllullications devices through a commllnic~tion path, and including operational software, a plefelled embodiment of which is included as source 15 code in the microfiche appe,ldi~. While the primary features and functions of the present invention provided by this operational software are described below, reference to the appendix by those of skill in the art will reveal many additional capabilities of the present invention.
Referring generally to Figures 1-3, in operation, system 10 receives and stores information nrcecc~ry to control the operation of the managed telecommunication subsystems 20 18 connrcte~ thereto. Thus, when connrcted with PBX switch 22, system 10 stores information used to control the operation of PBX switch 22 including key button ~cignments~ extension numbers, user name, etc. In addition, to facilitate maintenance and record keeping of the telecommunications system, system 10 also includes information relating to the physical layout of the teleco~ irations system, including the location, department code, and cable number 25 of telephone stations conn~ctecl thereto. Similar information can be stored in system 10 for any additional telecû--,,---l,~ir.~tions subsystems 18 as nrcesc~ry In one plefe~l.,d embodiment, system 10 includes an internal ll~t~base that includes a plurality of records, each including a plurality of values, used to control telecommunir~tions subsystems 18. Each record can be indexed by any suitable means, for example, by an 30 extension number of a telephone station connPcted with PBX telephone switch 22. Importantly, in accordance with the present invention, where telecommunications subsystems 18 include multiple different types of devices, a single record is stored that in- "ldes sufficient information to cor ~ol each of the dirr~lent types of equipment. For example, here similar data, such as n CA 0226170~ 1999-01-2~

extension number, is required for operation of both PBX telephone switch 22 and call accounting system 24, this infc,~ ation need only be stored once within a record in the internal tl~t~ha~e included in system 10. Of course, such information could be stored more than once for redlln~nry or back-up l)ulposes.
Thus, where changes or updates are made to the configuration of the teleco.~ . n iC~tions system, the updated or modified data need only be entered once by an opeldtor of system 10.
That is, if a user of, for example, PBX switch 22 moves from one location to another, this change in location need only be recorded one time. System 10 will then reprogram first PBX
switch 22, and any other of the managed telec~ --,.l",i~ti-)ns subsystems 18 as n~cesc~ry to reflect this change in location. Thus, in accordance with the present invention, data stored in more than one of the teleco""~ "irations subsystems 18 need only be changed once in system 10 and will then be downloaded as app~ol)liate to the teleco""~"~ic~tions sub~yslellls 18 when n~ce~S~ry.
Furthermore, system 10 will also take additional steps to facilitate this change in location. Specifically, for example, system 10 will reprint designation strips for all phones that included the moved station, updating of cable records, etc. Thus, in accordance with the present invention, data reflecting an update or change to the managed teleco",l",l.,ic~tions system is only required from the user a single time - with system 10 autom~tir~lly making additional updates, modifications and changes in response thereto. In this manner, mahllenance of the system is greatly simplified and thus the time re4uired for such mahllellallce is reduced.
This feature of the present invention, where similar data, such as extension number, need only be stored once within a record in the internal r~t~b~e included in system 10, is illustrated more clearly in Figure 11. As seen in Figure 11 a plurality of managed subsystems 18, including managed sub~y~ s 1100, 1102, 1104 and 1106, each include an internal ~1~t~b~e 1101, 1103, 1105 and 1107 cont~ining operating information for the respective managed subsystem. The information contained in each of the internal ~t~h~e~ 1101, 1103, 1105 and 1107 is transferred to system 10 and temporarily stored in d~t~h~es 1110, 1112, 1114 and 1116 ~,s~ecli~rely. The information within these temporary databases are then compacted or coll,pressed into a consolidated internal database 1118 stored within system 10.
Specifically, when receiving information from any of the managed subsy~lellls, system 10 first performs protocol and connectivity conversion to recover the hlfollnation depending on the specific type, brand and ~,pel~lillg system of the managed sub~y~lelll 18 from which the information was received. System 10 then performs a relational colll~le~sion of this CA 0226170~ 1999-01-2~

information and stores the result within internal (l~t~ka~e 1118 such that common il~o~ dlion stored within each of the managed subsy~lenls need only be stored a single time within the internal ~tabace 1118 of system 10 as described above. A reverse process is followed to tlal~rel- information from the internal database 1118 of system 10 to one of the managed subsystems 18. Specifically, information is retrieved from the internal database 1118 and a suitable process is performed to format, or uncompress, the information into a suitable form for the managed subsystem 18 to which the information will be lldl~rcllcd. Thereafter, the inrollllation is placed into the proper protocol and tr~n~mi~ted to the ~ro~,liate managed subsystem 18.
Importantly, the present invention provides a system and method capable of seamlessly integrating differing telecommunic~tions support products provided from various different m~nllfacturers or having differing ol,~laling systems. Generally, each dirrerclll m~mlf~cturer of telecomml~ni~tions equipment provides a slightly different command structure, or protocol, to communirate with that equipment. Thus, lcrclling to Figure 1, while first telephone switch 15 22 may be made by a first m~mlfacturer and require a first command sequence to provided to program a specific parameter, second telephone switch 23 could require a second, completely dirrelclll, comm~n~ sequence.
In accordance with the present invention, the ability to co~ ic~te with any number of differing types of telecommunications equipment employing any number of differing 20 comm~nrl structures or protocols is provided. Specifically, the teleco~uiu.~i-ications installation and management system of the present invention includes the ability to format comm~n(ls in differing manners depending on the specific equipment attached thereto. Thus, prior to lld~rcllhlg data or other information to the telecommllnirations equipment to be controlled, this information is first plopelly formatted so as to be received and understood by the 25 a~l~,pliate piece of equipment.
In a plefellcd embodiment of the present invention, a plurality of different software drivers are used based on the identity of the telecollllllullications equipment to be controlled by the system. Upon identifit~ation of the equipment by a user of the system, an appropliate driver is selected and used for all subsequent communication with that piece of equipment. Similarly, 30 in accordance with the present invention, difrelellL software drivers .are used for telecomml-nic~tions equipment having different command structures and operating systems.
Upon suitable identification of the equipment by a user, an applopfiate driver is selected based on the known command structures and opelalh~g system parameters and used for all subsequent n CA 0226170~ 1999-01-2~

co~ rAtior~ with that piece of ey~ ....k.,l In this fashion, the arGh;~ , of the sofLv~ale system is said to be ''modl-lAr'' or "object oriented."
Another important aspect of the present invention lies in the integration of the above desclil)ed telecomm~nications equipment management and control with other telephony services 5 typically pelrolll-ed either mAn~ally or through other special purpose equipment. Since detailed il~,.l-ation on the operational parameters of each of the telecol-",.l,i-ications e~luil~.--e.-l under control of the present invention is available, the present invention is uniquely sit~At~d to compile and output reports and other il~llllation that traditionally have beerl kept through manual records.
For example, tracking of repair requests can be easily implçm~ntkd in accordallce with the present invention by providing the ability to associate such requests with a predetermined record in the internal ~l~t~b~ce within the system 10. While the recordation of such requests is not typically stored within the telec~"""."-ic~tions e(luil,...ellt that is under the management and control of the present invention, this information can be inr.lude~ in the local ~A~h~ce that 15 also stores this infollllalion. Thus, in addition to storing parameters nkcesc~. ~ to control the operation of the teleco"",l~ ic~tions equipment, the present invention also tracks ancillary hlfolmation that can increase the efficiency of mAint~ining the telecommunications system.
When initially activated, system 10 provides a login screen to the user. Upon succec.cfully entry of a user name and password, system 10 first alL~ Ls to co""~ t~ with 20 each of the managed sub~y~lellls, for example teleco"""~n,i~tions subs~ ellls 18. ~f a problem is encountered in c~ r~ting with any of the managed subsystems, system .10 will display an applo~,iate error message and will normally temporarily suspend access until the co-",-,.~t-i~tion problem is corrected. If, however, co,,,,,,,~,,ications cannot be established, it is possible to operate system 10 in an "offline" mode. In this mode of operation, system 10 25 will not attempt to commnni~t~ with the managed sub~ ellls and will not pelrollll inttorn~l checks for standard data entry errors such as the exi~tçn~e of an e~cten~ion record prior to allowing the number to be added to a button on a telephone station. Since error çh~cl~ing is not pelrolllled during data entry, prior to downloading the changed records to the managed :~U~,y~l~lll, a check for any logical data entry errors can be pe.rollned at a later time as 30 described below.
Upon successful co~ irAIi~ n with one or more of the managed ~ub~y~lellls, or upon initiation of offline mode, system 10 displays a main menu s-lbstAntiAlly as shown in Figure 4.
Of course, those of skill in the art will understand that the menu options shown in Figure 4 can CA 0226170~ 1999-01-2~

