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

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

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: Giacomini, Patrick, Deryugin, Vladimir, Makagon, Petr, Ryabchun, Andriy, Anisimov, Nikolay
Format: Patent
Sprache:eng
Online-Zugang:Volltext bestellen
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
container_end_page
container_issue
container_start_page
container_title
container_volume
creator Giacomini, Patrick
Deryugin, Vladimir
Makagon, Petr
Ryabchun, Andriy
Anisimov, Nikolay
description 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 and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
format Patent
fullrecord <record><control><sourceid>uspatents_EFI</sourceid><recordid>TN_cdi_uspatents_applications_20030115353</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>20030115353</sourcerecordid><originalsourceid>FETCH-uspatents_applications_200301153533</originalsourceid><addsrcrecordid>eNqVjjEOwjAMRbswIOAOXhmQWqKeABWxsLFXVuKUqo1dJa7a45MiLsDw5eE96_99sT5J3-IAOWeaMKLOCbxEoFWJHTkIyNhRIFYQD0lR6av3rBTRai-8AYRIQTIbWJaRXEewSBwogo8SMrbCmnWwtD0ei53HMdHpdw_F-d68bo_LnKbcwJravGfsLW4Fqb2WpSmrqja1Mf-4H6FiTR4</addsrcrecordid><sourcetype>Open Access Repository</sourcetype><iscdi>true</iscdi><recordtype>patent</recordtype></control><display><type>patent</type><title>Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center</title><source>USPTO Published Applications</source><creator>Giacomini, Patrick ; Deryugin, Vladimir ; Makagon, Petr ; Ryabchun, Andriy ; Anisimov, Nikolay</creator><creatorcontrib>Giacomini, Patrick ; Deryugin, Vladimir ; Makagon, Petr ; Ryabchun, Andriy ; Anisimov, Nikolay</creatorcontrib><description>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 and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.</description><language>eng</language><creationdate>2003</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://image-ppubs.uspto.gov/dirsearch-public/print/downloadPdf/20030115353$$EPDF$$P50$$Guspatents$$Hfree_for_read</linktopdf><link.rule.ids>230,308,780,873,885,64059</link.rule.ids><linktorsrc>$$Uhttps://patentcenter.uspto.gov/applications/10269124$$EView_record_in_USPTO$$FView_record_in_$$GUSPTO$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>Giacomini, Patrick</creatorcontrib><creatorcontrib>Deryugin, Vladimir</creatorcontrib><creatorcontrib>Makagon, Petr</creatorcontrib><creatorcontrib>Ryabchun, Andriy</creatorcontrib><creatorcontrib>Anisimov, Nikolay</creatorcontrib><title>Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center</title><description>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 and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.</description><fulltext>true</fulltext><rsrctype>patent</rsrctype><creationdate>2003</creationdate><recordtype>patent</recordtype><sourceid>EFI</sourceid><recordid>eNqVjjEOwjAMRbswIOAOXhmQWqKeABWxsLFXVuKUqo1dJa7a45MiLsDw5eE96_99sT5J3-IAOWeaMKLOCbxEoFWJHTkIyNhRIFYQD0lR6av3rBTRai-8AYRIQTIbWJaRXEewSBwogo8SMrbCmnWwtD0ei53HMdHpdw_F-d68bo_LnKbcwJravGfsLW4Fqb2WpSmrqja1Mf-4H6FiTR4</recordid><startdate>20030619</startdate><enddate>20030619</enddate><creator>Giacomini, Patrick</creator><creator>Deryugin, Vladimir</creator><creator>Makagon, Petr</creator><creator>Ryabchun, Andriy</creator><creator>Anisimov, Nikolay</creator><scope>EFI</scope></search><sort><creationdate>20030619</creationdate><title>Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center</title><author>Giacomini, Patrick ; Deryugin, Vladimir ; Makagon, Petr ; Ryabchun, Andriy ; Anisimov, Nikolay</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-uspatents_applications_200301153533</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng</language><creationdate>2003</creationdate><toplevel>online_resources</toplevel><creatorcontrib>Giacomini, Patrick</creatorcontrib><creatorcontrib>Deryugin, Vladimir</creatorcontrib><creatorcontrib>Makagon, Petr</creatorcontrib><creatorcontrib>Ryabchun, Andriy</creatorcontrib><creatorcontrib>Anisimov, Nikolay</creatorcontrib><collection>USPTO Published Applications</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>Giacomini, Patrick</au><au>Deryugin, Vladimir</au><au>Makagon, Petr</au><au>Ryabchun, Andriy</au><au>Anisimov, Nikolay</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center</title><date>2003-06-19</date><risdate>2003</risdate><abstract>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 and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.</abstract><oa>free_for_read</oa></addata></record>
fulltext fulltext_linktorsrc
identifier
ispartof
issn
language eng
recordid cdi_uspatents_applications_20030115353
source USPTO Published Applications
title Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
url https://sfx.bib-bvb.de/sfx_tum?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2025-01-01T18%3A22%3A01IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-uspatents_EFI&rft_val_fmt=info:ofi/fmt:kev:mtx:patent&rft.genre=patent&rft.au=Giacomini,%20Patrick&rft.date=2003-06-19&rft_id=info:doi/&rft_dat=%3Cuspatents_EFI%3E20030115353%3C/uspatents_EFI%3E%3Curl%3E%3C/url%3E&disable_directlink=true&sfx.directlink=off&sfx.report_link=0&rft_id=info:oai/&rft_id=info:pmid/&rfr_iscdi=true