WO1994001959A1

WO1994001959A1 - Telephony system with supervisory management center and parameter testing with alerts

Info

Publication number: WO1994001959A1
Application number: PCT/US1992/005759
Authority: WO
Inventors: John E. Cambray; Andrew J. Scharmer
Original assignee: Davox Corporation
Priority date: 1992-07-09
Filing date: 1992-07-09
Publication date: 1994-01-20
Also published as: CA2139844C; CA2139844A1

Abstract

A smart telecommunications supervisor management workstation (18) provides for accessing real-time statistics on operation of an associated auto out-dialer and for graphical representation of system operation in real time. A standardized graphic user interface and a mouse-driven point and click user friendly interface minimize keyboard entry. The management workstation also provides for generating reports using off-the-shelf spreadsheet packages and for incoporating data management functions via a highly refined user interface. The management workstation comprises an integrated system for generating alerts based on user-defined criteria for database information. Color-coded or shaded monochrome displays provide ease of viewing. Extensive use of icons allows quick identification and selection of management control functions.

Description

TELEPHONY SYSTEM WITH SUPERVISORY MANAGEMENT CENTER AND PARAMETER TESTING WITH ALERTS

FIELD OF THE INVENTION

This invention relates to supervisor management systems and, in particular, to a supervisor management workstation in a telephone information database system.

BACKGROUND OF THE INVENTION

Automated telephone systems are known which coordinate and optimize performance of operators of facilities for outdialing large volumes of telephonic requests for information. Such systems typically involve a plurality of operators using telephones and operating terminals connected to computerized telephone management systems, called autodialers, which improve the efficiency of operations with high volume outbound calling requirements. Computerized autodial systems increase operator or agent productivity significantly and provide management with a tool for streamlining and controlling operations. These systems automatically place outbound calls from a predetermined list of phone numbers and keep track of no answers, busy signals, and other line conditions and connect live calls to an agent who is simultaneously furnished a data screen having information regarding the account of the phone number reached. In high volume calling operations, such as collections, direct telephone sales, fund raising and market research/polling, among others, these systems provide flexibility in the rate of call placement and can provide significant data management options.

Typical autodialing systems compile statistics relating to call scheduling, such as number of calls made per agent, average talk time and number of unanswered calls. Such information is typically maintained in a database and can be compiled and massaged for batch report generation. Thus, reports based on statistics compiled by the automated outdial system typically are not available to management until all data is received and processed at the end of a calling campaign. Such systems are of limited efficacy in keeping a supervisor apprised of the success or progress, or lack thereof, of an in-progress campaign.

SUMMARY OF THE INVENTION

A smart telecommunications supervisor management workstation is provided which has capabilities for accessing real-time operation statistics and providing graphical representation of system operation in real time so that a supervisor can be fully apprised of the progress of a running campaign and can make decisions or effectively implement strategies necessary to optimize productivity and effectiveness.

According to the invention a management workstation comprises an integrated system for generating alerts based on management/user-defined criteria relating to stored system and campaign performance information. The system supervisor can specify events and/or conditions which trigger real-time notification when a defined condition occurs. The "alert" can be in the form of an audible tone, a screen message. Optionally, a user-defined program or "script" can be invoked upon detection of the alert, to direct the system to perform in accordance with a predetermined response. The management workstation according to the invention also provides the capability of generating reports using off-the-shelf spreadsheet packages and incorporates data management functions via a highly refined user interface.

Features of the invention include a standardized graphic user interface and a mouse-driven point and click user friendly interface minimizing keyboard entry. Color-coded or shaded monochrome displays provide ease of viewing while extensive use of icons allows quick identification and selection of management control functions.