be mo~lif1P~I or supplemented as required to provide user functionality. Importantly, however, one feature of the present invention is the provision of a standardized user hll~.race that can be used to enter and change information that is used to control various different te1ecomml-nir~tions devices. Thus, in accordance with the present invention, the main menu 5 shown in Figure 4 will have subst~nti~lly the same apl)eal~llce regardless of the telecomml-nir~tions system to be managed and regardless of the differing devices used to make up that teleco,,,,,,~nir~tions system. Therefore, once an operator is f~mili~r with the operation of the present invention, that operator will be able to update and control an almost lmlimite~
number of differing devices without having to relearn a new command interface. Thus, whether 10 the user is (1) m~n~ging and controlling an integrated telecomlllul~ications package including a PBX, call accounting system and voice mrc.s~ging system made by a common manufacturer;
(2) m~n~ging and controlling a teleco"""lll~irations system including devices niade by diverse m~mlf~chlrers; or (3) m~n~ging and controlling multiple telecommunications systems, each having devices made by the same or diverse m~mlf~rtllrers, the same user friendly command 15 interface is used.
As noted above, system 10 includes an internal ~t~b~ce that includes a plurality of records, each including a plurality of fields cont~ining hlfollllation such as extension number, name, button assignment values, voicemail parameters, cable records, and other operational data. As generally designated at 400 in Figure 4, system 10 includes several standard searches 20 that can be used to locate a given record and display the contents of its fields. For example, a user can locate information regarding a particular telephone by entering an extension 402, last name 404, equipment number 406, location 408, or cable number 410 by selecting the ~ ,pliate entry from the main menu shown in Figure 4. Other search criteria can be entered inrhlt~ing room number, department, MDF and House Pair, and other user defined fields by 25 selecting "Other Searches" option 412 from the main menu. Once a proper record is located, information may be changed and system 10 will automatically update all attached managed subsystems, such as teleco~ r~tions subsy~ ls 18 shown in Figure 1, as required.When performing an extension 402 search, system 10 will prompt the user for a desired extension number. Upon entry of the last digit of the extension number, system 10 will locate 30 the corresponding record and display it to the user as described below. In accordance with the present invention, system 10 can be configured to operate with variable length extension numbers. Generally, however, system 10 requires extension numbers to be unique for each record. Thus, if multiple records for the same extension are required (i.e. for multiple listing n CA 02261705 1999-01-2~

W O 98/OS152 PCTrUS97/13454 in a direclol~), the present invention provides a special field - the published number field - for this purpose.
The uniqueness re~ helllell~ of the extension number serves to hi~hlight one feature of one p~fe,l.,d embodiment of the present invention, which is described in more detail below in 5 col~ecLion with the Utilities option 414 submenu. When receiving input from a user, system 10 checks that input to verify its validity prior to a~ lplhlg to upload that information to a managed sub~y~lem. In this .nan"el, data entry errors that could effect the ~,lrollllal~ce of the managed sub~y~lelll can be isolated and coll~,.,led prior to progl~ of the managed device.
Thus, for example, where a user enters a duplicate extension number, system 10 will detect that 10 duplicate entry and issue an error message to the user informing her of the duplicate extension number.
In addition, one important feature of the present invention lies in its ability to quickly detect duplicative effort in making data entries. Specifically, in accordance with one ~lerelled embodiment of the present invention, multiple users are permitted to edit a single data record 15 at the same time. If, however, multiple users attempt to modify the same hlfolnlation, system 10 will issue a warning in~lirating that only one user can modify that infollllation. T h e retn~ining search options - name 404, equipment number 406, location 408, and cable number 410 - operate in a similar manner by ~rolll~ling the user for a desired search criteria and then locating records that conform to that search criteria. The "other searches" option 412 provides 20 a ~ublll.,llu of other fields that can be searched, preferably including the ability to search on a department name, house cable pair, MDF tie cable pair search, pick-up group search and/or data extension search. Of course, those skilled in the art will recognize that other fields and similar features for duplicate data tests could be added to this submenu to meet user ~etn~n-1c.
From the above, it will be clear that the present invention provides colllpl~,hellsive and 25 complete searching capabilities to allow a user thereof to locate a desired record in a number of different l~lamlel~. In accoldal1ce with the present invention, a record can be located based on whatever information is available to a user. When that information is not sufficient to isolate a single record, multiple records that satisfy the search criteria can be displayed in a s..~ .y form embodied as a "pop-up window" with spreadsheet-like attributes to allow the 30 user to select the desired record for more ~iP-t~ilPd display. Thus, those of skill in the art will ap~r.,ciate from the above description and the ~tt~ch~ source code in the microfiche appendix that the present invention provides great flexibility to the user in selecting and locating a desired record for review or mo~ifir~tiOn.

. . , CA 0226170~ 1999-01-2~

Once a desired record is located in the internal ti~t~b~ce of system 10 based on a given search criteria, the record will be displayed with the field used for the search highlightPd to the user. The user may then scroll through the rem~ining records, indexed by the highlight~d field, by pressing an ap~lol,liate key on input device 14 of system 10. Importantly, once a desired 5 record is located, the user may change the highliFhs~d search field and thereafter scroll through the rem~ining records as inrlex~d by this new search field. Thus, upon locating a record by name, for example "Doe, John, " the highli~ht~ d search field can be changed to the "location"
field to index the ~1~t~hace by location. Thereafter, records can be scrolled accordingly to location in order to view other telephone stations in the same or nearby location to the 10 originally selected record in a logical, straight forward manner, avoiding the trouble of recalling the prior screen and making a different field search selection.
In addition, in order to facilitate selection of an applopliate record, system 10 provide the ability to display a shortened s~lmm~ry of a plurality of records at one time. Upon locating the desired record s--mm~ry, a user may then access and display the detailed record by 15 operation of an appropriate key on the input device 14. One method of activating this feature of "scanning" multiple records at a time is through actuation of an applol)liate function key, such as F1, as described below.
A typical record 500 within the d~t~hace of system 10 as it is displayed on output device 16 is shown in Figure 5. As seen in Figure 5, each record includes a plurality of fields that 20 contain information for a given extension, user, or other unique field as generally indicated at 501. While many fields are displayed in Figure 5, it is a further feature of the present invention that additional "hidden" fields can be present that are only displayed when specifically requested by a user. Furthermore, while Figure 5 depicts an illustrative record display screen, the executable program as set forth in the attached software appendix allows new fields to be 25 added, existing fields deleted, or the field display order leallallged as desired by the user of the system.
In addition, the record 500 also includes one or more status messages 502, wherea~l,ropliate. For example, record 500 could display the message "upload required" as illustrated in Figure 5. This status message in(lic~tes that the current record had some changes 30 that were not successfully updated in one of the managed telecommlmic~tions device's operating database(s). As noted above, one feature of the present invention is to provide real-time access to a plurality of teleco~ lnications devices and to facilitate real-time mol1ific~tion to operating parameters of these devices. Wh~-~ the system 10 cannot make such real-time modifications, n CA 0226170~ 1999-01-2~

W O 98/05152 PCTrUS97/13454 however, it will record such circumct~nre and notify the user that these changes could not be made. This may occur, for example, when a~ ing to update il~llnation in a PBX for telephone stations that are busy.
When such a situation occurs, the system 10 will attempt to lella~ lit these S mo~ific~tions the next time that the record 500 is edited. In addition, the user can actuate the F4 key on input device 14 to imm~ tely attempt a retl~ icsion of record 500.
Ful~le"llore, as described in more detail below, a s.. ~.y report of all flagged records (including various status mess~ges) can be generated by selecting the Work Order Log option 422 (Figure 4) from the main menu. Also, where multiple records are m~rk~ as "upload 10 required," the user can select the Upload to PBX option 808 (Figure 8) under the System Connections option 424 (Figure 4) to attempt a Icll~--c--~icsinn of all records that require uploading. This feature is described in more detail below in colllle~;lion with Figure 8, illustrating the ~ystem Connections option 424 submenu.
There are also several other status messages that could be displayed in this location in 15 accordallce with the present invention. First, the system 10 could display a "Work Order Open" mrc.c~ge, which in(lir~tes that there are one or more work orders open for the currently displayed record. A summ~ry of all open work orders can be received by selecting the Work Order Log option 422 (Figure 4) from the Main Menu. In addition, system 10 could display a status message of "C~omm~nts Exist," in(lic~ting that the generic commentc field for the 20 cullclllly displayed record has text in it. Of course, other status messages could easily be added in accordance with the present invention, as required.
Record 500 also includes a display of currently available function keys and associated functions, as generally design~ted at 504. Of course, the functions ~csignr~l to each function key can be varied to suit user applic~tion.c and those illustrated in Figure 5 are exemplary for 25 one ~l~Çelled embodiment of the present invention only. As seen in Figure 5, the functionality for each function key is generally inten-led to stre~mlin~ management of the teleco,."~ ir~tions system. Thus, by pressing the Fl key, the user can place system 10 into a "sc~nning" mode wh.,~ehl multiple records are displayed in ~I....n~.y form. For example, a summ~ry of 13 records could be displayed on a single screen, thus allowing the user to more quickly review 30 all records to locate a record for which more detailed information is desired. The user may then access this record and receive a record display similar to that shown in Figure 5 for the selecte~ record.

