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: Active Grant
First Claim
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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.

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