DESCRIPTION OF THE DRAWING

Fig. 1 is a block diagram of a computerized autodial system having a supervisory management center terminal according to the invention;

Fig. 2 is a block diagram of a smart management center implementing the supervisory management system;

Fig. 3A-3E are menu screens for invoking alerts from the smart management center;

Figs. 4A and 4B are flow diagrams of the alerts function in the system of Fig. 1;

Fig. 5A-5J are on-line instructional manual informational pages explicating alerts features and operation;

Fig. 6A-6C are illustrations of alert notifications; Further information about the alerts function according to the invention is presented in Appendix I attached hereto and hereby incorporated by reference. DETAILED DESCRIPTION OF THE INVENTION

Referring now to Fig. 1, a computerized autodialing system, typically used in high volume out-dialing environments such as collection departments, incorporates a computerized autodialer 10, as the hub of the automated system. A plurality of agent terminals 12A, 12B, 12C are connected to the computerized autodialer which automatically dials out-bound calls from a predetermined list of phone numbers over a variable number of phone lines or trunks 14. The computerized autodialer 10 automatically records no answers, lines that are busy, network intercepts or lines answered by message machines and connects any live calls to any one of the several agents 12A-12C over voice transmission lines 13A-13C. Upon transferring a live call to any one of the several agents, the computerized autodialer 10 also transfers selected data to the agent terminal over a data transmission line 15A. Alternatively, data may be transferred over any optional network line 17 to the agent through a supervisor/manager terminal 18 discussed hereinafter. The furnished data may be retrieved by the autodialer 10 from a host computer 16 having mass storage and database management capabilities. The data furnished to the agent from the host 16, through the computerized autodialer 10 or the supervisor/manager terminal 18, typically is account information. The account information matches or is associated with the answered phone number processed by the autodialer 10. The agent receiving the live call addresses queries and/or collects information, accessing the host 16 database to store or retrieve the required information.

The autodialer 10 continues automatically placing outbound calls and directing them to available agents while logging responses to the calls and gathering statistics on agent and system performance.

The supervisor/manager terminal 18 as illustrated in Figs 1 and 2, is linked to the computerized autodialer 10 and assists in the management of the autodialer, providing the supervisor real-time access regarding the autodialer system and the campaigns that it is processing. The supervisor/manager terminal 18 is preferably a smart terminal such as a reduced instruction set computer based parallel processing unit utilizing a UNIX Operating System, such as a Sun Sparc UNIX workstation. Alternatively, other UNIX based platforms can be used, such as a 486 based P.C. running UNIX or an IBM RS6000, for IBM compatibility. The processor can be loaded to run off-the-shelf software for generating the user interface and accessing the database resident on the host 16. Preferably, the supervisor/manager terminal 18 is configured with a multiport synchronous/asynchronous interface 20 and substantial mass storage capabilities such as a tape drive 21 for system backup and a disk drive 22 for maintaining a supervisor/manager terminal 18 resident database. A point and click mouse 24 having as many as three buttons, provides a suitable user interface to permit minimization of keyboard entries. The supervisor/manager terminal 18 is interfaced to the computerized autodialer 10 through the synchronous/asynchronous interface 20 to pass and receive data, such as event records therebetween. A printer 26 can optionally be dedicated to the supervisor/manager terminal 18 to provide hard copy output of reports generated at the terminal using an off-the-shelf spread sheet package. Optionally, a modem 28 can be provided for remotely accessing the supervisor/manager terminal 18 for performing system diagnostics and debugging from remote sites.

It is desirable to store data/information associated with the autodialer 10 in a database supervised by and accessible to the supervisor/manager terminal 18. An integrated relational database of calling records, event logs, operator tables and all other data required for or generated from dialing are maintained in a database on the disk drive 22. Data files preferably are maintained, within a relational database such as Sybase database management system, and are accessible to the autodialer 10 and the smart management center supervisor/manager terminal 18 via an interactive query language such as by standard query language (SQL) commands.

A graphical user interface facilitates data access and manipulation and process monitoring and control through the point and click mouse 24 user interface which is menu and icon driven in accordance with a graphical user interface based on Open Windows running under the UNIX Operating System. Icon features enable a supervisor, using the mouse 24, to quickly move between functions by pointing and clicking to select either information or actions available on the supervisor/manager terminal 18.

Major supervisory functions are identified on the supervisor/manager terminal 18 by icons, as illustrated in Figs. 3A and 3B and further discussed hereinafter.

By pointing and clicking, for example, on the SPREADSHEET function the supervisor has access to spreadsheet report generation capabilities in accordance with the offthe-shelf spreadsheet available as discussed hereinbefore. The DATA MANAGEMENT icon encompasses utilities for uploading, downloading and accessing data as reports. The TOOLS icon relates to ancillary tools such as printer control, file maintenance, and other tasks that must be accessed to facilitate dialer operations.

