Multi-domain login and messaging

• US 8,615,791 B1
• Filed: 11/21/2011
• Issued: 12/24/2013
• Est. Priority Date: 11/20/2007
• Status: Expired due to Fees

• Current Assignee: Alorica Incorporated
• Original Assignee: West Corporation
• Inventors: Cordell, Jeffrey William, Larson, Larry Trent, Morris, Raymond Onslow, Pierson, Kevin Peter, Fecci, Michael S
• Primary Examiner(s): CHEN, SHIN HON
• Application Number:
  US13/373,598
• Time in Patent Office: 764 Days
• Field of Search: None
• US Class Current: 726/5
• CPC Class Codes: G06F 21/41 where a single sign-on provides access to a plurality of computers
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: H04L 63/0815 providing single-sign-on or federations
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor

Abstract

A method, a computer readable medium and a system of multi-domain login and messaging are provided. The method for multi-domain login comprises inputting a local password by an agent, accessing a password vault with the local password, and retrieving at least one hidden password from the password vault, and logging the agent into at least one agent application using the at least one hidden password. The method for multi-domain messaging comprises retrieving information of an agent from a database, retrieving at least one skill group to which the agent belongs from the information, retrieving a message linked to the at least one skill group, and sending the message to the agent.

Claims

1. A method, comprising:

inputting a local password by an agent;

accessing a password vault with the local password;

retrieving at least one hidden password from the password vault; and

determining a message for the agent from at least one agent application based on a subscription of the agent to at least one skill group wherein subscription is based on a matching of a skill set of the agent against a set of skills required by at least one task assigned to the skill group and wherein the message is associated with the at least one task wherein one of in addition to and alternative to utilizing the password vault and the at least one hidden password to authenticate the agent, authentication is performed based on licensed available seat name.

2. The method of claim 1, wherein the message comprises at least one of a message indicating a new product has become available for the at least one task, a message indicating a new training is required for the at least one task, a message indicating a new schedule for the at least one task has become available, a message indicating additional information about the at least one task, and an urgent need for an agent is available for the at least one task.

3. The method of claim 1, further comprising:

storing the at least one skill group of the agent in a database.

4. The method of claim 3, wherein the database further stores information of an agent comprising the set of skills possessed by the agent and at least one skill group to which the agent belongs.

5. The method of claim 1, further comprising:

locating at least one skill group required for a task;

locating at least one agent belonging to the at least one skill group;

retrieving a message pertinent to the at least one skill group; and

sending the message pertinent to the at least one agent.

6. The method of claim 1, wherein the password vault comprises at least one hidden password for logging into the at least one agent application.

7. The method of claim 1, wherein the at least one skill group comprises at least one agent possessing a set of skills required for a task.

8. The method of claim 1 comprising logging the agent into at least one agent application using the at least one hidden password.

9. The method of claim 1, wherein the message is customized for at least one of the at least one skill group and the agent.

10. A system, comprising:

a communication server communicably coupled to the at least one system;

a database communicably coupled to the communication server;

an application communicably coupled to the communication server and the database, the application comprising a password vault; and

at least one agent application communicably coupled to the application,

the application operable to login at least one agent into the at least one agent application utilizing at least one hidden password in the password vault, retrieve information of the at least one agent from the database, retrieve at least one skill group to which the at least one agent belongs from the information, retrieve a message linked to the at least one skill group, and send the message to the at least one agent, wherein the agent belonging to the skill group is based on a matching of a skill set of the at least one agent against a set of skills required by at least one task assigned to skill group and wherein the message is associated with the at least one task and wherein one of in addition to and alternative to utilizing the password vault and the at least one hidden password to authenticate the agent, authentication is performed based on licensed available seat name.

11. The system of claim 10, wherein the application is further operable to input a local password by the at least one agent, access the password vault with the local password, retrieve at least one hidden password from the password vault, and log the at least one agent into at least one agent application using the at least one hidden password.

12. The system of claim 10, wherein the application is further operable to subscribe the at least one agent to the at least one skill group based on the at least one skill set possessed by the at least one agent, and store the at least one skill group of the at least one agent in the database.

13. The system of claim 10, wherein the application is further operable to locate at least one skill group required for a task, locate at least one agent belonging to the at least one skill group, retrieve a message pertinent to the at least one skill group, and send the message pertinent to the at least one agent.

14. The system of claim 10, wherein the wherein the message comprises at least one of a message indicating a new product has become available for the at least one task, a message indicating a new training is required for the at least one task, a message indicating a new schedule for the at least one task has become available, a message indicating additional information about the at least one task, and an urgent need for an agent is available for the at least one task.

15. The system of claim 10, wherein information of the at least one agent comprises the set of skills possessed by the at least one agent and the at least one skill group to which the at least one agent belongs.

16. The system of claim 10, wherein the at least one skill group comprises at least one agent possessing a set of skills required for a task.

17. A non-transitory computer readable storage medium comprising instructions executable in at least one processor comprising instructions for:

accessing a password vault with a local password associated with an agent;

retrieving at least one hidden password from the password vault; and

determining a message for the agent from at least one agent application based on a subscription of the agent to at least one skill group wherein subscription is based on a matching of a skill set of the agent against a set of skills required by at least one task assigned to skill group and wherein the message is associated with the at least one task wherein one of in addition to and alternative to utilizing the password vault and the at least one hidden password to authenticate the agent, authentication is performed based on licensed available seat name.

18. The non-transitory computer readable storage of claim 17, further comprising instructions for:

retrieving information of the agent from a database;

retrieving at least one skill group to which the agent belongs from the information;

retrieving a message linked to the at least one skill group; and

sending the message to the agent.

19. The non-transitory computer readable storage of claim 18, further comprising instructions for customizing the message for at least one of the at least one skill group and the agent.

20. The non-transitory computer readable storage of claim 17, wherein the message comprises at least one of a message indicating a new product has become available for the at least one task, a message indicating a new training is required for the at least one task, a message indicating a new schedule for the at least one task has become available, a message indicating additional information about the at least one task, and an urgent need for an agent is available for the at least one task.