International Business Machines Corporation

Paul G Ringhof

Edward J Dahmus

Ran Cohen

Baiju Dhirajlal Mandalia

Pnina A Vortman

Vicki L Colson

Uzi Shvadron

Julio Wong

Jeff Z Slutzky

Ann-Marie W Hoher

Carlos Victor Pinera

Danny J Hood

Uzi U Shavdron

Elinor R Williams

Roni Klimer

Carlos V Pinera

Jeff Slutzky

A system for updating active client positions can include a platform for managing active application components; a configuration server for storing updates; and, a configuration client for receiving updates from the configuration server and communicating the received updates to the platform. The platform can receive the updates from the configuration client. Subsequently, the platform can terminate selected ones of the active application components. Then, the platform can apply the received updates to the terminated application components. Finally, the platform can reload the updated application components.

Realtime configuration updates and software distribution to active client positions

A programmable workstation system and method for network based call center with telephony functions provided over the IP network and using a personal computer is disclosed. For such automated call centers there exists a need to coordinate the telephony functions with agent availability functions. Existing solutions use a switch and PSTN phone to communicate information to an automated call director (ACD). The present invention solves the problem of doing similar reporting and with coexistence of telephony functions along with agent data functions. Features of invention include (a) special protocols to relay agent information to Virtual ACD and coexist with H.323 signaling and (b) the ability to relay agent status and provide screen based interface to agent also for such information for agent availability and alerting. The system disclosed generally incorporates JavaPhone (), PlusTcp (), and PlusTapi () APIs with associated method functions to implement the major functions.

Programmable agent workstation system and method

A call director (CD) system and method is disclosed which enables a Virtual Automatic Call Director (ACD) environment with integrated voice response unit (VRU) and Virtual Automatic Call Distributor (VACD) to have a programmable interface with a common script logic so that the complete call flow can be executed in a single process. The disclosed system incorporates a network interface ( ), one or more VPU IP telephony servers ( ), a MCU configuration/supervision unit ( ), Virtual Automatic Call Distributor (VACD) subsystem ( ), customer information files ( ), and incoming call router (ICR) ( ).

Call director system and method

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Boca Raton, FL, United States of America

Paul G Ringhof