Integrated customer web station for web based call management
US6956845B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 4, 2001 |
| Grant date | Oct 18, 2005 |
| Priority date | — |
| Expiry date | Jun 18, 2023 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S715/969
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near rea…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.