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AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsVladimir N. Deryugin, Patrick Giacomini, Petr Makagon, Andriy Ryabchun, Nikolay Anisimov
Estimating the term…
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.
A network system for managing remote agents of a communication center comprising:
A software suite for managing remote agents of a communication center comprising:
A method for managing information about remote agents of a communication center for the purpose of intelligently routing events involving those agents comprising steps of:
Dependencies are inferred from the claim text.