Note: Descriptions are shown in the official language in which they were submitted.
SUPERVISORY MANAGEMENT CENTER WITH PARAMETER TESTING AND ALERTS
FIELD OF THE INVENTION
The present invention relates to supervisor management
systems and, in particular, to a supervisor management
workstation in a telephone information database system.
BACKGROUND OF THE INVENTION
Automated telephone systems are known which coordinate and
optimize performance of operators of facilities for out-dialing
large volumes of telephone calls and receiving large volumes of
telephonic requests for information. Such systems typically
involve a plurality of operators using telephones and operating
terminals connected to computerized telephone management
systems, called autodialers, which improve the efficiency of
1~ operations with high volume outbound calling requirements.
Computerized autodial systems increase operator or agent
productivity significantly and provide management with a tool
for streamlining and controlling operations. These systems
automatically place outbound calls from a predetermined list of
phone numbers and keep track of no answers, busy signals, and
other line conditions and connect live calls to an agent who is
simultaneously furnished a data screen having information
regarding the account of the phone number reached. In high
volume calling operations, such as collections, direct
telephone sales, fund raising and market research/polling,
among others, these systems provide flexibility in the rate of
call placement and can provide significant data management
options.
Typical autodialing systems compile statistics relating to
call scheduling, such as number of calls made per agent,
average talk time and number of unanswered calls. Such
information is typically maintained in a database in the
autodialing system and can be compiled and massaged for batch
report generation. Thus, reports based on statistics compiled
by the automated out-dial system typically are not available to
management until all data is transferred, received and
processed at the end of a calling campaign. Such systems are
of limited efficacy in keeping a supervisor apprised of the
success or progress, or lack thereof, of an in-progress
campaign.
SUMMARY OF THE INVENTION
A smart telecommunications supervisor management
workstation is provided which has capabilities for accessing
real-time operation statistics and providing graphical
representation of system operation in real time so that a
supervisor can be fully apprised of the progress of a running
campaign and can make decisions or effectively implement
strategies necessary to optimize productivity and
effectiveness.
According to the invention a management workstation
comprises an integrated system for generating alerts based on
management/user-defined criteria relating to stored system
parameter and campaign performance information or events. The
system supervisor can specify events and conditions which will
trigger real-time notification or "alert" when a user defined
condition exists between a system parameter and a received
parameter event. The "alert" can be in the form of an audible
tone or, a screen message. Optionally, a user-defined program
or "script" can be invoked upon detection of the alert, to
direct the system to perform in accordance with a predetermined
,
, . .~,
~ ~ 3 ~
....
response. The management workstation according to the
invention also provides the capability of generating reports
using off-the-shelf spreadsheet packages and incorporates data
management functions via a highly refined user interface.
Features of the invention include a standardized graphic
user interface and a mouse-driven point and click user friendly
interface minimizing keyboard entry. Color-coded or shaded
monochrome displays provide ease of viewing while extensive use
of icons allows quick identification and selection of
management control functions.
DESCRIPTION OF THE DRAWING
Fig. 1 is a block diagram of a computerized autodial
system having a supervisory management center terminal
according to the invention;
lS Fig. 2 is a block diagram of a smart management center
implementing the supervisory management system;
Fig. 3A-3E are menu screens for invoking alerts from the
smart management center;
Figs. 4A and 4B are flow diagrams of the alerts function
in the system of Fig. 1;
Fig. 5A-5AA are on-line instructional manual informational
pages explicating alerts features and operation;
Fig. 6A-6C are illustrations of alert notifications and;
Fig. 7 is a block diagram of one embodiment of the
monitoring system of the present invention.
Further information about the alerts function according to
the invention is presented in Appendix\I attached hereto and
hereby incorporated by reference.
DETAILED DESCRIPTION OF THE INVENTION
~ eferring now to one embodiment of the present invention
shown in Fig. 1 a data processing device 2 such as, a
computerized autodialing system, typically used in high volume
out-dialing environments such as collection departments,
incorporates a computerized autodialer 10, as the hub of the
automated system. A plurality of agent terminals 12A, 12B, 12C
are connected to the computerized autodialer which
automatically dials out-bound calls from a predetermined list
of phone numbers over a variable number of phone lines or
trunks 14. The computerized autodialer 10 generates event
signals upon the occurrence of events such as no answers, lines
that are busy, network intercepts or lines answered by message
machines, and connects live calls to any one of the several
agents 12A-12C over voice transmission lines 13A-13C. Upon
transferring a live call to any one of the several agents, the
computerized autodialer 10 also transfers selected data
associated with the call to the agent terminal over a data
transmission line 15A-15C. Alternatively, data may be
transferred over any optional network line 17 to the agent
through a supervisor/manager terminal 18 discussed hereinafter.