, . . .

CA 0226170~ 1999-01-2~

WO 98105152 PCTtUS97113454 The F2 function key enters the edit mode, thus allowing the user to make changes to the il~olmation contained within the record. The editing of data is pclrolll,ed in any suitable manner common to computer database application, such as the plcsellLdtion of the currently existing data to the user with the ability to modify or update that data as desired. Function key F3 ~cces~es the work order menu for the extension associated with the selected record. In the work order menu, the user can add, update, or close a work order for the extension associated with the displayed record. The F4 function key, as described above, causes the system 10 to imm~ ely attempt to upload the currently displayed record to all managed teleco~ lni~tions equipment. The FS function key allows the user to modify and/or print (le~jgn~tion labels for 10 the telephone station associated with the currently displayed record.
The F6 function key instructs the system 10 to delete the currently displayed record.
However, the system 10 will delete the record only if doing so will not require an update of a managed subsystem. Thus, this option is most useful when deleting a record that was added for purposes of tracking cable numbers or extra listings for a directory. If the record cannot 15 be deleted through this function because an update of a managed sub~y~lelll would be required, the system 10 will instruct the user to use the Delete Extension Number option 420 from the Main Menu.
As previously ~ c~-ssed, the present invention provides for real-time management and control of a number of differing teleco-lllllllllirations subsystems through a single integrated 20 database structure. Often, these subsystems will be geographically dispersed from each other.
By opeldLillg the F7 function key, a user of the present invention can access only those records relating to a single device, such as a PBX. Operation of the F7 key causes a pick list to be present to the user from which a desired PBX or managed device can be chosen. Thereafter, only records for that PBX will be displayed until the user cancels the filter comm~n-l.
The F8 function key instructs the system 10 to print the contents of the presently displayed record, including key station button assignments and comments.
The F9 function key bypasses the standard user friendly interface of system 10 and plcsenl~ the user with a command line style interface to directly col"",ll~ al~ with a selected teleco""".,l-ir~tions device through a direct TTY terminal session. This mode of operation is 30 similar to the existing "dumb terminal" style of interface and is typically used for troubleshooting or native host pro~ ."""il-g.
The F10 function key access a PBX verb-noun command language i~ relel to allow for entry of a verb-noun combination for accessing of a program template. This mode of n CA 0226170~ 1999-01-2~

operation should generally only be used when the l,a~ desired to be ~lp~t~d are not aec~ssihle through the standard record fields of system 10 and will only be available to the user when system 10 succescfully ~tt~clle,c to and colll.llunicates with the PBX device. In this mode of operation, system 10 is similar to the Meridian Manager~ and Switchview sy~ lls di.ccllcse~l 5 above.
Referring again to Figure 4, the Utilities option 414 will now be described in more detail. When this option is selected, a Utilities ~ubnlell~l having a form sukst~nt~ y as illustrated in Figure 6 is displayed to the user. As seen in Figure 6, the Backup Database option 602 creates a backup disk or disks for the d~t~qb~ce stored within the system 10. As 10 dicc~lssed above, one pl~felled embodiment of the present invention in~ des a pel~onal coml)ul~r having suitable mass storage capability, such as a hard disk, that contains the ~l~t~b~ce used to store the information for the managed devices. The number of disks and time n~cess~ry to backup the d~t~bace varies dependillg on the number of records in the d~t~b~ce, which is related to the number and type of devices to be managed.
The second option, Reindex Database 604, re-sorts the database files used in the present invention. This option is performed in the event that the ~t~bace order seems erratic or if searches fail to locate valid records. In addition, this option is pelrolllled whenever the present invention does not undergo an orderly shutdown (i.e. if the system experiences a power outage prior to exiting the system software). Again, as with the Backup Database option 602, the time 20 required to reindex the system ~t~b~ce depend on the number of records present in the ~ha.ce .
The Labels option 606 allows for printing of labels for terminal blocks, such as 66M150, 110 type, Bix, Krone, and patch panels, as well as station and equipm~nt cable labels, f~cem~ts and design~tion strips.
2~ The Pack Database option 608 is used to remove all records that have been m~rk~d for deletion and to sim~lt~n~ously reindex the ~l~t~b~ce as in the Reindex Database option 604.
When a record is "deleted" using a delete comm~n-1, that record will be removed from viewing and report functions, but the i~ nation will remain in the d~t~h~e structure until the ~t~b~e is pac~ d. Thus, the present invention provides support for recovering "deleted" h~ollllation 30 prior to packing of the database from which the hlfollllalion has been deleted.
The Phone Count option 610 causes system 10 to count every type of phone present in the ~t~h~e and to display the total number for each phone type. This information is up~t~d aulo.~ ic~lly as records are added, deleted or changed, thereby el~ulil~ up-to-date and CA 0226170~ 1999-01-2~

accurate inrollllation on system inventory. Where multiple PBX systems are being controlled, the present invention allows the user to pick a specific system for which the phone count will be pelrolllled. In addition, this option provides information for all PBXs in a system where multiple PBXs are present. Specifically, this option provides the following h~llllation: (1) 5 Current PBX (Allocated) - the total number of records by phone type for the current PBX
including records that have not yet been ~ccign-o~l PBX equipment numbers; (2) Current PBX
(Active) - the total number of records by phone type for the current PBX that have PBX
equipment numbers ~ccign~d to them; (3) Entire Site (Allocated) - tne total number of records by phone type for all PBXs including records that have not yet been assigned PBX equipment 10 numbers; (4) Entire Site (Active) - the total number of records by phone type for all PBXs that have PBX equipment numbers assigned to them. Where a single PBX is being managed and controlled by system 10, the "current" and "entire" results will be the same.
The Check and Load Database option 612 provides a further submenu of tests that can be performed by the present invention on the ~l~t~b~ce structure contained within system 10.
15 The different tests allow the system 10 to detect logical data entry errors such as the occullellce of duplicate data entries in the database structure of system 10. While the duplicate information may sometimes be valid (i.e. two employees having the same name), duplicate hlrol,l,ation may be the result of a data entry error or an error in customer information. The CHECK.PRG
program discussed above performs this function in one plef~l,ed embodiment of the present 20 invention.
This option will generally not correct any errors ~çtçctecl, but merely serves as a tool to aid the user in the detection of database errors. In most cases, the fewer dupiicate ent;y and logical errors detectçcl, the less likely an error will result when processing information during an add, delete or change process, or during the upload of the database information to a managed 25 subsystem, such as a PBX system.
The Check and Load Database option 612 includes the following individual tests that can be pelrolllled on the c~t~ ce structure within system 10. First, the system checks for problems related to button ~csignm~ontc on telephone stations, such as digital phones, including ch~ing that: (1) duplicate feature and extension numbers are not accignto(l on the same phone;
30 (2) extension numbers assigned to buttons actually exist as valid records in the ~l~t~b~ce structure of system 10; (3) extension numbers do not cross a PBX boundary in multiple PBX
teleco,--",.l~ tions systems; (4) no duplicate intercoms are assigned to the same phone; and (5) an extension number does not appear more than 31 times.

n CA 0226170~ 1999-01-2~

Second, the system checks for problems related to duplicate entry errors, button~ ignm~ont errors, and the other additional cl~t~bace ill~egliLy errors. Specifically, system 10 checks for duplicate entry of the same prime extension number; the same exact name; the same room/location number; the same eq--ipm~nt number; the same cable number; the same MDF
5 pair number; the same house cable pair number; and the same long ~ t~n~e authorization code.
In addition to the above, system 10 further checks for the following additional ~t~b~.~e integrity errors: (1) blank directory or LCD names; (2) blank e4uipJllellL numbers for digital or analog telephone types; (3) blank location numbers for digital and analog telephones; (4) a.c~ignto~l mailbox class of service for extensions with mailboxes; (5) m~ching mailbox and 10 prime extension numbers; (6) existence of pickup group pilot numbers; and (7) PBX boundary checks for pickup groups and button ~Csignments The Vacant Numbers option 614 displays nn~c$i~n~d numbers in any given range of the ~t~b~se contained within system 10. This feature is particularly useful when ~csjgnin~ groups of phones or when trying to determine available numbers for planning purposes. The system 15 plo~ L~ the user for the beginning and ending numbers of the range, and then displays all vacant numbers within that range.
The Create Microcall SDFFile option 616 is used when the telec~ "~ r~tions system includes a Microcall Call Accounting system. This utility creates an export file that contains the applo~liate ~lat~h~ce information from system 10 in a Standard Data Format (SDF). The 20 Microcall system can then import this file prior to running any call accounting reports. In this marmer, the requirement to m~ml~lly update the Microcall system, or another brand of call accounting system, is elimin~ted.
The Export Dial~ Name option 618 creates an export disk for use with a Fujitsu Dial-By-Name server, thus elimin~ting the need to m~ml~lly update entries in the Dial-By-Name 25 server. The file created by this option can be imported to the Fujitsu Dial-By-Name server, or to any other suitable device.
The Site Profile option 620 displays the set-up information for the system 10, including customer name and address, emergency contact numbers, co.. l.lnir~tions speed settings, DID
llulllbel ranges, printer adjllstm~nts, field names, data entry format requirements, field validity 30 expressions, and other miscellaneous system default values.
The Add New Station Record option 622 is used to add miscell~nPous records that do not have an associated extension number ~.sign~d thereto. That is, this option is used to add records for stations cables, router ports, etc., all of which do not have a unique extension CA 0226170~ 1999-01-2~

