Method and system for determining and using multiple object states in a computer telephony integration system

• US 5,933,492 A
• Filed: 01/21/1997
• Issued: 08/03/1999
• Est. Priority Date: 01/21/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Turovski, Oleg
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/786,817
• Time in Patent Office: 924 Days
• Field of Search: 379/201, 379/207, 379/210, 379/214, 379/265, 379/266, 379/309
• US Class Current: 379/265.02
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04N 7/148 Interfacing a video terminal to a particular transmission medium, e.g. ISDN
• CPC Class Codes: H04N 7/15 Conference systems
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13097 : Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/1325 : Priority service
• CPC Class Codes: H04Q 3/64 : Distributing or queueing

Abstract

A method for a reporting application to flexibly report the status of an entity in a call center to a requesting application is provided. The entity could be in one or more states. Examples of an entity are a directory number, an agent, a group, a routing point, and an agent place. The requesting application sets the priority of these states belonging to the entity by sending a status priority table to the reporting application. The reporting application reports the status based on the active states of the entity and the priority table. As an example, the reported status could be the active state having the highest priority in the table. This state is reported back to the requesting application. Because different requesting applications could present different priority tables, the reporting application could report different states for the same entity.

Claims

1. A method for reporting status of an entity in the physical environment of a call center comprising the steps of:

a) monitoring by a reporting application the active states of an entity having a plurality of possible object states;

b) providing, by a requesting application, a prioritized list of the possible object states, and a request for at least one active state; and

c) providing to the requesting application, by the reporting application, the entity state being both active and having the highest priority in the list provided by the requesting application.

2. The method of claim 1 wherein in step (b) the requesting application requests more than one state and in step (c) the reporting application provides the active state having the highest priority and an active state having a priority other than the highest priority.

3. The method of claim 2 wherein the states provided by the reporting application to the requesting application are the states having highest priority in order of priority.

4. The method of claim 2 wherein at least one of said reported states corresponds to a default state.

5. The method of claim 1 wherein said call center has an automatic call distributor (ACD) using a plurality of agent directory numbers, said entity being one of said agent directory numbers.

6. The method of claim 1 wherein said entity is an agent having access to one or more telephones, each telephone being addressed by one of a plurality of agent directory numbers.

7. The method of claim 6 wherein said agent has access to at least a first and a second telephone, said first telephone is at a first active state and said second telephone is at a second active state, wherein the reporting application provides to the requesting application one of said first and said second active states as said agent status.

8. The method of claim 1 wherein said call center has an automatic call distributor having at least one internal routing point, said entity being said at least one routing point.

9. The method of claim 1 wherein said call center has an automatic call distributor containing at least one queue, said entity being said at least one queue.

10. A method for reporting status of an entity in the physical environment of a call center, wherein said entity may be in one or more active states out of a plurality of possible states, each of said possible states relating to an operation of said entity in said call center, comprising the steps of:

a) monitoring active states of said entity;

b) providing, by said requesting application, to said reporting application a first prioritized list of the possible entity states at a first time;

c) providing by said reporting application to said requesting application, a first status of said entity, having both an active state and the highest priority in the prioritized list;

d) providing, by the reporting application to the requesting application, a second prioritized list of the possible entity states at a second time; and

e) providing by said reporting application to said requesting application, a second status of said entity based on said second priority list and said active states of said entity;

wherein said second status is a status other than the said first status.

11. The method of claim 10 wherein said first status corresponds to one of said active states having a highest priority in said first priority list and said second status corresponds to one of said active states having a highest priority in said second priority list.

12. The method of claim 10 wherein said first and said second status correspond to said active states having a predetermined priority in said first and said second lists.