Importance

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Abstract

A method and a network are disclosed that automate monitoring of call centers for problem conditions. The problem conditions are detected based on defined parameters such that the cause of the problem condition is readily apparent from a triggered alarm condition. One method includes the steps of creating a management information base (MIB), defining a threshold for the condition to be stored in the MIB, selecting the external destination to notify, monitoring the condition by the CCMIS; and generating a trap message in response to violation of the condition. The system includes a user interface for defining the conditions to be monitored, an SNMP MIB consisting of three tables that describes the variables that may be queried by a network management system using the SNMP protocol, and an SNMP agent which implements the variables defined by the MIB, the ACD configuration, and the alarms defined via the user interface. The user interface consists of an Alarm Definition screen within the CCMIS supervisor interface that allows alarm definitions to be defined based on any real-time statistics collected for each ACD group within the ACD. Each alarm definition consists of a formula selection to define the statistic to be monitored, threshold information to define the conditions under which an alarm is generated, and trap generation settings such as trap type and the list of ACD groups for which traps should be generated.

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First Claim