number associated thelewiLh. Similarly, the Remove Station Record option 624 and the Print Station Records option 626 are used to delete and print such records contained within the internal database of system 10.
Referring again to Figure 4, the Assign Extension Number option 416 will now be 5 ~ c~ e~1 in more detail. Specifically, this option is selected every time a user wishes to add a new station to the managed telec~"""",-ications network. System 10 will autom~tir~lly choose an available extension and equipment number, or the user may enter a choice of her own. Furthermore, minim~l additional information will be required to be supplied, depending on the configuration of the telecu"""~ ir~tions system to be managed. Generally, the minim~l 10 information required includes phone type, and the name and location of the user. System 10 will display a default phone type that can be accepted or modified by the user. In addition, if the user is unsure about the proper phone type, they may type a letter of the alphabet and system 10 will display a list of valid phone types that can be scrolled through for selection by the user.
Once a phone type has been selected, system 10 will check for an available PBX
equipment number for the given type of phone. System 10 will display the lowest vacant extension number and the user may choose this extension, or search for and enter another available number. If the user entered number is not, in fact, available, system 10 will issue an error message and assign the next highest available extension number from the number 20 requested. Once an available number is selected, system 10 will display a data entry screen to the user. Upon entry of this information, system 10 will autom~tir~lly program a PBX, Voicemail, and any other related subsystems conn~-cte~l thereto as described above.
Furthermore, if the teleco"~ ir~tions system is a multi-PBX network, system 10 will also autom~tirally update the specific routing tables in each PBX node to ensure proper on-net 25 dialing, name display and feature transpa~ ;y for the new station. In this manner, synchronization is m~int~in~d between all related subsystems (nodes and peripherals) to ensure proper interrelation and operation of these subsystems.
The Change Extension Number option 418 allows a user to change an extension number in a managed PBX, including pick-up groups, hunt groups, and the line appearance on other 30 telephones. Again, importantly, system 10 will also automatically update voicemail, call accounting, and other systems with the changed information where apprupliate.
The Delete Extension Number option 420 is used to delete an extension and associated record from the database contained within system 10. When this option is selected, system 10 n CA 0226170~ 1999-01-2~

WO 98/05152 rCT/US97tl3454 will display the Name for the selecte~1 extension and any line aypealdilces of this extension on other phones. System 10 will then ask for confirm~tion to delete this extension. If the user conri,llls deletion, system 10 will remove all button assignm~nts on the phone, and remove all pickup groups, hunt groups, call f~l~aldhlg and message waiting information associated with S the extension. Phones on which the deleted phone would appear on a feature button are also updated appl~pliately. System 10 will retain cable information for the given location for later re-use unless the cable number, house pair and MDF pair fields are blanked prior to deleting the record. In addition, if the station is a digital station and a data device (DTA) is defined for that station, then the data device will also be removed along with the station record.
If the extension is a Pickup group Pilot station, system 10 will display the members of the group and allow the user to select a new number as the pilot for that group. If a voicemail box is ~csignPd to the extension, system 10 will prompt the user to confirm deletion of the associated voicemail box as well. Finally, system 10 will remove the record from view in any further searches or reports. System 10 will temporarily m~int~in the record information on the 15 system until such time as a pack d~t~ba~e cornmand is issued. Until that time, the information may be restored if n-oceSs~ry, Referring again to Figure 4, the Work Order Log option 422 will now be described in more detail. When this option is selected, a Work Order submenu having a form subst~nti~lly as illustrated in Figure 7 is displayed to the user. The Work Order submenu generally offers 20 choices to view and print work orders based on a variety of selection criteria. Specifically, the Output Open Work Order Summary option 702 will display the name, extension and room number of all open work orders to the system user. Similarly, the Output Open Work Order Tickets option 704 outputs an entire work order, cont~ining all information contained within the ~l~t~ba~e in system 10, for each open order. Generally, this report will provide the extension, 25 name, department, equipment number, cable hlrolnlation, button assignmP-nt~, trouble reported, date and time order was received, person placing the order, etc. for each open work order.
Each order is printed on a se~a~le sheet, with a "signature" and "work completed" area for a tçrhnirian to complete prior to closing the work order. The Output All Work Order Tickets option 706 is similar to the Output Open Work Order Tickets option 704 except that a complete 30 work order is output for every work order in the database of system 10 instead of just for open work orders. Of course, additional features could be added to the Work Order submenu as desired, including a technician log-on/off capability; time tracking capability; mapping CA 0226170~ 1999-01-2~

capability wherein the system would generate a map to the location where trouble was suspected; and key pro~ lllel~t and control procedures.
The Upload Required Flagged Records option 708 produces a report listing the names and extensions of all records in the ~l~t~bace that are not synchronized with one or more managed subsystems, including a PBX, Voicemail, or call accounting system. All records entered in offline mode, or that encounter an error during an upload process, are flagged as requiring an upload.
The Repair Code Summary Report option 710 produces a report based on a date range of given work order activity. All work orders are summarized into categories when they are 10 closed, including addition, deletion, program changes, voicemail problem, cable problem, equipment problem, telephone company problem, no trouble found~ end-user, policy and other categories.
The Search by Order Number option 712 allows the user of system 10 to locate a work order based on an ~c~ign~d work order number, which are autom:~tir~lly generated when a work 15 order is initially opened. Finally, the Service Dispatch Order Sheets option 714 produces a report cont~ining basic installer information used for org~ni7ing departmental moves or activities involving the relocation of up to 20 phones. System 10 prompt the user to enter a list of up to 20 extension numbers and then produces a report cont~ining the extension, equipment number, name, department, cable and room number information.
Referring again to Figure 4, the System Connections option 424 will now be described in more detail. When this option is selected, a System Connections submenu having a form subst~nti~lly as illustrated in Figure 8 is displayed to the user. The system connections submenu generally contains selections which allow the user of system 10 to establish direct connections with various managed subsysLe.lls connected thereto. Specifically, the PBX
25 Command Language option 802 provides access to a PBX command ill~ lel for direct verb-noun comm~n-l input. Verb-noun type comm~n~s can be generally issued to access a series of help fields and menus for a "fill in the blank" type of PBX progr~mming template. The resulting screens and general input format are similar to that found in, for example, the Fujitsu EMML System. In addition, comm~n~ can also be issued in an EMML format with comma 30 delimited arguments for direct download to the PBX or other managed subsystem(s). Where there are multiple managed subsystems including, for example, multiple PBX systems, a two or three (or more) character PBX identifier, which is ~ign~d to each PBX in a profile setting of system 10, can be prefixed before each entered command. In this manner, quick selection n CA 0226170~ 1999-01-2~

WO 98/~152 PCTIUS97/13454 of comman~l based pro~ g of any managed subsystem in a network can be accomplished without requiring time co~ g login and/or manual dial up procedures.
Impo~La~ly, when changes are made from the PBX command line, the int~rn~ tabace contained within system 10 is not upd~ted. Therefore, the use of the PBX Command Language 5 option 802 should only be used to make changes or inq~liriec to a managed subsystem that is not normally ~ccessible through the other menus and options provided within system 10.
Otherwise, loss of synchlu~ tion belweell the internal ~t~bace stored within system 10 and the operational ~t~h~ce within the managed subsystem can result.
The PBX l~Y Session option 804 jniti~t~ s a direct TTY console session using the10 commlmi~tion parameters and co,.,...~l"ir~tion port established in the profile configuration of system 10. This mode of operation is generally used as a troubleshooting tool to comml-nic~te with a managed subsy~ l or modem, and allows a user to bypass any controls placed upon the co-.~,-,--,-ication link by system 10.
The Voicem~il Menu Session option 806 acces.ses a voicemail system console screen and 15 pelroll,ls an automated login to the voicemail system. A user of system 10 may then issue progr~mming c-~r---,~ ls to the voicemail system using the native voicemail programming language and syntax. As with the PBX Command Language option 802, changes made to the voicemail system using this option do not update the internal d~t~b~ce stored within system 10.
Therefore, loss of ~l~t~b~se synchlùl~alion between the internal ~t~h~ce within system 10 and 20 the d~t~ha~e within the voicemail system can occur and resynchlûlli~alion will be required.
The Upload Database to PBX option 808 transfers information stored within the internal ~l~t~b~ce of system 10 to an operational ~~t~base within a PBX or other managed subsystem.
System 10 can send the entire ~~t~bace contents or only information contained in specifically flagged recûrds, such as records flagged as "upload required" as ~ c~cce~ above. By 25 uploading only the flagged records, synchronization between the int~ l d~tabace within system 10 and the operational ~l~t~k~ce within the PBX or other managed subsy~Lelll can quickly be achieved. In the alLe..~ e, if the user chooses to upload all records within the internal database of system 10, then system 10 will send the contents of every station record contained therein to the PBX or other managed subsystem and will override all corresponding existing 30 progr:~mming il~ollllation contained within that managed sub~y~telll. This type of upload is usually only ~elro~llled at the time of an initial system inct~ tion, or as part of catastrophic recovery procedure, etc.

