Central administration of a call center

• US 20030007624A1
• Filed: 06/19/2002
• Published: 01/09/2003
• Est. Priority Date: 06/19/2001
• Status: Abandoned Application

• Current Assignee: Siemens AG
• Original Assignee: Siemens AG
• Inventors: Herrmann, Uwe, Handel, Peter, Sarkar, Soma
• Application Number:
  US10/173,877
• Publication Number:
  US 20030007624A1
• Time in Patent Office: Days
• US Class Current: 379/220.01
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

The invention relates to the operation and administration of a call center, the network elements of which or the applications of which are distributed in a network and, in particular, are available via the Internet. In this arrangement, switches of a public network are linked into the administration. Communication between different network elements, particularly applications and servers from different domains takes place by converting interfaces of the applications into a protocol which is intended for interdomain communication.

Claims

1. A method for controlling a number of processes and/or network elements of a system which are at least partially engaged in data exchange, and which are distributed in one or more domains in a network and which have at least one interface for communication, comprising:

controlling the processes and/or network elements jointly and centrally; and

decoupling the at least one interface of the network from the at least one interface of the processes, during the data exchange between the processes, which takes place via switches of the network.

2. The method as claimed in claim 1, wherein the system is a call center with a multiplicity of network elements.

3. The method as claimed in claim 2, wherein the call center is an inbound call center and/or an outbound call center.

4. The method as claimed in claim 1, wherein the processes are applications and/or network elements and at least partially run on heterogeneous information technology platforms.

5. The method as claimed in claim 1, wherein the at least one interface is decoupled by converting the at least one interface of the process into a protocol which is suitable for communication between different domains and is subsequently reconverted again.

6. The method as claimed in claim 2, wherein the communication between the processes and/or network elements is at least partially based on switches of the public network, the interfaces of the processes being at least partially converted in such a manner that they correspond to the at least one interface of the switches.

7. The method as claimed in claim 2, wherein the network elements belong to one and/or different domains.

8. The method as claimed claim 1, wherein the at least one interface for the data exchange between the domains is converted into a protocol which is intended for interdomain communication.

9. The method as claimed in claim 1, wherein the network is a local area network and/or a wide area network.

10. The method as claimed in claim 1, wherein a public switched telephone network is coupled with a packet-oriented network.

11. The method as claimed in claim 1, further comprising organizing a user interface with different structurings of the call center.

12. The method as claimed in claim 1, wherein the control is split into sub-processes.

13. The method as claimed in claim 12, wherein the control comprises the operation, monitoring and/or remote maintenance of network elements and/or a setting-up of databases of the network elements.

15. The device as claimed in claim 14, wherein the system is a call center and comprises:

at least one client;

at least one network application;

at least one application which is configured for communication coordination between the client and other network elements and which represents the at least one interface with respect to the network application and which is configured for decoupling the at least one interface;

at least one server; and

a multiplicity of agent terminals.

16. The device as claimed in claim 15, further comprising:

a remote user server which is configured for data exchange with switches of the network and/or the network application and for protocol conversion.

17. The device as claimed in claim 14, wherein the device comprises an automatic distribution facility which is configured for the automatic distribution of a call center job to an agent terminal.

18. A system for operating and/or administering a number of devices as claimed in claim 14, wherein the devices are distributed throughout the network and are centrally operated and/or administered.

19. The method as claimed in claim 3, wherein the communication between the processes and/or network elements is at least partially based on switches of the public network, the interfaces of the processes being at least partially converted in such a manner that they correspond to the at least one interface of the switches.

20. The method as claimed in claim 4, wherein the communication between the processes and/or network elements is at least partially based on switches of the public network, the interfaces of the processes being at least partially converted in such a manner that they correspond to the at least one interface of the switches.

21. The method as claimed in claim 5, wherein the communication between the processes and/or network elements is at least partially based on switches of the public network, the interfaces of the processes being at least partially converted in such a manner that they correspond to the at least one interface of the switches.

22. The device as claimed in claim 15, wherein the device comprises an automatic distribution facility which is configured for the automatic distribution of a call center job to an agent terminal.

23. The device as claimed in claim 16, wherein the device comprises an automatic distribution facility which is configured for the automatic distribution of a call center job to an agent terminal.

24. A system for operating and/or administering a number of devices as claimed in claim 15, wherein the devices are distributed throughout the network and are centrally operated and/or administered.

25. A system for operating and/or administering a number of devices as claimed in claim 16, wherein the devices are distributed throughout the network and are centrally operated and/or administered.

26. A system for operating and/or administering a number of devices as claimed in claim 17, wherein the devices are distributed throughout the network and are centrally operated and/or administered.

14. A device for controlling a number of processes and network elements of a system which are at least partially engaged in data exchange with one another, which are distributed in one or more domains in a network and have at least one interface for communication, comprising:

a control device which jointly and centrally controls processes and/or network elements; and

a conversion device which decouples the at least one interface of the network from the at least one interface of the processes and network elements.