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

• US 8,437,463 B2
• Filed: 09/15/2011
• Issued: 05/07/2013
• 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:
  US13/233,440
• Publication Number:
  US 20120030271A1
• Time in Patent Office: 600 Days
• Field of Search: 379/265.06, 379/265.09, 379/266.01, 379/309
• US Class Current: 379/265.06
• 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 for providing agent station status information to subscribing applications, comprising:

automatically collect real-time data regarding conditions of attributes of communication capabilities and availability of agent resources; and

integrate the collected data and render the data to the subscribing applications;

wherein the agent resources include at least communication devices at an agent workstation, and capabilities include at least media protocol capabilities including at least one or more of e-mail, Internet Protocol (IP) phone, chat communication applications, file sharing programs, or instant messenger applications;

wherein a copy or version of a first portion of the instructions is configured to be executed on one or more platforms configured to monitor one or more communication devices, the one or more platforms further being configured to provide the data to at least one computer device configured to execute a copy of a second portion of the instructions for integrating the data for the one or more communication devices.

2. The system of claim 1 wherein the copy or version of the first portion of the instructions includes instructions for providing the data to more than one computer device.

3. The method of claim 1 wherein one or more of the platforms upon which the copy or version of the first portion of the computer instructions are executed are one or more computers associated with the one or more agent stations.

4. The system of claim 1, wherein the computer device configured to execute a copy of the second portion of the instructions is an agent proxy sever.

5. The system of claim 1, wherein the one or more platforms includes a third-party gateway.

6. The system of claim 1, wherein one of the subscribing applications is a routing application configured to route incoming events to the agent resources.

7. A method for routing an incoming communication, the method comprising:

collecting by a computer device executing computer instructions, real-time data regarding communication activity and capabilities of communication devices used at one or more agent stations, including at least media protocol capabilities for one or more of e-mail, Internet Protocol (IP) phone, chat communication applications, file sharing programs, or instant messenger applications;

integrating the collected-real time data and rendering the data to a subscribing application; and

determining routing for the incoming communication center based on at least a portion of the integrated,

wherein a copy or version of a first portion of the computer instructions are executed on one or more computer platforms monitoring one or more communication devices, the one or more computer platforms providing the data to at least one computer device executing a copy of a second portion of the computer instructions for integrating the data for the one or more communication devices.

8. The method of claim 7, wherein the computer device configured to execute a copy of the second portion of the instructions is an agent proxy sever.

9. The method of claim 7, wherein the one or more platforms includes a third-party gateway.

10. The method of claim 7, wherein one of the subscribing applications is a routing application configured to route incoming events to the agent resources.