Method of storing information within an ACD

• US 7,702,094 B2
• Filed: 11/30/2004
• Issued: 04/20/2010
• Est. Priority Date: 11/30/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Hollatz, Mike, Wesen, Dave
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US10/999,426
• Publication Number:
  US 20060115074A1
• Time in Patent Office: 1,967 Days
• Field of Search: 37926501-2661, 370/352, 370/465, 386/125, 709/219
• US Class Current: 379/265.09
• CPC Class Codes: H04L 67/563 Data redirection of data network streams
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the Internet where the transferred information is encoded within SIP messages and where the transferred information related to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor, compiling and storing the transferred information in a data file of the database where the data file is indexed by a file identifier and retrieving the information from the database by a third resource of the automatic contract distributor using the file identifier.

Claims

1. A method of storing data from an automatic contact distributor for access through the Internet, such method comprising the steps of:

transferring information from a first resource of the automatic contact distributor to a presence server database where the transferred information is encoded within SIP messages and where the transferred information relates to a predetermined criteria of the automatic contact distributor;

compiling the transferred information from a plurality of the SIP messages;

storing the compiled transferred information in a data file of the database based upon the predetermined criteria where the data file is indexed by a file identifier; and

retrieving the compiled, transferred information from the database and delivering the information to a predetermined resource of the automatic contact distributor using the file identifier.

2. The method of storing data as in claim 1 further comprising indexing the stored file using an identifier of the first resource.

3. The method of storing data as in claim 1 further comprising indexing the stored information with a temporal indicator.

4. The method of storing data as in claim 1 wherein the step of storing the transferred information further comprises attaching a time stamp to the stored information.

5. The method of storing data as in claim 2 wherein the step of retrieving further comprises sending a SIP SUBSCRIBE message to the database containing indicia of identity of the stored information.

6. The method of storing data as in claim 5 wherein the step of sending a SIP SUBSCRIBE message further comprises the database downloading the stored information within a SIP NOTIFY message.

7. The method of storing data as in claim 1 wherein the step of retrieving the information from the database further comprises the third resource sending a SIP REGISTER message to the database.

8. The method of storing data as in claim 7 further comprising providing a predetermined criteria of files stored within the database that are to be downloaded to the third resource.

9. The method of storing data as in claim 8 further comprising upon detection of a SIP REGISTER message from the third resource comparing the predetermined criteria with a set of attributes of the stored file and downloading the stored file to the third resource when the attributes of the stored file match the predetermined criteria.

10. The method of storing data as in claim 1 wherein the stored data further comprises at least one of the group consisting of statistics, contact arrival rates, agent sign-in time, agent sign-out time.

11. The method of storing data as in claim 1 wherein the stored data further comprises an e-mail.

12. The method of storing data as in claim 1 wherein the stored data further comprises an instant message.

13. An apparatus for storing data from an automatic contact distributor for access through the Internet, such apparatus comprising:

means for transferring information from a first resource of the automatic contact distributor to a presence server database through the Internet where the transferred information is encoded within SIP messages and where the transferred information relates to a predetermined criteria of the automatic contact distributor;

compiling the transferred information from a plurality of the SIP messages;

means for storing the compiled transferred information in a data file of the database based upon the predetermined criteria where the data file is indexed by a file identifier; and

means for retrieving the compiled information from the database by a third resource of the automatic contact distributor using the file identifier.

14. The apparatus for storing data as in claim 13 further comprising means for indexing the stored file using an identifier of the first resource.

15. The apparatus for storing data as in claim 13 further comprising means for indexing the stored information with a temporal indicator.

16. The apparatus for storing data as in claim 13 wherein the means for storing the transferred information further comprises attaching a time stamp to the stored information.

17. The apparatus for storing data as in claim 14 wherein the step of retrieving further comprises means for sending a SIP SUBSCRIBE message to the database containing indicia of identity of the stored information.

18. The apparatus for storing data as in claim 17 wherein the step of sending a SIP SUBSCRIBE message further comprises means within the database for downloading the stored information within a SIP NOTIFY message.

19. The apparatus for storing data as in claim 13 wherein the means for retrieving the information from the database further comprises means within the third resource for sending a SIP REGISTER message to the database.

20. The apparatus for storing data as in claim 19 further comprising means for providing a predetermined criteria of files stored within the database that are to be downloaded to the third resource.

21. The apparatus for storing data as in claim 20 further comprising means for comparing the predetermined criteria with a set of attributes of the stored file and downloading the stored file to the third resource when the attributes of the stored file match the predetermined criteria.

