Method of unifying control of contact center system
View Patent ↗A method and apparatus are provided for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems. The method includes the steps of a user selecting an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems, a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems receiving the selected operating parameter from the user and incorporating the selected operating parameter into the respective subsystems.
1. A method of changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems which provide substantially the same functionality using different hardware components comprising:
a user selecting an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems comprising one or more processors in communication with one or more memory devices;
defining a set of structural changes for each subsystem associated with each selected operating parameter and comparing the set of structural changes with an information content of an entered functional change;
a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems, each of the respective conversion programs receiving the selected operating parameter from the user, retrieving a requirements list and comparing the selected operating parameter to the requirements list to determine conversion requirements;
each of the respective conversion programs identifying missing information using the requirements list, searching a set of databases for the missing information, and prompting the user for the missing information if the missing information is not found by the searching and prompting the user for approval if there are any automatically converted fields; and
incorporating the selected operating parameter into the respective subsystems in accordance with the conversion requirements.
2. The method of changing operating parameters as in claim 1 further comprising providing a user interface for entry of functional changes by the user.
3. The method of changing operating parameters as in claim 1 further comprising automatically translating data models from one software device to another.
4. The method of changing operating parameters as in claim 1 wherein the selected operating parameter further comprises a group assignment of an agent or an ACD assignment.
5. The method of changing operating parameters as in claim 1 further comprising copying configuration data from a first subsystem of the plurality of subsystems.
6. The method of changing operating parameters as in claim 1 further comprising automatically adding configuration data of a single agent to a plurality of ACDs.
7. The method of changing operating parameters as in claim 1 further comprising the conversion program detecting return to normal operation of an out of operation automatic contact distribution subsystem and executing any incomplete operating parameter change in response to detection of return to normal operation.
8. The method of changing operating parameters as in claim 5 further comprising saving the copied configuration data into a database as a portion of an audit trail.
9. An apparatus for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems which provide substantially the same functionality using different hardware components comprising:
means for selecting by a user an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems;
means for defining a set of structural changes for each subsystem associated with each selected operating parameter and comparing the set of structural changes with an information content of an entered functional change;
means within a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems for receiving the selected operating parameter from the user, retrieving a requirements list and comparing the selected operating parameter to the requirements list to determine conversion requirements;
means for identifying missing information using the requirements list, searching a set of databases for the missing information and prompting the user for the missing information if the missing information is not found by the searching and approval if there are any automatically converted fields; and
incorporating the selected operating parameter into the respective subsystems in accordance with the conversion requirements.
10. The apparatus for changing operating parameters as in claim 9 further comprising means for providing a user interface for entry of functional changes by the user.
11. The apparatus for changing operating parameters as in claim 9 further comprising means for automatically translating data models from one device to another.
12. The apparatus for changing operating parameters as in claim 9 wherein the selected operating parameter further comprises a group assignment of an agent or an ACD assignment.
13. The apparatus for changing operating parameters as in claim 9 further comprising means for copying configuration data from a first subsystem of the plurality of subsystems.
14. The apparatus for changing operating parameters as in claim 13 further comprising means for saving the copied configuration data into a second subsystem of the plurality of subsystems.
15. The apparatus for changing operating parameters as in claim 13 further comprising means for saving the copied configuration data into a database as a portion of an audit trail.
16. An apparatus for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems which provide substantially the same functionality using different hardware components comprising:
one or more processors in communication with one or more memory devices;
control client stored in at least one of the one or more memory devices such that execution by at least one of one or more processors allows selection by a user of an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems;
a set of structural changes defined for each subsystem associated with each selected operating parameter and comparing the set of structural changes with an information content of an entered functional change; and
a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems that receives the selected operating parameter, that retrieves a requirements list and compares the selected operating parameter to the requirements list to determine conversion requirements, that identifies missing information using the requirements list, searches a set of databases for the missing information, and prompts the user for the missing information if the missing information is not found by the searching and for approval if there are any automatically converted fields; and
that incorporates the selected operating parameter into the respective subsystems in accordance with the conversion requirements.
17. The apparatus for changing operating parameters as in claim 16 further comprising a user interface that allows entry of functional changes by the user.
18. The apparatus for changing operating parameters as in claim 16 further comprising a set of databases that is searched for any missing information.
19. The apparatus for changing operating parameters as in claim 16 wherein the selected operating parameter further comprises a group assignment of an agent.
20. The apparatus for changing operating parameters as in claim 16 further comprising configuration data copied from a first subsystem of the plurality of subsystems.
21. The apparatus for changing operating parameters as in claim 20 further comprising saving the copied configuration data into a second subsystem of the plurality of subsystems.
22. The apparatus for changing operating parameters as in claim 21 further comprising saving the copied configuration data into a database as a portion of an audit trail.