CA2439694C

CA2439694C - Call center administration manager

Info

Publication number: CA2439694C
Application number: CA2439694A
Authority: CA
Inventors: Ran Ezerzer; Gerald Augustin Holly Jr.; Roberto Armando Portillo Jarquin; Ali Aljane; Eli Ben Borodow
Original assignee: Oracle International Corp
Current assignee: Oracle International Corp
Priority date: 2001-03-02
Filing date: 2001-08-14
Publication date: 2011-07-05
Anticipated expiration: 2021-08-14
Also published as: EP1374055A1; JP2004535090A; WO2002071226A1; CA2439694A1; EP1374055A4

Abstract

A network-based call center for managing a company's interactions with its customers used resources (112, 114) supplied by an application service provider (116). The call center stores sensitive information on a database (166) within the company's private network (110), behind a firewall. When a call center resource (112, 114) or another client or server obtains new sensitive information, the resource (112, 114) writes the information to the database (166) and then erases the information. When a resource (112, 114) needs sensitive information stored on the database (166), the resource (112, 114) requests the information from the database (166), uses it, and then erases the information. The call center further provides a browser-based tool (146), running on the Internet (140), for enabling non-technical personnel of the company to provision a call center from the resources (112, 114) of the application service provider (116).

Description

Call Center Administration Manager RELATED APPLICATION

This application claims priority benefit of U.S. Patent No. 6,697,858, entitled Call Center, filed on 14 August 200 and issued on February 24, 2004.

COMPUTER PROGRAM LISTING APPENDIX

Two compact discs (CDs) are being filed with this document. They are identical. Their content is hereby incorporated by reference as if fully set forth herein. Each CD contains files listing code in FTP Server files and Internet Manager Server files used in an embodiment of the Call Center. The following is a listing of the files included on each CD, including their names, sizes, and dates of creation:

Volume in drive E is 010302 1414 Volume Serial Number is 3D93-F774 Directory of E:\

FTPSER-5 <DIR> 03-02-01 2:14p FtpServerSource IMSERV-7 <DIR> 03-02-01 2:14p IMServerSource 0 file(s) 0 bytes Directory of E:\FtpServerSource <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p COM <DIR> 03-02-01 2:14p com 0 file (s) 0 bytes Directory of E:\FtpServerSource\com <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p TAW <DIR> 03-02-01 2:14p taw 0 file (s) 0 bytes Directory of E:\FtpServerSource\com\taw <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p NET <DIR> 03-02-01 2:14p net SERVER <DIR> 03-02-01 2:14p server SERVLET <DIR> 03-02-01 2:14p servlet UTIL <DIR> 03-02-01 2:14p util 0 file (s) 0 bytes Directory of E:\FtpServerSource\com\taw\net <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p REQUES-6 JAV 575 02-09-01 2:22p RequestClient.java REQUES-8 JAV 1,793 02-09-01 2:20p RequestServicingThread.java SERVE-10 JAV 4,359 02-21-01 1:05a ServerConnection.java SERVE-12 JAV 3,662 02-26-01 10:19p ServerNetworkConnection.java 4 file(s) 10,389 bytes Directory of E:\FtpServerSource\com\taw\server <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p ..

DYNAMI-6 JAV 2,138 02-21-01 1:05a DynamicLibraryLoader.java FTP <DIR> 03-02-01 2:14p ftp IM <DIR> 03-02-01 2:14p im INTER-12 JAV 348 02-09-01 2:19p InternetRequest.java INTER-14 JAV 6,205 02-09-01 2:22p InternetRequestlmpl.java INTER-16 JAV 272 02-09-01 2:22p InternetResponse.java INTER-18 JAV 1,190 02-09-01 2:18p InternetResponselmpl.java 5 file(s) 10,153 bytes Directory of E:\FtpServerSource\com\taw\server\ftp <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p FILERE-6 JAV 2,411 02-27-01 3:17a, FileRetrievalSubsystem.java FILERE-8 JAV 3,916 02-28-01 2:07a FileRetrievalThreadPool.java FILER-10 JAV 3,499 03-02-01 3:42a FileRetrievalThreadPoolWorker.java FTPSE-12 JAV 2,744 02-13-01 4:20p FTPServerSysParams.java FTPSE-14 JAV 11,262 03-02-01 3:51a FTPServerLink.java FTPSE-16 JAV 8,281 03-01-01 1:19p FTPServer.java FTPSE-18 JAV 439 02-26-01 7:58p FTPServerConstants.java FTPSE-20 JAV 264 02-27-01 1:23a FTPServerException.java FTPSE-22 JAV 284 02-13-01 4:25p FTPServerGlobals.java FTPTA-24 JAV 7,125 03-02-01 3:45a FTPTask.java LOCAL-26 JAV 9,454 02-26-01 11:51a LocalDatabaseProxy.java RECOR-28 JAV 208 02-24-01 2:14a RecordingSQLTask.java REMOT-30 JAV 1,411 02-27-01 3:21a RemoteDBSubsystem.java REMOT-32 JAV 509 02-27-01 3:04a RemoteDBThreadPool.java REMOT-34 JAV 474 02-27-01 3:03a RemoteDBThreadPoolWorker.java SQLTA-36 JAV 2,139 02-27-01 10:37p SQLTask.java SQLTA-38 JAV 5,543 03-02-01 3:47a SQLTaskClientHistory.java SQLTA-40 JAV 4,952 03-02-01 3:46a SQLTaskQualityControl.java TASK-42 JAV 459 02-24-01 2:38a Task.java 19 file(s) 65,374 bytes Directory of E:\FtpServerSource\com\taw\server\im <DIR> 03-02-01 2:14p ., <DIR> 03-02-01 2:14p 0 file (s) 0 bytes Directory of E:\FtpServerSource\com\taw\servlet <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p IM <DIR> 03-02-01 2:14p im REMOTEDB <DIR> 03-02-01 2:14p remotedb 0 file (s) 0 bytes Directory of E:\FtpServerSource\com\taw\servlet\im <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p ..
0 file (s) 0 bytes Directory of E:\FtpServerSource\com\taw\servlet\remotedb <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p PROXYC-6 JAV 364 02-09-01 2:llp ProxyConnectInfo.java PROXYS-8 JAV 5,996 02-26-01 10:53p ProxyServlet.java REMOT-10 JAV 6,012 02-26-01 10:00p RemoteDBProxy.java REMOT-12 JAV 13,126 02-09-01 2:12p RemoteDBProxyMessageCenter.java REMOT-14 JAV 6,134 02-09-01 2:22p RemoteDBProxyServlet.java 5 file(s) 31,632 bytes Directory of E:\FtpServerSource\com\taw\util <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p EVENTL-6 JAV 7,495 02-26-01 9:59p EventLog.java MESSAG-8 JAV 1,643 02-27-01 10:39p Message.java MESSA-10 JAV 2,165 02-27-01 9:20p MessageConsumer.java MESSA-12 JAV 598 02-21-01 12:54a MessageQueue.java OBJEC-14 JAV 3,278 02-21-01 12:59a ObjectQueue.java TAWBY-16 JAV 4,407 01-11-01 3:57p TAWByteFIFO.java TAWDA-18 JAV 14,804 01-10-01 9:33p TAWDataSet.java TAWVE-.20 JAV 1,730 01-12-01 4:53a TAWVector.java THREA-22 JAV 1,660 02-24-01 7:52p ThreadPool.java THREA-24 JAV 2,687 02-28-01 4:48a ThreadPoolWorker.java file(s) 40,467 bytes 10 Directory of E:\IMServerSource <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p COM <DIR> 03-02-01 2:14p com 0 file (s) 0 bytes Directory of E:\IMServerSource\com <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p ..
CALLCE-.5 <DIR> 03-02-01 2:14p callcenter 0 file (s) 0 bytes Directory of E:\IMServerSource\com\callcenter <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p ADMIN <DIR> 03-02-01 2:14p admin CLIENT-7 <DIR> 03-02-01 2:14p clientobject INFO <DIR> 03-02-01 2:14p info NET <DIR> 03-02-01 2:14p net SECURITY <DIR> 03-02-01 2:14p security SERVER <DIR> 03-02-01 2:14p server UTIL <DIR> 03-02-01 2:14p util WEBCA-19 <DIR> 03-02-01 2:14p webcallback 0 file (s) 0 bytes Directory of E:\IMServerSource\com\callcenter\admin <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p CALLCE-6 JAV 24,878 03-02-01 1:25a CallCenterAdminListBean.java CALLCE-8 JAV 2,507 03-02-01 1:25a CallCenterAdminLogin.java CALLC-10 JAV 9,038 03-02-01 1:25a CallCenterAdminTreeBean.java CALLC-12 JAV 13,256 03-02-01 1:25a CallCenterRequestBean.java 4 file (s) 49,679 bytes Directory of E:\IMServerSource\com\callcenter\clientobject <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p ADMINU-6 JAV 1,145 03-02-01 1:25a AdminUpdate.java BUTTON-8 JAV 718 03-02-01 1:25a Button.java COMPA-10 JAV 558 03-02-01 1:25a Company.java DATAB-12 JAV 643 03-02-01 1:25a DatabaseConnectionPool.java DIALI-14 JAV 643 03-02-01 1:25a DialingProperties.java FIELD-16 JAV 961 03-02-01 1:25a Field.java HISTO-18 JAV 691 03-02-01 1:25a HistoryEntry.java INTER-20 JAV 1,281 03-02-01 1:25a Interactionlnfo.java LIBRA-.22 JAV 531 03-02-01 1:25a LibraryScript.java LIBRA-24 JAV 425 03-02-01 1:25a LibraryUrl.java LIBRA-26 JAV 558 03-02-01 1:25a LibraryEMail.java LIBRA-28 JAV 440 03-02-01 1:25a LibraryFax.java LIBRA.-30 JAV 490 03-02-01 1:25a LibraryPush.java LIBRA-32 JAV 507 03-02-01 1:25a LibraryQA.java OUTCO-34 JAV 819 03-02-01 1:25a Outcome.java PROJE-36 JAV 437 03-02-01 1:25a Project.java PROJE-38 JAV 417 03-02-01 1:25a ProjectLibraries.java PROJE-.40 JAV 590 03-02-01 1:25a ProjectTab.java SUPER-.42 JAV 6,457 03-02-01 1:25a SupervisorConf1g.java SUPER-44 JAV 543 03-02-01 1:25a SupervisorRecording.java TAB-46 JAV 1,706 03-02-01 1:25a Tab.java USERS-48 JAV 479 03-02-01 1:25a UserStatus.java WORKG-50 JAV 536 03-02-01 1:25a Workgroup.java 23 file(s) 21,575 bytes Directory of E:\IMServerSource\com\callcenter\info <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p .
REQUES-6 JAV 479 03-02-01 1:25a RequestCl ient . j ava REQUES-8 JAV 1,975 03-02-01 1:25a RequestServicingThread.java SERVE-.10 JAV 5,047 03-02-01 1:25a ServerConnection.java 3 file(s) 7,501 bytes Directory of E:\IMServerSource\com\callcenter\net <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p SERVER-6 JAV 5,048 03-02-01 1:25a ServerNetConn.java 1 file(s) 5,048 bytes Directory of E:\IMServerSource\com\callcenter\security <DIR> 03-02-01 2:14p .. <DIR> 03-02-01 2:14p USERMA-6 JAV 2,807 03-02-01 1:25a UserManager.java USER-8 JAV 7,166 03-02-01 1:25a User.java 2 file (s) 9,973 bytes Directory of E:\IMServerSource\com\callcenter\server <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p CALLCE-6 JAV 1,150 03-02-01 1:25a CallCenterServerRequestHandler.Java CALLCE-8 JAV 92,564 03-02-01 1:25a CallCenterServerDataSource.java CALLC-10 JAV 1,386 03-02-01 1:25a CallCenterServerResponse.java CALLC-12 JAV 304 03-02-01 1:25a CallCenterServerGlobals.java CALLC-14 JAV 15,581 03-02-01 1:26a CallCenterServerSupervisorServiceThread.java CALLC-16 JAV 9,507 03-02-01 1:25a CallCenterServerContact.java CALLC-18 JAV 287 03-02-01 1:26a CallCenterServerThread.java CALLC-20 JAV 370 03-02-01 1:26a CallCenterServerServiceThread.Java CALLC-22 JAV 191 03-02-01 1:26a CallCenterServerThreadEvent.Java CALLC-24 JAV 405 03-02-01 1:25a CallCenterServerChatConstants.Java CALLC-.26 JAV 434 03-02-01 1:25a CallCenterServerRessourceinfo.Java CALLC-28 JAV 11,236 03-02-01 1:26a CallCenterServerSessionManager.java CALLC-.30 JAV 9,966 03-02-01 1:26a CallCenterServerWebCallbackThread.java CALLC-32 JAV 1,581 03-02-01 1:26a CallCenterServerServiceThreadConf1g.java CALLC-34 JAV 40,207 03-02-01 1:25a CallCenterServerLink.java CALLC-36 JAV 8,762 03-02-01 12:16p CallCenterServerSupervisorConstants.java CALLC-38 JAV 39,027 03-02-01 1:25a CallCenterServerClientThread.java CALLC-40 JAV 13,512 03-02-01 12:16p CallCenterServerConstants.java CALLC-42 JAV 345 03-02-01 1:25a CallCenterServerEventListener.java CALLC-44 JAV 1,105 03-02-01 1:25a CallCenterServerComm.java CALLC-46 JAV 193 03-02-01 1:25a CallCenterServerException.java CALLC-48 JAV 1,775 03-02-01 1:25a CallCenterServerlnitializerThread.java CALLC-50 JAV 1,523 03-02-01 1:26a CallCenterServerThreadPool.java CALLC-52 JAV 5,433 03-02-01 1:26a CallCenterServerWebCallbackServiceThread.java CALLC-54 JAV 11,621 03-02-01 1:25a CallCenterServerChatThread.java CALLC-56 JAV 837 03-02-01 1:26a CallCenterSupervisorMenultem.java CALLC-58 JAV 6,277 03-02-01 1:25a CallCenterServerRequest.java CALLC-60 JAV 461 03-02-01 1:26a CallCenterServerStateChangeEvent.java CALLC-62 JAV 9,940 03-02-01 1:25a CallCenterServerClientServiceThread.java CALLC-64 JAV 8,591 03-02-01 1:25a CallCenterServerAdminThread.java CALLC-66 JAV 5,341 03-02-01 1:25a CallCenterServerChatServiceThread.java CALLC-.68 JAV 29,540 03-02-01 1:26a CallCenterServerSupervisorThread.java CALLC-.70 JAV 1,615 03-02-01 1:25a CallCenterServerClientThreadPool.java CALLC-72 JAV 15,494 03-02-01 1:25a CallCenterServerMessageCenter.java CALLC-74 JAV 10,698 03-02-01 1:26a CaliCenterServerSysParams.java CALLC-76 JAV 5,818 03-02-01 1:25a CallCenterServerAdminServiceThread.java CALLC-78 JAV 262 03-02-01 1:25a CallCenterRequest.java CALLC-80 JAV 179 03-02-01 1:25a CallCenterResponse.java CALLC-82 JAV 10,800 03-02-01 1:25a CallCenterServer.java CALLC-84 JAV 437 03-02-01 1:25a CallCenterServerAdapter.java SERVLETS <DIR> 03-02-01 2:14p servlets 40 file(s) 374,755 bytes Directory of E:\IMServerSource\com\callcenter\server\servlets <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p CALLCE-6 JAV 9,128 03-02-01 1:26a CallCenterProxyServlet.java CALLCE-8 JAV 6,073 03-02-01 1:26a CallCenterServlet.java PROXY-10 JAV 268 03-02-01 1:26a ProxyConnectInfo.java 3 file(s) 15,469 bytes Directory of E:\IMServerSource\com\callcenter\util <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p JDBCCO-6 JAV 2,991 03-02-01 1:26a JDBCConnectionPool.java KEVENT-8 JAV 7,486 03-02-01 1:26a KEventLog.java KOBJE-10 JAV 5,887 03-02-01 1:26a KObjectPool.java KRESU-12 JAV 4,812 03-02-01 1:26a KResultSet.java KSCHE-14 JAV 5,885 03-02-01 1:26a KScheduler.java KSCHE-16 JAV 287 03-02-01 1:26a KSchedulerClient.java KSOCK-18 JAV 1,198 03-02-01 1:26a KSocketConnectionPool.java MESSA-20 JAV 677 03-02-01 1:26a Message.java TABLE-22 JAV 14,694 03-02-01 1:26a TableDataSet.java UTILI-24 JAV 2,598 03-02-01 1:26a Utility.java 10 file(s) 46,515 bytes Directory of E:\IMServerSource\com\callcenter\webcallback <DIR> 03-02-01 2:14p <DIR> 03-02-01 2:14p CALLCE-6 JAV 451 03-02-01 1:26a CallCenterWebCallbackConstants.Java CALLCE-8 JAV 4,391 03-02-01 1:26a CallCenterWebCallbackRequest.Java 2 file(s) 4,842 bytes Total files listed:

