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

  • US RE46,538 E1
  • Filed: 12/19/2014
  • Issued: 09/05/2017
  • Est. Priority Date: 10/10/2002
  • Status: Expired due to Term
First Claim
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1. A system for managing remote agents of a communication center comprising:

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

    at least one secondary server distributed on the network and accessible to the remote agents;

    andwherein a software suite executingis configured to execute on at least one of the secondary servers and is capable of receiving state information from the remote agents;

    characterized in that the remote agent states are monitored for activity by the software suite whereupon the software suite exchanges event related data with the primary server over the network, the primary server using this data for the purpose of intelligently routing events involving the remote agents,wherein the software suite is an extension of a computer-telephony integration (CTI) software used in the communication center,wherein the event related data is for being exchanged using a communication protocol, andwherein the switch is configured to receive a communication, and the primary server is configured to receive an agent state of the one of the remote agents from the software suite for routing the communication to the one of the remote agents.

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