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The Download PBX to Database option 810 is used to replace all information within the internal t~t~b~se of system 10 with the related information located in a PBX or other managed subsystem. System 10 will query the PBX or other managed subsystem for extension, call forwarding, class of service, pickup group, button ~.cignmlont information, etc. and will replace 5 its existing information with the information collected from the PBX or other managed subsystem. In the event that system 10 does not contain any information at all (including any record) corresponding to the received extension number, system 10 will create a new record for that extension and will use the available hlro,l"ation from the PBX or other managed subsystem to populate the fields within that record wherever possible. This operation is 10 normally used only when changes have been made to a PBX without the use of system 10, or when in~t~lling system 10 at a new location that already has an installed telecornmunications system for the purpose of constructing an initial ~l~t~b~e within system 10.
The Assign Undefined Equipment option 814 is normally only used to assign PBX
equipment numbers for station records that have been entered in the offline edit mode. This 15 procedure autom~tir~lly assigns equipment numbers to both digital and analog telephone types within the internal d~t~b~e of system 10 so that they may be activated in the Check and Load Database option 612 discussed above in connection with Figure 6. The packages that will be needed for the desired station records must first be installed using the PBX Package Database option 820 (li~cus~e~ below in order for this routine to function propelly. System 10 evaluates 20 the available PBX packages and assigns equipment numbers based on the phone type contained in each record. System 10 then assigns equipment numbers sequentially based on the MD~ pair and/or room location to facilitate efficient cross connections at the MDF.
The Feature Access Number Plan option 816 is used to organize, synchronize, assign and delete access codes to various feaLu~es in the PBX or other managed subsystems such as 25 call forwarding, group pick up, etc. This option allows access to the "global" features database, as well as the per switch numbering plan and trunk group ~.cignm~nt databases.
The Download Voicemail Database option 818 is used to replace all information within the internal d~t~b~ce of system 10 with the corresponding information located in a voicemail system. System 10 will query the voicemail system for mailbox number, name, department, 30 mailbox feature, class of service and ~tten~nt escape number and other data. System 10 will then replace all corresponding existing information with the new information collected from the voicemail system or, in the event that system 10 does not contain any information for a given n CA 0226170~ 1999-01-2~

extension, system 10 will create a new record and use the voicemail system information to populate the fields where possible.
The PBX Package Database option 820 is used to assign new station trunk and other mi~cell~nPous circuit card packages in the PBX or other managed subsystem. This option is S also used to synchronize an exi~ting PBX package d~b~.ce with the package ~ h~ce contained within system 10 for new in.ct~ tions, or if circuit card packages are in~t~lled in the PBX in the offline mode or using EMML, or to facilitate large reconfigurations.
The SYNCHRONIZE AUTH CODES option 822 verifies the exi~tenr~e of all dialing authorization codes located within the inttorn~ t~b~e of system 10 for each PBX or other 10 managed sub~.y~.Lem. System 10 queries the OFFCODE table or tables in each PBX or other managed subsystem and compares the entries with the OFFCODE value of each record within system 10. If an entry is found in the internal database of system 10 that is not located in the PBX table or tables, system 10 will ~ltoln~ti~lly program the OFFCODE in the PBX.
Furthermore, if an OFFCODE is found in a PBX, but is not contained within a valid record 15 of system 10, system 10 will delete the OFF'CODE from the PBX. This prevents lln~llthorized use of PBX trunk routes or unaccounted billing records. Therefore, it is illlpo~ t to make sure that all records requiring authorization codes within the internal fl~t~h~ce of system 10 have been updated prior to running this procedure.
The TCSI TELNET SESSION option 824 allows a co.~ ion session to occur 20 between the present invention and another Host lltili7ing the Telnet protocol. The IP address of the Host system must be entered into system 10 and a Local/Wide area network interface card must be equipped in the system 10 to establish the Telnet session. Telnet sessions are useful because many Hosts use this standard protocol for remote access to configuration and management functions in addition to any direct serial, hardwile or dialup co...",.~"ication 25 interface ports.
Referring again to Figure 4, Trunk Information option 426 provides a submenu cont~inin~ information on PBX trunks, trunk groups, carrier information, circuit ID and trunk related repair orders. The View/Print Reports option 428 accesses a report generator contained within system 10. The report gellelator allows a user to create reports by selecting the fields, 30 sort order, and any special filters that should be applied to the report. The reslllting reports can be viewed on screen prior to printing or saved to a ASCII text file. Furthermore, the selec~ report criteria can be saved under unique report names for later duplication.

CA 0226170~ 1999-01-2~
wo 98/05152 PCT/USg7/13454 Finally, the QUIT option 430 termin~tes operation of the program contained within system 10, closes all open database files and writes any information in memory to the mass storage device(s), including mirrored information stored on a RAID or similar device.
Referring next to Figure 9, an overview of a plefell~d method for developing, S tran.cl~tinE, Lldl~lllillillg and conrilllling receipt of operational parameters for managed subsystems of a teleco~ n-,--ir~tions system in accordance with the present invention is illustrated. As can be seen in Figure 9, the process begins at block 910. Next, in block 912, a system configuration database is developed. The development of the system configuration database could be accomplished in a number of different and advantageous ways depending on 10 the objective to be achieved. For example, if it is desired to merely add a new user or to change the location of an existing user, this updated infollllation may be m~ml~lly entered into an existing system configuration database by an operator in a manner described above in connection with Figures 4-8. In the ~ltern~tive~ if a new or upgraded component of a telecommnnir~tions system is to be installed, system configuration information could first be 15 downloaded from the old component and any desired changes entered therein to forrn the system configuration d~r~b~ce.
Upon development of the system configuration database, control lldl~r~l~ to block 914, where the system database is translated into system configuration information having a suitable format for the desired telecommunications device or devices. That is, depending on the 20 telecommunications devices that are to be updated or reprogrammed, the data contained in the system configuration tl~t~ba~e is converted into a format suitable for transmission to the desired telecommllnir~tions system. This format can vary depending on the make or model of the telecolllll~ ications device to be reprogrammed and further depending on the specific cornmand structure and operating systems employed in such devices. As previously noted, in accordance 25 with one preferred embodiment of the present invention, a plurality of software drivers are provided to facilitate co~ nications between system 10 and a number of differing managed ~ubsy~lellls. Any n~cess~ry format conversion is preferably perforrned by these driver routines, thus increasing the flexibility and adaptability of the present invention.
Next, in block 916, the formatted system configuration information is ll~r~relled to the 30 apl)lo~liate managed teleco-""--l~-ic~tions subsystems. As described above in connection with Figure 1-3, the tr~n~mi~.sion of this information can be perform in a variety of ways depending on the physical configuration of the teleco,,,,,-~ ic~tions system. Importantly, were multiple n CA 0226170~ 1999-01-2~