The furnished data may be retrieved by the autodialer 10 from
a host computer 16 having mass storage and database management
capabilities. The data furnished to the agent from the
host 16, through the computerized autodialer 10 or the
supervisor/manager terminal 18, typically is account
information. The account information matches or is associated
with the answered phone number processed by the autodialer 10.
The agent receiving the live call addresses queries and/or
collects information, accessing the host 16 database to store
or retrieve the re~uired information.
The autodialer 10 continues automatically placing out-
bound calls and directing them to available agents while
generating event signals in response to the placed calls and
also transmitting event signals which can be utilized to
generate statistics on agent and system performance.
The supervisor/manager terminal 18 as illustrated in
Figs. 1 and 2, is linked to the computerized autodialer 10 and
assists in the management of the autodialer and comprises an
integrated monitoring system 19 for providing the supervisor
real-time access regarding the autodialer system and the
campaigns that it is processing. The supervisor/manager
terminal 18 is preferably a smart terminal such as a reduced
instruction set computer based parallel processing unit
utilizing a UNIX Operating System, such as a Sun Sparc UNIX
workstation. Alternatively, other UNIX based platforms can be
used, such as a 486 based P.C. running UNIX or an IBM\RS6000,
for IBM compatibility. The processor can be loaded to run off-
the-shelf software for generating the user interface and
accessing the database resident on the host 16. Preferably,
the supervisor/manager terminal 18 is configured with a
multiport synchronous/asynchronous interface 20 and substantial
mass storage capabilities such as a tape drive 21 for system
backup and a disk drive 22 for maintaining a supervisor/manager
terminal 18 resident database. A point and click mouse 24
having as many as three\buttons, provides a suitable user
interface to permit minimization of keyboard entries on
keyboard 9. The supervisor/manager terminal 18 is interfaced
to the computerized autodialer 10 through the
synchronous/asynchronous interface 20 to pass and receive data,
such as event records therebetween. A printer 26 can
optionally be dedicated to the supervisor/manager terminal 18
to provide hard copy output of reports generated at the
terminal using an off-the-shelf spread sheet package.
Optionally, a modem 28 can be provided for remotely accessing
the supervisor/manager terminal 18 for performing system
diagnostics and debugging from remote sites.
It is desirable to store data/information associated with
the autodialer 10 in a database supervised by and accessible to
the supervisor/manager terminal 18. An integrated relational
database of calling records, event logs, operator tables and
all other data required for or generated from dialing are
maintained in a database 220 which is part of monitoring system
19, Fig. 7, and which may be stored on the disk drive 22. Data
files preferably are maintained, within a relational database
such as Sybase database management system, and are accessible
to the autodialer 10 and the smart management center
supervisor/manager terminal 18 via an interactive query
language such as by standard query language (SQL) commands.
A graphical user interface facilitates data access and
manipulation and process monitoring and control through the
point and click mouse 24 user interface which is menu and icon
driven in accordance with a graphical user interface based on
Open Windows running under the UNIX Operating System. Icon
features enable a supervisor, using the mouse 24, to quickly
move between functions by pointing and clicking to select
either information or actions available on the
supervisor/manager terminal 18.
Major supervisory functions are identified on the
supervisor/manager terminal 18 by icons 29, as illustrated in
Figs. 3A and 3B and further discussed hereinafter.
By pointing and clicking, for example, on the SPREADSHEET
function the supervisor has access to spreadsheet report
generation capabilities in accordance with the off-the-shelf
spreadsheet available as discussed hereinbefore. The DATA
MANAGEMENT icon encompasses utilities for uploading,
downloading and accessing data as reports. The TOOLS icon
relates to ancillary tools such as printer control, file
maintenance, and other tasks that must be accessed to
facilitate dialer operations.
The OPERATIONAL STATUS icon, as the name implies, permits
the supervisor access to all status information available on
the computerized autodialer 10. The supervisor can access for
review, information pertaining to lines used and unused, lists,
operator or agent data, workstation status information and
system messages. While such information is available for
review under the OPERATIONAL STATUS icon, any changes must be
made thereto using facilities under the SYSTEM MANAGEMENT icon
30.
