Patent ID: 8687500

Claim:
A method of monitoring a state of a Computer Telephony Integration (CTI) phone system, wherein the CTI phone system comprises an audio telephone for transceiving voice telephone calls, wherein the CTI phone system is one of a plurality of CTI phone systems used in a call center, and wherein the CTI phone system further comprises a CTI computer system that comprises a desktop, wherein the desktop displays call information for a call that is received by the audio telephone during a telephone connection, and wherein the call information is processed by a call control application software in the CTI computer, the method comprising, during the telephone connection: dynamically receiving, by a remote supervisor computer, a plurality of inbound XML-extended User Datagram Protocol (UDP) packets comprising data indicating the call information for the call that is received by the audio telephone; remotely monitoring the call information by the remote supervisor computer, wherein the remote supervisor computer directly accesses and monitors the call control application software by the plurality of inbound XML-extended UDP packets; registering, by the remote supervisor computer, an anomaly in the call information; and in response to registering the anomaly in the call information, remotely controlling, by the remote supervisor computer, a handling of the call according to the call information supplied by the call control application software, wherein remotely controlling comprises: identifying a solution to the anomaly, encoding the identified solution in a plurality of outbound XML-extended UDP packets, transmitting the outbound XML-extended UDP packets to the CTI phone system, displaying multiple desktops on the supervisor computer for use by a human supervisor, wherein each of the multiple desktops represents different desktop information, from different instances of the call control application software, for a different CTI phone system from the plurality of CTI phone systems in the call center, wherein the multiple desktops displayed on the supervisor computer are generated using UDP packets from each CTI phone system, wherein the UDP packets describe call information for calls received by different CTI phone systems, and in response to the human supervisor observing, on one of the multiple desktops, that a frozen desktop from the multiple desktops has frozen up on a frozen CTI phone, transmitting a reset signal from the supervisor computer to the frozen CTI phone, wherein the reset signal unfreezes the frozen desktop.