Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center

• US 10,218,848 B2
• Filed: 09/04/2014
• Issued: 02/26/2019
• Est. Priority Date: 09/11/1998
• 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: Deryugin, Vladimir, Giacomini, Patrick, Makagon, Petr, Ryabchun, Andriy, Anisimov, Nikolay
• Primary Examiner(s): Shah, Antim G
• Application Number:
  US14/477,832
• Publication Number:
  US 20140376708A1
• Time in Patent Office: 1,636 Days
• Field of Search: 37926501, 37926502, 37926503, 37926504, 37926505, 37926506, 37926511, 709224
• 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 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 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• 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 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/564 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04L 67/565 Conversion or adaptation of application format or content adding application control or application functional data H04L67/561
• CPC Class Codes: H04L 67/63 Routing a service request depending on the request content or context
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/085 specially adapted for interworking of IP-based networks with other networks
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/60 : Medium conversion
• CPC Class Codes: H04M 2207/203 : composed of PSTN and data network, e.g. the Internet
• 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 3/4234 : Remote access to features of PBX or home telephone systems-teleworking in a PBX
• 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 3/5183 : 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 3/5233 : Operator skill based call distribution
• CPC Class Codes: H04Q 2213/13034 : A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 : Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13345 : Intelligent networks, SCP
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/64 : Distributing or queueing

Abstract

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

Claims

1. A system for managing remote agents of a communication center comprising:

a first processor;

a first switch coupled to the first processor; and

a memory, wherein the memory has stored therein instructions that, when executed by the first processor, cause the first processor to;

receive, over a wide area network, from a second processor distributed at a remote geographic location, activity state information of devices associated with the remote agents, the devices being coupled to the second processor over a local data communications medium, wherein the devices associated with the remote agents do not have a control link to the first processor, wherein the second processor is adapted to register a directory number associated with an end user device of the devices associated with one of the remote agents;

detect an interaction received at the first switch;

identify, in response to detecting the interaction, the one of the remote agents based on the received activity state information;

transmit to the second processor over the wide area network, a first control message adhering to a first protocol for routing the interaction to the directory number of the end user device associated with the one of the remote agents, wherein in response to receipt of the first control message, the second processor is configured to transform the first control message to adhere to a second protocol that is adapted to be recognized by the end user device associated with the one of the remote agents, and transmit the transformed message to the end user device;

transmit a signal for routing the interaction from the first switch to a second switch coupled to the second processor;

receive from the second processor over the wide area network, a second control message for controlling the interaction as the interaction is occurring, wherein the second control message is provided over the local data communications medium to the second processor by the end user device associated with the one of the remote agents handling the interaction; and

transmit a signal to the first switch for controlling the interaction according to the second control message.

2. The system of claim 1, wherein the second processor is configured to control at least one routing point, wherein the routing point is at least one of a telephony switch, a service control point, or an Internet Protocol router.

3. The system of claim 1, wherein the devices associated with the remote agents are located remotely with respect to the communication center.

4. The system of claim 1, wherein the first protocol is based on an Extensible Markup Language.

5. The system of claim 4, wherein the second protocol utilizes a format selected from a group consisting of hypertext markup language (HTML), handheld device markup language (HDML), wireless application protocol (WAP), and wireless markup language (WML).

6. The system of claim 1, wherein the one of the remote agents is associated with a destination number for receiving events.

7. The system of claim 1, wherein the activity state information includes availability of the remote agents.

8. The system of claim 1, wherein the interaction is an inbound telephony call to the communication center.

9. The system of claim 1, wherein the interaction is a text-based communication event to the communication center.

10. The system of claim 1, wherein the message includes at least one of customer data, product data, history data, and communication center service tools.

11. A method for managing remote agents of a communication center comprising:

receiving, by a first processor, over a wide area network, from a second processor distributed at a remote geographic location, activity state information of devices associated with the remote agents, wherein the devices associated with the remote agents do not have a control link to the first processor, wherein the second processor is adapted to register a directory number associated with an end user device of the devices associated with one of the remote agents;

detecting, by the first processor, an interaction received at a first switch coupled to the first processor;

identifying, by the first processor, in response to detecting the interaction, the one of the remote agents based on the received activity state information;

transmitting, by the first processor to the second processor over the wide area network, a first control message adhering to a first protocol for routing the interaction to the directory number of the end user device associated with the one of the remote agents, wherein in response to receipt of the first control message, the second processor is configured to transform the first control message to adhere to a second protocol that is adapted to be recognized by the end user device associated with the one of the remote agents, and transmit the transformed message to the end user device;

transmitting, by the first processor, a signal for routing the interaction from the first switch to a second switch coupled to the second processor;

receiving, by the first processor from the second processor over the wide area network, a second control message for controlling the interaction as the interaction is occurring, wherein the control message is provided over the local data communications medium to the second processor by the end user device associated with the one of the remote agents handling the interaction; and

transmitting, by the first processor, a signal to the first switch for controlling the interaction according to the second control message.

12. The method of claim 11, wherein the second processor is configured to control at least one routing point, wherein the routing point is at least one of a telephony switch, a service control point, or an Internet Protocol router.

13. The method of claim 11, wherein computing devices and communication peripherals associated with the remote agents are located remotely with respect to the communication center.

14. The method of claim 11, wherein the first protocol is based on an Extensible Markup Language.

15. The method of claim 14, wherein the second protocol utilizes a format selected from a group consisting of hypertext markup language (HTML), handheld device markup language (HDML), wireless application protocol (VVAP), and wireless markup language (WML).

16. The method of claim 11, wherein the one of the remote agents is associated with a destination number for receiving events.

17. The method of claim 11, wherein the activity state information includes availability of the remote agents.

18. The method of claim 11, wherein the interaction is one of an inbound telephony call and a text-based communication event to the communication center.

19. The method of claim 11, wherein the message includes at least one of customer data, product data, history data, and communication center service tools.

20. A system for managing remote agents of a communication center comprising:

a first server coupled to a first switch and having a memory with instructions stored therein that, when executed by the first server, cause the first server to;

receive, over a wide area network, activity state information of devices associated with the remote agents;

detect an interaction received at the first switch;

identify, in response to detecting the interaction, one of the remote agents based on the received activity state information;

transmit over the wide area network, a first control message adhering to a first protocol for routing the interaction to a directory number of an end user device of the devices associated with the one of the remote agents;

receive, over the wide area network, a second control message for controlling the interaction as the interaction is occurring; and

transmit a signal to the first switch for controlling the interaction according to the second control message; and

a second server distributed at a remote geographic location, the second server coupled to a second switch and having a memory with instructions stored therein that, when executed by the second server, cause the second server to;

register the directory number associated with the end user device of the devices associated with one of the remote agents;

monitor the devices associated with the remote agents for activity state information, wherein the devices are coupled to the second server over a local data communications medium, and the devices do not have a control link to the first processor;

send the activity state information to the first server over the wide area network;

receive the first control message from the first server over the wide area network for routing the interaction to the directory number of the end user device associated with the one of the remote agents;

transform the first control message to adhere to a second protocol that is adapted to be recognized by the end user device associated with the one of the remote agents;

transmit the transformed message to the end user device;

receive over the local data communications medium, from the end user device associated with the one of the remote agents, a second control message for controlling the interaction; and

transmit the received second control message to the first server over the wide area network.