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

  • US RE46,521 E1
  • Filed: 12/19/2014
  • Issued: 08/22/2017
  • Est. Priority Date: 09/30/1997
  • Status: Expired due to Fees
First Claim
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1. A system for managing remote agents for a communication center comprising:

  • a network-based facility controlling at least one routing point used by the communication center, including functions accessible to the agents and having data access to agent computing platforms and communication peripherals; and

    a software suite distributed in part to the network-based facility and in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data;

    , wherein at least the software suite distributed to the network-based facility is an extension of a computer-telephony integration (CTI) software used in the communication center, wherein the software suite is adapted to format messaging and event-related data into a format useable on the one or more agents computing platforms, the software suite being further adapted to enable additional services by the remote agents, the enabling of additional services including routing communication events involving the remote agents via the software suite, wherein the agent'"'"'s computing platforms and peripherals are monitored for activity state by the network-based facility exchanging control messages and event related data.

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