Method of providing status information within an ACD
First Claim
1. A method of retrievably storing status information within an automatic contact distributor system within a common database that is accessible through the Internet, the automatic contact distributor system including a plurality of automatic contact distributor resources which communicate with each other and with the common database over the internet such method comprising the steps of:
- each resource periodically collecting its own status information, and each resource encoding the collected status information into a SIP REGISTER message using SIP CONTACT headers, and sending the SIP REGISTER message from the respective resource via the internet to the common database, and saving the status information from the plurality of resources into the common database, and;
retrieving the status information of a selected resource of the plurality of resources from the database through the Internet by sending a SIP SUBSCRIBE message from at least one of the resources to the common database over the Internet to retrieve the status information.
18 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for retrievably storing information within an automatic contact distributor system within a database that is accessible through the Internet. The method includes the steps of saving the information from the automatic call distributor system within the database using a SIP REGISTER message and retrieving the information through the Internet using a SIP SUBSCRIBE message.
-
Citations
26 Claims
-
1. A method of retrievably storing status information within an automatic contact distributor system within a common database that is accessible through the Internet, the automatic contact distributor system including a plurality of automatic contact distributor resources which communicate with each other and with the common database over the internet such method comprising the steps of:
-
each resource periodically collecting its own status information, and each resource encoding the collected status information into a SIP REGISTER message using SIP CONTACT headers, and sending the SIP REGISTER message from the respective resource via the internet to the common database, and saving the status information from the plurality of resources into the common database, and; retrieving the status information of a selected resource of the plurality of resources from the database through the Internet by sending a SIP SUBSCRIBE message from at least one of the resources to the common database over the Internet to retrieve the status information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. An apparatus for retrievably storing status information within an automatic contact distributor system within a common database that is accessible through the Internet, the automatic contact distribution system including a plurality of automatic contact distribution resources coupled to the internet, such apparatus comprising:
-
means associated with each respective resource for collecting status information of the respective resource and encoding the status information of each respective resource into a respective SIP REGISTER message using SIP CONTACT headers, and for sending the respective SIP REGISTER message from the respective resource; means for receiving the respective SIP REGISTER messages via the internet and saving the status information from the respective automatic call distributor resources into the common database; and means for retrieving the status information through the Internet by sending a SIP SUBSCRIBE message from at least one of the resources to the database over the Internet to retrieve the status information. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
-
-
18. An apparatus for retrievably storing status information within an automatic contact distributor system within a common database that is accessible through the Internet, such apparatus comprising:
-
a plurality of automatic contact distribution system resources, each respective resource collecting status information of the respective resource, encoding the status information of each respective resource into a respective SIP REGISTER message using SIP CONTACT headers and sending the respective SIP REGISTER messages from the respective resources over the Internet; a SIP PRESENCE server that receives the respective SIP REGISTER messages over the Internet and saves the status information into the common database based upon receipt over the Internet of the SIP REGISTER messages; and a terminal that retrieves the status information from the common database through the Internet by sending a SIP SUBSCRIBE message over the Internet to the common database. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26)
-
Specification