Integrated customer web station for web based call management
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Accused Products
Abstract
A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.
135 Citations
59 Claims
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1-33. -33. (canceled)
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34. A method for providing call management of a call center, the method comprising:
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presenting, via a browser application, a plurality of options to permit a user to monitor, define, and manipulate call routing parameters associated with a call into the call center;
receiving data statistics associated with the call center, wherein the data statistics are transmitted across a demilitarized zone (DMZ) server; and
supporting testing of routing rules specified by the user, wherein the call is routed based on the call routing parameters, the data statistics, and the routing rules. - View Dependent Claims (35, 36, 37, 38, 39)
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40. An apparatus for providing call management of a call center, the apparatus comprising:
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a browser application configured to present a plurality of options to permit a user to monitor, define, and manipulate call routing parameters associated with a call into the call center, the browser application being further configured to receive data statistics associated with the call center via a demilitarized zone (DMZ) server, and to support testing of routing rules specified by the user, wherein the call is routed based on the call routing parameters, the data statistics, and the routing rules. - View Dependent Claims (41, 42, 43, 44, 45)
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46. A method for providing call management of a call center, the method comprising:
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transmitting to a browser application, via a demilitarized zone (DMZ) server, a plurality of options to permit a user to monitor, define, and manipulate call routing parameters associated with a call into the call center;
transmitting data statistics associated with the call center to the browser application; and
receiving routing rules specified by the user, wherein the rules are tested by the browser application; and
routing the call based on the call routing parameters, the data statistics, and the routing rules. - View Dependent Claims (47, 48, 49, 50, 51, 52)
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53. A system for providing call management of a call center, the system comprising:
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a demilitarized zone (DMZ) server configured to support a double firewall for secure communications with a browser application;
a data server configured to transmit to the browser application a plurality of options to permit a user to monitor, define, and manipulate call routing parameters associated with a call into the call center, wherein the server is further configured to transmit data statistics associated with the call center to the browser application; and
a routing engine configured to communicate with the data server and to route the call based on the call routing parameters, the data statistics, and routing rules specified by the user. - View Dependent Claims (54, 55, 56, 57, 58, 59)
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Specification