As illustrated in Fig. 3C, the SYSTEM MANAGEMENT icon also
provides the supervisor access to the ALERTS function available
at the supervisor/manager terminal 18. The ALERTS function
enables the system manager to specify events or system
conditions to trigger a real-time notification system. The
manager can set monitoring traps or conditions on the
supervisor/manager terminal 18 that are activated by the
occurrence or non-occurrence of specified events. The events
may be defined in accordance with computerized autodialer
parameters, on a per list basis, to monitor idle, wrap or talk
times. For example, notification can be provided that the
number of dropped calls has exceeded a preset quantity or a
list can be automatically suspended when hold times exceed
predefined limits. Notification is selectable and can be by
means of an audible tone through an audible display device 11
' L;L
and/or a screen notification (see Figs. 6A-6C) such that the
supervisor can immediately intervene and take corrective action
suited to the situation at hand. Further, a script or user-
defined program can be invoked upon an alert to automatically
intervene and implement corrective action.
Referring now to Figs. 3D and 3E, from the SYSTEM
MANAGEMENT icon, the supervisor can pull down a menu and select
"ALERTS" whereupon the ALERTS system functions become
accessible. ALERTS comprises a series of related programs or
functions. A first function permits a selectable alert to be
stored in the database 220 from a file in the operating system.
Thus, there is another function that manages the alerts in the
database 220, facilitating deletion of alerts from the
database. A function must run in the background to continually
check the applicable system parameters for satisfaction of
associated parameter conditions in the database 220. Finally,
a notification function must be invoked upon satisfaction of an
alert to provide the selected method of notification.
An ALERTS UTILITY screen 32, as illustrated in Fig. 3E,
facilitates the menu-driven, creation, modification and
deletion of an alert. An alert is created by selecting one of
five\active alerts from an "ACTIVE ALERTS" list. Parameters
for the selected alert can be established and "inserted" into
the selected alert which can then be effected by designating
that the system "apply" the alert as displayed. Point and
click commands also permit alerts to be modified and deleted.
The ALERTS UTILITY screen displays list names for all calling
lists, active or suspended, which may be selected for applying
an alert, at the creation of the alert. The supervisor/manager
terminal\18 maintains a list of active alerts, which can be
accessed via the ALERTS UTILITY screen and which are running or
~ ~ 3 ~
being checked in the background on the multitasking UNIX
processor.
A flow chart diagramming the alerts function(s) running in
the system background is illustrated in Figs. 4A and 4B and the
block diagram in Fig. 7. As discussed hereinbefore, the
database management system records parameter 200 and event 202
data and information associated with the autodialer 10 or event
data 204 internal to the monitoring system itself. As the
ALERTS UTILITY runs in the background, the database 206 is
queried 50 for the existence of alerts that may have been
created by a supervisor via the supervisor/manager terminal 18
and associated with a given parameter, 206. When an alert is
found in the database the pertinent parameter event
data/information 204 stored in the database is queried and a
comparison of the pertinent stored parameters and received
event signals is done to determine if the parameter alert
condition 208 is satisfied 60. Such a determination is made
for each alert found. For each alert condition satisfied, an
alert notification method or condition 210 is invoked 70 in
accordance with the alert as created by the supervisor. The
supervisor/manager terminal\18 may beep and flash a message to
notify 80 that a selected alert condition has been satisfied.
Upon display, notification 80, the supervisor may use the mouse
to point and click to stop the audible indicator by disabling
the beeping at the supervisor/manager terminal 18. The
supervisor may temporarily deactivate or dismiss 90 the alert
for a selected period during which no further alerts in
accordance with the particularly selected parameters will be
notified.
The alert function may, for example, be configured to
activate a user-defined program or "script" 100. Scripts are
~,
listed on the ALERTS UTILITY screen when available, and are
invoked by setting the notify method to SCRIPT. Scripts can be
written which impact or trigger off of any event selection in
the ALERT event selection list. The scripts perform a
specified operation when an alert is triggered and can be
assigned during the definition of an alert to an alert which
will invoke the script to correct a condition. Scripts may be
used, for example, to assign a time of day at which a list is
suspended, or to track hold times and terminate calls handled
by the autodialer 10 so as to accelerate call pacing. Scripts
may be standardized in accordance with significant parameters
tracked by the autodialer 10 and maintained in the database.
