Enterprise macro-manager of contact center communications technologies

• US 20030187971A1
• Filed: 03/29/2002
• Published: 10/02/2003
• Est. Priority Date: 03/29/2002
• Status: Abandoned Application

• Current Assignee: AMC Technologies, Inc.
• Original Assignee: AMC Technologies, Inc.
• Inventors: Raymond, Andrew, Abel, Glenn, Uliano, Anthony X.
• Application Number:
  US10/113,544
• Publication Number:
  US 20030187971A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method and system manages enterprise communications where an enterprise receives communications data from a plurality of communications technologies. For each communications technology, data from that technology is converted to a common interface data. That interface data is then managed including creating a combined queue of communications data from the communications technologies. The managed interface data is then delivered to any application in the enterprise.

Claims

1. A method for managing enterprise communications wherein the enterprise receives communications data from a plurality of communications technologies, the method comprising the following steps:

for each communications technology, converting the data from each technology to a common interface data,

managing the interface data including creating a combined queue of communications data from the communications technologies, and

delivering the managed interface data to any application in the enterprise.

2. A method for managing enterprise communications as described in claim 1, wherein the combined queue of communications data is a universal queue of communications data from all communications technologies.

3. A method for managing enterprise communications as described in claim 1, wherein the combined queue of communications data is a combination of queues from similar communications technologies.

4. A method for managing enterprise communications as described in claim 1, wherein the communications technologies comprise different vendor technologies.

5. A method for managing enterprise communications as described in claim 1, wherein the communications technologies comprise similar communications technologies.

6. A method for managing enterprise communications as described in claim 1, wherein each communications technologies has its own queue management functionality before the creation of a combined queue herein.

7. A method for managing enterprise communications as described in claim 1, wherein at least one of the communications technologies does not have its own queue management functionality, and further wherein the step of creating a combined queue includes assigning queue management functionality to each communications technology that does not already have it.

8. A method for managing enterprise communications as described in claim 1, wherein the enterprise comprises a plurality of applications, the method further comprising receiving data from any application in the enterprise and making that data available to one or more of the other applications.

9. A system for managing enterprise communications wherein the enterprise receives communications data from a plurality of communications technologies, the system comprising an enterprise macro-manager, wherein the enterprise macro-manager further comprises

a) communications technology connectors adapted to convert data from each technology to a common interface data,

b) at least one management services module that manages the interface data, and

c) user links adapted to connect the managed data to at least one enterprise application.

10. The system described in claim 9, wherein a management services module creates a combined queue of communications data from the communications technology.

11. The system described in claim 10, wherein the combined queue of communications data is a universal queue of communications data from all communications technologies.

12. The system described in claim 10, wherein the combined queue of communications data is a combination of queues from similar communications technologies.

13. The system described in claim 9, wherein the communications technologies comprise different vendor technologies.

14. The system described in claim 9, wherein the communications technologies comprise similar communications technologies.

15. The system described in claim 10, wherein each communications technologies has its own queue management functionality before the creation of a combined queue herein.