131 file (s) 693,372 bytes 69 dir(s) 0 bytes free APPENDIX AND COPYRIGHT NOTICE

Figures 2-98 included in this document represent screen output of a browser-based call center administration manager interface. These Figures form part of the disclosure of the specification. The Figures and the Computer Program Listing Appendix included on the Compact discs filed with this document are copyrighted. The copyright owner has no objection to facsimile reproduction by anyone of the patent document, including the copyrighted Figures and the Appendix, as they appear in the Patent and Trademark Office files or records, but otherwise reserves all rights.

BACKGROUND OF THE INVENTION
1. Field of the Invention The present invention relates to call center provisioning, management, and supervision.

2. Background Organizations with more than trivial needs for customer interaction often use call centers to provide services to their customers and to organize sales personnel. A call center is the means by which an organization, e.g., company or "enterprise," handles customer and other calls, usually with some amount of computer automation. Typically, a call center can handle a considerable volume of inbound and outbound calls at the same time, screen inbound calls, forward them to agents (e.g., customer service representatives) with appropriate skills, and maintain records of the calls and of the call center agents. Call centers have traditionally been used by mail-order catalog companies, telemarketing companies, computer product help desks, and other similar organizations that use the telephone to sell or support their products and services.

Many call centers use computer-telephony integration (CTI), also known as "computer telephony," to process telephone calls. These terms refer simply to the use of computers in managing the calls. Since the advent of the information technology revolution, companies have increasingly felt the need to interact with their customers through alternative communication channels that include, for example, facsimile transmissions, email, and web-based contacts. (We will collectively refer to such interactions and the conventional telephone calls as "e-contacts,"
"contacts," "interactions," or simply as "calls.") The alternative channel contacts are generally susceptible to CTI-based processing at least to the same extent as conventional telephone calls, and the benefits of computer-based management apply to them as well.

A typical modern call center is a complicated technological amalgam of hardware and software residing in whole or in part on a telecommunications network.

Provisioning such a call center for an enterprise can be a lengthy, technically involved process performed by "integrators" -- technicians, engineers, and programmers highly skilled in combining computer equipment, telecommunication equipment, and software from various manufacturers. Consequently, the time and costs involved in provisioning a call center may be substantial, and the ability to minimize them may provide an important competitive advantage. It is therefore desirable to enable provisioning call centers quickly and without massive efforts of trained and highly compensated specialists.

Call centers are often provisioned and hosted for clients-subscribers by providers of telecommunication services, for example, long distance telephone carriers (Telcos) and application service providers (ASPs), . Thus, provisioning a call center may involve discussions between the representatives of a long distance carrier and an enterprise to define, for example, functionality of the call center; its limitations; and the capabilities available to the enterprise, such as the number and skills of the enterprise's agents. The definitions tend to be made without sufficient precision, necessitating redesigns with their concomitant additional delays and costs. It would therefore be beneficial to provide a high-level design tool for defining and provisioning a call center. Furthermore, it would be beneficial to push out the design tool's interface to a subscriber, to enable the subscriber to self-provision and administer a call center using non-technical employees, with little involvement by the service provider, such as an ASP or a Telco.

Some of the information used by a call center may be sensitive and confidential, i.e., information that the subscriber-enterprise prefers to keep in secure storage.

