GB2204463A

GB2204463A - Monitoring apparatus for private branch exchange

Info

Publication number: GB2204463A
Application number: GB08710658A
Authority: GB
Inventors: John Roger Huffadine
Original assignee: CALLSCAN Ltd
Current assignee: CALLSCAN Ltd
Priority date: 1987-05-06
Filing date: 1987-05-06
Publication date: 1988-11-09
Also published as: GB8710658D0

Abstract

Monitoring apparatus for a private branch exchange (2) having an output port at which a signal appears providing information as to the duration, originating extension line and called number of each outgoing call, has scanning means (1) for scanning incoming exchange lines to the private branch exchange (2) and for scanning outgoing extension lines of the private branch exchange (2). A data processor (3) receives the output of the scanner means (1), the output port of the private branch exchange (2) being connected to the data processor (3). Display means (5, 6, 7) are connected to the data processor (3) and display information about incoming calls and outgoing calls. <IMAGE>

Description

Monitoring Apparatus for a Private Branch Exchange This invention relates to monitoring apparatus for a private branch exchange.

A private branch exchange has a number of telephone lines from a public telephone exclange and a number of extension lines. In a private automatic branch exchange the incoming calls are automatically routed through to extension lines and provision may be provided for automatic call distribution gloat is to say for automatically routing to any extension line which becomes frer the call which has heen waiting for che longest period. In an organisation which receives many calls, for example, a telephone sales organisation, it is essential tat a high proportion of calls be answered as quickly as possible and tat callers are held waiting for the shortest possible period.

In any private automatic brancll exchange it is possible for each extension to telephone externally unless blocks are placed on any particular extension line and it is desirable to be able to monitor for any line or group of lines the Cost of OLltgOing calls; the cost is to some extent dependent upon the length of the calls and on the dialled numbers. It is also desirable to be able to monitor any misuse, for @xample, a junior employee telephoning international calls for long periods.

It is an object o@ this invention to provide monitoring apparatos for a private branch exchange which facillicates ens@ring chat incoming calls are answered in the shortest possible period and which also enables supervision to be carried out on outgoing calls.

According to this invention there is provided monitoring apparatus for a private branch exchange having an output port at which a signal appears providing information as to the duration, originating extension line and called number of each outgoing call, comprising scanning means for scanning incoming exchange lines to t the private branch exchange and for scanning outgoing extension lines of the private branch exchange, a data processor adapted to receive tloe output of the scanning means and including a memorv, the said output port of the private branch exchange being connected to tulle data processor, and display means connected to the data processor for displaying information about incoming calls and outgoing calls.

All information may be displayed in hard copy form by means of a printer or on a screen.

In a preferred embodiment, the information displayed about incoming calls includes the number of incoming lines which are lousy, the number of incoming lines which are ringing and the number of incoming lines which are free. It is further preferred that the information displayed includes, from a specific time, the number of calls which have been teceived, the average duration of incoming calls, the average time to answer an incoming call and the number of unanswered calls which were terminated.

The incoming lines may be grouped in a plu@alit@ o@ groups.

Preferably the information displayed about incoming calls also includes the time required to entirely clear the queue of incoming calls on the basis of said average and the number of extension lines available.

It is further preferred that an indication is provided in relation to each extension whether that extension is busy, pending or free.

It is also preferred that a warning is given of each caller who abandons a call.

It is further possible to arrange that an indication should be given ot each extension of of @ the next exchange line to be answered.

A warning may be given it .1 call @@ any extension has exceeded a predetermined period.

Preferably the display means includes a printer which may provide information on a daily, weekly, monthly or on a "on demand" basis. The information supplied on a printer may provide performance information for each extension line that is to say the number of calls replied by that extension. The performance information may include time all exchange lines were busv nntl the number of callers teceiving the busy tone.

The iniormation may include the number of unused extension lines and positions thereby indicating excess or underused capacity.

Th@ apparatus may be ased, as has already been explained. by a company @@@ating telephone sales, in which case there may be times of day or year during which the number of callers is relatively few and other times ai which there is a rel@@ively high number of callers.

With the aid of the information supplied by the display means a supervisor can effectively disable various extension lines by rendering them "busy" and instructing the operator at such an exchange line to work on a different task. In to is case the calls which would have otherwise been transmited to that extension line are transmited to the other extension lines. By considering t tot' display provided by the display means, the supervisor can decide when it is again necessary to reactivate all or more extension lines to provide @ better service to the calling customers.

