Integrated customer web station for web based call management
First Claim
1. A web-based call manager webstation for controlling and monitoring a customer'"'"'s telecommunication network via an integrated interface, the system comprising:
- a client browser application located at a client workstation for enabling interactive web-based communications with the call manager webstation system by a user and providing the integrated interface for displaying text messages in a language chosen by said user;
at least one secure server for managing one or more customer sessions(s) over the Internet, the secure server supporting a secure socket connection enabling encrypted communications between the client browser application and the secure server;
a configuring device launched via the client browser, for enabling a customer to monitor, define, and manipulate call routing parameters, the configuring device further formatting customer defined parameters into client message transactions and communicating the client message transactions to the secure server over the secure socket connection; and
a routing engine for maintaining call routing rules and interfacing with a plurality of network control elements for directing call routing and receiving data statistics, the routing engine further using the rules, the data statistics, and the customer defined parameters in determining where to route calls, wherein the customer is enabled to control call routing via the web-based integrated interface.
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Accused Products
Abstract
A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.
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Citations
33 Claims
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1. A web-based call manager webstation for controlling and monitoring a customer'"'"'s telecommunication network via an integrated interface, the system comprising:
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a client browser application located at a client workstation for enabling interactive web-based communications with the call manager webstation system by a user and providing the integrated interface for displaying text messages in a language chosen by said user;
at least one secure server for managing one or more customer sessions(s) over the Internet, the secure server supporting a secure socket connection enabling encrypted communications between the client browser application and the secure server;
a configuring device launched via the client browser, for enabling a customer to monitor, define, and manipulate call routing parameters, the configuring device further formatting customer defined parameters into client message transactions and communicating the client message transactions to the secure server over the secure socket connection; and
a routing engine for maintaining call routing rules and interfacing with a plurality of network control elements for directing call routing and receiving data statistics, the routing engine further using the rules, the data statistics, and the customer defined parameters in determining where to route calls, wherein the customer is enabled to control call routing via the web-based integrated interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A web-based call manager webstation system for controlling and monitoring a customer'"'"'s telecommunication network via an integrated interface, the system comprising:
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a client browser application located at a client workstation for enabling interactive web-based communications with the call manager webstation system by a user and providing the integrated interface;
at least one secure server for managing one or more customer sessions(s) over the Internet, the secure server supporting a secure socket connection enabling encrypted communications between the client browser application and the secure server;
configuring device launched via the client browser for presetting views via said integrated interface to enable a customer to monitor, define, and manipulate call routing parameters, the configuring device further formatting customer defined parameters into client message transactions and communicating the client message transactions to the secure server over the secure socket connection, said configuring device further comprising a branding device for branding presentation views in a specific company context; and
a routing engine for maintaining call routing rules and interfacing with a plurality of network control elements for directing call routing and receiving data statistics, the routing engine further using the rules, the data statistics, and the customer defined parameters in determining where to route calls, wherein the customer is enabled to control call routing via the web-based integrated interface. - View Dependent Claims (16, 17, 18, 19, 20)
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21. A method for controlling customer'"'"'s call routing configurations via a web-based integrated interface at a customer workstation having a client browser application for enabling interactive web-based communications between the customer and the integrated interface, said web-based communications including display of messages via said integrated interface, the method comprising:
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choosing a language for said displaying of messages via said integrated interface;
managing a client session over the Internet by providing a secure server which supports a secure socket connection to enable encrypted communications between the client browser application and the secure server;
maintaining call routing rules for use in directing call routing via one or more network control elements;
collecting data statistics form the network control elements; and
communicating customer-defined call routing parameters associated with the call routing rules, wherein the call routing rules, the data statistics, and the customer defined call routing parameters are used by the network control elements to determine where to route calls, and the customer is enabled at the customer workstation to control call routing of individual calls. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
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32. A method for controlling customer'"'"'s call routing configurations via a web-based integrated interface at a customer workstation having a client browser application for enabling interactive web-based communications between the customer and the integrated interface, said web-based communications including display of messages via said integrated interface, the method comprising:
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managing a client session over the Internet by providing a secure server which supports a secure socket connection to enable encrypted communications between the client browser application and the secure server;
maintaining call routing rules for use in directing call routing via one or more network control elements;
branding presentation views for said integrated interface according to a specific customer context;
collecting data statistics from the network control elements;
communicating customer-defined call routing parameters associated with the call routing rules, wherein the call routing rules, the data statistics, and the customer defined call routing parameters are used by the network control elements to determine where to route calls, and the customer is enabled at the customer workstation to control call routing of individual cells. - View Dependent Claims (33)
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Specification