Alternatively, scripts may be customized and tailored to the
particular hardware configuration and information tracking
facility.
Upon receipt of an alert and invocation of a method of
notification, a post alert wait time is established whereby the
system will wait for a predetermined amount of time after
sending an alert before checking the condition again. Such a
delay gives the supervisor time to correct a condition or to
delete or modify the alert.
Alerts are modified in the same way that they are created
except that there is a modify selection which must be made
instead of the insert selection as discussed hereinbefore with
respect to creating alerts. It may be desirable at any time to
delete an active alert whereupon, the manager can select the
alert from the list of alerts, as illustrated in the ALERTS
UTILITY screen and activate a delete function. The alert is
thereby removed from the list and eliminated 110 from the
database of alerts as described hereinbefore.
~ . .~.
~ 4
Although only three agents 12A-12C are shown, one of
ordinary skill in the art can appreciate that such a system can
serve many additional agents and that three are shown for
illustrative purposes only.
While the system 19 management center having a monitoring
system with alerts capabilities according to the invention is
described in the context of a data processing device 2 having
an auto out-dialing telephony platform, it will be appreciated
that such a system can be lmplemented in the context of an
automated incoming call distribution facility or in the context
of any other data processing system.
Although the ALERTS functions are described generally as
functions or software modules, running in the background of a
multitasking processor, it will be appreciated that hardware
implementations can effect the functions as described and that
hardwired state machines, microprocessors or the like can be
used in a configuration to provide alerts according to the
invention.
While the ALERTS system according to the invention is
described as interrelated functions for creating, managing,
checking and notifying alerts, it will be appreciated that any
number of functions can be used to effect the alerts system as
illustrated.
Although the invention has been shown and described with
respect to exemplary embodiments thereof various other changes,
omissions and additions in form and detail thereof may be made
therein without departing from the spirit and scope of the
lnventlon.
WO 94/01959 2 1 3 3 ~ ~ ~ PCI'/US92/05759
._ .
- 15 -
- ~PPENDIX I
~_ 8 -
. . . t ~ . ~ - ._ ~
-r ~ r_~r _.~
. . _ ::_. , , _ . , _ .
. . _ ' _ .
O
D C r~
~ C
--~ 3 tD r~
~- 3 O ID ' -- ~--
3 ~ ~ S ~ .:",~,,,
~ _ _- o rD a~
~s--' ~ ~~ ~ ~ -~
. .. _---- C _ _ ~ = . w~
, " " ~ ~ G
'~~rr o ~ ~ ~ ~ 3rr
~ O O
5~--~
-r-- .. _......... _y ~,
. __. ~, ~,,
''~'~~ ' '~'' ;" . '''''.'' ... ~
'o
.4_,
. s, '., ;~ 3 .~ E ~i- ii Fii g ii : i :
.. : : ., . j ; ....;
:; P~ n~ asno~ J~
1" ~ e l~la~ nl sliule lat-6il1 lle! IPll~ ' ., .
,' . ,.~ S~,d ~,~;
L , ; ~ d ~II M ~ ri~c~
lle Alllrl~ s~s~ 1 hl!
M~ l d:~e lllfi ! l~ 1 l a l~ ~le '1
s!l ~ ? ;A~?I Is!ll 1';!1 ;!~11 ;~;,
W O 94/01959 PC~r/US92/05759
2 1 3 Y 8 4 i
- 18 -
~r7_~
L; L~ rr~
~'' ~~T_.~~:- ~- , . .;''p ~s- ~ ; ~"-
. _ _
~ ~ r ~ _ _ ~
~ 0 ~
S ~
~ s~r rT at S
;~. ,--,,; I ~U tD ' X
~ -- ~D ~ ; .----.
y ;;
O .::_
~ C .: .
~ . _ _
~ _ ~ C = "~
_, . , . ~ . _
rr~-- ~- ~ ''~''
_ _ _ . _; _ _ _
WO 94/01959 2 1 3 ~3 ~ 4 ~ PCI/US92/057sg
,.,,_ .
,
- 19 -
.. . . _ _ _ _ _ _. . _ .. . _ .
, . --- .. .. , --. .... ... . .
.. ._ . ._..__ ._~_:.,__,..:. .:::::: _ :__:.
