System and method for enabling a hierarchal collaboration of devices across a communication channel
First Claim
1. A system for enabling a plurality of devices to collaborate across a communication channel, said system comprising:
- a common resource exchange for storing status data corresponding to each said device and providing said status data to each said device;
a first device comprising;
at least one uniquely-identified first message center processor capable of receiving a data request from at least one user and providing a response to said data request to said user; and
a first director processor associated with said first message center processor capable of redirecting said data request from said first message center processor to another message center processor according to said status data provided from said resource exchange;
a second device comprising;
at least one uniquely-identified second message center processor capable of receiving a data request from at least one user and providing a response to said data request to said user; and
a second director processor associated with said second message center processor capable of redirecting said data request from said second message center processor to another message center processor according to said status data provided from said resource exchange; and
wherein said message center processors are coupled to each other using a common communication channel.
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Accused Products
Abstract
A system and method for enabling a hierarchal collaboration of devices across a common communication channel, e.g., the Internet. Embodiments of the present invention define a plurality of devices, e.g., computer systems operating as servers. Each device is capable of receiving one or more inquiries from at least one user and locally providing data in response to such inquiries. However, when the locally available data is not responsive to the user'"'"'s inquiry, the inquiry is redirected to another device that has responsive data and the response is received therefrom. In accordance with a significant feature of a preferred embodiment, a common resource exchange stores status data corresponding to each device. This status data, e.g., data corresponding to the ability and availability of each device to provide a response, is used to determine where (to which device) the inquiry is redirected.
19 Citations
32 Claims
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1. A system for enabling a plurality of devices to collaborate across a communication channel, said system comprising:
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a common resource exchange for storing status data corresponding to each said device and providing said status data to each said device;
a first device comprising;
at least one uniquely-identified first message center processor capable of receiving a data request from at least one user and providing a response to said data request to said user; and
a first director processor associated with said first message center processor capable of redirecting said data request from said first message center processor to another message center processor according to said status data provided from said resource exchange;
a second device comprising;
at least one uniquely-identified second message center processor capable of receiving a data request from at least one user and providing a response to said data request to said user; and
a second director processor associated with said second message center processor capable of redirecting said data request from said second message center processor to another message center processor according to said status data provided from said resource exchange; and
whereinsaid message center processors are coupled to each other using a common communication channel. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A method for providing data to one or more users from one of a plurality of devices coupled to each other across a common communication channel, wherein each of said devices maintains status data in a common resource exchange, said method comprising the steps of:
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said user requesting data from a first one of said devices;
said first device determining whether said data is locally available from said first device and delivering said data to said user if said data is locally available;
said first device retrieving status data from said resource exchange;
said first device directing said data request to a second device according to said retrieved status data;
said second device generating a reply to said requested data;
said second device directing said reply to said first device; and
said first device providing said reply to said user. - View Dependent Claims (15, 16, 17, 18, 19)
said devices notifying said resource exchange of status changes in each said device; and
said resource exchange notifying each said device whenever said resource exchange has been notified of a status change in one of said devices.
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16. The method of claim 14 additionally comprising the step of each said device logging transactions between said devices and said users.
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17. The method of claim 16 additionally comprising the step of periodically searching for logged transactions according to prescribed criteria.
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18. The method of claim 17 additionally comprising the steps of:
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formatting a database entry according to logged transactions found in said searching step; and
storing said formatted entry in a database.
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19. The method of claim 14 wherein said providing step additionally comprises identifying said second device to said user conditional upon visibility data within said status data.
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20. A method for providing data to a user from one of a plurality of devices coupled to each other across a common communication channel, wherein a common resource exchange maintains status data corresponding to each said device, said method comprising the steps of:
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said user requesting data from a first one of said devices;
said first device determining whether said data is locally available from said first device and delivering said data to said user if said data is locally available;
said first device directing said data request to said resource exchange and said resource exchange directing said data request to a second device according to said status data contained within said resource exchange;
said second device generating a reply to said requested data;
said second device directing said reply to said first device; and
said first device providing said reply to said user. - View Dependent Claims (21, 22, 23, 24, 25)
formatting a database entry according to logged transactions found in said searching step; and
storing said formatted entry in a database.
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25. The method of claim 20 wherein said providing step additionally comprises identifying said second device to said user conditional upon visibility data within said status data.
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26. In an on-line customer support environment, a collaboration system for connecting some or all of a plurality of customer systems, comprising:
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a plurality of message center processors, wherein each message center processor includes customer support data, customer support logs and has associated therewith an availability status;
a plurality of call directors, wherein each call director is associated with an entity;
a plurality of resource tables, wherein each resource table is associated with one of the call directors and maintains at least availability statuses for each message center processor associated with the entity associated with the resource table'"'"'s call director;
intake logic within each message center processor for accepting messages from customers;
transfer logic within each message center processor for transferring a customer from that message center processor to another message center processor when that message center processor determines that it does not have customer support data to support that customer, including logic to consider the availability status of the other message center processor when determining which message center processor to transfer the customer to; and
a resource exchange coupled to the plurality of call directors for providing updates as to availability status of at least some of the plurality of message center processors. - View Dependent Claims (27, 28, 29, 30, 31, 32)
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Specification