For example, the call center may be capable of identifying a calling party-customer through automatic number identification (ANI), retrieving the customer's data such as history of the customer's interactions, and routing the call to an appropriate agent based on that data. Customer information, however, is usually kept confidential for at least three reasons. First, there are customer expectations of privacy. Second, the subscriber-enterprise does not want its competitors,to use the information. And third, the enterprise may want to market the information itself. There may also exist other types of sensitive information, e.g., rules for vectoring inbound calls. To keep the information protected, the enterprise may not want to entrust a copy of its database to the telecommunications service provider or to an unsecure server. Therefore, it would be desirable to allow a subscriber to provision a call center using third-party resources while not providing the third-party with a copy of the subscriber's database.

SUMMARY OF THE INVENTION

Some embodiments of the present invention are directed to a network-based company call center comprising: call-center resources running on a third-party network, the resources including a first server and a second resource; a third server running on a private network of the company behind the company's firewall; a database for storing sensitive information, the .database running on the private network behind the firewall, the database communicating with the third server; wherein when the second resource generates sensitive data, it transmits the sensitive data to the database through the first server and the third server.

The call center may further include a fourth resource that requests and obtains information from the database through the first server and the third server.

The second resource may erase the generated sensitive data after transmitting it to the database, 'and *the fourth resource may erase the information obtained from the database after the fourth resource no longer needs the obtained information.

The call center may further comprise a computer with a graphical user interface, running a program that enables the computer's operator to define, modify, and provision the call center from a wide area network such as the Internet.

An aspect of the invention is the capability to create, configure, deploy, and manage a distributed, software-based call center architecture for wide (e.g., global or regional) network of disparate media and communication types with one or more points of cohesive control and configuration in a way that non-programmers can manage the call center network.

Another aspect is the capability to provision multimedia, communication, and server resources as they come on line, without disruption of existing services, with dynamic removal and addition of the resources, so that the network can expand or collapse without service interruption.

Yet another aspect is the call center network's capability to adjust load distribution dynamically, in real time, performing load balancing automatically as the resources stop, are reconfigured, or added.

Another aspect is mirroring of some or all processes, servers, and functions, so no single point of failure can disrupt service on the network.
Mirroring in combination with load balancing described in the paragraph immediately above achieve redundancy and fault-tolerance across the network, with self-healing properties and soft recovery without major disruptions to the call center.
According to yet another aspect, certain of the call center resources can be partitioned among two or more companies. Private data, routing rules, libraries, and other attributes of each partition are used to service one company.
Partitioning optimizes the use of shared hardware and network shared resources, and preserves customization and private data of each company.

In another aspect, the call center provides the ability to package and bundle network resources for each company, and to track and limit use for each company with a class of service controls. This can be achieved, for example, by limiting the number of simultaneous interactions between a company's call center and its customers.

Another aspect is the ability to reconfigure and expand hardware devices so that they can be dynamically put into service on the call center network without service disruption. The additional hardware can then be host-partitioned and dynamically configured to allocate resources to one or more companies. The hardware devices include, for example, Customer Premises Equipment (CPE) signaling interfaces, network signaling interfaces, voice, fax, data processing, connection, conferencing, and switching devices.

The multimedia call center of this invention may be logically located either between a telephone network and CPE, or between two portions of a telephone network. It accepts incoming calls and extracts in-band network routing and origination information, such as automatic number identification information (ANI) or packet-based network routing information. The call center then uses the extracted information to obtain information relating to the call from its database.
Next, the call center places a call to an endpoint agent or service that may be selected based on the extracted information and information obtained from the database. The information may also be forwarded to the endpoint.

The call center's processes are distributed, running on several hosts of the call center's network. To optimize the use of hardware and network devices, the resources can be divided into dedicated and shared resources. Sharing of servers, other hardware, and processes achieves optimal economies of scale in the network.

Resource allocation is performed by the Administration Manger interface. A project (a logical company) defines the specific telephone numbers associated with each physical company using Dialed Number Identification Service (DNIS), allowing sharing of the physical trunks among several companies. The administrator of the call center can use the Administration Manager to add, modify, and remove projects on behalf of each company. Because of the distributed design, dynamic load balancing, dynamic resource provisioning and allocation, self-registration of the resources, and host partitioning, project changes and hardware additions can be done while the network is running, without service interruptions.
24a When a company is created or modified using the Administration Manager, all associated dedicated resources are automatically assigned to that company. Dedicated resources may include the Information Server, ACD Server, Chat Server, Collaboration Server, and the E-Mail Distributor. Shared resources made available to the company include the Stats Server, DB Server, Resource Manager, Unified Mail Server, Host Server, Scheduling Server, and the Call Center. (A
listing of shared and dedicated resources appears in tables 2, 3, and 4 in the detailed description of the invention section of this document.) Multiple resources of each type can be added to expand the call center capacity, and each resource can be mirrored for hot back-up.

A particular company's use of the call center and the center's associated network can be controlled by limiting access to certain resources and/or limiting the number of simultaneous transactions allowed per company. The number of simultaneous interactions per company can be modified at any time without stopping any resource. These Service Controls are tracked and monitored by the Resource Manager. When service control limits are reached, the Resource Manager will inform the company's resources to stop processing additional resource requests. After the company's use of resources recedes below the service control limits, through completion or termination of existing transactions, the Resource Manager allows processing of additional resource requests.

According to one aspect of the present invention, there is provided an administration manager apparatus for remotely administering multiple network-based company call centers using at least some service provider resources, the administration manager apparatus being remotely coupled to the call center through a network, the administration manager apparatus comprising a computer for running a program that allows an operator of the computer to remotely provide data to multiple network based call centers via a single interface, the provided data comprising: a plurality of skill definitions describing capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the capabilities being related to interaction servicing; a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description 24b comprising: one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability;
and at least one workgroup definition of at least one workgroup, each of said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.

According to another aspect of the present invention, there is provided a method for remotely administering multiple network-based company call centers through a single interface and using at least some service provider resources, the method comprising the steps of: remotely coupling a computer to a call center through a network said computer capable of acting as a single interface for remotely providing data to the multiple network based data center; selecting a network based call center from the multiple network based call centers for remotely providing data to the selected call center, wherein providing data includes: providing a plurality of skill definitions describing capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the capabilities being related to interaction servicing; and providing a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description comprising: one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability; and providing at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.
24c According to still another aspect of the present invention, there is provided a computer-readable medium encoded with machine-readable computer program code, wherein, when the computer code is executed on a computer remotely coupled to multiple network based call centers with at least some service provider resources, the computer enables an operator of the computer to remotely configure the multiple call center from a single interface by providing data to the call center, the provided data comprising: a plurality of skill definitions describing potentially available capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the agents having capabilities related to interaction servicing; a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description comprising: one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability; and at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.
BRIEF DESCRIPTION OF THE DRAWINGS

The present invention will now be explained, by way of examples only, with reference to the following description, appended claims, and accompanying Figures where:

Figure 1 is a block diagram of a distributed call center architecture with secure storage for sensitive data and Internet-based administration, supervision, and interaction managers; and Figures 2-96 illustrate screen outputs of a browser-based call center Administration Manager.

24d FIG. 99 illustrates the call center in Telephone, Mobile or Internet-Type Network-Level Deployment.

FIG. 100 illustrates the call center in Customer Premises' Equipment Enterprise-Level Deployment.

FIG. 101 illustrates the call center Architecture.

FIG. 102 illustrates the call center Call Flow Diagram.

FIG. 103 illustrates the Real-Time Network Updates of Hardware Using Administration Manager.

FIG. 104 illustrates Startup and Real-Time Registration of New Hardware Configuration.
FIG. 105 illustrates Shares and Dedicated Resource Registration.

FIG. 106 illustrates call center Multimedia Network Overview.
FIG. 107 illustrates Architectural Overview of Network Manager.

FIG. 108 illustrates Starting the Network Manager to Get Network Characteristics and Status.
FIG. 109 illustrates Adding a New Resource Dynamically Using the Network Manager.

FIG. 110 illustrates Stopping a Resource Using the Network Manager (No Service Disruption).
FIG. 111 illustrates Real-Time Network Updates of Customer Records Using Network Manager.
FIG. 112 illustrates Starting a New Resource Dynamically.

FIG. 113 illustrates Automatic Registration of New Resource.
FIG. 114 illustrates Stopping a Resource Dynamically.

FIG. 115 illustrates Starting and Registering Resources Dynamically (One Shares Resource Available).

FIG. 116 illustrates Requesting a Specific Resource Type (One Shared Resource Available).
FIG. 117 illustrates Connecting to and Sharing a Requested Resource.

24e FIG. 118 illustrates Starting and Registering Resources Dynamically (Multiple Resources Available).

FIG. 119 illustrates Requesting a Specific Resource Type (Multiple Resources and Load Balancing).

FIG. 120 illustrates Load Balancing between Requested Resources.
FIG. 121 illustrates Starting Mirrored Resources.

FIG. 122 illustrates Automatic Registration of Mirrored Resources.

FIG. 123 illustrates Mirrored Resource Communication with Other Resources.
FIG. 124 illustrates Mirrored Resource Abnormal Shutdown (Part 1).

FIG. 125 illustrates Mirrored Resource Abnormal Shutdown (Part 2).
FIG. 126 illustrates Shared and Dedicated Resource Registration.
FIG. 127 illustrates Connection to a Shared Resource.

FIG. 128 illustrates Handling Requests to a Shared Resource.

FIG. 129 illustrates an Example of Requests to Stat Server to. Create Interaction Histories.
FIG. 130 illustrates Creating or Updating Service Controls on a Company.

FIG. 131 illustrates Processing and Accepting a New Interaction.
FIG. 132 illustrates Processing and Denying a New Interaction.
DETAILED DESCRIPTION

Figure 1 illustrates the architecture of an embodiment of a distributed call center. The call center's resources 112 -and 114 run on a private network 110, for example an intranet or an extranet, of an ASP or a Telco. The resources include an automatic call distributor (ACD) 114 and the remaining resources 112. Note that the call center 24f resources may be distributed or concentrated on one or a few clustered servers. An example of a distributed call center ,can be found in the related copending U.S. Patent No. 6,697,858; another example of a network-based call center can be found in U.S. Patent No. 5,825,870 to Miloslavsky. The call center resources 112 and 114 communicate with an Internet Manager Server (IMS) 116 over connections 122 and 124. In the representative embodiment of Figure 1, these two connections are TCP/IP
connections.