_ __ . _ _ _ _
~_ ~ D ~D ~O ~
.; ~ ~~ ~ _ o ~ rl ~,
,.~_.~t ut < ~
.1_ .~ ~ ~, O f~ O ~ ~ ~ _ ~_
_.. . ~ _~ ~D O o O ~
D r o
It ~ -SD ~ S
O- ~-D Ul --~ _ -
D S _,~_ .
t ;~ O ~ ~;. .
_ __~r -.~ 3 0 Ul ~ D
- ~r -o ~n ~ , ~ ~
D ~ D O t,n 9=
~~ C
T~
= O
.. ... ~ .r ~-D O D C ~----I
.='1~_. _ C
_ . .-~; ,~_~___.
WO 94/01959 PCI'/US92/05759
~139~ l l
- 20 -
;i~ ;7 r~ . . \ ' ~ rr~ i T ~r~
~r~ri ~ r~
.e: T;~;.r;_. ~ .... ~ ~- ~ '~_..
-I~r~r -rr~-~
~ I _ r~
O 1
~ ~w; ~
C _ -- i ~--
L~ T ' S~ ~ r--7
-rr= ~ S ~t _r~
' ~-- - ~DIt . ~,
~ 5
_.~ 'C _~ '
_ ~:r~ , __ _
. _ I . .
.~,~, !-.-"_.
_ _ _ I ,, . _ .~
... ,:. ,... , . _:
W O 94/01959 ~.1 3 ~ 8 4 ~ P~r/US92/05759
."_
'i ~'.' ~ ';
- 21 -
_. . .. , ~ ,, , , . _
~ A~T~ 7_ . '=--
__ _ ~,, , .,, __ _ . ~ _ 7 ~
~C __ , =, _ . . O ; 5_ _ _
;. .;_. ;_ .____ _; - .___: __. .___
._ _ ;, _,, __, , ,_ , ,, , . , , _~ J~
~ c ~r oJ o ~ ~ r~ ~ ~ ~.
7 ~ C ~ -! ~T
~ ~ ~ ~r Vl o Vl
~ .~r~ D O --~ S 1~
_ " ", o o ~ 5 .
X ,~ ,~ X
n o c ~ O ~D , ;
-''--' ~D --~ g ~ ~ ~ __ _
-- ; -- _ r O
e
--=:-i:: --. ~ In < a -- -
~r- ~ o ~ o ~
T~LT
WO 94/01959 ~ PCr/US92/05759
.., _.
~13984'~
- 22 -
t t~ A t~ AA ~
, , ' ' ' ' ' _ ' ' .. . . . ___
. .' .:" X C --~t ~
~t~ ~ ~ _ ___.
. .~AAA tAAA ~ g '~ttttt~
__=__ ' O ,,~t'
t~
rt ~ . . ~- ~D ~--
~ S ~t~=
_ ___ . t L: ''
_ ___! = S:--~
.. ~:::., ~-_'.
~ -tL A tt'. ~ _
_ ~ __
_"~ ~........... _. _ -_'
. ""~
n_Lt tr ,~
_ _ . _ _ =".__
~O ~t.
'__t'tJ ' .
., , ,, "" ~n -.L_
_ ~ _ .
. _ . .
WO 94/01959 PCI/US92/05759
2 1 3 ~ ~ 4 ~
_ __. . _. . _. _
~~ ~--~ ~ ~ Lr ~ r--
r-~ T~r~r~ rrrr~ rr~
,_~,, . 3 ~ O ~
L---Lr r. _
-~rr;~; O
;_, . ~. ~n
~ ~
~, O ~ ~ ~ S:
r
... ... m u~
7 ~ _ o
r ~ . _ _,
r . _ ~ ~
r__ ~ tD t~
-_~r~ ~ ~ Ul ,~
, __ _ ~ . . _
ir--~T -- __
---- _, =, _ , . . _
C~3
~0
~ t.".
J~I~I 1111~; Illnll nlll ~CI:15lP ~ISI!J nl U~
;'IP! ';IILI.I ~llf I ~ le~ ai~! I a 11
WO 94/01959 21~ 9 ~ i1 4 PCr/US92/05759
,, ~ .
- 25 -
.... ...... . .
' ~ r; ~ ~~; ~ ~ '~.- '- =eL-
~ ~3~~
. . .
. ~ ~ ..... ... .. . " , . . r~ -
O Q O ~-
' - -: Vl O Vl ~ _
m ,~},~.
