E-talk Corporation

William O Whisenhunt

Blair E Nygren

Abhay S Shah

Gerald David Benjamin

In one embodiment of the present invention, a system for processing work items includes a dispatcher operable to receive a plurality of messages and determine if any of the messages is associated with a work assignment. The system also includes an active work server communicatively coupled to the dispatcher and operable to receive work information associated with at least one message determined by the dispatcher to be associated with a work assignment. The active work server is further operable to create a work item associated with the at least one message based at least in part upon the work information, wherein the work item comprises an owner identifier. The active work server further communicates the work item to an owner associated with the owner identifier.

System and method for processing work according to an active work model

A system for implementing a recording plan based upon the presence of a client includes a client monitor and a plan manager. The client monitor generates a presence message signifying the presence of a client on a network associated with the system. The presence message comprises a presence type and a client identity. The plan manager receives the presence message from the client monitor and, in response, retrieves a plan template based upon the client identity and the presence type. The plan manager creates a recording plan associated with the client based at least in part upon the plan template.

System and method for implementing recording plans using a presence-based manager

A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table with service agent information, obtained from one or more sources, and communicates the skills table to a switch. A profile of the client's request for the communication session is generated and compared to the skills table. The switch subsequently routes the client to the optimal service agent station.

Skills-based routing of a communication session

A system for implementing a recording plan comprises a first record manager, a second record manager, and a session manager. The first record manager generates a first message that comprises a request to record a first session according to a recording plan, wherein the first session is conducted by a client associated with the recording plan. The session manager is communicatively coupled to the first record manager and the second record manager. The session manager generates a second message for communication to the first record manager. The second message comprises an authorization to record the first session. The session manager further generates a third message for communication to the second record manager. The third message comprises a command to record a second session.

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Coppell, TX, United States of America

William O Whisenhunt