Telephonic communications – Diagnostic testing – malfunction indication – or electrical... – Testing of subscriber loop or terminal
Patent
1995-09-25
1998-08-04
Kuntz, Curtis
Telephonic communications
Diagnostic testing, malfunction indication, or electrical...
Testing of subscriber loop or terminal
379265, 379267, 379309, H04M 124, H04M 308, H04M 322
Patent
active
057906351
ABSTRACT:
A monitoring system and method for substantially automatically monitoring active incoming telephone calls being routed through a telephone switch, such as an automatic call distributor (ACD). The monitoring system includes a timing circuit which measures the length of time of each of the active incoming telephone calls routed through the ACD. The length of time of the active calls are sent to an organizing circuit which organized the calls in order of decreasing duration. Each of the active calls are then monitored by decreasing duration at a supervisor telephone. Concomitantly, a display video circuit sends a unique identification code to a supervisor terminal uniquely identifying the agent who is handling the currently monitored call. The calls to be monitored are further defined by selecting a call exceed duration value. Until the length of a call exceeds or equals the call exceed duration value, the call is not monitored.
REFERENCES:
AT&T Network Systems: "5ESS Switching ACD/MIS", Telemarketing Services Application Guide, Switching Systems, Aug. 1990.
Kuntz Curtis
Rockwell International Corporation
Tieu Binh K.
LandOfFree
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