Network-centric self-administered call center with intelligent mobile agent terminals
First Claim
1. A communication processing system, comprising:
- a network having a plurality of agent terminals associated therewith; and
at least one processing element associated with the network and being enabled to support a distributed system deployment protocol, the protocol being utilizable in the system to configure a given one of the agent terminals for communication with at least one customer terminal via the processing element in order to provide a designated service, the given agent terminal also being enabled in accordance with the protocol such that configuration of the given terminal to provide the service is implementable without requiring the use of disk-based memory at the given terminal.
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Accused Products
Abstract
A communication processing system includes a network having a number of agent terminals associated therewith and one or more processing elements enabled to support a distributed system deployment protocol. The distributed system deployment protocol is utilized in the system to configure one or more of the agent terminals for communication with customer terminals via the processing element(s) in order to provide designated services. The agent and customer terminals are also preferably enabled in accordance with the protocol such that configuration of these terminals to support and to utilize call center services is implementable without requiring the use of disk-based memory at the terminals.
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Citations
22 Claims
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1. A communication processing system, comprising:
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a network having a plurality of agent terminals associated therewith; and
at least one processing element associated with the network and being enabled to support a distributed system deployment protocol, the protocol being utilizable in the system to configure a given one of the agent terminals for communication with at least one customer terminal via the processing element in order to provide a designated service, the given agent terminal also being enabled in accordance with the protocol such that configuration of the given terminal to provide the service is implementable without requiring the use of disk-based memory at the given terminal. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. An apparatus for use in a communication processing system, the apparatus comprising:
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a memory for storing information associated with a distributed system deployment protocol; and
a processor coupled to the memory and being operative to support at least a portion of the distributed system deployment protocol, the protocol being utilizable in the system to configure a terminal for communication with at least one other entity of the system via a processing element of the system in order to provide a designated service, the terminal also being enabled in accordance with the protocol to provide the service without requiring the use of disk-based memory at the terminal. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A method for use in a communication processing system having a processing element associated with a network of the system and enabled to support a distributed system deployment protocol, the method comprising the step of utilizing the protocol in the system to configure a given agent terminal for communication with at least one customer terminal via the processing element in order to provide a designated service, the given agent terminal also being enabled in accordance with the protocol such that configuration of the given agent terminal to provide the service is implementable without requiring the use of disk-based memory at the given agent terminal.
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22. A machine-readable storage medium storing one or more programs for use in a communication processing system, the communication processing system comprising a processing element associated with a network of the system and enabled to support a distributed system deployment protocol, wherein the one or more programs when executed by a processor implement the step of configuring a given agent terminal for communication with at least one customer terminal via the processing element in order to provide a designated service, the given agent terminal also being enabled in accordance with the protocol such that configuration of the given agent terminal to provide the service is implementable without requiring the use of disk-based memory at the given agent terminal.
Specification