In a distributed call center architecture, the agents can be located anywhere. Thus, browser-based interaction manager 144 runs on one of the agent workstations in wide area network 140, e.g., the Internet. The interaction manager 144 can receive and send information through the wide area network 140. It may also have additional connections to the call center resources. For example, the interaction manager may be connected to a PBX in order to receive inbound calls vectored by the automatic call distributor 114 to the interaction manager 144 or to' telephone 145 coupled to the interaction manager 144.

Similarly, browser-based supervision manager 146 also connects to the call center through the wide area network 140. The supervision manager 146 may have all or some of the capabilities of the interaction manager 144, and additional -- i.e., supervisory -- capabilities. The supervisory capabilities may include, for example, obtaining real-time reports and broadcasts on network usage and agent statistics, monitoring real-time activities of agents and of other network users, recording user activities, secret or three-party monitoring of transactions, sending instant messages to users for network alerts, replacing agents during contacts with the clients (barge-in), closing down user or agent conversations, and logging users off the call center.

The administration manager 142 includes an interface through which the representatives of the enterprise-subscriber initially configure and later administer (e.g., modify) the call center and the call center's resources.
The administration manager 142 controls the call center resources by sending commands to the Internet manager server 116 via web server 162. Located behind firewall 150, the web server 162 runs in the demilitarized (secure) zone 160 of the enterprise's private network. To establish a session between the browser-based administration manager 142 and a call center resource, the administration manager 142 "pings"

a Java TM servlet running on the web server 162 through connections 132a and 132b using, for example, http port 80.
(By "pinging" the servlet we mean sending packets to probe and establish a connection with the servlet.) The servlet receives the ping message and responds via connections 134a and 134b, effectively opening, identifying, and maintaining the session with the administration manager 142. Once the servlet assigns an ID to the session, it can communicate securely with the administration manager 142. After receiving the configuration data from the administration manager 142, the servlet running on the web server 162 communicates the data to the Internet manager server 116 over secure connections 130a and 130b.

In an analogous fashion, the Internet manager server 116 conveys data back to the administration manager 142 via the connections 130a/130b, the web server 162, and the connections 132a/132b. More generally, the web server 162 passes data inputted at the browser-based applications, e.g., the administration manager 142, the interaction manager 144, and the supervision manager 146, to the Internet manager server 116 and through it to other call center resources. The Internet manager server 116 thus acts as a communication bridge between the call center resources 112/114 and the browser-based client applications running on the wide area network 140. Further, the Internet manager server 116 serves as a bridge between the call center resources 112/114 and clients and servers running in the enterprise's secure zone 160 behind the firewall 150.

In the call center of Figure 1, the connections, including the connections 130a and 130b, are TCP/IP
connections, as are connections 122 and 124 between the Internet manager server 116 and other call center resources 112/114. Using these `TCP/IP connections, the Internet manager server 116 provides secure communications between the other resources 112/114 and the clients running on the wide area network 140.

The Internet manager server 116 may perform additional functions, including those that require frequent message exchanges with Internet-based clients and servers within the enterprise's secure zone 160. For example, in an embodiment of a call center in accordance with the description in the U.S. Patent No. 6,697,858, the Internet manager server 116 replaces the collaboration server, the chat server, and the unified mail server. It may further provide private aliasing and resource and load balancing.

The call center administration scheme described can also enhance security and reliability of data management in a distributed call center. As was discussed in the BACKGROUND section of this document, the enterprise implementing the call center may be reluctant to expose its sensitive data to the vagaries of a wide area network or even to the ASP's or Telco's own private network. The sensitive data may include, for example, call detail data and history of customer interactions; quality control records, possibly including recordings of monitored interactions; customer consent to transaction recording;
customers' names and addresses; billing permissions and credit authorizations; email and chat files; time stamps relating to the above records; and customer-identifying interaction origination data, such as customer telephone numbers or email sender data. The sensitive data may be generated by the call center resources 112/114 or by the interaction manager 144 during customer interactions.
Alternatively, previously-generated sensitive data may be accessed by the call center resources 112/114, e.g., when ANI data is used for vectoring incoming calls; or the data may be accessed by the interaction manager 144, e.g., when an agent at the interaction manager 144 needs to see a record of an earlier call.

In the call center architecture depicted in Figure 1, the enterprise's sensitive information resides in database 166, within the enterprise's secure zone 160. When new sensitive information is generated, for example by one of the call center resources 112, the resource sends the information to the Internet manager server 116 through the connection 124. The Internet manager server 116 transmits the information to the web server 162 via the TCP/IP
connections 130a/130b by the process described above. Next, the web server 162 writes the newly-generated sensitive information to the database 166 by generating an SQL command and sending it via connection 168. After the information is written to the database 166, the local copy of the information is erased from the resource that had generated the information.

When one of the call center resources requires data from the database 166, the resource informs the Internet manager server 116 of the need. The Internet manager server then establishes a session to transmit an appropriate request to the web server 162, or uses an existing session for this purpose. The web server 162 generates an SQL query to the database 166, and the data responsive to the query is returned via the same route to the resource that originated the request, e.g., the automatic call distributor 114. When the resource no longer needs the data, it erases its local copy of the data.

Turning now to the administration manager interface, figures 2-96 illustrate interactive screens of an embodiment of the administration manager as the screens appear in a version of Microsoft Corporation's Internet Explorer web browser. The specific embodiment illustrated is Administration Manager Browser Version 4.0 ("Administration Manager" hereinafter), an object-oriented call center administration manager expected to be marketed soon by TELEPHONY@tWORK, Inc. Generally, any form-capable browser, such as Netscape Corporation's Communicator 6, running on any platform, such as a Wintel PC, Macintosh, or Unix, can perform this function.

To provision a call center initially, or to change its parameters at a later time, the user first directs the browser to go the site designated for the call center's administration, and then logs into the site. Figure 2 is a log in screen of the Administration Manager. Here, as in the other figures, the "http" address shown in the browser's Address window is not a real address as far as is known to the inventors; it is used for illustration only. To log in, the user enters the user's identification and password in the User ID and Password fields, and then left-clicks on ("clicks " or "selects") the Login button.

Figures 3 and 4 illustrate screens used in creating a new Company object, i.e., creating a new call center object for an enterprise. The steps involved are as follows:

1. Select the Add a Company button from the upper menu in the Administration Manager window;

2. Enter the name of the Company in the Name field; if the Company has an Alias, enter it in the Alias field;

3. Enter the address of the Company in the Address field;

4. Enter the city in which the Company is located in the City field;

5. Enter the state in which the Company is located in the State field;

6. Select the country in which the Company is located by selecting one from the Country drop-down list;

7. Enter the zip (postal) code in which the Company is located in the Zip field;

8. Enter the Company's web site address in the Web Site field;

9. Enter the maximum number of simultaneous interactions for this Company in the Maximum Number of Simultaneous Interactions field;

10. Complete the Contact Name, Title, Phone, Extension, Email, Home Phone, Pager, and Mobile fields for a Primary and an Alternative Contact, as desired;

11. When the form is completed, click the Next button to continue;

12. Complete the First Name, Last Name, Username, Alias, Password and Confirm, Hired Date, Address, City, Phone, State/Province, Country, and ZipCode fields for the Administrator, as desired; and 13. When the form is completed, click the Finish button to create the Company.

Note that an Administrator object is configured together with the Company object.

Not all of the information requested by the screens in figures 3 and 4, and in most screens of the Administration Manager, must be supplied by the user. For example, the Web Site field may be left blank.

Figure 5 illustrates modifying an existing Company object. The steps involved in a modification are listed below:

1. Select the Company to modify by clicking on that Company from the given list on the left-hand side of the window;

2. Click the Edit button under the Company name once the Company has been selected; the Edit Company window opens;

3. Modify information as necessary;

4. Select the Apply button to save the changes; and 5. Select the OK button to return to the main Company window.

Figure 6 illustrates deletion of a Company object. The steps involved in deletion are listed below.

1. Select the Company to delete by clicking on that Company from the given list on the left-hand side of the window;

2. Click the Delete button under the Company name once the Company has been selected; and 3. A notice will appear asking for confirmation of the delete command; click OK to delete the Company.

Figure 7 is the log out screen. The user selects the Log Out button from the upper menu and receives a confirmation notice. The log out step is taken after the user completes the steps of creating, deleting, and modifying Company or Companies associated with the User ID
and the Password entered during the log in process.

Figure 8 illustrates a Skill object creation. A skill is a capability parameter of an Agent or of an automated end-point. The following steps are involved in creating a Skill object:

1. Select the Skill tab from beneath the Company you wish to add a skill to;

2. Right-click in the skill window and select Add Skill;

3. Enter the Skill Name in the Skill Name field;

4. Enter the Skill Description in the Skill Description field;

5. Click Apply to save the skill; and 6. Click the OK button to return to the main Skill window.

Figure 9 illustrates editing a Skill object. The steps involved are as follows:

1. Select the Skill tab from beneath the Company you wish to edit a skill for;

2. Right-click in the skill window and select Edit Skill;

3. Make the necessary changes;

4. Click Apply to save the changes made to the skill;
and 5. Click the OK button to return to the main Skill window.

Figure 10 illustrates deletion of a Skill object. The steps performed to delete a Skill object are as follows:

1. Select the Skill tab from beneath the Company you wish to delete a skill from;

2. Right-click on the selected skill in the skill window and select Delete Skill;

3. A message will appear asking for a confirmation of the Delete command; click OK to delete the skill.

Figures 11-15 illustrate creation of an Agent object.
In this example, the object corresponds to a person; it is also possible to have automated endpoints for receipt and even initiation of contacts. The steps involved in Agent object creation are as follows:

1. Select the Agents tab from beneath the Company you wish to add an Agent to;

2. Right-click in the Agent window and select Add Agent;

3. Enter the User Name in the First Name and Last Name fields;

4. In the Username field, enter a Username for the Agent to have when logged in;

5. Enter the Agent Alias name in the Alias field;

6. Enter a password in the Password field and confirm the password by re-entering it into Confirm field;

7. The current date will be entered in the Hired Date field, but the Administrator may modify the date as desired;
8. Determine the Permission the Agent has by selecting a title from the Permission drop-down list;

9. Complete the remaining detail fields, as desired and click Next;

10. To enable Call Recording in the Interaction Manager for an Agent, select the corresponding check box;

11. If Call Recording is enabled, select the percentage of calls to be monitored by selecting a percentage from the Percentage of Recording drop-down list;

12. Enter a number for the maximum number of Chats and maximum number of Emails to be conducted at one time by an Agent by entering them in the Max Chats and Max Emails fields;

13. Select Agent Status that corresponds to the Interaction actions by selecting an Agent Status for each command from the drop-down lists next to Hangup, Dialing, Connect, and Idle;

14. Enter a number (in seconds) to determine the allotted wrapup time for an Agent in the Wrapup Time field;

15. To enable Outcomes or Long Distance Options, select the corresponding check box;

16. When completed filling out the Agents Options and Interaction Manager Options, click Next;

17. Enter the Agent's Email Address in the Email Address field under SMTP Information;

18. Enter the SMTP Server name in the SMTP Server field;

19. Enter the Incoming Mail Server name in the Incoming Mail Server field under POP Information;

20. Enter the Agent's POP3 Account Name in the POP3 Account Name field;

21. Enter the Agent's Password in the Password field;

22. When completed the Agents Email Information, click Next;

23. Fill out the corresponding information about the selected Active Address Type for that Agent (see the discussion pertaining to Setting up an Agent's Telephone/Extension); when complete, click Next.

