Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment

a technology of contact center environment and remote knowledge worker, which is applied in the field of telephone communication systems, can solve the problems of limiting the ability of mobile knowledge workers in the field to provide service to the home center, affecting the service quality of the home center, and increasing the complexity of routing rules and the lik
US20060095568A1Inactive Publication Date: 2006-05-04MAKAGON PETR +2
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Patent Information

Authority / Receiving Office
US · United States
Patent Type
Applications(United States)
Current Assignee / Owner
MAKAGON PETR
Publication Date
2006-05-04
Estimated Expiration
Not applicable · inactive patent

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Abstract

A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.
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Description

CROSS-REFERENCE TO RELATED DOCUMENTS

[0001] The present invention is a continuation in part (CIP) to a U.S. patent application Ser. No. 10 / 269,124 entitled Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center filed on Oct. 10, 2002, which is a CIP to a U.S. patent application Ser. No. 09 / 405,335 entitled Method and Apparatus for Data-Linking a Mobile Knowledge Worker to Home Communication-Center Infrastructure filed on Sep. 24, 1999, which is a CIP to U.S. Pat. No. 6,108,711 filed Sep. 11, 1998 and issued on Aug. 22, 2000, all of which are incorporated herein at least by reference.FIELD OF THE INVENTION

[0002] The present invention pertains to telephony communications systems and has particular application to methods including software enabling extended management capabilities of state and interaction of a remote knowledge worker from a contact center using voice-based technologies. BACKGROUND OF THE INVENTION [0003...

Claims

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