The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 07, 2006
Filed:
May. 22, 2000
Paul G. Ringhof, Boca Raton, FL (US);
Edward J. Dahmus, Boca Raton, FL (US);
Ran R. Cohen, Haifa, IL;
Roni Klimer, Yogneam Filit, IL;
Uzi U. Shvadron, Mitzpe Aviv, IL;
Julio Wong, Pembroke Pines, FL (US);
Danny J. Hood, Deerfield Beach, FL (US);
Paul G. Ringhof, Boca Raton, FL (US);
Edward J. Dahmus, Boca Raton, FL (US);
Ran R. Cohen, Haifa, IL;
Roni Klimer, Yogneam Filit, IL;
Uzi U. Shvadron, Mitzpe Aviv, IL;
Julio Wong, Pembroke Pines, FL (US);
Danny J. Hood, Deerfield Beach, FL (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
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.