Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center

• US 20080046504A1
• Filed: 10/29/2007
• Published: 02/21/2008
• Est. Priority Date: 09/11/1998
• Status: Active Grant

• Current Assignee: Andriy Ryabchun, Nikolay Anisimov, Patrick Giacomini, Petr Makagon, Vladimir Deryugin
• Original Assignee: Andriy Ryabchun, Nikolay Anisimov, Patrick Giacomini, Petr Makagon, Vladimir Deryugin
• Inventors: Deryugin, Vladimir, Anisimov, Nikolay, Makagon, Petr, Ryabchun, Andriy, Giacomini, Patrick
• Granted Patent: US 7,565,428 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 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• 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 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/085 specially adapted for interworking of IP-based networks with other networks
• 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 2201/60 : Medium conversion
• CPC Class Codes: H04M 2207/203 : composed of PSTN and data network, e.g. the Internet
• 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 3/4234 : Remote access to features of PBX or home telephone systems-teleworking in a PBX
• 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 3/5183 : Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet
• CPC Class Codes: H04M 3/523 : with call distribution or queueing
• CPC Class Codes: H04M 3/5233 : Operator skill based call distribution
• CPC Class Codes: H04Q 2213/13034 : A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13345 : Intelligent networks, SCP
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/64 : Distributing or queueing

Abstract

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

Claims

1-39. -39. (canceled)

40. A system for managing remote agents of a communication center comprising:

a primary server connected to a network, the primary server controlling at least one routing point used by the communication center;

at least one secondary server distributed on the network and accessible to the remote agents; and

a software suite executing on at least one of the secondary servers and capable of receiving state information from the remote agents;

characterized in that the remote agent states are monitored for activity by the software suite whereupon the software suite exchanges event related data with the primary server over the network, the primary server using this data for the purpose of intelligently routing events involving the remote agents.