Automatic call distributor reporting system and method therefor

Details Automatic call distributor reporting system and method therefor Automatic call distributor reporting system and method therefor

1995-05-18

1996-09-10

Hofsass, Jeffery

Telephonic communications

With usage measurement

Call traffic recording or monitoring

379 57, 379 93, 379112, 379131, 379265, 379201, 379309, H04M 322

Patent

active

055552978

ABSTRACT:
An automatic call distributor reporting system (100) and method is provided wherein data reports representative of operation of an automatic call distributor (ACD) (102) are transmitted to a remote electronic display device, such as a pager (120) or telephone (126), over a telephone network (118). The ACD (102) collects data relating to its operation in a well known manner and sends the data to a data reporting system which formats the data for proper transmission by the telephone network (118). The data reporting system comprises a data reporting computer (110) for organizing the data into data reports which are designed for each supervisor. Each report with an unique supervisor identification number is then sent to a remote maintenance computer (112). The remote maintenance computer (112) matches the supervisor identification number with a table in a pager database (116) which contains a table for each supervisor. The old data report is erased from the table and the new data report is entered. Each table also contains a telephonic number used to access the pager (120) or telephone (126) of its corresponding supervisor. The remote maintenance computer (112) transmits the data report in each table to its corresponding supervisor through the telephone network (118) based on the telephonic number stored in the table. Other features are provided which permit a supervisor to activate or deactivate transmission of their data reports and/or to designate a time period in which the supervisor wishes to receive the data reports. A method for transmitting data reports via a telephone network is also provided.

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