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

摘要

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.

主权项

1. A system for managing communications with a communication center, comprising:
a processor; a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
receive an indication that an incoming communication was received at a switch;receive status information relating to a plurality of remote agent terminals located remotely with respect to the communication center;inquire as to an availability status of one of the remote agent terminals in response to the incoming communication being directed to the one of the remote agent terminals;instruct the switch to direct the incoming communication to a local agent terminal located locally with respect to the communication center in response to the one of the remote agent terminals not being available;instruct the switch to direct the incoming communication to the one of the remote agent terminals in response to the one of the remote agent terminals being available; andtransmit data related to the incoming communication to at least one of the one of the remote agent terminals and the local agent terminal for display thereon.