Siemens Information & Communication Networks, Inc.

Siemens Business Communication Systems, Inc.

Siemens Rolm Communications Inc.

Barbara Chin

David J Morrison

Gale Marinelli

An apparatus and method is provided for exchanging telephone call information between two computers, one of which is coupled to a computerized branch exchange (CBX) which services a plurality of telephone agents, the other of which contains telephone call statistics relating to the CBX. Business value records, each including information which relates a telephone agent to a business value datum such as a sales value from a telephone call, are generated in the first computer and transmitted to the second computer for storage into a database. Similarly, account code records, each including information which relates a telephone agent to an account code indicating the nature of a particular telephone call, are generated in the first computer and transmitted to the second computer. Call segment records, each including information relating to a particular telephone call segment, are also generated in the first computer and transmitted to the second computer. The second computer receives the transmitted business value, account code and call segment records, stores them into a database, and accumulates business value and account code value across a plurality of records according to a fixed time interval and one or more organizational hierarchies. A report generator is provided for generating useful reports from the accumulated values.

Method and apparatus for interfacing computers to exchange telephone

A system and method is provided for scheduling data collection sessions between a collection computer and one or more computerized branch exchanges (CBXs). Telephone statistics data collected from the CBXs is stored into a database in the collection computer and accumulated according to fixed time intervals and one or more previously created organizational hierarchies. A report generation system and method is also provided for selectively retrieving stored data and formatting it into a report with features including time zone adjustment, time offsets, data element calculations, and 'where' conditions, all in a manner which does not require the user to understand the underlying database organization or any programming languages.

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Santa Clara, CA, United States of America

Barbara Chin