24. Right-click in the Skill window and select Add;

25. Select a skill from the New Skill drop-down list that corresponds to that Agent;

26. Enter a number from 1-100 in the Weight field to display how efficient that Agent is at that skill (e.g., "Spanish 85");

27. Repeat steps 24-27 to add more Skills; when done, click Next.

28. To Activate Follow Me, select the Activate Follow Me check box;

29. If Follow Me is activated, enter numbers for the First, Second, and Third Follow me phone numbers, as desired;

30. Click Finish.

Figure 16 illustrates modification of an existing Agent object. The following steps are involved in modifying an Agent object:

1. Select the Company to be modified an Agent for from the main left-hand column;

2. Click on the Agents tab under the Company previously selected;

3. Right-click on the Agent to be modified, then click on Edit Agent;

4. Make any necessary changes to the Agent; click Apply to save these changes, and click OK when complete, to return to the main Agents window.

5. To edit any other sections of the Agent information, right-click on the Agent to be modified and select the section to be modified (e.g. Agent Email, Agent Options, Agent Skills, etc.);

6. Make any necessary changes to those sections; click Apply to save the changes and click OK to return to the main Agent window.

Figure 17 illustrates deletion of an Agent. To delete an Agent, follow these steps:

1. Select the Company from which an Agent is to be deleted by selecting a Company from the main left-hand column;

2. Click on the Agents tab under the Company selected;

3. Right-click on the Agent to be deleted, and click on.
Delete Agent.

4. A notice will pop asking the user to confirm the deletion;

5. Click OK to delete the Agent, or click Cancel to cancel the deletion.

Figures 18-22 illustrate setting up of an Agent's telephone extension. Five basic types of extensions have been defined in the Administration Manager: (1) local extension; (2) virtual extension; (3) voice over IP (VoIP) extension; (4) voice mail extension; and (5) PBX extension.
In the Administration Manager, an Agent's Telephone/Extension setting is entered when the Agent is first created. Figure 18 illustrates setting up of a local extension. The corresponding steps are as follows:

1. From the main left-hand column, select the Company with Agents to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Telephone Extension;

4. To create local extensions for users, select the MSI
Extension radio button and enter the MSI ID into the MSI ID
field (network administrator can provide this information);

5. Enter the extension number in the Extension Number field;

6. When creating a new Agent, click Next; when modifying an Agent, click Apply.

Figure 19 illustrates creating a virtual extension.
The corresponding steps are as follows:

1. From the main left-hand column, select the Company with Agents to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Telephone Extension;

4. Select the Remote Extension radio button;

5. Enter the remote telephone number in the Remote Tel # field; (this number can be an ordinary telephone number or a cell phone number; if it is necessary to dial an international number, or a national or an area code when calling this number from the location of the server, enter those same codes in this field; do not enter a prefix (e.g., 11911) for dialing out; when the telephone rings, a message will play asking the user to confirm acceptance of the call);

6. Enter the extension number in the Extension Number field;

7. If creating an Agent, click Next; for an Agent modification, click Apply.

Virtual extensions preferably do not begin with the same DTMF as the call center uses to indicate outbound calls.

Figure 20 illustrates creating a VoIP extension in a VoIP-enabled system. The corresponding steps are as follows:

1. From the main left-hand column, select the Company with Agents to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Telephone Extension;

4. Select the Voice Over IP radio button;

5. Enter the extension number in the Extension Number field;

6. If creating an Agent, click Next; for an Agent modification, click Apply;

Figure 21 illustrates creating a voice mail extension, and allows an Agent's calls to be routed directly to the Agent's Mail Box. The steps for creating a voice mail extension are as follows:

1. From the main left-hand column, select the Company with Agents to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Telephone Extension;

2. Select the Voice Mail radio button;

5. Enter the extension number in the Extension Number field;

6. If creating an Agent, click Next. For an Agent modification, click Apply;

Figure 22 illustrates creating a PBX extension. The corresponding steps are as follows:

1. From the main left-hand column, select the Company with Agents to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Telephone Extension;

2. Select the PBX radio button and enter a telephone number in the tel. field;

5. Enter the extension number in the Extension Number field;

6. If creating an Agent, click Next; for an Agent modification, click Apply.

When an agent-employee leaves the Company, the Administration Manager allows the Company to document the time of and the reason for the departure. This is illustrated in Figure 23. The steps for documenting the departure are as follows:

1. Select the Company from which an Agent has departed from the main left-hand column;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent who has departed, and click on User Departure Reason;

4. Select a Departure Reason from the Departure Reasons in the drop-down list (the list is compiled from the Agent Departure Reason Library discussed later in this document);

5. Enter the date of departure for the Agent in the Departure Date field;

6. Enter any notes about the Departure Reason in the Note window;

7. Click Apply to save the Departure Reason for that Agent; and 8. Click OK to return to the main Agent Window.

For each Company, the Administrator has the option of assigning Agents to a designated Supervisor who will be able to view the assigned Agents' screens. Figure 24 illustrates assignment of Agents to a Supervisor, i.e., modification of Supervisor Rights, with the corresponding steps being as follows:

1. From the main left-hand column, select the Company in which Supervisor Rights are to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Supervisor whose rights are to be modified and then click on Supervisor/Agents;

4. From all the Agents listed in the left of the All Agents window, select the corresponding Agents for that Supervisor by clicking on the Agent and then clicking the >
button;

5. The Agents appearing in the right Agents Supervised window are the Agents being viewed by the selected Supervisor; to add all the Agents to a specified Supervisor, click the >> button; and 6. Click Apply and OK to return to the main Agent window.

Figure 25 illustrates the following steps performed during addition of Skills to an Agent:

1. From the main left-hand column, select the Company in which skills of Agents are to be modified;

2. Click on the Agents tab under the Company selected;

3. Right-click on the Agent to be modified, and click on Agent Skills;

4. Right-click in the Skill Window and click on Add;

5. Select a Skill to add to that Agent from the New Skill drop-down list;

6. Select a Weight for that Skill (1-100) and enter it into the Weight field;

7. Repeat steps 4-6 to add more Skills for that Agent;
8. Click the Apply button to save the changes, and click OK to return to the main Agent window.

Figure 26 illustrates the task of deleting Skills from an Agent. The task involves eight steps:

1. From the main left-hand column, select the Company in which Agent Skills are to be deleted;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent whose Skill is to be deleted, and click on Agent Skills;

4. Right-click in the Skill Window on the Skill that is to be deleted, and click on Delete; the Skill will be removed from that Agent;

5. Repeat steps 3-4 to delete additional Skills for each Agent, as needed; and 6. Click the Apply button to save changes, and click OK
to return to the main Agent window.

Figure 27 illustrates modifying an Agent's email parameters. The steps involved are listed below:

1. From the main left-hand column, select the Company to be modified;

2. Click on the Agents tab under the Company previously selected;

3. Right-click on the Agent to be modified, and, click on Agent Email;

4. Make any necessary changes to the Agent's Email information;

5. Click the Apply button to save the changes, and click OK to return to the main Agent Window.

Configuring the Call Follow Me parameter for an Agent provides callers with the option of reaching the corresponding Agent at remote numbers. The person configuring this option should consider whether or not these numbers require any toll, long distance, or international prefixes when dialed from the Call Center. That is, for example, if it is necessary for the user to dial a "1" and the area code preceding a certain number when dialed from the Call Center, the number entered in the Follow Me fields should also contain these prefixes.

Modifying an Agent's Call Follow Me assignment is illustrated in Figure 28. The following steps need to be performed to accomplish this process:

1. From the main left-hand column, select the Company to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Agent Follow;

4. Make any necessary changes to the Agent's Follow Me Information;

5. Click the Apply button to save the changes, and click OK to return to the main Agent Window.

The Interaction Manager Options allow configuring of individualized options for an Agent's Interaction Manager interface. Modifying Agent options, including the Interaction Manager options, is illustrated in Figure 29.
Five fields relating to Agent status allow the Administrator to designate the status that is displayed during various events. For example, the default status that is displayed when an Agent is connected to a client is "Talking". This status conveys to the system that the Agent is busy, and is not available to take another call. The Agent can view this status designation at the bottom of his or her Interaction Manager browser. The Agent's supervisor can view this status information alongside other information regarding the corresponding Agent in the Supervision Manager's browser.
An Administrator may change the default status selections, but should keep in mind that certain key status names communicate commands to the system because they change internal logic states of the Call Center. When such a change is made, the agent may have to select manually the appropriate option via the Interaction Manager. In other words, the agent can select a new status by clicking the "Available" or "On Break" buttons, or by making a selection from the "Change Status" button on the Call Control tab.

The Wrapup Time field allows the Administrator to assign the length of time an Agent may use to "wrap up" the interaction, e.g., write up necessary paperwork. Once this time limit has expired, the Agent's status will be automatically changed to "Available," which means that new interactions may be directed to the Agent.

The Outcomes check-box allows the Administrator to choose whether or not the selected Agent has access to the Outcomes window in the Interaction Manager.

The Long Distance Options section allows the Administrator to enable or disable an Agent to make long distance calls.

