Integrating disparate systems within a pre-set CTI framework for routing

• US 20080043984A1
• Filed: 07/27/2006
• Published: 02/21/2008
• Est. Priority Date: 07/27/2006
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Jaiswal, Peeyush, Gandhi, Shailesh, Narayan, Naveen
• Application Number:
  US11/494,344
• Publication Number:
  US 20080043984A1
• Time in Patent Office: Days
• US Class Current: 379/265.03
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• 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 3/5175 Call or contact centers supervision arrangements

Abstract

A connector application for integrating disparate systems within a pre-set computer telephony integration framework for routing calls is provided. The connector application receives input regarding a status of an agent of a plurality of agents. The connector application stores the status of each agent of the plurality of agents. The connector application receives a request for the status of each agent of the plurality of agents. The connector application then transmits the status of each agent of the plurality of agents to the requesting application.

Claims

1. A computer implemented method for integrating disparate systems within a pre-set computer telephony integration framework for routing calls, the computer implemented method comprising:

receiving input regarding a status for each agent of a plurality of agents, wherein the status indicates whether an agent is engaged in activity utilizing a system that is disparate from the pre-set computer telephony integration framework for routing calls;

storing the status of each agent of the plurality of agents;

receiving a request from a requesting application for the status of each agent of the plurality of agents; and

transmitting the status for each agent of the plurality of agents to the requesting application.

2. The computer implemented method of claim 1, wherein the input is received from a remote data processing system.

3. The computer implemented method of claim 2, wherein the remote data processing system comprises a graphical user interface and wherein the graphical user interface comprises a status indicator that is selectable by the agent.

4. The computer implemented method of claim 1, further comprising:

receiving a request from a requesting application for the status of a particular agent of the plurality of agents; and

transmitting the status of the particular agent to the requesting application.

5. The computer implemented method of claim 1, further comprising:

querying a computer telephony integration workstation for each agent of the plurality of agents to determine an availability for each agent of the plurality of agents;

selecting an agent to receive the inbound call; and

routing the inbound call to the computer telephony integration workstation of the selected agent.

6. The computer implemented method of claim 5, wherein selecting the agent to receive the inbound call further comprises:

selecting the agent responsive to a determination that both the status of the agent is a ready status and that the computer telephony integration workstation of the agent is available.

7. The computer implemented method of claim 1, wherein the system comprises one of at least an outbound dialing application or a citizen band radio.

8. A computer program product comprising a computer usable medium including computer usable program code for integrating disparate systems within a pre-set computer telephony integration framework for routing calls, the computer-program product comprising:

computer usable program code for receiving input regarding a status of each agent of a plurality of agents, wherein the status indicates whether the agent is engaged in activity utilizing a system that is disparate from the computer telephony integration framework for routing calls;

computer usable program code for storing the status of each agent of the plurality of agents;

computer usable program code for receiving a request from a requesting application for the status of each agent of the plurality of agents; and

computer usable program code for transmitting the status of each agent of the plurality of agents to the requesting application.

9. The computer program product of claim 8, wherein the input is received from a remote data processing system.

10. The computer program product of claim 9, wherein the remote data processing system comprises a graphical user interface and wherein the graphical user interface comprises a status indicator that is selectable by the agent.

11. The computer program product of claim 8, further comprising:

computer usable program code for receiving a request from a requesting application for the status of a particular agent of the plurality of agents; and

computer usable program code for transmitting the status of the particular agent to the requesting application.

12. The computer program product of claim 8, further comprising:

computer usable program code for querying a computer telephony integration workstation for each agent of the plurality of agents to determine an availability for each agent of the plurality of agents;

computer usable program code for selecting an agent to receive the inbound call; and

computer usable program code for routing the inbound call to the computer telephony integration workstation of the selected agent.

13. The computer program product of claim 12, wherein the computer usable program code for selecting the agent to receive the inbound call further comprises:

computer usable program code for selecting the agent responsive to a determination that both the status of the agent is a ready status and that the computer telephony integration workstation of the agent is available.

14. The computer program product of claim 8, wherein the system comprises one of at least an outbound dialing application or a citizen band radio.

15. A data processing system for integrating disparate systems within a pre-set computer telephony integration framework for routing calls, the data processing system comprising:

a storage device, wherein the storage device stores computer usable program code; and

a processor, wherein the processor executes the computer usable program code to receive input regarding a status of each agent of a plurality of agents, wherein the status indicates whether the agent is engaged in activity utilizing a system that is disparate from the computer telephony integration framework for routing calls;

store the status of each agent of the plurality of agents;

receive a request from a requesting application for the status of each agent of the plurality of agents; and

transmit the status of each agent of the plurality of agents to the requesting application.

16. The data processing system of claim 15, wherein the input is received from a remote data processing system.

17. The data processing system of claim 16, wherein the remote data processing system comprises a graphical user interface and wherein the graphical user interface comprises a status indicator that is selectable by the agent.

18. The data processing system of claim 15, wherein the processor further executes the computer usable program code to receive a request from a requesting application for the status of a particular agent of the plurality of agents;

and transmit the status of the particular agent to the requesting application.

19. The data processing system of claim 15, wherein the processor further executes the computer usable program code to query a computer telephony integration workstation for each agent of the plurality of agents to determine an availability for each agent of the plurality of agents;

select an agent to receive the inbound call; and

route the inbound call to the computer telephony integration workstation of the selected agent.

20. The data processing system of claim 19, wherein the computer usable program code for selecting the agent to receive the inbound call further comprises:

computer usable program code for selecting the agent responsive to a determination that both the status of the agent is a ready status and that the computer telephony integration workstation of the agent is available.