Programmable agent workstation system and method

A programmable agent workstation method comprising:

• (1) processing Voice Over IP (VoIP) data TCP/IP communications in support of local socket connections with a PlusTcp means, wherein the local socket connection is used for communicating both audio and call control operations between a JavaPhone means and a programmable agent workstation and a call director without the use of a Call Processing Gateway (CPG) and call processing switch used to route telephony, while maintaining compatibility with the H.323 protocol;
• (2) processing user call audio control/status and call controls/status with the JavaPhone means, with a JavaPhone for providing audio support in the programmable agent workstation;
• (3) processing user interface commands and data items to the programmable agent workstation to allow a Directory Assistance (DA) operator control/status with a PlusTapi means including all switch related messaging;
• wherein
• said processing may be performed synchronously and/or asynchronously, and
• said PlusTapi means is independent of an interface between the programmable agent workstation and the CPG, and the PlusTcp means and the PlusTapi means are implemented within a single application programming interface (API) so that each of the JavaPhone means and the PlusTapi means are usable under a single program process.

A computer usable medium having computer-readable program code means providing programmable agent workstation functionality in a directory assistance (DAS) network, said computer-readable program means comprising:

• (1) computer program code means for processing Voice Over IP (VoIP) data TCP/IP communications in support of local socket connections with a PlusTcp means, wherein the local socket connection is used for communicating both audio and call control operations between a JavaPhone means and a programmable agent workstation and a call director without the use of a Call Processing Gateway (CPG) and call processing switch used to route telephony, while maintaining compatibility with the H.323 protocol;
• (2) computer program code means for processing user call audio control/status and call controls/status with the JavaPhone means with a JavaPhone for providing audio support in the programmable agent
• (3) computer program code means for processing user interface commands and data items to the programmable agent workstation to allow a Directory Assistance (DA) operator control/status with a PlusTapi means including all switch related messaging;
• wherein
• said processing may be performed synchronously and/or asynchronously, and said PlusTapi means is independent of an interface between the programmable agent workstation and the CPG, and the PlusTcp means and the PlusTapi means are implemented within a single application programming interface (API) so that each of the JavaPhone means and the PlusTapi means are usable under a single program process.