The following five steps are performed to modify Agent options:

1. From the main left-hand column, select the Company in which options of an Agent are to be modified;

2. Click on the Agents tab under the Company selected;
3. Right-click on the Agent to be modified, and click on Agent Options;

4. Make any necessary changes to the Agent's Options Information;

5. Click the Apply button to save the changes, and click OK to return to the main Agent Window.

A Workgroup object is a set of Agent objects sharing some parameter or corresponding to individual Agents with common work assignment. Adding a workgroup to a Company involves the following steps, illustrated in Figure 30:

1. From the main left-hand column, select the Company to add a workgroup to;

2. Click on the Workgroups tab under the Company selected;

3. Right-click in the Workgroup window, and click on Add Workgroup;

4. Enter a name for the Workgroup in the Workgroup Name field;

5. Enter a name for the Workgroup Alias in the Workgroup Alias field;

6. Enter a brief description of the Workgroup into the Workgroup Description field;

7. Designate a Workgroup Administrator by selecting one from the Workgroup Administrator drop-down list (this list is compiled from the list of Agents; to edit to this list, simply add or delete Agents from the Agents tab);

8. Enter a length of time to be allowed for the Average Wait Time of each call;

9. For the ACD options, click all the check boxes that apply to the Workgroup (e.g., if a Queue Time message is to be played, select that check box);

10. Click Apply to save the Workgroup, and click the OK
button to return to the Workgroup Window.

Predetermined types of calls can be evenly distributed among all the Agents in a workgroup. For example, all calls directed to "sales" can be routed to the Agents in the "Sales" workgroup so that an Agent in the workgroup who has not received a call for the longest period will always receive the next inbound call, provided that the Agent's line is free and the Agent is available when the call comes in.

Calls on a "direct-dial" telephone number can be routed directly to a workgroup using the Routing sub-tab located on the Phone section of the Projects tab. To achieve that, simply specify the telephone number that the callers will dial, or another type of physical channel, and define the Workgroup.

Modifying a Workgroup is illustrated in relation to Figure 31. The process for modifying a Workgroup is as follows:

1. From the main left-hand column, select the Company in which a Workgroup is to be modified;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to be modified,- and click on Edit Workgroup;

4. Make any necessary changes to the Workgroup Information;

5. Click Apply to save the changes made and click OK
when complete to return to the main Workgroup window.

Adding Agents to a Workgroup is illustrated in Figure 32. The process for adding Agents is as follows:

1. From the main left-hand column, select the Company in which Agents are to be added to a Workgroup;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to be modified, and click on Workgroup Agents;

4. Select an Agent from the list of All Agents;

5. Click the right-facing arrow (>) button to add an Agent to the list of Agents in the Workgroup;

6. Repeat steps 6-7 to add more Agents to the Workgroup;

7. Click Apply to save the changes and click OK to return to the main Workgroup window.

Removing Agents from a Workgroup is illustrated in Figure 33. The process for removing Agents is as follows:

1. From the main left-hand column, select the Company in which an Agent is to be removed from a Workgroup;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to be modified, and click on Workgroup Agents;

4. Select an Agent from the list of Agents in the Workgroup;

5. Click the left-facing arrow (<) button to remove the Agent from the list of Agents in the Workgroup;

6. Repeat steps 6-7 until to delete more Agents from the Workgroup;

7. Click Apply to save the changes and click OK to return to the main Workgroup window.

Addition of Skills to a Workgroup and deletion of Skills from a Workgroup are illustrated in Figures 34 and 35, respectively- These functions change the Skills in the affected Workgroup. Note that the total value of the Skills in a Workgroup should equal 100 percent.
The process for adding Skills is as follows:

1. From the main left-hand column, select the Company to be modified;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to be modified, and _20 click on Workgroup Skills;

4-Right-click. in the Skill Window and click on Add;

5. Select a Skill from the New Skill drop-down list, which is compiled from the Skills tab;

6. Enter a Value for that Skill from 1-100 in the Weight field;

7. Repeat steps 4-6 until all appropriate Skills have been added.

The process for deleting Skills from a Workgroup is as follows:

1. From the main left-hand column, select the Company to be modified;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to be modified, and click on Workgroup Skills;

4. Right-click on the Skill to be deleted and click on Delete;

5. A message will pop asking for a confirmation of the deletion request; click OK to delete.the skill; and 6. Repeat steps 4-5 to delete more Skills, as needed.
Deletion of a Workgroup is illustrated in Figure 36.
Note that the Agents of the deleted workgroup are not deleted. The process for deleting a Workgroup is as follows:

1. From the main left-hand column, select the Company from which a workgroup is to be deleted;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to be deleted, and click on Delete Workgroup;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Workgroup.

Q&A URLs define screen pop-up windows that can be used in a Call Flow object. (Call Flow will be explained later in this document.) In the Administration Manager, Q&A and other URLs must be created in the URL Library before they can be assigned to the Q&A URL tab. Creating a Q&A URL is illustrated in Figure 37. Its use during Call Flow definition is illustrated in Figure 38.

The process of creating Q&A URLs is as follows:

1. From the main left-hand column, select the Company in which a Q&A URL is to be added;

2. Click on the QA URLs tab under the Company selected;
3. Right-click in the QA URL Window, and click on Add QA URL;

4. Enter a name for the Q&A in the Name field;

5. Select from the list of URLs given by selecting one from the URL drop-down list;

6. Enter a description of the QA URL in the Description field;

7. Click Apply to save the changes and click OK to return to the main QA URLs Window.

Modifying a Q&A URL is illustrated in Figure 39. The Q&A modification process is as follows:

1. From the main left-hand column, select the Company in which a Q&A URL is to be modified;

2. Click on the QA URLs tab under the Company selected;
3. Right-click in the QA URL Window, and click on Edit QA URL;

4. Make any necessary changes to the Q&A URL;

5. Click Apply to save the changes and click OK to return to the main QA URLs Window. ' Deleting a Q&A URL is illustrated in Figure 40. The deletion process is as follows:

1. From the main left-hand column, select the Company from which a Q&A URL is to be deleted;

2. Click on the QA URLs tab under the Company selected;
3. Right-click in the QA URL Window, and click on Delete QA URL;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the QA URL;

5. Click Apply to save the changes and click OK to return to the main QA URLs Window.

Script URLs, also known as Interaction Scripts, are also used in Call Flow objects. When creating a Call Flow under the Routing sub-tab (located on the Phone section of the Projects tab), Interaction Scripts and Q&A window pops can be associated with incoming calls.

Creating an Interaction Script is illustrated in Figure 41. The use of an Interaction Script in Call Flow definition is illustrated if Figure 42.

The process of creating an Interaction Script is as follows:

1. From the main left-hand column, select the Company to which a Script URL is be added;

2. Click on the Scripts URLs tab under the Company selected;

3. Right-click in the Script URL Window, and click on Add Script URL;

4. Enter a name for the Q&A in the Name field;

S. Select from the list of URLs given by selecting one from the URL drop-down list;

6. Enter a description of the Script URL in the Description field;

7. Click Apply to save the changes and click OK to return to the main Scripts URLs Window.

Editing a Script URL is illustrated in Figure 43. The editing process is as follows:

1. From the main left-hand column, select the Company in which a Script URL is to be modified;

2. Click on the Scripts URLs tab under the Company selected;

3. Right-click in the Scripts URL Window, and click on Edit Script URL;

4. Make any necessary changes to the Script URL;

5. Click Apply to save the changes, and click OK to return to the main Script URLs Window.

Deleting a Script URL is illustrated in Figure 44. The deleting process is as follows:

1. From the main left-hand column, select the Company from which a Script URL is to be deleted;

2. Click on the Scripts URLs tab under the Company selected;

3. Right-click in the Scripts URL Window, and click on Delete QA URL;

4. A message will pop asking for confirmation of the deletion request; click OK to delete the Scripts URL;

5. Click Apply to save the changes, and click OK to return to the main Scripts URLs Window.

In the Administration Manager, a Call Flow object is a series of voice menus configurable by the system administrator to enable callers to route their calls to individual extensions, departments, fax resources, pre-recorded informational messages, or to additional submenus.
An Auto-Attendant Menu is a menu that answers a call in a Call Flow process. An Auto-Attendant menu may include a welcome greeting. It may also allow the caller to select other options by entering digits, e.g., to access the Company's directory, or to transfer to a specific extension, to a fax machine, to a specific workgroup, or to select an additional menu.

Before a Call Flow can be created in the Administration Manager, four preliminary steps need to be performed:

1. Define the extensions for the Agents on the system under the Telephone Extension section of the Agents tab.

2. Define one or more Workgroups under the Workgroups tab.

3. Define the various menus that the Call Flow will include when a Project Menu, located on the Project Menus tab, is created. This last step is illustrated in Figure 45. It may be preferable to start menu definitions with the final menu in the Call Flow and work up, because some of the higher-level menus may include links to the lower level menus (i.e., to the menus created earlier) The individual menus can be modified at a later time, when the structure of the Call Flow is better defined. Because callers will be making menu choices with touch-tone entries, every touch-tone may need to be specified under the Define Menu Events section when adding a Project Menu.

4. In the Define Menu Events section, define whether the caller will be routed to an auto-attendant, a menu, directly to a Workgroup, to an individual extension, or to an individual's fax mailbox. This is illustrated in figure 46.

A telephone number or physical channel that will answer with fax-tones using a shared fax resource, e.g., a Dialogic VFX-equipped phone system, can be specified when defining Touch Tone Events for Project Menus. The steps for defining events to route calls directly to a fax resource are listed below and illustrated in Figure 47.

1. From the main left-hand column, select the Company in which a -Project Menu is to be modified;

2. Click on the Project Menus tab under the Company selected;

3. Right-click on a Project Menu and select Edit Menu;
4. From that Project Menu page, click Next to add Touch Tone Events;

5. Click on a number on the keypad in the Define Touch-Tone Events window;

6. To route calls to a Workgroup fax, select the Workgroup check box, select a Workgroup from the Workgroup drop-down list, and select the Route to Workgroup Fax radio button; to route the call to a Fax associated with an extension, select the Extension check box; choose an Agent from the drop-down list and then select the Route to Agent Fax radio button;

7. Click the Update button to save the Touch Tone Event;

8. The new default menu event will now appear in the Menu Events Summary window;

9. Click the Apply button to save the changes to the Project Menu and click OK to return to the main Project Menu window.

