Method and Apparatus for Integrating Agent Status between a Customer Relations Management System and A Multiple Channel Communications Center

• US 20070041567A1
• Filed: 10/19/2006
• Published: 02/22/2007
• Est. Priority Date: 08/03/2004
• 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, Ristock, Herbert, Makagon, Petr, Ryabchun, Andrey
• Application Number:
  US11/551,107
• Publication Number:
  US 20070041567A1
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A system for integrating a contact center, an agent station, and a customer relation management server for communication includes an application coupling the contact center, the agent station, and the customer relation management server, and one or more dynamic states maintained by the application wherein the one or more states represent current agent activity and presence attributes.

Claims

1. A system for integrating a contact center, an agent station, and a customer relation management server for communication comprising:

an application coupling the contact center, the agent station, and the customer relation management server; and

one or more dynamic states maintained by the application wherein the one or more states represent current agent activity and presence attributes.

2. The system of claim 1 wherein the contact center, the agent station, and the customer relation management server are coupled over one or more networks, which may be the Internet network or a telephone network.

3. The system of claim 1 wherein the application is also coupled to a data library for aid in CTI data interpretation.

4. The system of claim 1 wherein the one or more dynamic states may include an agent status model identifying the agent, the channels of the agent, and the current presence and activity conditions of the agent in interaction relative to the channels.

5. The system of claim 1 wherein the customer relation management server is physically located within the contact center.

6. The system of claim 1 wherein the customer relation management system is maintained by a third party.

7. The system of claim 1 wherein the one or more dynamic states are updateable from an agent station and from a contact center.

8. The system of claim 7 wherein agent state updates are pushed to the connected nodes according to need dependent upon current media events received at the agent station and queued for the agent station.

9. The system of claim 7 wherein agent state updates are accessed from the one or more dynamic states through a subscription to services and an agent model reporting the state or states.

10. The system of claim 1 further comprising software running on the agent station, the software providing agent interaction and agent control ability for manipulating agent states, including an interface for interacting with customer relation services.

11. The system of claim 10 wherein the software is a browser plug-in or otherwise browser-based with data transferred over hypertext transfer protocol-enabled network connections.

12. The system of claim 1 further comprising software running at the contact center, the software adapted to provide event notification, queue management, agent state interpretation, and agent state updates.

13. The system of claim 12 wherein the software instance contains a descriptor of voice destination parameters and a descriptor of media channel destination parameters for each agent status model that describes a single agent or a group of agents.

14. The system of claim 1 wherein the customer relation management server accesses the agent station based on agent state detection and current need according to enterprise rules.

15. The system of claim 14 wherein the customer relation management server provides services appropriate to the state or states detected.

16. The system of claim 1 wherein the customer relation management server is accessed by the agent station based on agent state detection and current need according to enterprise rules, and orders data and or services.