Method and apparatus for providing real-time communication center reporting data to third-party applications over a data network

• US 20040083281A1
• Filed: 11/06/2002
• Published: 04/29/2004
• Est. Priority Date: 10/23/2002
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Makagon, Petr, Ryabchun, Andriy
• Application Number:
  US10/289,581
• Publication Number:
  US 20040083281A1
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: G06F 9/546 Message passing systems or structures, e.g. queues
• CPC Class Codes: H04L 43/00 Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/062 related to network traffic
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04M 3/2263 Network management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A system for providing communication-center statistical data to a third party application over a data network includes an intermediate service point connected to the network between the communication-center environment and the third-party application; a set of application program interfaces for transforming and transmitting communication-center statistical data from the center to the intermediate service point; and a set of application program interfaces for transmitting the communication-center statistical data from the service point to the third-party application. In a preferred embodiment the third-party application accesses the intermediate service point using the network and manipulates one or more services hosted within the service point to configure to receive by subscription statistical data about specific communication-center entities described as objects including real time performance statistics of those entities.

Claims

1. A system for providing communication-center statistical data to a third party application over a data network comprising:

an intermediate service point connected to the network between the communication-center environment and the third-party application;

a set of application program interfaces for transforming and transmitting communication-center statistical data from the center to the intermediate service point; and

a set of application program interfaces for transmitting the communication-center statistical data from the service point to the third-party application;

characterized in that the third-party application accesses the intermediate service point using the network and manipulates one or more services hosted within the service point to configure to receive by subscription statistical data about specific communication-center entities described as objects including real time performance statistics of those entities.

2. The system of claim 1 wherein the data network is the Internet network.

3. The system of claim 1 wherein the data network is the Internet network combined with at least one sub-network.

4. The system of claim 1 wherein the machine-readable language incoming into the service point from the communication-center is Java-based.

5. The system of claim 1 wherein the machine-readable language output from the service point to one or more third-party applications is XML-based.

6. The system of claim 1 wherein the statistical data includes object state data, object performance data, and time-based profile data.

7. The system of claim 1 wherein the service point is a Web server hosted on the Internet network.

8. The system of claim 5 wherein the XML-based data is transported in SOAP-based messages.

9. The system of claim 7 wherein the services are described using WDSL and/or UDDI languages.

21. The system of claim 1 wherein a subscription to receive statistical data is configured for automated client notification of any change in data.

10. In a system for providing communication-center statistical data to a third party application over a data network, a method for authenticating clients accessing an intermediary service point of the system comprising steps of:

(a) receiving a request at the intermediary service point from a client;

(b) extracting client-identity data from the initial request to access the server;

(c) forwarding the extracted identity data to a naming and directory service for client authentication and receiving confirmation thereof;

(d) forwarding the client-identity to an enterprise system server for client authentication for specific services and receiving confirmation thereof, and

(e) assigning a security identification to the client for the pending session between the client and the intermediary service point.

11. The method of claim 10 wherein in step (a) the intermediary service point is a Web server and the data network is the Internet network.

12. The method of claim 10 wherein in step (b) client-identity includes at least one of or a combination of principal name, password, and client system address.

13. The method of claim 12 wherein principle name includes application name and user name and wherein the password includes any pre-set data entered in a login process at the intermediary service point.

14. The method of claim 10 wherein in step (c) the naming and directory service is hosted within the communication center.

15. The method of claim 10 wherein steps (a) through (c) comprise one complete level of authentication for granting access to the intermediary service point.

16. The method of claim 10 wherein in step (d) the enterprise system server is a configuration server hosted within the communication center.

17. The method of claim 10 wherein in step (d) the specific services include a configuration service and a statistical service.

18. The method of claim 10 wherein steps (d) and (e) comprise one complete level of authentication for granting access to specific services hosted within the service point.

19. The method of claim 10 wherein an additional step (f) is provided for assigning a reference element to a first request for data initiated during the active session by the client.

20. The method of claim 19 wherein subsequent reference elements are assigned serially to each additional request initiated in the active session.