METHOD AND APPARATUS FOR DETERMINING AND USING MULTIPLE OBJECT STATES IN AN INTELLIGENT INTERNET PROTOCOL TELEPHONY NETWORK
First Claim
1. In an Internet Protocol-capable call center system wherein status of call center objects are monitored and statistics are utilized between multiple software applications in managing call center activity, a method for reporting status of objects, comprising steps of:
- (a) requesting an active state, among multiple possible simultaneous active states, of a call center object by a requesting application;
(b) providing a status priority indication by the requesting application; and
(c) providing an indication of the active state of the call center object by the reporting application according to the status priority provided by the requesting application.
7 Assignments
0 Petitions
Accused Products
Abstract
An Internet Protocol-capable call center system has a managing computer connected to a plurality of PCs at agent stations on a local area network. The managing computer is adapted to receive and route Internet Protocol Network Telephony calls to the agent stations according to predetermined routing rules.. A statistics server (stat-server) in the call center provides status of call center objects, among multiple status possibilities, to requesting applications in the processes of routing calls. Requesting applications, in addition to requests for object states, provide priority indications of object states desired. The stat-server provides the highest priority state to a requesting application. In the absence of a priority indication the stat-server provides status of objects according to a default indicattion.
-
Citations
10 Claims
-
1. In an Internet Protocol-capable call center system wherein status of call center objects are monitored and statistics are utilized between multiple software applications in managing call center activity, a method for reporting status of objects, comprising steps of:
-
(a) requesting an active state, among multiple possible simultaneous active states, of a call center object by a requesting application;
(b) providing a status priority indication by the requesting application; and
(c) providing an indication of the active state of the call center object by the reporting application according to the status priority provided by the requesting application. - View Dependent Claims (2, 3, 4, 5, 6)
-
-
7. An Internet Protocol-capable call center comprising:
-
a managing computer adapted to receive Internet Protocol Network Telephony (IPNT) calls and to distribute the calls to PCs at agent stations connected on a local area network (LAN);
a statistics server (stat-server) on the LAN adapted to report current state, among multiple possible states, of call center objects; and
one or more requesting applications communicating on the LAN with the stat-server;
wherein a requesting application provides a state priority indication to the stat-server and requests a state for an object, and the stat-server in response provides a state for the object according to the priority indication. - View Dependent Claims (8, 9, 10)
-
Specification