The data processor also receives information about each outgoing call. The display means is preferably arranged to display on a regular basis (for example daily or weekly) a summary of all outgoing calls broken down in,to perhaps cheap rate calls, standard rate and peak rate calls and also broken down between local, national and international calls. It is preferred that an indication be given of the total cost, and it is preferred that the extension 1 lines be divided up into groups. In a preferred arrangement, the data processor is operable to display each call within a given period for each line or a group of lines and it is desirable that means are provided to ensure that only calls meeting certain criteria are listed. For example it may be arranged that only calls over @ cost of say 1 pound are displayed.

The seanning mea@s pre@erably includes a plurality of detectors cach connected to a group of lines @nd each connected to the output of a clock generator within the data processor. It is preferred that each detector includes a code generator controlled by the clock generator, the outputs of the detector being connected through a multiplexer to the data processor.

The memory of the data processor receives from the said port details of each outgoing call which are sequentially recorded in that memory and are interrogatable under the control of a programme included within tile processor.

Preferably each incoming call is scanned by detecting tile level of the signal on the incoming line and recording tile state oo tat line, the time it had entered that state.

Preferably the data processor totals the incoming calls, the calls on each extension line, and the ringing time and well as the speaking time for eaclo extension line.

An important advantage of the monitoring apparatus for a private automatic exchange in accordance with this invention is that the same data processor, the same memory and the same display appatatus are used not only to obtain and provide information about incoming calls and to monitor the manner in which extension lines are answered hilt are also used to memorise outgoing calls and to display information on outgoing calls.

The memory preferably includes pre-stored information about outgoing calls for example, the cost of calls at various times of the day to all outgoing numbers. The cost of any call is available @@@@ the initial digits of any outgoing number and from the time of day.

An embodiment of this invention will now be described, by way of example, with reference to the accompanying drawings of which: Figure 1 is a block diagram of monitoring apparatus for a private automatic branch exchange in accordance wit to this invention; and Figure 2 is the more detailed block diagram of part of the monitoring apparatus.

Referring to figure 1, the monitoring apparatus comprises a scanner 1 connected to the exchange or trunk lines entering any @rivate automatic branch exchange indicated at 2 and also to the extension lines of that private automatic branch exchange 2. 'toe output of the scanner 1 is connected to a data processor 3 and, in this particular example, the data processor 3 comprises an IBM Personal Computer. Additionally, the V24 or RS232 output of the private automatic branch exchange is connected over line 4 to the data processing apparatus 3. The V24 or RS232 output is to be found on many private automatic branch exchanges and provides information about each outgoing call. To the data processor is connected more than one display device and in the example shown there is connected firstly a printer 5 and secondly a display and alarm system including audible and visual alarms 6 and 7.

Referring to figure 2, the data processor 3is shown in a little more detail and includes a basie data processer 3 including a serreen 10 having associated with it a keyboard 11. The printer 5 hown in ligure 1 is also shown in figure 2 and to the data processon 3 is also shown connected a disc memory 12. The lines connecting the data processor 3 to the scanner 1 are as indicated at 13.

Claims

1. Monitoring apparatus for a private branch exchange having an output port at which a signal appears providing information as to the duration, originating extension line and called number of each outgoing call, comprising scanning means for scanning incoming exchange lines to the private branch exchange and for scanning outgoing extension lines of toe private branch exchange, a data processor adapted to receive the output of the scanning means and including a memory, the said output port of the private brancll exchange being connected to the data processor, and display means connected to the data processor for displaying information about incoming calls and outgoing calls.

2. Monitoring apparatus according to Claim l, wherein the information displayed about incoming calls includes the number of incoming lines which are busy, the number of incoming lines which are ringing and the number of incoming lines which are free.

3. Monitoring apparatus according to Claim 2, wherein the information displayed includes, from a specific time, the number of calls which have been received, the average duration of incoming calls, the average time to answer an incoming call and title number of unanswered calls which were cerminated.

Monitoring alltoaratios according to Claim 2 or Claim 3, wloerel n the information displayed about incoming calls also includes the time reqili red to entirely clear the queue of incoming calls on the basis of said average and the number of extension lines available.

5. Monitoring apparatus according to any of Claims 1 to 4, wherein an indication is provided in relation to each extension whether that extension is busy, pending or free.

6. Monitoring apparatus according to any of Claims 1 to 5, wherein a warning is given of each caller who abandons a call.

7. Monitoring apparatus according to any of Claims l to 6, wherein an indication is given at each extension of the next exchange line to be answered.

8. Monitoring apparatus according to any of Claims 1 to 7 wherein the display means displays on a regular basis a summary of all outgoing calls.

9. Monitoring apparatus according to any of Claims 1 to 8 wherein the data processor is operable to display each outgoing call within a given period for each line or a group of lines.

10. Monitoring apparatus for a private branch exchange substantially as hereinbefore described with reference to the accompanying drawings.