Web-based network monitoring tool

Details Web-based network monitoring tool Web-based network monitoring tool

2005-11-29

2005-11-29

Bui, Bing Q. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S133000, C379S136000, C379S246000, C379S247000

Reexamination Certificate

active

06970552

ABSTRACT:
A monitoring tool for use with one or more automatic call distributors (ACD) which automatically and continuously polls or queries the ACDs to monitor not only alarm conditions but other conditions, such as agent staffing levels, call answering time, call routing and traffic conditions. Such continuous and automatic monitoring and querying of the ACD in accordance with the present invention is thus able to improve the overall efficiency of such ACDs by improving the service response time of such ACDs. In accordance with one aspect of the invention, the status records of the ACDs may be directed to a website, for example, on an enterprise Intranet website to enable any of the company representatives with access rights to access the performance of the ACD network from any location. Other data, such as the trunk inventory record keeping system (TIRKS) may also be displayed on the website to facilitate troubleshooting of alarm conditions. Another aspect of the invention is the ability to provide automatic paging for predetermined alarm status condition.

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