Method of unifying control of contact center system
AssigneeAspect Software, Inc.
InventorsEdward Kuns, Biswajeet Mukherjee, Robert Owens
Life of this patent
Estimating the term…
Abstract
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.
Claims22
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.
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.
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.
Dependencies are inferred from the claim text.