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1. WO2004023324 - INSTANT MESSAGE PRESENCE PROTOCOL FOR FACILITATING COMMUNICATION CENTER ACTIVITY

Publication Number WO/2004/023324
Publication Date 18.03.2004
International Application No. PCT/US2003/027418
International Filing Date 02.09.2003
IPC
H04M 3/51 2006.01
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention
CPC
H04L 29/06027
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
29Arrangements, apparatus, circuits or systems, not covered by a single one of groups H04L1/00 - H04L27/00
02Communication control
06characterised by a protocol
0602Protocols characterised by their application
06027Protocols for multimedia communication
H04L 41/18
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
41Arrangements for maintenance or administration or management of packet switching networks
18Arrangements involving CNM [Customer Network Management]
H04L 51/04
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
51Arrangements for user-to-user messaging in packet-switching networks, e.g. e-mail or instant messages
04Real-time or near real-time messaging, e.g. instant messaging [IM]
H04L 63/0281
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
63Network architectures or network communication protocols for network security
02for separating internal from external traffic, e.g. firewalls
0281Proxies
H04L 65/1016
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
65Network arrangements or protocols for real-time communications
10Signalling, control or architecture
1013Network architectures, gateways, control or user entities
1016IMS
H04L 65/4007
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
65Network arrangements or protocols for real-time communications
40Services or applications
4007Services involving a main real-time session and one or more additional parallel sessions
Applicants
  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC. [US]/[US]
Inventors
  • PHILONENKO, Laurent
  • PETROVYKH, Yevgeniy
  • BONDARENKO, Oleg
Agents
  • BOYS, Donald, R.
Priority Data
10/234,61703.09.2002US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) INSTANT MESSAGE PRESENCE PROTOCOL FOR FACILITATING COMMUNICATION CENTER ACTIVITY
(FR) PROTOCOLE DE MESSAGES INSTANTANES DE PRESENCE FACILITANT L'ACTIVITE D'UN CENTRE DE COMMUNICATION
Abstract
(EN)
A software monitoring and reporting application is provided for reporting presence information of networked entities in real time. The application includes a software agent for generating a presence information model; a data store for storing presence information tuples; and a monitor for detecting presence information updates and for synchronizing the updates with information in the data store. In a preferred embodiment the application is deployed and integrated to a communication center infrastructure wherein any given one or more of the entities may singularly or in plural spawn one or more agents whereupon the agents each spawn a container that is populated with current targeted presence and state information in most recent updated form and wherein the updates are synchronized with data in the data store.
(FR)
L'invention porte sur une application logicielle de suivi et de rapport fournissant en temps réel des informations de présence relatives à des entités connectées à un réseau. L'application comporte: un agent logiciel créant un modèle d'information de présence; un stockage de données enregistrant la présence d'uplets donnés, et un écran détectant la présence de mises à jour d'informations et synchronisant les mises à jour à l'aide des informations du stockage de données. Dans une exécution préférée, l'application est déployée, et intégrée à l'infrastructure d'un centre de communication dans lequel toutes entités données peuvent, seule ou en groupe, générer un ou plusieurs agents qui à leur tour peuvent créer chacun un réservoir peuplé d'informations actuelles ciblées de présence et d'état venant d'être mises à jour, lesdites mises à jour étant synchronisées avec les données du stockage.
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