22. The apparatus for storing data as in claim 13 wherein the stored data further comprises at least one of the group consisting of statistics, contact arrival rates, agent sign-in time, agent sign-out time.

23. The apparatus for storing data as in claim 13 wherein the stored data further comprises an e-mail.

24. The apparatus for storing data as in claim 13 wherein the stored data further comprises an instant message.

25. An apparatus for storing data from an automatic contact distributor for access through the Internet, such apparatus comprising:

SIP messages that transfer information from a first resource of the automatic contact distributor to a presence server database based upon a predetermined criteria where the transferred information is encoded within the SIP messages;

the database that compiles the transferred information from a plurality of the SIP messages and stores the compiled transferred information in a data file of the database where the data file is indexed by a file identifier; and

a re-sync processor that retrieves the compiled transferred information from the database for use by a second resource of the automatic contact distributor using the file identifier.

26. The apparatus for storing data as in claim 25 wherein the indexing of the file further comprises an identifier of the first resource.

27. The apparatus for storing data as in claim 25 wherein the indexing of the file further comprises a temporal indicator.

28. The apparatus for storing data as in claim 25 wherein the file further comprises a time stamp attached to the stored information.

29. The apparatus for storing data as in claim 25 further comprising a SIP SUBSCRIBE message that is sent to the database by the third resource containing indicia of identity of the stored information.

30. The apparatus for storing data as in claim 29 further comprising a SIP NOTIFY messages that is downloads the stored information to the third resource.

31. The apparatus for storing data as in claim 25 further comprising a user agent within the third resource that sends a SIP REGISTER message to the database.

32. The apparatus for storing data as in claim 31 wherein the database further comprises a predetermined criteria of files that are stored within the database that are to be downloaded to the third resource.

33. The apparatus for storing data as in claim 32 further comprising a comparator that compares the predetermined criteria with a set of attributes of the stored file and downloading the stored file to the third resource when the attributes of the stored file match the predetermined criteria.

34. The apparatus for storing data as in claim 25 wherein the stored data further comprises at least one of the group consisting of statistics, contact arrival rates, agent sign-in time, agent sign-out time.

35. The apparatus for storing data as in claim 25 wherein the stored data further comprises an e-mail.

36. The apparatus for storing data as in claim 25 wherein the stored data further comprises an instant message.

37. A method of storing data from an automatic contact distributor for access through the Internet, such method comprising the steps of:

transferring information from a first resource of the automatic contact distributor to a database of a SIP presence server based upon a predetermined criteria where the transferred information is encoded within SIP INVITE messages and relates to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor;

compiling the transferred information from a plurality of the SIP INVITE messages;

storing the compiled transferred information in a data file of the database based upon the predetermined criteria where the data file is indexed by a file identifier;

retrieving the compiled transferred information from the database using the file identifier; and

transferring the retrieved information to a third resource of the automatic contact distributor encoded within a SIP NOTIFY message.

38. The method of storing data as in claim 37 further comprising indexing the stored file using an identifier of the first resource.

39. The method of storing data as in claim 37 further comprising indexing the stored information with a temporal indicator.

40. The method of storing data as in claim 37 wherein the step of storing the transferred information further comprises attaching a time stamp to the stored information.

41. The method of storing data as in claim 38 wherein the step of retrieving further comprises sending a SIP SUBSCRIBE message to the database containing indicia of identity of the stored information.

42. The method of storing data as in claim 41 wherein the step of sending a SIP SUBSCRIBE message further comprises the database downloading the stored information within a SIP NOTIFY message.

43. The method of storing data as in claim 37 wherein the step of retrieving the information from the database further comprises the third resource sending a SIP REGISTER message to the database.

44. The method of storing data as in claim 43 further comprising providing a predetermined criteria of files stored within the database that are to be downloaded to the third resource.

45. The method of storing data as in claim 44 further comprising upon detection of a SIP REGISTER message from the third resource comparing the predetermined criteria with a set of attributes of the stored file and downloading the stored file to the third resource when the attributes of the stored file match the predetermined criteria.

46. The method of storing data as in claim 37 wherein the stored data further comprises at least one of the group consisting of statistics, call arrival rates, agent sign-in time, agent sign-out time.

47. The method of storing data as in claim 37 wherein the stored data further comprises an e-mail.

48. The method of storing data as in claim 37 wherein the stored data further comprises an instant message.