Management of remote knowledge workers of a communication center

A primary server controls the routing point of call center (300) using computers telephony integration (CTI) protocol. One or more secondary servers monitoring the computing platform (320) and peripherals (321) of the agent (322) exchange control messaging and related data with the primary server us...

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Bibliographische Detailangaben
Hauptverfasser:	RYABCHUN, ANDRIY, DERYUGIN, VLADIMIR N, GIACOMINI, PATRICK, ANISIMOV, NIKOLAY, MAKAGON, PETR
Format:	Patent
Sprache:	eng ; fre ; ger
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	A primary server controls the routing point of call center (300) using computers telephony integration (CTI) protocol. One or more secondary servers monitoring the computing platform (320) and peripherals (321) of the agent (322) exchange control messaging and related data with the primary server using International symposium on computers and communications (ISCC) protocols for intelligent routing purposes. Independent claims are also included for the following: (1) software suite for managing remote agents; and (2) method of managing information about remote agents of call center. A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms an