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

  • US RE46,387 E1
  • Filed: 12/15/2014
  • Issued: 05/02/2017
  • Est. Priority Date: 09/11/1998
  • Status: Expired due to Term
First Claim
Patent Images

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

  • a primary server connected to the network, the primary server controlling at least one routing point used by the communication center;

    one or more secondary servers distributed on the network and accessible to the 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 in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data;

    characterized in that the agent'"'"'s computing platforms and peripherals are monitored for activity state by 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, the primary server recognizing CTI computer-telephony integrated (CTI) protocol equivalents for the messaging for the purpose of intelligently routing events incoming to or otherwise communicatively involving the remote agents.

View all claims
    ×
    ×

    Thank you for your feedback

    ×
    ×