Telephony server application program interface API
First Claim
1. In a call center having agents stationed at agent stations that include computer systems and a telephony server for generating events regarding calling activity within the call center, a method practiced on a selected one of the computer systems of a given one of the agent stations, comprising the computer-implemented steps ofproviding an application program interface(API) that interfaces with the telephony server;
- providing at least one application program that runs on the selected computer system;
selectively providing an event from the telephony server to the API if the event pertains to the given agent station; and
passing the event to the application program from the API.
3 Assignments
0 Petitions
Accused Products
Abstract
An application program interface (API) provides an interface for application programs to communicate with a telephony server. The telephony server generates events regarding calling activity within a call center. The API receives these events and forwards them to the application programs. The API may be run on an agent workstation along with application programs. The applications register with the API to identify what types of events are of interest to the application program. The API receives the events from the telephony server and distributes the events according to the registrations.
57 Citations
26 Claims
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1. In a call center having agents stationed at agent stations that include computer systems and a telephony server for generating events regarding calling activity within the call center, a method practiced on a selected one of the computer systems of a given one of the agent stations, comprising the computer-implemented steps of
providing an application program interface(API) that interfaces with the telephony server; -
providing at least one application program that runs on the selected computer system;
selectively providing an event from the telephony server to the API if the event pertains to the given agent station; and
passing the event to the application program from the API. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. In a call center having agents stationed at agent stations that include computer systems and a telephony server for generating events regarding calling activity within the call center, a method practiced on a selected one of the computer systems of a given one of the agent stations, comprising the computer-implemented steps of:
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providing a first application program and a second application program on the selected computer system;
providing an application program interface (API) on the selected computer system that interfaces with the telephony server to selectively receive events that pertain to the given agent station;
receiving a first event from the telephony server at the API;
passing the first event from the API to the first application program;
receiving a second event from the telephony server at the API; and
passing the second event from the API to the second application program. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A call center comprising;
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a telephony server for generating events regarding call activity in the call center;
an agent station for an agent to handle calls having a telephone pad and a computer system, said computer system including;
(i) an application program; and
(ii) an application program interface (API) for interfacing with the telephony server to selectively receive events pertaining to the agent station from the telephony server and to pass the events to the application program. - View Dependent Claims (18, 19)
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20. In a call center having a telephony server for generating events regarding calling activity in the call center, a computer system comprising:
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a processor for running at least one application program and an application program interface that receives events from the telephony server and selectively forwards at least one of the events to the application program if the event is of a type requested by the application program; and
a storage for storing the application program and the API. - View Dependent Claims (21, 22)
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23. In a call center having agents for handling calls, an agent computer system for running an application program and an application program interface (API) that interfaces with telephony servers and a telephony server for generating events regarding calling activity in the call center, a computer-readable medium holding computer-executable instructions for performing a method comprising the steps of:
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passing an event from the telephony server to the API only if the event is of concern to the application program;
passing the event from the API to the application program. - View Dependent Claims (24, 25, 26)
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Specification