dirr."ing managed subsystems make up the teleco~ ir~tions system, the configuration information will be llal~re~ d to each of these system in a suitable format.
After tr~n.cmi~.sion of the fonn~ttP~ configuration info,--,ation, control tlal~r~.s to block 918, where the system 10 confirms receipt of the system configuration hlfoll,lation by each of S the managed sub~y~ . In this ~llamler, system 10 collfilllls that the system configuration information was properly received and processed by each of the managed subsystems. After this co.~ri, ...~tion, system 10 discards the previous information and updates its int~rn~ t~h~e a~ropliately, thus ensuring synchronization between the internal ~l~t~b~e contained with system 10 and the operation ~l~t~b~ces within each of the managed subsystems.
Referring next to Figure 10, a flowchart illustrating one plef.,.led method for operational parameters to managed subsystems and for confirming accurate receiptof such operational parameters by the managed subsystems in accordance with the present invention is illustrated. In Figure 10, references to the line number for various modules of the source code contained in the microfiche appendix are included to facilitate review thereof.
15 Specifically, an "S" ~e~ign~tion in-lic~tes that the following number refers to a line number in the SITE.PRG program; an "F" designation in(lic~tPs that the following number refers to a line number in the F9600.PRG program; and a "C" designation in~is~t~s that the following number refers to a line number in the CENTIGRA.PRG program.
As seen in Figure 10, the process begins in block 1000. Control transfers to block 20 1002, where a plilnal~r managed host system for the record to be downloaded is identified and selected. Reference to line 1979 of the SITE.PRG program in the microfiche appendix is made for further h~llllâtion on the specific details of this step. Typically, the primary host system could be a Private Branch F.Ych~n~e telephone switch, such as a Fujitsu 9600 PBX switch.
Control then transfers to block 1004, where the system saves field values for all Host 25 subsy~lellls.
Subsequ~ntly, in block 1006, editing of the selected record is permitted by the user to enter or change information as desired. Upon completion of the mo~ c~tinns to the record, control lldn~ to block 1008, where the system 10 determines if any fields that impact the operation of the prirnary host subsystem have changed. If any fields have changed, the system 30 marks the record as "upload required" in block 1010.
Next, in block 1012, system 10 delell~lhles in the primary host subsystem is online. If the primary host subsystem is online, control transfers to block 1014, where it is determined if any operational data was changed for each field in the primary host sub~y~lelll. If a field in CA 0226l70~ l999-0l-2~
WO 98/051!i2 PCT/US97/13454 the primary host subsystem was changed, control L~ r~ to block 1016, where an appropliate comm~n-l is issued to the host subsystem to update the apl)lopliate operational data field.
Control then transfers to block 1018, where the system 10 determines if the comm~n-l issued failed. if the co,-",~ (l did not fail, thus in-lir~tin~ that the primary host field was properly updated, control transfers to block 1020, where system 10 determines if this is the last data field for the primary host. If not, control returns to block 1014, to form a download loop to recursively process all data fields for the primary host subsystem. Similarly, as seen in Figure 10, if the determination in block 1014 is negative, control likewise passes to block 1020 to check if additional fields remain to be plucessed. When block 1020 inrlicates that the last field 10 has been processed, control ll~n~fel~ to block 1022, where the upload required flag for the given record is removed.
Upon removal of the upload required flag, control passes to block 1024 for processing of a secondary host subsystem. As seen in Figure 10, block 1024 is also reached if a command to the primary host subsystems fails in block 1018. In such case, since the primary host 15 subsystem could not be completely updated, the "upload required" flag remains set, thus in~1ir~ting to system 10 that the primary host is not synchronized with the inrern~ t~b~e in system 10 and that uploading of this information should be re-tried at a later time. In addition, block 1024 can be reached from block 1012, if it is determined that the primary host subsystem is not online. Again, in such case, the "upload required" flag set in block 1010 will remain set 20 and uploading of the primary host information can be re-tried at ~ later time.
In block 1024, system 10 first determined if a secondary host subsy~lem is present. If not, control passes to block 1036 and the process ends. If there is a secondary host subsystem present, control passes to block 1026, where the secondary host subsystem is selected. Control then passes to block 1028, where aplulopliate action is taken with respect to the secondary host 25 subsystem depending on the field change. Specifically, depending on the field change, information will be inserted, modified, deleted or ignored in the secondary host subsystem.
Control then ll~llsr.,ls to block 1030, where an alu~lupliately formatted command is issued to the secondary host sub~y~lelll. In block 1032, the system 10 ~letermin~s if the comm~n-l failed, similar to block 1018 with respect to the primary host subsystem. If not, 30 control transfers to block 1036 and the process ends. Of course, although not shown in Figure 10, a similar recursive loop like the type used in connection with the updating of the primary host subsystem could be employed with respect to the secondary host subsystem if nPces.~ry.

n CA 0226170~ 1999-01-2~
WO 98/05152 PcT/US97/13454 If the comm~n-l failed, control transfers to block 1034, where the values of the internal ~h~e in system lO are reset to the pre-edit settings. Thereafter, control tla1~1S to block 1036, where the system records the co1-"nand failure in a log file, notifies servers of the error, and reports the error to a trace mode routine. The process then ends at block 1036.
As described above, the present invention provides a system and method that reduces the time, effort and cost associated with the in~t~ tion and m~intr~nre of a teleco,~ ,ic~tions system. More interrelationships between data and more changes of c~c~e~ events as a result of interlinked data are anticipated. C~cade of progr~mming as a result of interrelationships of data 1eprese1,ls one of the key contributing novelties to the time 10 and cost saving elements of the present invention. Real-time or near real-time comm1-nic~tions is also novel as it applies to two (2) or more managed devices. Project management, data, cable records, trouble tickets, etc. also important as interrelationships are important here as well.
As can be seen from the foregoing, a telecommunications in~t~ tion and management lS system and method formed in accordance with the present invention reduces the time, cost and effort required in m:3n~ging, controlling, updating and monitoring a teleco~-.. ,.,..~ic~tions device, such as a private branch exchange telephone switch, voice mPss~ging system, call accounting system, central office telephone switch, router, bridge, hub, or any other associated peripheral telecomm1mic~tions equipment. A plurality of different types of telecc"--.~ tions equipment 20 provided by various different m~n1~f~ctllrers using differing OpC1dli~g systems can be managed and controlled using the present invention through a single point of control for both system management and data entry. A local ~i~t~ba~e within the telecoll.~ ic~tions system provides for real-time or near real-time access and modification of progr~mmin~ information for the teleco"",-l,l-irations equipment and further provides for red1ln~l~n~y in the event that the 25 teleco,-"--l-l-ir~tions e~lui~ e1l~ should fail.
Of course, those of skill in the art will recognize that additional fealu1cs and capabilities could be included int he present system and still fall within the scope of the present invention.
For example, the user interface could be modified to include additional graphical features con~i~tent with standard graphical user interface applications. In addition, any number and 30 variety of commnnications devices can be efficiently managed and controlled through a single central location in accordance with the present invention, thus reducing the costs and time involved in m~int~ining such systems.

Claims (85)

I claim:

1. A telecommunications system installation and management apparatus for controlling the operation of at least two telecommunications devices each of which have a database containing configuration data used to control the operation of the device stored therein and each of which use different protocols for external communication with the installation and management apparatus, comprising:
a computer database system containing configuration data used to control the operation of the telecommunications devices;
data input means for receiving commands from a user to control said computer database system and for receiving configuration data from said user to be stored in said computer database system;
display means for displaying configuration data stored in said computer database system to said user;
communication means connected with the at least two telecommunications devices for transferring data between the telecommunications devices and the telecommunications system installation and management apparatus; and control means operatively connected with said computer database system, said data input means, said display means, and said communication means, said control means operating to retrieve configuration data to be transferred to one of the at least two telecommunications devices from said computer database system, to generate a first telecommunications device control command by converting said configuration data into a protocol suitable for use with said one of the at least two telecommunications devices, and for transferring said first telecommunications device control command to said one of the at least two telecommunications devices using said communication means, whereby said configuration data stored in said database of at least one of said two telecommunications devices is modified.

2. The telecommunications system installation and management apparatus of claim 1 wherein said control means comprises a central processing unit of a personal computer and said computer database system comprises a database stored within a memory of said personal computer.

3. The telecommunications system installation and management apparatus of claim 2 wherein said data input means comprises a keyboard connected to said personal computer and said display means comprises a video display terminal connected with said personal computer.

4. The telecommunications system installation and management apparatus of claim 2 wherein said control means further comprises a computer program stored within said memory of said personal computer, said computer program operating to generate said first telecommunications device control command by converting said configuration data into a protocol suitable for use with said one of the at least two telecommunications devices.

5. The telecommunications system installation and management apparatus of claim 1 wherein each of the at least two telecommunications devices is one of a private branch exchange system, a call accounting system, and a voice messaging system.

6. The telecommunications system installation and management apparatus of claim 5 wherein each of the at least two telecommunications devices is a private branch exchange system.

7. The telecommunications system installation and management apparatus of claim 6 wherein each of the at least two private branch exchange systems is made by different manufacturers.

8. The telecommunications system installation and management apparatus of claim 1 wherein the at least two telecommunications devices include at least one private branch exchange system and at least one of a call accounting system and a voice messaging system.

9. The telecommunications system installation and management apparatus of claim 8 wherein said at least one private branch exchange system and said at least one of a call accounting system and a voice messaging system are made by different manufacturers.

10. The telecommunications system installation and management apparatus of claim1 wherein each of the at least two telecommunications devices is one of a telecommunications switching system, a call accounting system, a voice messaging system, a router, a bridge, a data switch, a concentrator, and a hub.

11. The telecommunications system installation and management apparatus of claim1 wherein said communication means comprises a modem.

12. The telecommunications system installation and management apparatus of claim1 wherein said communication means comprises one of a serial interface cable, wireless communication system, network interface card, FDDI, CDDI, asynchronous transfer mode adaptor, satellite downlink, and ISDN terminal adaptor.

13. The telecommunications system installation and management apparatus of claim1 wherein said control means further operates to receive an acknowledgement from said one of the at least two telecommunications devices using said communication means, said acknowledgement confirming that said first telecommunications device control command was received and processed by said one of the at least two telecommunications devices.

14. The telecommunications system installation and management apparatus of claim1 wherein said control means further operates to generate a second telecommunications device control command by converting said configuration data into a protocol suitable for communication with another of said at least two telecommunications devices and to transfer said second telecommunications device control command to said another of said at least two telecommunications devices using said communication means.

