Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure

• US 20040181574A1
• Filed: 03/22/2004
• Published: 09/16/2004
• Est. Priority Date: 09/11/1998
• Status: Active Grant

• Current Assignee: Musa Hanhan
• Original Assignee: Musa Hanhan
• Inventors: Hanhan, Musa
• Granted Patent: US 7,496,640 B2
• Time in Patent Office: Days
• US Class Current: 709/202
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 65/1026 at the edge
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/1036 at the edge
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• 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 65/4038 with floor control
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/564 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04L 67/565 Conversion or adaptation of application format or content adding application control or application functional data H04L67/561
• CPC Class Codes: H04L 67/59 Providing operational support to end devices by off-loading in the network or by emulation, e.g. when they are unavailable
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42323 : PBX's with CTI arrangements
• CPC Class Codes: H04M 3/4938 : comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5125 : with remote located operators
• CPC Class Codes: H04M 3/5166 : in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 : Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet

Abstract

A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.

Claims

1. In a communication center having agent workstations, server-based software tools, and server-based data storage, a system for enabling a remote agent, using a light computerized device having insufficient power to operate as a workstation of the communication center, to access and operate as an agent with full access to data and software tools of the communication center, the system comprising:

a proxy server executing a software suite;

a first two-way data link between the proxy server and one of a server or a workstation at the communication center; and

a second two-way data link between the proxy server and the light device used by the remote agent;

characterized in that the proxy server, by the software suite, upon establishing a connection over the second data link, ascertains hardware and software characteristics of the light device, establishes a connection to a server or a workstation at the communication center over the first two-way data link at direction of the light device, accesses data and operates software at the communication center on behalf of and according to direction from the light device, transforms the data and results of the software operations into a form useable by the light device, and transmits the transformed information to the light device via the second two-way data link.

2. The system of claim 1 wherein the light device is one of a hand-held computer, a personal digital assistant, a portable laptop computer, and a cell telephone.

3. The system of claim 1 wherein the proxy server is a LAN-connected server in the communication center, the first two-way data link being the communication center LAN.

4. The system of claim 3 wherein the second two-way data link is one of a dial-up telephone connection, a wireless connection, or a data-packet connection via the Internet.

5. The system of claim 1 wherein the proxy server and the light computer device each execute an instance of a Nano-browser enabling Internet Protocol communication over the second data link.

6. In a communication center having agent workstations, server-based software tools, and server-based data storage, a method for enabling a remote agent, using a light computerized device having insufficient power to operate as a workstation of the communication center, to access and operate as an agent with full access to data and software tools of the communication center, the method comprising the steps of:

(a) establishing a connection between the light device and a proxy server over a first two-way data link;

(b) ascertaining hardware and software characteristics of the light device over the established connection on the first data link;

(c) establishing a connection between the proxy server and one of a server or a workstation at the communication center over a second two-way data link at direction of the light device;

(d) accessing data and operating software at the communication center on behalf of and according to direction from the light device;

(e) transforming the data and results of the software operations into a form useable by the light device; and

(f) transmitting the transformed information to the light device via the first two-way data link.

7. The method of claim 6 wherein the light device is one of a hand-held computer, a personal digital assistant, a portable laptop computer, and a cell telephone.

8. The method of claim 6 wherein the proxy server is a LAN-connected server in the communication center, the first two-way data link being the communication center LAN.

9. The method of claim 8 wherein the second two-way data link is one of a dial-up telephone connection, a wireless connection, or a data-packet connection via the Internet.

10. The method of claim 6 wherein the proxy server and the light computer device each execute an instance of a Nano-browser enabling Internet Protocol communication over the second data link.