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Distributed hardware/software system for managing agent status in a communication center

  • US 8,031,860 B2
  • Filed: 02/22/2001
  • Issued: 10/04/2011
  • Est. Priority Date: 02/21/2001
  • Status: Expired due to Fees
First Claim
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1. An agent presence application distributed on a plurality of computer platforms at agent workstations for monitoring and collecting data from target agent resources and rendering the data to subscribing applications, comprising:

  • a first portion executing at the target agent resources for automatically collecting real-time data regarding conditions of attributes of communication capabilities and availability of the target agent resources; and

    a second portion for integrating the collected data and rendering the data to the subscribing applications;

    wherein the target agent resources include at least communication devices at the agent workstations and capabilities include at least media protocol capabilities including at least one or more of e-mail, Internet Protocol (IP) phone, chat communication applications, file sharing programs, and instant messenger applications.

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