Lucent Technologies Inc.

Avaya Inc.

Avaya Technology LLC

Steven Michael Silverstein

Didina Burok

James Leo Murtaugh, Iii

Richard J Pennenga

Nigel A Browne

James Lee Knight, Jr

Thomas W Brown

John E De La Cruz

Brian Hillis

Patrick G Maggiulli

Linda G Smith

Resources associated with a communication system switch are monitored by storing information defining one or more resource groups. Each of the resource groups includes multiple identifiers, with each of the identifiers specifying at least one resource to be monitored. A client external to the switch is permitted to select at least one of the resource groups for monitoring. In response to selection of one of the groups by the client, monitoring of the corresponding resources is established on behalf of the client. The resource monitoring may be established, controlled and maintained by a telephony server coupled between the client and the switch. Such a telephony server can preserve monitoring for a resource group, independent of the requests of clients, in order to reduce the amount of execution time needed to set up and tear down monitors for client applications. This is particularly advantageous in call centers or in other client applications that involve monitoring large numbers of switch resources.

Method and apparatus for monitoring of switch resources using resource group definitions

Techniques are disclosed for processing communications in a communication system switch in which one or more processing scripts are selected for application to one or more communications in accordance with weightings assigned to at least a subset of the processing scripts. Measurements are determined for one or more switch resources, such as central processing unit (CPU) utilization, associated with processing of the communications using the processing scripts, and the processing script weightings are periodically adjusted in accordance with the determined measurements. The system resource measurements may be generally characterized as comprising resource limit measurements, business objective measurements, or other types of measurements. The invention facilitates the processing of communications in the system switch and provides improved efficiency and reliability.

Feedback control of call processing in a communication system switch with script selection based on assigned weightings

A call initiation request generated by an application running on a computer-telephony integration (CTI) server or other CTI device is supplied via a CTI link to a switch. The switch receives the request over the CTI link, and places a 'phantom' call from the originator of the call to the destination of the call. The phantom call may be representative of, for example, a real-time voice call or a non-real-time transaction such as a delivery of an e-mail, facsimile or voice mail message. The originator corresponds to a phantom extension or group of phantom extensions which is not associated with any physical communication device of the system. A phantom extension in accordance with the invention does not require an actual physical originator or destination communication device, as well as a corresponding switch port card or other hardware, and therefore does not consume valuable switch resources. The switch reports call status information for the phantom call to the application over the CTI link.

Methods and apparatus for processing phantom calls placed via

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West Long Branch, NJ, United States of America

Steven Michael Silverstein