The OPERATIONAL STATUS icon, as the name implies, permits the supervisor access to all status information available on the computerized autodialer 10. The supervisor can access for review, information pertaining to lines used and unused, lists, operator or agent data, workstation status information and system messages. While such information is available for review under the OPERATIONAL STATUS icon, any changes must be made thereto using facilities under the SYSTEM MANAGEMENT icon.

As illustrated in Fig. 3C, the SYSTEM MANAGEMENT icon also provides the supervisor access to the ALERTS function available at the supervisor/manager terminal 18. The ALERTS function enables the system manager to specify events or system conditions to trigger a real-time notification system. The manager can set monitoring traps on the supervisor/manager terminal 18 that are activated by the occurrence or non-occurrence of specified events. The events may be defined in accordance with computerized autodialer parameters, on a per list basis, to monitor idle, wrap or talk times. Notification can be provided that the number of dropped calls has exceeded a preset quantity or a list can be automatically suspended when hold times exceed predefined limits. Notification is selectable and can be by means of an audible tone and/or a screen notification (see Figs. 6A-6C) such that the supervisor can intervene and take corrective action suited to the situation at hand. Further, a script or user-defined program can be invoked upon an alert to automatically intervene and implement corrective action.

Referring now to Figs. 3D and 3E, from the SYSTEM MANAGEMENT icon, the supervisor can pull down a menu and select "ALERTS" whereupon the ALERTS system functions become accessible. ALERTS comprises a series of related programs or functions. A first function permits a selectable alert to be stored in the database from a file in the operating system. Thus, there is another function that manages the alerts in the database, facilitating deletion of alerts from the database. A function must run in the background to continually check the applicable system parameters for satisfaction of alerts in the database. Finally, a notification function must be invoked upon satisfaction of an alert to provide the selected method of notification.

An ALERTS UTILITY screen, as illustrated in Fig. 3E, facilitates the menu-driven, creation, modification and deletion of an alert. An alert is created by selecting one of five active alerts from an "ACTIVE ALERTS" list. Parameters for the selected alert can be established and "inserted" into the selected alert which can then be effected by designating that the system "apply" the alert as displayed. Point and click commands also permit alerts to be modified and deleted. The ALERTS UTILITY screen displays list names for all calling lists, active or suspended, which may be selected for applying an alert, at the creation of the alert. The supervisor/manager terminal 18 maintains a list of active alerts, which can be accessed via the ALERTS UTILITY screen and which are running or being checked in the background on the multitasking UNIX processor. A flow chart diagramming the alerts function(s) running in the system background is illustrated in Figs. 4A and 4B. As discussed hereinbefore, the database management system records data and information associated with the autodialer 10. As the ALERTS UTILITY runs in the background, the database is queried 50 for the existence of alerts that may have been created by a supervisor via the supervisor/manager terminal 18. When an alert is found in the database the pertinent data/information stored in the database is queried and a comparison of the pertinent stored parameters is done to determine if the alert condition is satisfied 60. Such a determination is made for each alert found. For each alert condition satisfied, a notification method is invoked 70 in accordance with the alert as created by the supervisor. The supervisor/manager terminal 18 may beep and flash a message to notify 80 that a selected alert condition has been satisfied. Upon display, notification 80, the supervisor may use the mouse to point and click to stop the audible indicator by disabling the beeping at the supervisor/manager terminal 18. The supervisor may temporarily deactivate or dismiss 90 the alert for a selected period during which no further alerts in accordance with the particularly selected parameters will be notified.

The alert function may be configured to activate a user-defined program or "script" 100. Scripts are listed on the ALERTS UTILITY screen when available, and are invoked by setting the notify method to SCRIPT. Scripts can be written which impact or trigger off of any event selection in the ALERT event selection list. The scripts perform a specified operation when an alert is triggered and can be assigned during the definition of an alert to an alert which will invoke the script to correct a condition. Scripts may be used, for example, to assign a time of day at which a list is suspended, or to track hold times and terminate calls handled by the autodialer 10 so as to accelerate call pacing. Scripts may be standardized in accordance with significant parameters tracked by the autodialer 10 and maintained in the database. Alternatively, scripts may be customized and tailored to the particular hardware configuration and information tracking facility.

