Patent ID: 6181776
Filing Date: 2001-01-30
Classification: H04M

Abstract:
In a call center including an agent group having a plurality of agents, a plurality of operators, and a call center management information system (CCMIS), a method for monitoring at least one unscheduled problem condition of the agent group and notifying an external destination comprising the steps of:creating a management information base (MIB) in the CCMIS for providing information of the unscheduled problem condition;defining a threshold for the condition to be stored in the MIB;selecting the external destination to be notified in case the threshold is violated;monitoring the condition of the agent group within the call center based on one or more statistic values of the agent group for any violation of the threshold; andgenerating a trap message in response to a violation of the threshold,wherein the trap message is sent to the external destination.