A Default Link is a recorded "menu" with no touch-tone options. Essentially, it is a recorded message that will play for the caller before the caller is routed to a predefined destination, such as an auto-attendant, a menu, a workgroup or an individual extension, or a Workgroup or an individual fax mailbox.

To create a Default Link for a Project Menu, perform the following steps:

1. From the main left-hand column, select the Company in which a Project Menu is to be modified;

2. Click on the Project Menus tab under the Company selected;

3. Right-click on the Project Menu to which a Default Link is to be added and select Edit Menu;

4. From that Project Menu page, click Next to add Touch Tone Events;

5. Select the Default Link button from the Define Touch-Tone Events section;

6. Select an appropriate check box or radio button such as for routing a call to a Workgroup Extension, Workgroup Fax, Agent Extension, Agent Fax, Disconnecting the caller, Playing a Directory, accessing the Mailbox Manager, or Playing an Invalid Entry Message;

7. Click the Update button to save the Default Menu;
the new Default Menu event will now appear in the Menu Events Summary section, as Figure 48 illustrates;

9. Select the Finish button to save the changes and return to the main Project Menu window.

A Voice Menu is a recorded message accompanied by a set of available options that a caller can access with touch-tone entries on a touch-tone phone. When adding a Project Menu, the various menus that a Call Flow will include under the Menu Information page can be defined. Again, it may be preferable to start with the last menu and work up, making changes as necessary. And because the callers will interact with the menus using touch-tone entries, every touch-tone may need to be defined for that menu.

To define a touch-tone menu event, select a digit on the telephone keypad graphic and select the event that this touch-tone key will trigger. For example, performing the following six steps will result in a caller who selects 112"
on the touch-tone telephone being routed to the selected extension in the Customer Service Workgroup, as is illustrated in Figure 49:

1. Select the number two "2" on the keypad;
2. Select the Workgroups check box;

3. Select the Route to Workgroup Extension radio button;

4. Select a Workgroup from the Workgroup drop-down list;

5. Click the Update button to save the new event;

6. Select the Finish button to save the changes and return to the main Project Menu window.

To delete one of these events, perform the following steps:

1. From the main left-hand column, select the Company in which the event in a Project Menu is to be deleted;

2. Click on the Project Menus tab under the Company selected;

3. Right-click on the Project Menu from which to the Menu Event is to be deleted;

4. From the Project Menu page, click Next to modify the Touch Tone Events;

5. To delete one of the defined Menu Events for a Project Menu, click the number on the keypad that is assigned to that defined Menu Event and click the Delete button;

6. Once the Menu Event is deleted, the save the Project Menu by selecting the Finish button, thereby updating the Project Menu after the deletion.

Adding a Project Menu is illustrated in Figure 50. The process is as follows:

1. From the main left-hand column, select the Company you to which a Project Menu is to be added;

2. Click on the Project Menus tab under the Company selected;

3. Right-click on the Project Menu you wish to add Menu Information for and select Create Menu;

4. Enter the name of the menu to be created in the Menu Name field;

5. If desired, select the check box of any appropriate Menu Action such as Play Prompt (entering the wav file name in the wav file field) , Allow Caller to Select Extension, or Allow Type Ahead;

6. Enter the number of retries before the system disconnects the caller;

7. Enter the wait time in seconds before replaying a menu;

8. Select Next and define any necessary menu events (see the description of defining Menu Events);

9. Click the Finish button when complete to save and return to the main Project Menu window.

When the Get Digit option shown in Figure 50 is checked, the system will wait for a digit to be entered by the caller. When the Record option is checked, the caller's actions in the Menu will be recorded.

To modify a Project Menu, perform the following steps:
1. From the main left-hand column, select the Company in which a Project Menu is to be modified;

2. Click on the Project Menus tab under the Company selected;

3. Right-click on the Project Menu in which Menu Information is to be modified and select Edit Menu;

4. Make any necessary changes to the Menu Information;
5. Select Next and modify any necessary menu events (see the section pertaining to defining Menu Events);

6. Click the Finish button when done to save and return to the main Project Menu window.

To delete a Project Menu, perform the following steps:
1. From the main left-hand column, select the Company from which a Project Menu is to be-deleted;

2. Click on the Project Menus tab under the Company selected;

3. Right-click on the Project Menu to be delete and select Delete Menu;

4. A message will pop asking for a confirmation of the deletion request; click Yes to delete the Project Menu.

Creating a Project is illustrated in Figure 51. The process is as follows:

1. From the main left-hand column, select the Company for which a Project is to be created;

2. Click on the Projects tab under the Company selected;

3. Right-click in the Project window and select Create Project;

4. Enter the new Project name in the Name field;
5. Enter the Project Alias in the Alias field;

6. Enter the Project Description in the Description field;

7. Click the Apply button to save the Project; a list of Project types will appear in the left-hand portion of the Projects window. Select one of these types (the Project Types can be configured separately as is explained below, in the portion of this document pertaining to configuration of the Phone, Predictive, Chat, Email, and Web Callback types).

Modifying a Project is illustrated in Figure 52. The process is as follows:

1. From the main left-hand column, select the Company in which a Project is to be modified;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be modified and select Edit Project;

4. Make any necessary changes; if any changes are made to the Project types, click on the Save button within each type tab to save the update;

5. Click Apply to save the changes and click OK to return to the main Project window.

To delete a Project, perform the following steps:

1. From the main left-hand column, select the Company from which a Project is to be deleted;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be deleted and select Delete Project;

4. A message will pop asking for a confirmation of the deletion request; click the OK button to delete the Project.

In the Administration Manager, a Project may be one of five types: (1) Phone, (2) Predictive, (3) Chat, (4) Email, and (5) Web Callback. Figures 53 and 54 illustrate transforming a previously-created Project into a Phone-type Project. The process is as follows:

1. From the main left-hand column, select the Company to in which a Project is to be transformed into a Phone Project;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be modified and select Edit Project;

4. Select the Phone Project type from the left-hand column in the Project window;

5. Enter the phone number to be used for routing in the DNIS field;

6. On the Routing sub-tab select Route to Workgroup Extension, Route to Workgroup Fax, an Route to Agent Extension, Route to Agent Fax, or a Menu;

7. Select a Script to be played from the Script drop-down list and/or a Q&A from the Q&A drop-down list;

8. Select whether to validate the ANI by selecting Yes, No, or Only if not Received from the Validate ANI section;

9. To get a customer's identification when the customer calls in (and the ID has not yet been determined) , select Yes from the Get Custom ID section;

10. When done with the Routing sub-tab, select the Options sub-tab to finish the configuration;

11. To have the Follow Me Option enabled for the Project's Phone Type, select the check box next to Enable Follow Me, located under the Define Follow Me Menu section;

12. To have a Menu played before or after a caller reaches the Project's Voice Mail, select a Menu from the Before VM drop-down list or from the After VM drop-down list, located under the Voice Mail Menu Options;

13. Scroll down from the Options sub-tab and click on the Save button to apply the configuration to the selected Project;

14. Click Apply to save the Project's Phone Type and click OK to return to the main Project window.

Figure 55 illustrates transforming a Project into a Predictive Project. The process is as follows:

1. From the main left-hand column, select the Company in which a Project is to be transformed;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be transformed and select Edit Project;

4. Select the Predictive Project type from the left-hand column in the Project window;

5. Select a workgroup for the Predictive Project by selecting one from the Workgroup drop-down list located under the Projects Predictive section;

6. Enter the minimum number of Predictive calls for the Project in the Minimum field;

7. Enter the maximum number of Predictive calls for the Project in the Maximum field;

8. Select a Script ID for the Predictive type from the Script ID drop-down list;

9. Select a Q&A URL for the Predictive type from the QA
URL drop-down list;

10. Click the Save button to apply the configuration to the selected Project;

11. Click Apply to save the Project's Predictive Type and click OK to return to the main Project window.

Figure 56 illustrates transforming a Project into a Chat Project. The process is as follows:

1. From the main left-hand column, select the Company in which a Project is to be transformed 2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be transformed into a Chat type Project and select Edit Project;

4. Select the Chat Project type from the left-hand column in the Project window;

5. Select Project Chat Workgroup Name from the Workgroup Name drop-down list;

6. Select the First Push Page for the Project Chat type from the First Push Page drop-down list;

7. Enter a time (in seconds) into the First Push Page Time field to determine when the first page is to be pushed to the caller;

8. Select URLs from the drop-down lists to determine the Last Page, Disconnect Page, and No Agents Available page, as needed;

9. Click the Save button to apply the Chat configuration to the selected Project;

10. Click Apply to save the Project's Chat Type and click OK to return to the main Project window.

The Administration Manager provides the capability to push a set of pages from an Auto Push URL List to a caller while the caller is waiting to receive a Chat message from an Agent. Adding pages to the Auto Push URL List is illustrated in Figure 57. The process is as follows:

1. Right-click on the Project for which push pages are to be created and select Edit Project;

2. Select the Chat Project type from the left-hand column in the Project window;

3. Select a URL from the Push URL List drop-down list and enter the time duration the page will be displayed in the Set Time field (the Push URL List is discussed later in this document);

4. To add the page to the Auto Push List, click the Add button;

5. To delete a previously added page, select that page from the list and click the Delete button;

6. To save the push URL list to the Project, click the Save button from the Project Chat section;

7. Click Apply to save the Project and click the OK
button to return to the main Project Window.

Figure 58 illustrates transforming a Project into an Email Project. The process is as follows:

1. From the main left-hand column, select the Company in which a Project is to be transformed into an Email Project type;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be transformed and select Edit Project;

4. Select the Email Project type from the left-hand column in the Project window;

5. Enter the SMTP Host name into the SMTP Host field;
6. Enter the SMTP Port number into the SMTP Port field;
7. Enter the POP Address into the POP Address field;

8. Enter the POP Host name and POP Password into the respective POP Host and POP Password field;

9. Enter the POP User name into the POP User field;

10. Select the Workgroup ID for the Email type from the Workgroup ID drop-down list;

11. To enable Reply for the Email type, select the check box next to Reply Enabled;

12. Click the Save button to apply the Email configuration to the selected Project;

13. Click Apply to save the Project's Email Type and click OK to return to the main Project window.

Figure 59 illustrates transforming a Project into a Web Callback Project. The process is as follows:

1. From the main left-hand column, select the Company in which a Project is to be transformed;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to be transformed and select Edit Project;

