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1. (US20060098583) Integrated customer web station for web based call management

官庁 : アメリカ合衆国
出願番号: 11240608 出願日: 30.09.2005
公開番号: 20060098583 公開日: 11.05.2006
特許番号: 7236486 特許付与日: 26.06.2007
公報種別: B2
IPC:
H04J 1/00
H04J 1/16
H 電気
04
電気通信技術
J
多重通信
1
周波数分割多重化方式
H 電気
04
電気通信技術
J
多重通信
1
周波数分割多重化方式
02
細部
16
監視配置
出願人: MCI, LLC
発明者: Baker Thomas E.
Chaffee Susan L.
Chen Yuchien
Gruber Charles J.
Fishman Howard P.
優先権情報: 09159506 24.09.1998 US
09945589 04.09.2001 US
60060655 26.09.1997 US
発明の名称: (EN) Integrated customer web station for web based call management
要約: front page image
(EN)

A Web-based call routing management workstation application which allows authorized customers to control toll free routing and monitor call center status. An architecture including one or more web servers located in a firewalled demilitarized zone (DMZ) as communications medium between the customer workstations at the customer sites and the enterprise back-end applications providing the call routing management services, provides a secure infrastructure for accessing the enterprise applications via the otherwise insecure public Internet. The present invention enables creation and management of call by call routing rules by a customer with a workstation having an Internet access and a supported Web browser. The customized rules may be tested and/or debugged via the Web-enabled workstation, using a debugger/tester which runs the routing rules under a simulated environment. In addition, customers may provision hierarchies for their business; create, modify or delete agent pools; manipulate capacity tables; and define quota schemes, value lists and schedule tables, all at the customer site via the Web-enabled workstation. The present invention also enables the customers to view near real-time displays of call center ACD statistics and peg counts based on routing rules, as well as, run provisioning and statistical reports on provisioning and statistical data and also to extract the data for further analysis. Additionally, the present invention supports foreign language and branding features on a graphical user interface. An infrastructure is provided which enables secure initiation, acquisition, and presentation of the call manager functionalities to customers from any computer workstation having a web browser and located anywhere in the world.


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