Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
First Claim
1. A network system for managing remote agents of a communication center comprising:
- a primary server connected to the network, the primary server controlling at least one routing point used by the communication center;
one or more secondary servers distributed on the network and accessible to the agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and
a software suite distributed in part to the secondary server or servers and in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data;
characterized in that the agent'"'"'s computing platforms and peripherals are monitored for activity state by the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network, the primary server recognizing CTI protocol equivalents for the messaging for the purpose of intelligently routing events incoming to or otherwise communicatively involving the remote agents.
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Accused Products
Abstract
A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
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Citations
39 Claims
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1. A network system for managing remote agents of a communication center comprising:
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a primary server connected to the network, the primary server controlling at least one routing point used by the communication center;
one or more secondary servers distributed on the network and accessible to the agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and
a software suite distributed in part to the secondary server or servers and in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data;
characterized in that the agent'"'"'s computing platforms and peripherals are monitored for activity state by the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network, the primary server recognizing CTI protocol equivalents for the messaging for the purpose of intelligently routing events incoming to or otherwise communicatively involving the remote agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A software suite for managing remote agents of a communication center comprising:
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a client portion including a contact navigation application, a contact extension application, and a code library; and
a server application including a transaction management application, an agent specific application, and an ISCC application program interface;
characterized in that the client portion specifies functionality and reports state information of the remote agent to the server application, whereupon the server application reports same under ISCC protocol to a communication-center suite for routing purposes and wherein the communication-center suite provides event-related data under ISCC protocol to the server application, which in turn transforms the data into data formats usable on various communication devices of the remote agent. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A method for managing information about remote agents of a communication center for the purpose of intelligently routing events involving those agents comprising steps of:
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(a) providing a software suite accessible to the agents for parameterizing and enabling additional services and communication apparatus generic to the remote agents but not available within the center;
(b) providing a network link between the software suite and CTI software of the communication center; and
(c) routing communication events involving the remote agents according to state and other information about the agents provided by and through the software suite. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36, 37, 38, 39)
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Specification