Method and apparatus for provisioning contact handling resources in a contact center
A method and apparatus are provided for provisioning call handling resources in a contact handling system. The method includes the steps of identifying a call handling resource within a first contact center, copying call handling data associated with the identified contact handling resource and writing the call handling data into a contact handling structure of a second contact center.
1. A method of provisioning call handling resources in a contact handling system comprising:
identifying to a copying processor a specific call handling resource within a first contact center and identifying to the copying processor a second contact center;
the copying processor copying call handling data associated with the identified specific contact handling resource from the first contact center through an Internet network, the call handling data from multiple resource files with different formats located in different locations;
comparing the copied call handling data with a set of call handling criteria including a set of resource identifiers and a set of ranges for the identified specific contact handling resource and generating an error notification and changes to the copied call handling data in response to detecting a discrepancy from the call handling criteria and writing the changes to the second contact center; and
a writing processor of the second contact center writing the copied call handling data into a contact handling structure of the second contact center from the Internet network and the second contact center using a set of resource copying attributes for writing the copied call handling data into corresponding locations within the second contact center.
2. The method of provisioning call handling resources as in claim 1 further comprising defining the call handling resource as a human agent and the copying processor copying the call handling data from the first contact center using a set of resource copying attributes functioning as object oriented pointers to identify respective locations of respective different portions of the call handling data to be copied.
3. The method of provisioning call handling resources as in claim 2 wherein the call handling data further comprises at least one of the group consisting of agent skills, an agent group of human agents and a geographic location of the human agent and wherein the comparing is performed at the second contact center.
4. The method of provisioning call handling resources as in claim 1 further comprising defining the call handling resource as a contact handling script that routes a contact based upon a predetermined criteria and further comprising detecting unidentified terms in the copied call handling data and, in response, generating a notification to a supervisor.
5. The method of provisioning call handling resources as in claim 4 wherein the predetermined criteria further comprises a DNIS identifier of the contact.
6. The method of provisioning call handling resources as in claim 4 wherein the predetermined criteria further comprises at least one of a source URL of the contact and an ANI identifier of the contact.
7. The method of provisioning call handling resources as in claim 4 wherein the second contact center comprises an automatic contact distributor and wherein a contact classification within the automatic contact distributor is not available in the first contact center further comprising copying a routing script from the automatic contact distributor to the first contact center, detecting undefined routing criteria in the script and generating a notification in response thereto.
8. The method of provisioning call handling resources as in claim 4 wherein the predetermined criteria further comprises an e-mail from the contact.
9. The method of provisioning call handling resources as in claim 4 wherein the contact handling structure further comprises an automatic call distributor and wherein the contact handling script is processed to detect unidentified terms and a notification is generated in response to detecting an undefined criteria.
10. An apparatus for provisioning call handling resources in a contact handling system comprising:
means for identifying to a copying processor a specific contact handling resource within a first contact center and for identifying a second contact center;
means for copying call handling data associated with the identified specific contact handling resource from the first contact center to the copying processor through an internet network, the call handling data including multiple resource files with different formats located in different locations;
means for comparing the copied call handling data with a set of call handling criteria including a set of resource identifiers and a set of ranges for the identified specific contact handling resource and generating an error notification and changes to the copied call handling data in response detecting a discrepancy from the call handling criteria and writing the changes to the second contact center; and
means for writing the copied call handling data into a contact handling structure of the second contact center from the internet network and using a set of resource copying attributes for writing the copied call handling data into corresponding locations within the second contact center.
11. The apparatus for provisioning call handling resources as in claim 10 further comprising means for defining the call handling resource as a human agent and wherein the copying processor copies the call handling data from the first contact center using the set of resource copying attributes functioning as object oriented pointers to identify respective locations of respective portions of the call handling data to be copied.
12. The apparatus for provisioning call handling resources as in claim 11 wherein the call handling data further comprises at least one of the group consisting of agent skills, an agent group of human agents and a geographic location of the human agent.
13. The apparatus for provisioning call handling resources as in claim 10 further comprising means for defining the call handling resource as a contact handling script that routes a contact based upon a predetermined criteria.
14. The apparatus for provisioning call handling resources as in claim 13 wherein the predetermined criteria further comprises a DNIS identifier of the contact.
15. The apparatus for provisioning call handling resources as in claim 13 wherein the predetermined criteria further comprises an ANI identifier of the contact.
16. The apparatus for provisioning call handling resources as in claim 13 wherein the predetermined criteria further comprises a source URL of the contact.
17. The apparatus for provisioning call handling resources as in claim 13 wherein the predetermined criteria further comprises an e-mail from the contact.
18. The apparatus for provisioning call handling resources as in claim 13 wherein the contact handling structure further comprises an automatic call distributor.
19. An apparatus for provisioning call handling resources in a contact handling system comprising:
a resource copy screen that identifies a specific contact handling resource within a first contact center and that identifies a second contact center;
a copying processor that copies from the first contact center call handling data associated with the identified specific contact handling resource through an internet network, the call handling data including multiple resource files with different formats located in different locations;
an error processor that compares the copied call handling data with a set of call handling criteria including a set of resource identifiers and a set of ranges for the identified specific contact handling resource and that generates an error notification and changes to the copied call handling data in response to detection of a discrepancy from the call handling criteria, and writing the changes to the second contact center; and
a write processor that writes from the internet network the copied call handling data into a contact handling structure of the second contact center and the second contact center using a set of resource copying attributes to write the copied call handling data into attributes designated locations within the second contact center.
20. The apparatus for provisioning call handling resources as in claim 19 further comprising a first softkey that defines the call handling resource as a human agent and wherein the copying processor copies the call handling data from the first contact center using the set of resource copying attributes functioning as object oriented pointers to identify respective locations of respective portions of the call handling data.
21. The apparatus for provisioning call handling resources as in claim 20 wherein the call handling data further comprises at least one of the group consisting of agent skills, an agent group of human agents and a geographic location of the human agent.
22. The apparatus for provisioning call handling resources as in claim 19 further comprising means for defining the call handling resource as a contact handling script that routes a contact based upon a predetermined criteria.
23. The apparatus for provisioning call handling resources as in claim 22 wherein the predetermined criteria further comprises a DNIS identifier of the contact.
24. The apparatus for provisioning call handling resources as in claim 22 wherein the predetermined criteria further comprises an ANI identifier of the contact.
25. The apparatus for provisioning call handling resources as in claim 22 wherein the predetermined criteria further comprises a source URL of the contact.
26. The apparatus for provisioning call handling resources as in claim 22 wherein the predetermined criteria further comprises an e-mail from the contact.
27. The apparatus for provisioning call handling resources as in claim 22 wherein the contact handling structure further comprises an automatic call distributor.