Distributed hardware/software system for managing agent status in a communication center
View Patent ↗An agent presence application for monitoring target agent resources and rendering agent states to subscribing applications is provided. The presence application has at least one first portion for collecting data regarding states of activity of the target agent resources, and at least one second portion for integrating the data and rendering the agent states to the subscribing applications.
1. A system for providing agent station status information to subscribing applications, comprising:
automatically collect real-time data regarding conditions of attributes of communication capabilities and availability of agent resources; and
integrate the collected data and render the data to the subscribing applications;
wherein the agent resources include at least communication devices at an agent workstation, and capabilities include at least media protocol capabilities including at least one or more of e-mail, Internet Protocol (IP) phone, chat communication applications, file sharing programs, or instant messenger applications;
wherein a copy or version of a first portion of the instructions is configured to be executed on one or more platforms configured to monitor one or more communication devices, the one or more platforms further being configured to provide the data to at least one computer device configured to execute a copy of a second portion of the instructions for integrating the data for the one or more communication devices.
2. The system of claim 1 wherein the copy or version of the first portion of the instructions includes instructions for providing the data to more than one computer device.
3. The method of claim 1 wherein one or more of the platforms upon which the copy or version of the first portion of the computer instructions are executed are one or more computers associated with the one or more agent stations.
4. The system of claim 1 , wherein the computer device configured to execute a copy of the second portion of the instructions is an agent proxy sever.
5. The system of claim 1 , wherein the one or more platforms includes a third-party gateway.
6. The system of claim 1 , wherein one of the subscribing applications is a routing application configured to route incoming events to the agent resources.
7. A method for routing an incoming communication, the method comprising:
collecting by a computer device executing computer instructions, real-time data regarding communication activity and capabilities of communication devices used at one or more agent stations, including at least media protocol capabilities for one or more of e-mail, Internet Protocol (IP) phone, chat communication applications, file sharing programs, or instant messenger applications;
integrating the collected-real time data and rendering the data to a subscribing application; and
determining routing for the incoming communication center based on at least a portion of the integrated,
wherein a copy or version of a first portion of the computer instructions are executed on one or more computer platforms monitoring one or more communication devices, the one or more computer platforms providing the data to at least one computer device executing a copy of a second portion of the computer instructions for integrating the data for the one or more communication devices.
8. The method of claim 7 , wherein the computer device configured to execute a copy of the second portion of the instructions is an agent proxy sever.
9. The method of claim 7 , wherein the one or more platforms includes a third-party gateway.
10. The method of claim 7 , wherein one of the subscribing applications is a routing application configured to route incoming events to the agent resources.