Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure

• US RE46,438 E1
• Filed: 12/15/2014
• Issued: 06/13/2017
• Est. Priority Date: 09/24/1999
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Hanhan, Musa
• Primary Examiner(s): FERRIS III, FRED O
• Application Number:
  US14/571,216
• Time in Patent Office: 911 Days
• Field of Search: 709281, 709219, 709218
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 29/06 characterised by a protocol
• CPC Class Codes: H04L 29/06027 Protocols for multimedia communication
• CPC Class Codes: H04L 29/08846 Arrangements to globally emulate or virtualize the functionalities of an end device H04L29/08837 takes precedence
• CPC Class Codes: H04L 65/1026 at the edge
• CPC Class Codes: H04L 65/103 in the network
• CPC Class Codes: H04L 65/1036 at the edge
• CPC Class Codes: H04L 65/104 in the network
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/4007 Services involving a main real-time session and one or more additional parallel sessions real time messaging, e.g. instant messaging, interacting with other applications or services H04L51/046; multichannel or multilink protocols H04L69/14; services and arrangements where telephone services are combined with data services H04M7/0024
• CPC Class Codes: H04L 65/4038 with floor control
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/2819 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04L 67/2823 for conversion or adaptation of application content or format message adaptation based on network or terminal capabilities H04L51/06; media manipulation, adaptation or conversion in real-time communications H04L65/601; protocol conversion H04L69/08; optimising visualization of content for web browsing G06F16/9577
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42323 : PBX's with CTI arrangements
• CPC Class Codes: H04M 3/4938 : comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5125 : with remote located operators
• CPC Class Codes: H04M 3/5166 : in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 : Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet

Abstract

A proxy system enables a worker remote from a communication center and limited to a light computer device unable to operate as a workstation at the communication center to operate with full access to data and software at the communication center. A proxy server, which may be a LAN-connected server at the communication center, has a two-way data link to the light computer device operated by the remote agent, and executes software which ascertains the hardware and software characteristics of the light device. The proxy server accesses communication center data at direction from the light device, operates communication center software tools, and provides results to the light device over the communication link in a form usable by the light device.

Claims

1. A system for enabling remote interworking with a communication center, comprising:

a communication center comprising a plurality of communication and computing devices;

a Local Area Network (LAN) for coupling the plurality of communication and computing devices;

a proxy server executing a software suite and coupled to the first network LAN;

characterized in that the proxy server is further coupled to the Internet for managing communications between a portable device and the plurality of communication and computing devices in a form usable by each, wherein the portable device is enabled at least to participate in live Internet Protocol Network Telephony (IPNT) voice communications with agents operating individual ones of the communication and computing devices at the communication center and to interoperate with any a software application executing on the computing devices coupled to the LAN,

wherein the portable device is configured to transmit a command to the proxy server for displaying a list of scripts, wherein in response to the portable device selecting a particular script from the list of scripts, a command is issued to a particular device of the plurality of communication and computing devices for causing the particular device to access a digital voice attendant over the LAN to replace a message output by the digital voice attendant with a new message.

2. The system of claim 1 wherein the portable device is one of a hand-held computer, a personal digital assistant, a portable laptop computer, or a cellular telephone.

3. The system of claim 1 wherein the second proxy server is coupled to the Internet over a two-way data link, wherein the two-way data link is one of a hard-wired telephone connection, a wireless connection, or a data-packet connection via the Internet.

4. The system of claim 1 3 wherein the proxy server and the portable device each execute an instance of a Nano-browser enabling Internet Protocol communication over the second two-way data link.

5. The system of claim 1 wherein the proxy server is a first proxy server connected to a plurality of remote proxy servers, each at a separate remote call center, and the portable device connects to and operates software and accesses data at least one of the plurality of remote call centers.

11. The system of claim 1, wherein the proxy server is configured to route voice calls to and from the portable device.

12. The system of claim 11, wherein the command is transmitted during a particular one of the voice calls.

13. The system of claim 1, wherein the particular device is a workstation of a worker of the communication center.

6. A method for enabling remote interworking with a communication center, comprising the steps of:

(a) coupling a plurality of communication and computing devices in a communication center to a Local Area Network (LAN);

(b) executing a software suite on a proxy server, the proxy server also coupled to the LAN;

(c) coupling the proxy server to the Internet;

(d) managing communications on the Internet by the proxy server between a portable device and the plurality of communication and computing devices in a form usable by each device wherein the portable device is enabled at least to participate in live Internet Protocol Network Telephony (IPNT) voice communications with agents operating individual ones of the communication and computing devices at the communication center and to interoperate with any a software application executing on the computing devices coupled to the LAN,

wherein the portable device is configured to transmit a command to the proxy server for displaying a list of scripts, wherein in response to the portable device selecting a particular script from the list of scripts, a command is issued to a particular device of the plurality of communication and computing devices for causing the particular device to access a digital voice attendant over the LAN to replace a message output by the digital voice attendant with a new message.

7. The method of claim 6 wherein the portable device is one of a hand-held computer, a personal digital assistant, a portable laptop computer, or a cellular telephone.

8. The method of claim 6 wherein the first proxy server is coupled to the Internet over a two-way data link, wherein the two-way data link is one of a hard-wired telephone connection, a wireless connection, or a data-packet connection via the Internet.

9. The method of claim 6 8 wherein the proxy server and the portable device each execute an instance of a Nano-browser enabling Internet Protocol telephony voice communication over the second two-way data link.

10. The method of claim 9 wherein the a plurality of remote proxy servers, each at a separate remote call center, and wherein portable device connects to and operates software and accesses data at least one of the remote call centers.

14. The method of claim 6, wherein the proxy server is configured to route voice calls to and from the portable device.

15. The method of claim 14, wherein the command is transmitted during a particular one of the voice calls.

16. The method of claim 6, wherein a particular one of the plurality of communication and computing devices is a workstation of a worker of the communication center.