Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network

• US 6,597,685 B2
• Filed: 01/22/1998
• Issued: 07/22/2003
• Est. Priority Date: 10/25/1995
• 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: Miloslavsky, Alec, Turovsky, Oleg
• Primary Examiner(s): Kizou, Hassan
• Assistant Examiner(s): LOGSDON, JOSEPH B
• Application Number:
  US09/010,808
• Publication Number:
  US 20020101866A1
• Time in Patent Office: 2,007 Days
• Field of Search: 370/352, 379/230, 379/265, 379/208, 379/210, 379/211, 379/212, 379/214, 379/900
• US Class Current: 370/352
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• 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 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• 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 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/00 : Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/003 : Click to dial services
• CPC Class Codes: H04M 7/0033 : Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/0054 : where the data service is an electronic mail service
• CPC Class Codes: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04M 7/128 : Details of addressing, directories or routing tables
• 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 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13106 : Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13175 : Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13299 : Bus
• CPC Class Codes: H04Q 2213/13337 : Picturephone, videotelephony
• CPC Class Codes: H04Q 2213/13385 : Off-net subscriber
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/62 : for connecting to private branch exchanges
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber
• CPC Class Codes: Y10S 379/90 : Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

An Internet Protocol-capable call center system has a managing computer connected to a plurality of PCs at agent stations on a local area network. The managing computer is adapted to receive and route Internet Protocol Network Telephony calls to the agent stations according to predetermined routing rules. A statistics server (stat-server) in the call center provides status of call center objects, among multiple status possibilities, to requesting applications in the processes of routing calls. Requesting applications, in addition to requests for object states, provide priority indications of object states desired. The stat-server provides the highest priority state to a requesting application. In the absence of a priority indication the stat-server provides status of objects according to a default indication.

Claims

1. In an Internet Protocol-capable call center system wherein status of call center objects are monitored and statistics are utilized between multiple software applications in managing call center activity, a method for reporting status of objects, comprising steps of:

(a) requesting an active state, among multiple possible simultaneous active states, of a call center object by a requesting application;

(b) providing a status priority indication by the requesting application; and

(c) providing an indication of the active state of the call center object by the reporting application according to the status priority provided by the requesting application.

2. The method of claim 1, wherein, in step (b) the requesting application provides a status priority table with all defined states listed in one of ascending or descending order by priority.

3. The method of claim 1 further comprising a step wherein the requesting application indicates a one-time response is required or a repeated response is required.

4. The method of claim 1 wherein the requesting application may report more than one status priority to the reporting application at different times, and the reporting application provides status when requested according to the latest reported status priority by the requesting application.

5. The method of claim 1 wherein the reporting application responds to requests from multiple requesting applications, and each requesting application provides a unique status priority to the reporting application.

6. The method of claim 1, wherein the reporting application stores a default priority for each requesting application, and in the event of no current status priority from a requesting application, responds to a request for status according to the default priority.

7. An Internet Protocol-capable call center comprising:

a managing computer adapted to receive Internet Protocol Network Telephony (IPNT) calls and to distribute the calls to PCs at agent stations connected on a local area network (LAN);

a statistics server (stat-server) on the LAN adapted to report current state, among multiple possible states, of call center objects; and

one or more requesting applications communicating on the LAN with the stat-server;

wherein a requesting application provides a state priority indication to the stat-server and requests a state for an object, and the stat-server in response provides a state for the object according to the priority indication.

8. The call center of claim 7 wherein two requesting applications provide unique state priority indications, and as a result are returned different states for the same entity.

9. The call center of claim 7 wherein requesting applications provided different state priority indications at different times, and the stat-server responds to requests according to the latest state priority indication.

10. The call center of claim 7 wherein the stat-server stores a default state priority indication for each requesting application, and, in the absence of a current state priority indication responds to requests according to the priority indication.