L --C ~ ~
n O _ ~
, . _- . ~ = tD _
.,.~ .,, , ô ~ m~~r
J~ o ~
_ _____ O ~ ~ ~ _,,~1
___.......... tD O ~ ~
o m ~ . n
r r-
_~ u~ s ~- --;
~ o _ -- :
. . _ .=
o O V
O ~
a
= ~
0.. _ . .- ;~, ~ S .
. _ ~.. ' c a~
'-------' ' SD ~n '
~rO ;.-_ . _
.__ j .~;.
r~
. . .? . . . ' ' ' ! ~ ~ ~
sl ~o~lAJallnl alll al~e sa.~ Ilaa~s e p~le llaa~ r? Al . ~ ;r
!r~ ll? :1l! Il~ r~ n~l 51 InSIl~al~ A, ll N .
d,~" .~ li t
WO 94/01959 2 1 3 ~ ~ 4 4 PCI/US92/05759
."_
._.;._ __ ' ' ~ '', _~ ~ _ _._
r~ i
- T~ rr ~ ~ T--7 ~ ,., 8
,, '' ;_ - ,- - , ;_-,
.. . . _
D ~ O --~ O --r_
D ~ ~ O C .,_
~r~ O~ ~ ~ _ ~r
~rA~ ~ ~ = ;
c vl ~ ,,, ---Q~ S
. -,~.~;~;, . ~ o--~r s m --- u~
" '; ~ tD S ~ O ,~
-- o o ~
U 7;~ S 2 _r
''T~
---' - = C' rT
~ r . ~I) tl~ rD -- ~ r-- ~ ~ :
~ rT ~
_ . ,7 r ~r . rD ~ ~ oT _ ~n 3T _ _ _
~ ~~ ~- ! ~T 3 t~ ~D ._ ._.
~ ~. O C ~ _ ~ e
.'.~ ~ = ~ C ~ ul ~
__ -- -- -- V~ A _ _ .
__ ~ u _ u ~
~ ~ r
~r ~ /1~ r~ _,
~--r TT~
WO 94/01959 PCI/US92/05759
~13984~
- 28 -
~L ~ ?~ T~T
e~ T~ TT~
' C ~ ~ ~T~ T --T ~ ~~
-'!. :''1 _ _ 3-- r ~ ---
C C ~ ~ C~ _ T--
,,~ ~-- I'D O ~ -- C -- :~
~~ ~ ~ V
- ~ O r~ ~ ~ _ ~
~ '- _ 3 0 u~ Ul V ---
- V O tD --O V
." ~ . ,~,,...' ~ ~D tD ~ O ~ _.',,
.--, .--.~.r.T.. -- S
~ ~ G _ O ~
~ ~ ___~ t--r ~ ~ _
g ~ 3 ~ Vl3~ -----
V C, ,C --1 tD , ~
_~sa.~ ~ ~ C C
WO 94/01959 213 !~ ~ 4 cl PCI/US92/05759
~ , ., ~;
- 29 -
, __. _ _ . ..... , _ .. . .. .
.. ...... , , _ .. _
_ . _ , , _ _ .. ;.
. . ;-.. ' .. _.. _.. :.. ._.
' . _ . . - _
_~;rr ~ O ~ O O 1~ .,~;
,~ ~ ~D ~ S ~-3~-
~ S a~ ~-
_ A ~ Z S~
S~ ~ C ;~,
,~. ~ --3 -
S tD . ~;
.. _ ~_ O t~ --'C Q -- ='
L_J" ~ ,) aL~
o n ~ o o
S ....
. .i--~. '. C O S--- ---
tD . ' C _ S -.j.,~.,
' ~r ' '~ ~ ~ ~ ~ '~'
, ,. ~ ~n u ~ ~
.. ~.,, !,:
. '! : ~ n .l s ; j ;
~!_11': j 11! 11 '1~ ~'11 1l?lll Aell Jo al~ ; ~ ., .