Upon receipt of an alert and invocation of a method of notification, a post alert wait time is established whereby the system will wait for a predetermined amount of time after sending an alert before checking the condition again. Such a delay gives the supervisor time to correct a condition or to delete or modify the alert.

Alerts are modified in the same way that they are created except that there is a modify selection which must be made instead of the insert selection as discussed hereinbefore with respect to creating alerts. It may be desirable at any time to delete an active alert whereupon, the manager can select the alert from the list of alerts, as illustrated in the ALERTS UTILITY screen and activate a delete function. The alert is thereby removed from the list and eliminated 110 from the database of alerts as described hereinbefore.

Although only three agents 12A-12C are shown, one of ordinary skill in the art can appreciate that such a system can serve many additional agents and that three are shown for illustrative purposes only.

While the system management center having alerts capabilities according to the invention is described in the context of an auto-out dialing telephony platform, it will be appreciated that such a system can be implemented in the context of an automated incoming call distribution facility.

Although the ALERTS functions are described generally as functions or software modules, running in the background of a multitasking processor, it will be appreciated that hardware implementations can effect the functions as described and that hardwired state machines, microprocessors of the like can be used in a configuration to provide alerts according to the invention.

While the ALERTS system according to the invention is described as interrelated functions for creating managing, checking and notifying alerts, it will be appreciated that any number of functions can be used to effect the alerts system as illustrated.

Although the invention has been shown and described with respect to exemplary embodiments thereof, various other changes, omissions and additions in form and detail thereof may be made therein without departing from the spirit and scope of the invention.

queried 50 for the existence of alerts that may have been created by a supervisor via the supervisor/manager terminal 18. When an alert is found in the database the pertinent data/information stored in the database is queried and a comparison of the pertinent stored parameters is done to determine if the alert condition is satisfied 60. Such a determination is made for each alert found. For each alert condition satisfied, a notification method is invoked 70 in accordance with the alert as created by the supervisor. The supervisor/manager terminal 18 may beep and flash a message to notify 80 that a selected alert condition has been satisfied. Upon display, notification 80, the supervisor may use the mouse to point and click to stop the audible indicator by disabling the beeping at the supervisor/manager terminal 18. The supervisor may temporarily deactivate or dismiss 90 the alert for a selected period during which no further alerts in accordance with the particularly selected parameters will be notified.

Although the ALERTS functions are described generally as functions or software modules, running in the background of a multitasking processor, it will be appreciated that hardware implementations can effect the functions as described and that hardwired state machines, microprocessors or the like can be used in a configuration to provide alerts according to the invention.

While the ALERTS system according to the invention is described as interrelated functions for creating managing, checking and notifying alerts, it will be appreciated that any number of functions can be used to effect the alerts system as illustrated. Although the invention has been shown and described with respect to exemplary embodiments thereof various other changes, omissions and additions in form and detail thereof may be made therein without departing from the spirit and scope of the invention.

Claims

CLAIMS What is claimed is:

1. A telecommunications system comprising:

a computerized telephony system incorporating at least an automated out-dialing function and generating a first plurality of data signal groups indicative of various parameters of said automated out-dialing function;

at least one agent terminal responsive to said automated out-dialing function and generating a second plurality of data signal groups indicative of calls processed in accordance with said automated out-dialing function; and; at least one supervisory terminal responsive to said automated out-dialing function and to said at least one agent terminal, said at least one supervisory terminal comprising:

a processor having multitasking capability and running an operating system,

a mass storage device responsive to said processor, said mass storage device receiving at least some of said first plurality of data signal groups and at least some of said second plurality of data signal groups and storing said signal groups as a third plurality of data signal groups,

an input device for inputting a fourth plurality of data signal groups indicative of selected parameters, a comparison generator for performing a comparison of said third plurality of data signal groups with said fourth plurality of data signal groups and for generating a signal indicative of a result of said comparison.

2. The computerized telephony system of claim 1 wherein said processor of said at least one supervisory terminal selectably executes at least one program in response to said result of said comparison.