15. The telecommunications system installation and management apparatus of claim14 wherein said one of the at least two telecommunications devices is a private branch exchange telephone switch and said another of the at least two telecommunication devices is one of a call accounting system and voice messaging system.

16. The telecommunications system installation and management apparatus of claim15 wherein said one of the at least two telecommunications devices and said another of the at least two telecommunication devices are made by different manufacturers.

17. The telecommunications system installation and management apparatus of claim1 wherein said communication means is permanently connected with the at least two telecommunications devices.

18. A telecommunications system installation and management apparatus for controlling the operation of at least one telecommunications device having a database containing configuration data used to control the operation of the device stored therein and operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least one telecommunications device;
data input means for receiving configuration data from a user to be stored in one of said plurality of data records in said computer database; and control means operatively connected with said computer database and said data input means, said control means operating to store said received configuration data in said one of said plurality of records and to modify at least one other of said plurality of records in response to said received configuration data.

19. The telecommunications system installation and management apparatus of claim18 wherein said control means further operates to generate a first telecommunications device control command by converting said received configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said first telecommunications device control command to said at least one telecommunications device using the communications path.

20. The telecommunications system installation and management apparatus of claim19 wherein said control means further operates to access said at least one other of said plurality of records to retrieve modified configuration data therefrom, to generate a second telecommunications device control command by converting said modified configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said second telecommunications device control command to said at least one telecommunications device using the communications path.

21. The telecommunications system installation and management apparatus of claim20 wherein said at least one telecommunications device comprises a PBX telephone switch and a call accounting system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said call accounting system.

22. The telecommunications system installation and management apparatus of claim20 wherein said at least one telecommunications device comprises a PBX telephone switch and a voice messaging system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said voice messaging system.

23. A telecommunications system installation and management apparatus for controlling the operation of at least two telecommunications devices operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least two telecommunications devices; and control means operatively connected with said computer database, said control means operating to access said computer database to retrieve said configuration data and further operating to (a) format said configuration data into first formatted configuration data suitable for a first one of said at least two telecommunications devices, to generate a first telecommunications device control command by converting said first formatted configuration data into a protocol suitable for use with said first one of said at least two telecommunications devices, and to transfer said first telecommunications device control command to said first one of said at least two telecommunications devices, using the communications path; and (b) format said configuration data into second formatted configuration data suitable for a second one of said at least two telecommunications devices, to generate a second telecommunications device control command by converting said second formatted configuration data into a protocol suitable for use with said second one of said at least two telecommunications devices, and to transfer said second telecommunications device control command to said second one of said at least two telecommunications devices, using the communications path.

24. The telecommunications system installation and management apparatus of claim23 wherein said first one of said at least two telecommunications devices is a PBX telephone switch and said second one of said at least two telecommunication devices is a call accounting system.

25. The telecommunications system installation and management apparatus of claim24 wherein said configuration data is one of a user name and an extension number.

26. The telecommunications system installation and management apparatus of claim23 wherein said first one of said at least two telecommunications devices is a PBX telephone switch and said second one of said at least two telecommunication devices is a voice messaging system.

27. The telecommunications system installation and management apparatus of claim26 wherein said configuration data is one of a user name and an extension number.

28. A method of replacing an installed telecommunications device with a replacement telecommunications device comprising the steps of:
accessing a memory containing configuration information in the installed telecommunications device through a communications interface connected between the installed telecommunications device and a maintenance computer system;
transferring said configuration information from said memory in said installed telecommunications device through said communications interface to said maintenance computer system and storing said configuration information in a memory in said maintenance computer system;
replacing said installed telecommunications device with the replacement telecommunications device; and transferring said configuration information stored in said memory in said maintenance computer system to said replacement telecommunications device using said communications interface.

29. The method of claim 28 further comprising the step of translating said configuration information received from said installed telecommunications device into a format compatible with said replacement telecommunications device before said configuration information is transferred to said replacement telecommunications device.

30. The method of claim 29 wherein said installed telecommunications device and said replacement telecommunications device are made by different manufacturers.

31. The method of claim 28 wherein said installed telecommunications device and said replacement telecommunications device comprise private branch exchange telephone switches.

32. The method of claim 28 wherein said installed telecommunications device and said replacement telecommunications device comprise call accounting systems.

33. The method of claim 28 wherein said installed telecommunications device and said replacement telecommunications device comprise voice messaging systems.

34. The method of claim 28 wherein said configuration information comprises information designating features to be provided to a telephone station, trunks, peripherals, or other services connected with said installed private branch exchange system.

35. A computer implemented system for controlling the operation of a telecommunications system including at least two telecommunications devices including at least one of a private branch exchange telephone switch, a call accounting system and a voice messaging system, comprising a computer readable medium encoded with a computer program and a database structure, said database structure containing configuration data for controlling the operation of said at least two telecommunications devices and said computer program containing instructions that cause a computer system to retrieve configuration data from said database structure and to process said configuration data into device control commands suitable for transmission to said at least two telecommunications devices.

36. The computer implemented system of claim 35 wherein said device control commands suitable for transmission to said at least two telecommunications devices have different protocol formats.

37. The computer implemented system of claim 35 wherein said at least two telecommunications devices have different internal operating systems.

38. The computer implemented system of claim 35 wherein said database structure contains a plurality of records, each of said records containing configuration data used to control the operation of said at least two telecommunications devices.

39. The computer implemented system of claim 38 wherein said plurality of records contains a plurality of fields, and configuration data contained in at least one of said fields is processed by the system to generate (1) a first command having a first format suitable for transmission to one of said at least two telecommunications devices and (2) a second command having a second format suitable for transmission to the other of said at least two telecommunications devices.

40. The apparatus of claim 1 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

41. The apparatus of claim 1 wherein said control means further functions to detect a change in said configuration data in said computer database system and operates to retrieve said configuration data to be transferred to one of the at least two telecommunications devices from said computer database system in response to said change.

42. The apparatus of claim 1 wherein said computer database system includes a plurality of data records containing configuration data used to control the operation of the at least two telecommunications devices, and said control means further operates to store said configuration data received from said user in one of said plurality of records and to modify at least one other of said plurality of records in response to said configuration data received from said user.

43. The apparatus of claim 1 wherein said control means further operates to synchronize the configuration data stored in the computer database system of the apparatus with the configuration data stored in one of the at least two telecommunications devices.

44. The telecommunications system installation and management apparatus of claim1 wherein said communication means is operatively connected with said one of the at least two telecommunications devices only when said control means operates to transfer said first telecommunications device control command to said one of the at least two telecommunications devices.

45. An apparatus for maintaining a synchronized copy of configuration data stored in a database within a telecommunications device and used to control the operation of the device, comprising:
a computer database system including a plurality of data records for storing said synchronized copy of said configuration data;
communication means connected with the telecommunications device for transferring data between the telecommunications device and the apparatus; and control means operatively connected with said computer database system and said communication means, said control means operating to detect a change in said configuration data stored in the database within the telecommunications device and to modify at least one of said plurality of data records in said computer database system in response to said change.

46. A method for controlling the operation of at least two telecommunications devices each of which have a database containing configuration data used to control the operation of the telecommunications device stored therein and each of which use different protocols for external communication, comprising the steps of:
generating, in a device different from said at least two telecommunications devices, a database containing information indicative of said configuration data;
modifying said information indicative of said configuration data in response to at least one command received from a user;
retrieving said modified information from said database containing information indicative of said configuration data;

generating a first telecommunications device control command by converting said modified information into a protocol suitable for use with one of the at least two telecommunications devices;
transferring said first telecommunications device control command to said one of the at least two telecommunications devices; and modifying the configuration data stored in said database of at least one of said two telecommunications devices in response to said first telecommunications device control command.

47. The method of claim 46 wherein said device different from said at least two telecommunications devices comprises a personal computer and a database stored within a memory of said personal computer.

48. The method of claim 46 wherein each of the at least two telecommunications devices is one of a private branch exchange system, a call accounting system, and a voice messaging system.

49. The method of claim 48 wherein each of the at least two telecommunications devices is a private branch exchange system.

50. The method of claim 49 wherein each of the at least two private branch exchange systems is made by different manufacturers.

51. The method of claim 46 wherein the at least two telecommunications devices include at least one private branch exchange system and at least one of a call accounting system and a voice messaging system.

52. The method of claim 51 wherein said at least one private branch exchange system and said at least one of a call accounting system and a voice messaging system are made by different manufacturers.

53. The method of claim 46 further comprising the step of receiving an acknowledgement from said one of the at least two telecommunications devices, said acknowledgement confirming that said first telecommunications device control command was received and processed by said one of the at least two telecommunications devices.

54. The method of claim 46 further comprising the steps of:
generating a second telecommunications device control command by converting saidmodified information into a protocol suitable for communication with another of said at least two telecommunications devices; and transferring said second telecommunications device control command to said another of said at least two telecommunications devices.

55. The method of claim 46 further comprising the steps of:
retrieving configuration data stored in said database of at least one of said two telecommunications devices;
converting said retrieved configuration data into information indicative of saidconfiguration data suitable for storage in said device different from said at least two telecommunications devices; and storing said information indicative of said configuration data into said database in said device different from said at least two telecommunications devices.

