Combined caller and agent endpoint manager
First Claim
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1. A method of supporting client calls within a private computer network of an organization having a plurality of agents, such method comprising the steps of:
- detecting receipt of a call from a client of the organization through an interface of the private computer network of the organization with a public communication network;
continuously scanning and reading idle input stack locations of a protocol stack of the client to detect received calls and determining a type of the received call;
selecting an agent of the plurality of agents based upon the determined type of call; and
independently spawning a call processing application based upon the determined type of call and upon the selected agent with a first end of the independently spawned call processing application operatively coupled to a predetermined protocol stack of the selected agent and with a second end of the independently spawned call processing application operatively coupled to the protocol stack of the client, said independently spawned call processing application being operable to exchange information between the selected agent and the client, said protocol stack of the agent and protocol stack of the client being disposed inside the private computer network and wherein communication between the predetermined protocol stack of the agent and protocol stack of the client operates under a first protocol and communication between the protocol stack of the client and the client through the public communication network operates under a second protocol.
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Abstract
A method and apparatus are provided for supporting client calls within a private computer network of an organization having a plurality of agents. The method includes the steps of detecting receipt of a call from a client of the organization through an interface of the private computer network of the organization with a public communication network, determining a type of the received call, spawning a routing process based upon the determined type of call and routing the call to an agent of the plurality of agents based upon the type of call and the spawned routing process.
57 Citations
40 Claims
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1. A method of supporting client calls within a private computer network of an organization having a plurality of agents, such method comprising the steps of:
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detecting receipt of a call from a client of the organization through an interface of the private computer network of the organization with a public communication network; continuously scanning and reading idle input stack locations of a protocol stack of the client to detect received calls and determining a type of the received call; selecting an agent of the plurality of agents based upon the determined type of call; and independently spawning a call processing application based upon the determined type of call and upon the selected agent with a first end of the independently spawned call processing application operatively coupled to a predetermined protocol stack of the selected agent and with a second end of the independently spawned call processing application operatively coupled to the protocol stack of the client, said independently spawned call processing application being operable to exchange information between the selected agent and the client, said protocol stack of the agent and protocol stack of the client being disposed inside the private computer network and wherein communication between the predetermined protocol stack of the agent and protocol stack of the client operates under a first protocol and communication between the protocol stack of the client and the client through the public communication network operates under a second protocol. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. An apparatus for supporting client calls within a private computer network of an organization having a plurality of agents, such apparatus comprising:
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means for detecting receipt of a call from a client of the organization through an interface of the private computer network of the organization with a public communication network; means for continuously scanning and reading idle input stack locations of a protocol stack of the client to detect received calls and for determining a type of the received call; means for selecting an agent of the plurality of agents based upon the determined type of call; means for independently spawning a call processing application based upon the determined type of call and upon the selected agent with a first end of the independently spawned call processing application operatively coupled to a predetermined protocol stack of the selected agent and with a second end of the independently spawned call processing application operatively coupled to the protocol stack of the client, said independently spawned call processing application being operable to exchange information between the selected agent and the client, said protocol stack of the agent and protocol stack of the client being disposed inside the private computer network and wherein communication between the predetermined protocol stack of the agent and protocol stack of the client operates under a first protocol and communication between the protocol stack of the client and the client through the public communication network operates under a second protocol. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
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31. An apparatus for supporting client calls within a private computer network of an organization having a plurality of agents, such apparatus comprising:
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a protocol stack adapted to receive a call from a client of the organization through an interface of the private computer network of the organization with a public communication network; a call criteria adapted to determine a type of the received call; a setup application that continuously scans and reads idle input stack locations of a protocol stack of the client to detect received calls, determines the type of the received calls based on the call criteria, and selects an agent of the plurality of agents based upon the determined type of call; the set up application being further adapted to independently spawn a call processing application based upon the determined type of call and upon the selected agent with a first end of the independently spawned call processing application operatively coupled to a predetermined protocol stack of the selected agent and with a second end of the independently spawned call processing application operatively coupled to the protocol stack of the client, said independently spawned call processing application being operable to exchange information between the selected agent and the client, said protocol stack of the agent and protocol stack of the client being disposed inside the private computer network and wherein communication between the predetermined protocol stack of the agent and protocol stack of the client operates under a first protocol and communication between the protocol stack of the client and the client through the public communication network operates under a second protocol. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38, 39, 40)
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Specification