Distributed hardware/software system for managing agent status in a communication center
First Claim
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1. An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications, comprising:
- a first portion for collecting data regarding states of activity of the target agent resources; and
a second portion for integrating the data and rendering the agent states to the subscribing applications.
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Abstract
An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.
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Citations
48 Claims
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1. An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications, comprising:
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a first portion for collecting data regarding states of activity of the target agent resources; and
a second portion for integrating the data and rendering the agent states to the subscribing applications. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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17. An agent proxy system operable in at least one communication center, the system comprising:
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agent resources enabling agents to process communication events;
one or more agent proxy servers;
one or more subscribing applications subscribing to one or more of the agent proxy servers;
a communication network connecting the agent resources, the applications and the one or more agent proxy servers; and
an agent presence application for monitoring states of the agent resources and for rendering agent states to the subscribing applications, the presence application having a first portion for collecting data regarding states of activity of the target agent resources, and a second portion for integrating the data and rendering the agent states to the subscribing applications.
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33. In a communication center system, a method for providing agent status to subscribing applications, comprising the steps of:
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(a) monitoring status of individual agent resources by a first portion of an agent presence application; and
(b) integrating data from step (a) and rendering agent status to the subscribing applications by a second portion of the agent presence application. - View Dependent Claims (34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48)
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Specification