公开(公告)号：DE10121789B4

公开(公告)日：2008-10-30

申请号：DE10121789

申请日：2001-05-04

Applicant: IBM

Inventor： RINGHOF PAUL G ,  DAHMUS EDWARD J ,  COHEN RAN R ,  KLIMER RONI ,  SHVADRON UZI U ,  WONG JULIO ,  HOOD DANNY J

IPC: H04M3/50 ,  H04L12/64 ,  H04M3/523 ,  H04M7/00 ,  H04M11/00 ,  H04Q3/64

Abstract: A programmable workstation system and method for network based call center with telephony functions provided over the IP network and using a personal computer is disclosed. For such automated call centers there exists a need to coordinate the telephony functions with agent availability functions. Existing solutions use a switch and PSTN phone to communicate information to an automated call director (ACD). The present invention solves the problem of doing similar reporting and with coexistence of telephony functions along with agent data functions. Features of invention include (a) special protocols to relay agent information to Virtual ACD and coexist with H.323 signaling and (b) the ability to relay agent status and provide screen based interface to agent also for such information for agent availability and alerting. The system disclosed generally incorporates JavaPhone ( 105, 4400 ), PlusTcp ( 109, 5500 ), and PlusTapi ( 110, 6600 ) APIs with associated method functions to implement the major functions.

公开(公告)号：DE10121789A1

公开(公告)日：2001-12-06

申请号：DE10121789

申请日：2001-05-04

Applicant: IBM

Inventor： RINGHOF PAUL G ,  DAHMUS EDWARD J ,  COHEN RAN R ,  KLIMER RONI ,  SHVADRON UZI U ,  WONG JULIO ,  HOOD DANNY J

IPC: H04M3/523 ,  H04M7/00 ,  H04Q3/64 ,  H04M3/50

Abstract: The programmable work station (1121) has a JavaPhone device providing audio control elements/audio status and/or call control elements/call status, together with a PlusTep device providing TCP/IP communication support for local connections with the JavaPhone device and a PluTapi device. The PlusTapi commands and data elements are specified for a IWSP platform for allowing a DA-Operator to communicate with the JavaPhone device and execution of audio and call control operations. Also included are Independent claims for the following: (a) a programmable work station method; (b) a computer medium providing a programmable work station function