Patent ID: 6970552

Claim:
A method for providing status information of one or more automatic call distributors (ACDs) in a network of ACDs, the method comprising: retrieving traffic load information from an ACD, wherein the traffic load information includes data for an inbound trunk group connected to the ACD, data for an outbound trunk group connected to the ACD, and data for inter-machine trunk (IMT) that interconnects the ACD with a second ACD; calculating percent occupancy rates for the inbound and outbound trunk groups, based on the traffic load information from the ACD; generating graphical representations of respective traffic loads for the inbound and outbound trunk groups, based on the percent occupancy rates; presenting graphical representation of traffic loads for the IMT, the inbound trunk group, and the outbound trunk group in the graphical user interface; displaying a first hyperlink for a trunk group in the graphical user interface near the graphical representation of traffic load for the trunk group; in response to selection of the first hyperlink by a user, presenting additional status information pertaining to the trunk group, the additional information including identifiers for multiple trunk groups, identifiers for multiple integrated service digital network (ISDN) lines within each of the trunk group, and status information for each of the ISDN lines within each trunk groups; in response to selection of the first hyperlink by the user, presenting a second hyperlink associated with the trunk group in the graphical user interface; and in response to selection of the second hyperlink by the user, presenting local circuit assignments for circuits within the trunk group in the graphical user interface, based on trunk inventory record keeping system (TIRKS) data that relates to the trunk group; determining whether a predetermined alarm condition has occurred, based on data retrieved from the ACD; and in response to determining that the predetermined alarm condition has occurred, paging an administrator to notify the administrator that the predetermined alarm condition has occurred.