Instant message presence protocol for facilitating communication center activity

• US 20030009530A1
• Filed: 09/03/2002
• Published: 01/09/2003
• Est. Priority Date: 11/08/2000
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bondarenko, Oleg, Philonenko, Laurent, Petrovykh, Yevgeniy
• Application Number:
  US10/234,617
• Publication Number:
  US 20030009530A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 63/0281 Proxies
• CPC Class Codes: H04L 65/1016 IP multimedia subsystem [IMS]
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/142 Managing session states for stateless protocols; Signalling session states; State transitions; Keeping-state mechanisms
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 : with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 2213/1305 : Software aspects
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13164 : Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13335 : Simulation, emulation
• CPC Class Codes: H04Q 2213/13349 : Network management

Abstract

A software monitoring and reporting application is provided for reporting presence information of networked entities in real time. The application includes a software agent for generating a presence information model; a data store for storing presence information tuples; and a monitor for detecting presence information updates and for synchronizing the updates with information in the data store. In a preferred embodiment the application is deployed and integrated to a communication center infrastructure wherein any given one or more of the entities may singularly or in plural spawn one or more agents whereupon the agents each spawn a container that is populated with current targeted presence and state information in most recent updated form and wherein the updates are synchronized with data in the data store.

Claims

1. A software monitoring and reporting application for reporting presence information of networked entities in real time, comprising:

a software agent for generating a presence information model;

a data store for storing presence information tuples; and

a monitor for detecting presence information updates and for synchronizing the updates with information in the data store;

characterized in that any given one or more of the networked entities may singularly or in plural spawn one or more agents whereupon the agents each spawn a container that is populated with current targeted presence and state information in most recent updated form.

2. The application of claim 1 wherein the network connecting the entities is a local area network accessible to a wide area network.

3. The application of claim 2 wherein the local area network connects communication center entities and the wide area network is the Internet network.

4. The application of claim 1 wherein the networked entities form a communication center.

5. The application of claim 4 wherein the networked entities include agents, clients, machines, and software applications and data reporting and synchronization is conducted using an instant message and presence protocol.

6. The application of claim 1 wherein the software agent locates the target entity in the system and requests current data from the entity to build a complete or update an existing model of the presence information belonging to the entity.

7. The application of claim 1 wherein the application activity is event driven, the event characterized as one of a routing request, a queuing request, or a system status request.

8. The application of claim 1 wherein the model is a current snapshot of a presence and availability model.

9. The application of claim 1 wherein the requesting entity accesses the data store for the most recent presence and availability data owned by the target entity, the information therein written thereto by the monitor according to periodic update intervals.

10. The application of claim 1 further comprising a plurality of distributed reporting mechanisms the mechanisms distributed to and specific to domains controlled by the entity wherein the mechanisms are dedicated to report state changes of activity of the entity within those domains.

11. The application of claim 10 wherein the mechanisms report to the software agent according to an event driven push model.

12. The application of claim 10 wherein the mechanisms are monitored for changes.

13. The application of claim 10 wherein the domains are those of an agent and include connection-oriented-switched-telephony, data-network-telephony, electronic messaging, and local-area-network resource accessibility.

15. The method of claim 14 wherein in step (a) the agent can initiate a search function and a request/response session.

16. The method of claim 14 wherein in step (a) the agent is automatically spawned by a machine based on need.

17. The method of claim 14 wherein in step (b) the presence model is generic until fully constructed whereupon it is unique to the target entity.

18. The method of claim 14 wherein in step (c) monitoring is performed on the presence model and updates are synchronized with a data store holding the presence data.

19. The method of claim 14 wherein in step (c) wherein an initial presence model of a new entity or one that has just logged into the system is populated with data from the data store.

20. The method of claim 14 wherein in steps (c) and (e) communication between entities is conducted according to IMPP.

21. The method of claim 14 wherein in step (e) reporting includes data store access using a pull method.

22. The method of claim 14 wherein in step (c) the presence model is continually updated through a plurality of domain specific notification mechanisms belonging to the entity owning the presence model.

14. A method for aggregating synchronizing and reporting real-time presence information associated with one or more target entities of a communication center to a requesting entity comprising steps of:

(a) spawning a software agent to confirm up state of the one or more target entities within the communication center system;

(b) using the software agent, creating a presence information model for holding the most recent presence data owned by the target entity;

(c) detecting through monitoring any real-time changes to the presence model that have occurred since the last recorded access to the information;

(d) incorporating the changes to the current presence model and synchronizing with a data store to update the data store with the new model data; and

(e) reporting the most recent data to the requesting entity for use in determining a course of action associated with engagement of the target entity.