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

• US 9,413,892 B2
• Filed: 08/24/2015
• Issued: 08/09/2016
• Est. Priority Date: 02/21/2001
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Coussement, Stefaan Valere Albert
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/834,307
• Publication Number:
  US 20150365531A1
• Time in Patent Office: 351 Days
• Field of Search: 379/265.06, 379/265.09, 379/266.01, 379/309
• US Class Current: 1/1
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/0069 comprising a residential gateway, e.g. those which provide an adapter for POTS or ISDN terminals

Abstract

An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.

Claims

1. A system, comprising:

a processor coupled with a memory, wherein the memory has stored thereon an agent presence application that, when executed by the processor, causes the processor to;

collect data regarding states of activity of target agent resources; and

integrate the data and provide the integrated data to subscribing applications,

wherein the target agent resources comprise one or more individual agent stations in at least one communication center, the agent stations equipped with one or more communication devices,

wherein the collecting and integrating is by a proxy server of a plurality of proxy servers,

wherein the plurality of proxy servers are associated in a hierarchical fashion, wherein a higher-level proxy server integrates data from a plurality of lower-level proxy servers with which the higher-level server is associated, the integrated data at the higher-level server comprising data from all of the agent stations associated with each of the lower-level servers, and

wherein each of the plurality of agent stations is configured to execute a copy or version of at least a portion of the agent presence application for monitoring a corresponding one or more of the communication devices, and is further configured to provide the data regarding the states of activity to at least one of the plurality of proxy servers, the at least one of the plurality of proxy servers being configured to integrate the received data.

2. The system of claim 1 wherein the copy or version of the at least a portion of the agent presence application, is for being executed by one of the one or more communication devices.

3. The system of claim 1, wherein the copy or version of the at least a portion of the agent presence application, is for being executed by a service proxy platform configured to enable communication services for one of the communication devices.

4. The system of claim 3, wherein the service proxy platform is at least one of a Voice-over-Internet Protocol (VoIP) proxy enabling a VoIP telephone, or a call-control gateway platform.

5. The system of claim 3, wherein the service proxy platform is a call-control gateway platform.

6. The system of claim 1, wherein the data regarding the states of activity is provided to more than one agent proxy server to provide redundancy.

7. The system of claim 1, wherein the proxy servers, agent stations and subscribing applications are all a part of a single communication center.

8. The system of claim 1, wherein the proxy servers, agent stations and subscribing applications are distributed over a plurality of communication centers.

9. The system of claim 1, wherein the collected data is for distinct ones of the communication devices associated with a single agent station, and the collected data integrated for the single agent station at the proxy server associated with the single agent station.

10. The system of claim 1, wherein the subscribing applications include communication-routing applications.

11. The system of claim 1, wherein the data is real-time data that is collected as the data is generated.

12. The system of claim 1, wherein the data includes data relating to communication activity of the target agent resources.

13. The system of claim 1, wherein the data includes data relating to capabilities of the target agent resources.

14. A computer-implemented method for a communication center system, the method comprising:

collecting, by a proxy server of a plurality of proxy servers, data regarding states of activity of target agent resources;

integrating, by the proxy server, the data, and providing the integrated data to subscribing applications, wherein at least one of the subscribing applications is an application executed by a router;

wherein the target agent resources comprise one or more individual agent stations in at least one communication center, the agent stations equipped with one or more communication devices;

wherein the plurality of proxy servers are associated in a hierarchical fashion, wherein a higher-level proxy server integrates data from a plurality of lower-level proxy servers with which the higher-level server is associated, the integrated data at the higher-level server comprising data from all of the agent stations associated with each of the lower-level servers;

wherein each of the plurality of agent stations is configured to execute a copy or version of at least a portion of the agent presence application for monitoring a corresponding one or more of the communication devices, and is further configured to provide the data regarding the states of activity to at least one of the plurality of proxy servers, the at least one of the plurality of proxy servers being configured to integrate the received data;

wherein the plurality of agent stations, the plurality of proxy servers, and the router are coupled to each other over a data communication network; and

wherein the router is configured to route a communication to one of the target agent resources based on the integrated data.

15. The method of claim 14, wherein the copy or version of the at least a portion of the agent presence application, is for being executed by one of the one or more communication devices.

16. The method of claim 14, wherein the copy or version of the at least a portion of the agent presence application, is for being executed by a service proxy platform configured to enable communication services for one of the communication devices.

17. The method of claim 16, wherein the service proxy platform is at least one of a Voice-over-Internet Protocol (VoIP) proxy enabling a VoIP telephone, or a call-control gateway platform.

18. The method of claim 16, wherein the data regarding the states of activity is provided to more than one agent proxy server to provide redundancy.

19. The method of claim 14, wherein the proxy servers, agent stations and subscribing applications are all a part of a single communication center.

20. The method of claim 14, wherein the proxy servers, agent stations and subscribing applications are distributed over a plurality of communication centers.

21. The method of claim 14, wherein the collected data is for distinct ones of the communication devices associated with a single agent station, and the collected data is integrated for the single agent station at the proxy server associated with the single agent station.