... . ~ a~l M ~1! AN.,~
~i ! 1!1~" ~ ,! ~ 1 l 1 ' I 1~! ~ ; I ~ 11 1 1 ~S!A lalll,s ~ !t . .. ., : ,ARN IS~
~ ; : ; ! . . j d ~ 5 ~ I r ~ E . . 7 ~
WO 94/01959 2 1 3 ~ ~ 4 ll PCI'/US92/05759
., ;"
~ 33 ~
. . ~ I 1. .. .; ... .. -
7..;~re_Y ;Y.:_.--'_...~~.7. .__
. . 'J ~ _
~~ ~ ;7 --u~ v ~ v~
~; O tD ~ --~ ~ S ~
o ~ _~ C
~r ~ . ~ Ul Vl G-- .~ ei~
5 ~ ~ O
ul ~ 3 m ~ ~ e~
T~ O 5 0 ISI
D O O ~ S~:
-----~ O ~ 3 ~ -~ r
:-.. 7,r~-- -
,;,,,, , ~o a~ --o t'D 5 ~
5 0 Ul 5 ~~ ~ .-. . ~
Sl 05 ~
O Ul 3 _ < . _
'_ 5 ~
C tD .--~ !-~:'.
-i---.-----. -- _ _.=
, _- ~D :---'-
-_e~-- ,~ 7 r~. r~ ~ ~
WO 94/01959 . PCI'/US92/05759
213!~4'~
- 34 -
.. . ~-- Z~-~r~ ~
... .. .: . .
.. _. _ m ~r ---- v~l
_ .-- . ~ ~n .. _
r. ~n z _ ul ; ,.,
A~ 3 m u~
5 ~ r~ V~ . ~
O , ~,
~ 3
---er:. ~ ~- 2 C'
._.. _ _. _ ~ ~ V~
m ~n m .- ;jj
._ ~ _ U~ ~ . ".
". ' !-- ' 'C C ~ 3 __ .
.. ~ ~ . .,
r~ _
. _ . - . _
. _ .. _ _ .. _~ .. . . . _ : .
. --_ _~ _. j__ . __ _ _ .; ~- ~; ~ ~ __
W O 94/01959 2 ~ 3 9 ~ ~ -1 PC~r/US92/05759
,,~
, ., . . , , _ _. . I .
__~ L ~-LL~
,,, ... . . . .. _
. _ __ _T r~j; Tj;. -- ~ rL~
_ r rr-- ____ _ . ;.~,,~;;_:,,. . j;;;.
~.r ~
~ T O ~ D C ~
r ~ O ~ '~'
;~-~D ~ C ---
,;, ,c ~_ ~ ssr
_ ~_.--= ~ S
,7--,:. ~e ~ -:-Y
,,,=_ ~ o
-- --' -- ~ D~
.:., :_:;; .. ~D -- .. ' ''
_ _ _ C ~ ': . , r
: -' - e~
r- T.-- . ' ~:
.: _ . ", . _ . . _
_ "'! ~: ~ _i.i_
WO 94/01959 ; PCI/US92/05759
213~344
- 36 -
T~_; ., -; ;; ;
~_. _ . . __ . ' ' ' .. _ --'':
~ T / r ~
T~ T ~ ;~ r~ .
A.~ ~ ~ ~ S O ~
___ ~ m ,~
A~ C r--l C ~
~T~ m ~ ~ ~:-
~._....... o . ~
m s~ ~
--~-'' ? 7;-~ -~
,==. . o ~ _.
,_,,, . ~ ~D , . :,
~* . _ -- _
.-- , -- -- --.
.: ~. ~''-- :' . ' . _ L - ~
WO 94/01959 2 1 3 ~ g ~ 1 PCI'/US92/05759
_",
_~ ;, ,_.. _ . . _._. .; _.
.~r~ S ' ' ' ' '~~ ~ ~
.,_.. . _.~--S ~;,,
~T ~ T. ~ ~ ~ TT
_. .~
_. . ::_ , -- -- __
~5 C _ X O ~ ;~
; _ . r ~ -TT.--:
~~ O ~ ~0 ~r~ 0
~; ;~ 5 ~~ = .~/S~
_ ' ~ ~ ~
ro ~ 7~
~ ~ r~ ~ c ~- ~ m o-- ~
o u ~T :~r ~
, ~ m :b~ '~ ,~' -~-
e T~ ~
~ rT ~ ~ ~ n, -
__ ~ C --~T--
--- ~ .rT ~ ~ ~ ~ ~T rT ~~~
.___ O /' ~ ~ O 'C S ~--:
,, _,, _T~ O m
- ~D rs t~ rr OJ ~-- ~~
.;~. A..- y _ ~ rT ~ ~ 0 ~ _, *
Y'-': a o
.,_~ = ~ r~lx ~ -~
_ _ : '.~.
