Call center administration manager

• US 20030093533A1
• Filed: 03/02/2001
• Published: 05/15/2003
• Est. Priority Date: 08/14/2000
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Ezerzer, Ran, Aljane, Ali, Jarquin, Roberto Armando Portillo, Borodow, Eli Ben, Holly, Gerald Augustin Jr.
• Granted Patent: US 7,366,293 B2
• Time in Patent Office: Days
• US Class Current: 709/227
• CPC Class Codes: H04L 41/0893 Assignment of logical groups to network elements
• CPC Class Codes: H04L 65/1016 IP multimedia subsystem [IMS]
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• 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: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A network-based call center for managing a company'"'"'s interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company'"'"'s private network, behind a firewall. When a call center resource or another client or server obtains new sensitive information, the resource writes the information to the database and then erases the information. When a resource needs sensitive information stored on the database, the resource requests the information from the database, uses it, and then erases the information. The call center further provides a browser-based tool, running on the Internet, for enabling non-technical personnel of the company to provision a call center from the resources of the application service provider.

Claims

1. A company call center comprising:

a plurality of call-center resources running on a third-party network, the plurality of resources comprising a first server and a second resource;

a third server running on a private network of the company behind a firewall;

a database for storing sensitive information, the database running on the private network behind the firewall, the database communicating with the third server;

wherein the second resource generates a first record of sensitive data, and transmits the first record to the database through the first server and the third server;

2. A call center according to claim 1, wherein:

the plurality of resources further comprises a fourth resource;

the fourth resource issues a request through the first server and the third server for a second record stored on the database; and

in response to the request, the database transmits the second record to the fourth resource through the first server and the third server.

3. A call center according to claim 2, wherein:

the second resource erases the first record after transmitting the first record to the database; and

the fourth resource erases the second record after receiving it from the database.

4. A call center according to claim 3, further comprising a wide area network-based computer having a graphical user interface and memory for storing and running a program that allows an operator of the computer to administer the call center.

5. A call center according to claim 3, further comprising a browser-based administration manager means for administering the call center from a wide area network.

6. A company call center comprising:

a plurality of call-center resources running on a third-party network, the plurality of resources comprising a first resource that generates data;

a database for storing sensitive information, the database running on a private network of the company behind a firewall; and

means for transmitting the generated data from the first resource to the database.

7. A call center according to claim 6, wherein:

the plurality of call center resources further comprises a second resource that needs a first record of sensitive information stored in the database;

further comprising means for requesting the first record from the database and means for transmitting the first record from the database to the second resource.

8. A call center according to claim 7, wherein:

the first resource erases the generated data after transmitting the generated data to the database; and

the second resource erases the first record after the second resource no longer needs the first record.

9. A call center according to claim 8, further comprising browser-based administration manager means for administering the call center from a wide area network.