System and method for automatic monitoring of active telephone calls in a telephonic switch

Claim 2

A monitoring system for substantially automatically monitoring active incoming telephone calls routed by a telephonic switch to agents, the system comprising: a timing circuit for measuring a length of time associated with each of the active incoming telephone calls; a monitoring circuit for substantially automatically monitoring at least one of the active incoming telephone calls based on the measured length of time of the active incoming calls; an organizing circuit configured to arrange the active incoming telephone calls according to at least one of a measured increasing length of time and a measured decreasing length of time; the monitoring circuit configured to monitor an active incoming telephone call having a second greatest length when the active incoming telephone call having the greatest length is completed; and reporting means for providing an identification of agents, the telephone calls of which have a measured length of time exceeding a predetermined value.

Claim 3

The monitoring system as recited in claim 1 further including an input device for generating a next call signal and wherein, the monitoring circuit sequentially monitors each of the active incoming telephone calls in response to the next call signal.

Claim 4

The monitoring system as recited in claim 1 further including an input device for establishing a call exceed duration value; and wherein the monitoring circuit compares the call exceed duration value to the measured length of time of the active incoming telephone calls and monitors active incoming telephone calls having a length of time not less than the call exceed duration value.

Claim 5

The monitoring system as recited in claim 3 wherein the input device is a computer terminal.

Claim 6

The monitoring system as recited in claim 3 wherein the input device is a telephone.

Claim 7

The monitoring system as recited in claim 1 wherein each of the agents is assigned an unique identification code and the monitoring circuit further includes a display circuit for displaying the unique identification code of one of the agents handling the at least one of the active incoming telephone calls begin monitored.

Claim 10

The method as recited in claim 7 further including the step of generating a next call signal; and wherein the step of sequentially monitoring includes the step of monitoring an active incoming telephone call which is next in sequence in response to the next call signal.

Claim 11

The method as recited in claim 7 wherein the step of substantially automatically monitoring includes the steps of selecting a call exceed duration value; comparing the call exceed duration value to the length of time of the active incoming telephone calls; and monitoring the active incoming telephone calls which are not less than the call exceed duration value.

Claim 12

The method as recited in claim 9 wherein the step of substantially automatically monitoring comprises the steps of: organizing the active incoming telephone calls which are not less than the call exceed duration value in sequential order of decreasing length of time; and monitoring the active incoming telephone calls which are not less than the call exceed duration value in sequential order of decreasing length of time.

Claim 13

The method recited in claim 7 comprising the steps of: assigning an unique identification code to each of the agents; and indicating the unique identification code of one of the agents handling the active incoming telephone call being monitored.

Claim 14

The method as recited in claim 7 wherein the step of indicating the unique identification code comprises the step of: displaying the unique identification code on a display concomitant with monitoring one of the active incoming telephone calls.

Claim 15

A monitoring system for substantially automatically monitoring active incoming telephone calls routed by a telephonic switch to a plurality of agents, each of the agents being assigned a unique identification code, the system comprising: a timing circuit for timing lengths of each of the active incoming telephone calls; an input device for establishing a call exceed duration value; and a monitor circuit for comparing the timed lengths of each of the active incoming telephone calls to the call exceed duration value, for substantially automatically monitoring at least one of the active incoming telephone calls having timed lengths not less than the call exceed duration value and for indicating the unique identification code for each of the agents handling the at least one of the active incoming telephone calls being monitored; the monitor circuit further including an organizing circuit for organizing the active incoming telephone calls in order of decreasing length; and wherein the monitor circuit sequentially monitors active incoming telephone calls in order of decreasing length, whereby an active incoming telephone call having the longest length is initially monitored.

Claim 16

A monitoring system for substantially automatically monitoring active incoming telephone calls routed by a telephonic switch to a plurality of agents, each of the agents being assigned a unique identification code, the system comprising: a timing circuit for timing lengths of each of the active incoming telephone calls; an input device for establishing a call exceed duration value; and a monitor circuit for comparing the timed lengths of each of the active incoming telephone calls to the call exceed duration value, for substantially automatically monitoring at least one of the active incoming telephone calls having timed lengths not less than the call exceed duration value and for indicating the unique identification code for each of the agents handling the at least one of the active incoming telephone calls being monitored; the monitor circuit further including an organizing circuit for organizing the active incoming telephone calls in order of decreasing length; and wherein the monitor circuit sequentially monitors active incoming telephone calls in order of decreasing length, whereby an active incoming telephone call having the longest length is initially monitored.

Claim 17

The monitoring system as recited in claim 13 wherein the monitor circuit automatically monitors an active incoming telephone call having a second longest length when the active incoming telephone call having the longest length is completed.

Claim 18

The monitoring system as recited in claim 12 comprising: an input device for generating a next call signal and wherein, the monitor circuit sequentially monitors each of the active incoming telephone calls in response to the next call signal.

Claim 19

The monitoring system as recited in claim 15 wherein the input device is a computer terminal.