56. A telecommunications system installation and management apparatus for controlling the operation of at least one telecommunications device having a database containing configuration data used to control the operation of the device stored therein and operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least one telecommunications device;
data input means for receiving configuration data from a user to be stored in one of said plurality of data records in said computer database; and control means operatively connected with said computer database and said data input means, said control means operating to store said received configuration data in said one of said plurality of records and to modify at least one other of said plurality of records in response to said received configuration data, wherein said control means further operates to generate a first telecommunications device control command by converting said received configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said first telecommunications device control command to said at least one telecommunications device using the communications path, to access said at least one other of said plurality of records to retrieve modified configuration data therefrom, to generate a second telecommunications device control command by converting said modified configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said second telecommunications device control command to said at least one telecommunications device using the communications path, and wherein said at least one telecommunications device comprises a PBX telephone switch and a call accounting system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said call accounting system.

57. The apparatus of claim 56 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

58. A telecommunications system installation and management apparatus for controlling the operation of at least one telecommunications device having a database containing configuration data used to control the operation of the device stored therein and operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least one telecommunications device;
data input means for receiving configuration data from a user to be stored in one of said plurality of data records in said computer database; and control means operatively connected with said computer database and said data input means, said control means operating to store said received configuration data in said one of said plurality of records and to modify at least one other of said plurality of records in response to said received configuration data, wherein said control means further operates to generate a first telecommunications device control command by converting said received configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said first telecommunications device control command to said at least one telecommunications device using the communications path, to access said at least one other of said plurality of records to retrieve modified configuration data therefrom, to generate a second telecommunications device control command by converting said modified configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said second telecommunications device control command to said at least one telecommunications device using the communications path, and wherein said at least one telecommunications device comprises a PBX telephone switch and a voice messaging system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said voice messaging system.

59. The apparatus of claim 58 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

60. A telecommunications system installation and management apparatus for controlling the operation of at least one telecommunications device having a database containing configuration data used to control the operation of the device stored therein and operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least one telecommunications device;
data input means for receiving configuration data from a user to be stored in one of said plurality of data records in said computer database; and control means operatively connected with said computer database and said data input means, said control means operating to store said received configuration data in said one of said plurality of records and to modify at least one other of said plurality of records in response to said received configuration data, wherein said control means further operates to generate a first telecommunications device control command by converting said received configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said first telecommunications device control command to said at least one telecommunications device using the communications path, to access said at least one other of said plurality of records to retrieve modified configuration data therefrom, to generate a second telecommunications device control command by converting said modified configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said second telecommunications device control command to said at least one telecommunications device using the communications path, and wherein said at least one telecommunications device consists of a PBX telephone switch.

61. The apparatus of claim 60 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

62. A telecommunications system installation and management apparatus for controlling the operation of at least two telecommunications devices operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least two telecommunications devices; and control means operatively connected with said computer database, said control means operating to access said computer database to retrieve said configuration data and further operating to (a) format said configuration data into first formatted configuration data suitable for a first one of said at least two telecommunications devices, to generate a first telecommunications device control command by converting said first formatted configuration data into a protocol suitable for use with said first one of said at least two telecommunications devices, and to transfer said first telecommunications device control command to said first one of said at least two telecommunications devices, using the communications path; and (b) format said configuration data into second formatted configuration data suitable for a second one of said at least two telecommunications devices, to generate a second telecommunications device control command by converting said second formatted configuration data into a protocol suitable for use with said second one of said at least two telecommunications devices, and to transfer saidsecond telecommunications device control command to said second one of said at least two telecommunications devices, using the communications path, wherein said first one of said at least two telecommunications devices is a PBX
telephone switch and said second one of said at least two telecommunication devices is a call accounting system.

63. The telecommunications system installation and management apparatus of claim 62 wherein said configuration data is one of a user name and an extension number.

64. The apparatus of claim 62 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

65. A telecommunications system installation and management apparatus for controlling the operation of at least two telecommunications devices operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least two telecommunications devices; and control means operatively connected with said computer database, said control means operating to access said computer database to retrieve said configuration data and further operating to (a) format said configuration data into first formatted configuration data suitable for a first one of said at least two telecommunications devices, to generate a first telecommunications device control command by converting said first formatted configuration data into a protocol suitable for use with said first one of said at least two telecommunications devices, and to transfer said first telecommunications device control command to said first one of said at least two telecommunications devices, using the communications path; and (b) format said configuration data into second formatted configuration data suitable for a second one of said at least two telecommunications devices, to generate a second telecommunications device control command by converting said second formatted configuration data into a protocol suitable for use with said second one of said at least two telecommunications devices, and to transfer saidsecond telecommunications device control command to said second one of said at least two telecommunications devices, using the communications path, wherein said first one of said at least two telecommunications devices is a PBX
telephone switch and said second one of said at least two telecommunication devices is a voice messaging system.

66. The telecommunications system installation and management apparatus of claim 65 wherein said configuration data is one of a user name and an extension number.

67. The apparatus of claim 65 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

68. A telecommunications system installation and management apparatus for controlling the operation of at least one telecommunications device having a database containing configuration data used to control the operation of the device stored therein and operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least one telecommunications device;
data input means for receiving configuration data from a user to be stored in one of said plurality of data records in said computer database; and control means operatively connected with said computer database and said data input means, said control means operating to store said received configuration data in said one of said plurality of records and to modify at least one other of said plurality of records in response to said received configuration data, wherein said control means further functions to detect a change in said configuration data in said computer database system and operates to retrieve said configuration data to be transferred to one of the at least two telecommunications devices from said computer database system in response to said change.

69. The apparatus of claim 68 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

70. The telecommunications system installation and management apparatus of claim 68 wherein said at least one telecommunications device consists of a call accounting system.

71. The telecommunications system installation and management apparatus of claim 68 wherein said at least one telecommunications device consists of a voice messaging system.

72. The telecommunications system installation and management apparatus of claim 68 wherein said control means further operates to generate a first telecommunications device control command by converting said received configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said first telecommunications device control command to said at least one telecommunications device using the communications path.

73. The telecommunications system installation and management apparatus of claim 72 wherein said control means further operates to access said at least one other of said plurality of records to retrieve modified configuration data therefrom, to generate a second telecommunications device control command by converting said modified configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said second telecommunications device control command to said at least one telecommunications device using the communications path.

74. The telecommunications system installation and management apparatus of claim 73 wherein said at least one telecommunications device comprises a PBX telephone switch and a call accounting system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said call accounting system.

75. The telecommunications system installation and management apparatus of claim 73 wherein said at least one telecommunications device comprises a PBX telephone switch and a voice messaging system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said voice messaging system.

76. The telecommunications system installation and management apparatus of claim 73 wherein said at least one telecommunications device consists of a PBX telephone switch.

77. A telecommunications system installation and management apparatus for controlling the operation of at least one telecommunications device having a database containing configuration data used to control the operation of the device stored therein and operatively connected through a communications path with the apparatus, comprising:
a computer database including a plurality of data records containing configuration data used to control the operation of the at least one telecommunications device;
data input means for receiving configuration data from a user to be stored in one of said plurality of data records in said computer database; and control means operatively connected with said computer database and said data input means, said control means operating to store said received configuration data in said one of said plurality of records and to modify at least one other of said plurality of records in response to said received configuration data, wherein said control means further operates to synchronize the configuration data stored within the computer database of the apparatus with the configuration data stored in said at least one telecommunications device.

78. The apparatus of claim 77 wherein said computer database system and said control means comprise at least a portion of one of the at least two telecommunications devices.

79. The telecommunications system installation and management apparatus of claim 77 wherein said at least one telecommunications device consists of a call accounting system.

80. The telecommunications system installation and management apparatus of claim 77 wherein said at least one telecommunications device consists of a voice messaging system.

81. The telecommunications system installation and management apparatus of claim 77 wherein said control means further operates to generate a first telecommunications device control command by converting said received configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said first telecommunications device control command to said at least one telecommunications device using the communications path.

82. The telecommunications system installation and management apparatus of claim 81 wherein said control means further operates to access said at least one other of said plurality of records to retrieve modified configuration data therefrom, to generate a second telecommunications device control command by converting said modified configuration data into a protocol suitable for use with said at least one telecommunications device, and for transferring said second telecommunications device control command to said at least one telecommunications device using the communications path.

83. The telecommunications system installation and management apparatus of claim 82 wherein said at least one telecommunications device comprises a PBX telephone switch and a call accounting system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said call accounting system.

84. The telecommunications system installation and management apparatus of claim 82 wherein said at least one telecommunications device comprises a PBX telephone switch and a voice messaging system, and said first telecommunications device control command is transferred to said PBX telephone switch and said second telecommunications device control command is transferred to said voice messaging system.

85. The telecommunications system installation and management apparatus of claim 82 wherein said at least one telecommunications device consists of a PBX telephone switch.