4. Select the Web Callback Project type from the left-hand column in the Project window;

5. Select the Workgroup for the Web Callback type from the Workgroup ID drop-down list;

6. If a Script is to be associated with the Web Callback type, select one from the Script drop-down list;

7. If a Q & A is desired for the Web Callback type, select one from the Q & A drop-down list;

8. Select the page to be displayed when the Web Callback is successful from the URL OK drop-down list;

9. Select the page to be displayed when the Web Callback is unsuccessful from the URL Error drop-down list;
10. Click the Save button to apply the Web Callback configuration to the selected Project;

11. Click Apply to save the Project's Web Callback Type and click OK to return to the main Project window.

A Project may be associated with various Email and Fax Templates from the libraries of templates (discussed at a later point in this document) that the Agents assigned to the Project may find useful. Adding Email Templates to a Project is illustrated in Figure 60. The process for adding and removing Email Templates is as follows:

1. From the main left-hand column, select the Company with the Project in which Email Templates are to be added;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project in which the Email Templates are to be added and select Project Emails;

4. Select the appropriate Email Template from the Email Library list and then click on the (>) button to add that Template; to add all the Templates to the Email Templates in the Project window, click on the (>>) button;

5. To delete Email Templates from the list of Templates in the Emails in the Project, click on the (<) button; to remove all the Templates from the Project, click on the (<<) button;

6. Click Apply to save the changes made and click the OK button to return to the main Project window.

Adding Fax Templates to a Project is illustrated in Figure 61. The process for adding and deleting Fax Templates is as follows:

1. From the main left-hand column, select the Company with the Project in which Fax Templates are to be added;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project to which Fax Templates are to be added and select Project Faxes;

4. Select the appropriate Fax Template from the Fax Library list and then click on the (>) button to add that Template; to add all the Templates to the Faxes in Project window, click on the (>>) button;

5. To delete Fax Templates from the list of Templates in the Faxes in Project, click on the (<) button to delete that Template; to remove all the Templates from the Project, click on the (<<) button;

6. Click Apply to save the changes made and click the OK button to return to the main Project window.

Abandoned ACD calls may be automatically returned to the Workgroup to which they had been originally routed.
Modifying a Workgroup to enabling this feature is illustrated in Figure 62. The process is as follows:

1. From the main left-hand column, select the Company to be modified;

2. Click on the Workgroups tab under the Company selected;

3. Right-click on the Workgroup to which abandoned ACD
calls will be automatically routed and select Edit Workgroup;

4. Select the Enable Call Back check box in the ACD
Options section to have abandoned ACD calls returned;

3. Click Apply to save the changes to the Workgroup and click the OK button to return to the main Workgroup window.
Reports The Reports tab in the Administration Manager is used for generating and displaying reports of data pertaining to the operation of the call center. For example, reports can be used for tracking information about the efficiency of Agents, as well as the volume of calls made and received through the call center. Such reports can be useful in computing billing costs and estimating customer satisfaction through Outcome notes.

The Login Details Report displays login dates, times, and durations for the Agents. Figure 63 illustrates defining a Login Report. The process is as follows:

1. From the main left-hand column, select the Company for which a Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the Login Details radio button in the Report Requested section;

6. To generate a Report for all Agents, select the All Agents radio button in the Include Agents section; to generate a Report for a specific Agent, select the radio button next to the list of Agents and select that Agent from the drop-down list;

7. Enter a Start Date and End Date under the Period Covered field to specify the dates to be included in the Report;

8. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

Figure 64 illustrates enabling generation of a Summary Report. The process is as follows:

1. From the main left-hand column, select the Company for which a Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the Summary radio button in the Report Requested section;

6. To generate a Report for all Agents, select the All Agents radio button in the Include Agents section; to generate a Report for a specific Agent, select the radio button next to the list of Agents and select that Agent from the drop-down list;

7. Enter a Start Date and End Date under the Period Covered field to specify the dates to be included in the Report;

8. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

Figure 65 illustrates enabling generation of an ACD
Interval Report. The process is as follows:

1. From the main left-hand column, select the Company for which a Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the ACD Interval radio button in the Report Requested section;

6. Select Interaction statistics to be generated in the Report by selecting a combination of highlighted interaction types under the Interaction Type section; the Interaction types include ACD Calls, ACD Callbacks, Web Calls, E-mails, Faxes, and Chats; select the check box for the interaction statistics to be included in the Report;

7. Choose a Project or a Workgroup to be included in the Report by selecting the corresponding radio button in the Project/Workgroup section; if the Specific Project or Specific WG radio buttons is selected, select the specific Project/Workgroup from the drop-down list;

8. Select the interval in minutes from the Call Interval section in the "Break down by" drop-down list;

9. Select the interval in seconds from the Calls Answered section from the Within drop-down list (this function records the percentage of calls answered within so many seconds and then the rest of the calls after that time) ;

10. Select a Start Date and End Date under the Period Covered field to specify the dates to be included in the Report;

11. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

An Outcome Report provides statistics relating to the results of Agents' interactions with the callers. Figure 66 illustrates defining an Outcome Report. The process is as follows:

1. From the main left-hand column, select the Company for which you an Outcome Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the Outcome radio button in the Report Requested section;

6. To generate a Report for all Agents, select the All Agents radio button in the Include Agents section; to generate a Report for a specific Agent, select the radio button next to the list of Agents and select the Agent from the drop-down list;

7. Choose the Project or Workgroup to be included in the Report by selecting the corresponding radio button in the Project/Workgroup section; if the Specific Project or Specific WG radio buttons is selected, select the specific Project/Workgroup from the drop-down list;

8. Enter a Start Date and End Date under the Period Covered field to specify the dates to be included in the Report;

9. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

Figure 67 illustrates defining an Agent Interaction Report. The process is as follows:

1. From the main left-hand column, select the Company for which the Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the Agent Interactions radio button in the Report Requested section;

6. Choose the Interaction statistics to be included in the Report by selecting a combination of interaction types under the Interaction Type section; the Interaction types include ACD Calls, ACD Callbacks, Preview Calls, Predictive Calls, Direct Outbound, Direct Inbound, Web Calls, E-mails, Faxes, Chats, In Ext, and Out Ext; select the check box for the interaction statistics to be included in the Report (e.g., to choose all interaction types, select the All check box) ;

7. To generate a Report for all Agents, select the All Agents radio button in the Include Agents section; to generate a Report for a specific Agent, select the radio button next to the list of Agents and select that Agent from the drop-down list;

8. Choose the Project or Workgroup to include in the Report by selecting the corresponding radio button in the Project/Workgroup section; if the Specific Project or Specific WG radio buttons are selected, select the specific Project/Workgroup from the drop-down list;

9. Enter a Start Date and End Date under the Period Covered field to specify the dates to be included in the Report;

10. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

Figure 68 illustrates defining an Agent Information Report that displays information pertaining to specified Agents, such as their extensions, phone numbers, MSI IDs, and email addresses. The process is as follows:

1. From the main left-hand column, select the Company for which the Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the Agents Information radio button in the Report Requested section;

6. Choose the Project or workgroup to be included in the Report by selecting the corresponding radio button in the Project/Workgroup section; if the Specific Project or Specific WG radio buttons is selected, select the specific Project/Workgroup from the drop-down list;

7. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

Figure 69 illustrates creation of a Project Schedule Report that displays, for example, the Schedule of Projects that each Agent in the Company is performing. The process for creating this type of Report is as follows:

1. From the main left-hand column, select the Company for which the Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the Project Schedules radio button in the Report Requested section;

6. Click Apply to save the Report and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

A General Statistics Report displays general statistical information pertaining to all chosen Interactions, Averages, Percentage Statistics, and Billing and Answered Calls percentages. Figure 70 illustrates creation of the General Statistics Report. The process for creating this Report is as follows:

1. From the main left-hand column, select the Company for which the Report is to be created;

2. Click on the Reports tab under the Company selected;
3. Right-click in the Reports window and click on Create Report;

4. Enter a name and a description of the Report in the respective Report's Name and Description fields;

5. Select the General Statistics radio button in the Report Requested section;

6. Choose the Interaction statistics to be included in the Report by selecting a combination of interaction types under the Interaction Type section; the Interaction types include ACD Calls, ACD Callbacks, Preview Calls, Predictive Calls, Direct Outbound, Direct Inbound, Web Calls, E-mails, Faxes, Chats, In Out, and Out Ext; select the check box for the interaction statistics to be included in the Report; to select all interaction types, select the All check box;

7. Enter the number of seconds for the Billing Units in the Billing Units field in the Calls Billing Information section; enter a corresponding amount for the unit cost in dollars in the Unit Cost field, also in the Calls Billing Information section;

8. To generate a Report for all Agents, select the All Agents radio button in the Include Agents section; to generate a Report for a specific Agent, select the radio button next to the list of Agents, and select the Agent from the drop-down list;

9. Choose the Project or Workgroup to be included in the Report by selecting the corresponding radio button in the Project/Workgroup section; if the Specific Project or Specific WG radio buttons is selected, select the specific Project/Workgroup from the drop-down list;

10. Select the interval in seconds from the Calls Answered section from the Within drop-down list; this function records the percentage of calls answered within so many seconds;

11. Enter a Start Date and an End Date under the Period Covered field to specify the dates to be included in the Report;

12. Click Apply to save the Report'and click OK to return to the main Reports window, or click the Load Report button to view a previously created Report.

Figure 71 illustrates deletion of a previously generated Report. The Report deletion process is as follows:

1. From the main left-hand column, select the Company whose Report is to be deleted;

2. Click on the Reports tab under the Company selected;
3. Right-click on the Report to be deleted and click on Delete Report;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Report.

Figure 72 illustrates printing a previously generated Report. The process is as follows:

1. From the main left-hand column, select the Company whose Report is to be printed;

2. Click on the Reports tab under the Company selected;
3. Right-click on the Report you wish to print and click on Print Report.

Schedules Schedules can be created to establish the dates and times a particular Project is active. In this way, certain resources, e.g., DNIS, can service more than one Project during a given period. Note that the Current Project is the Project that is running when the new Schedule is to take over. Also note that one Project automatically ends when another Project begins.

Consider the following example of creating two scheduled Projects: "ProjectOne" is to run from 8 a.m. - 8 p.m. Monday through Friday; "ProjectTwo" should run from 8 p.m. - 8 a.m. Monday through Friday and all day Saturday and Sunday. The two Projects are listed in both the Current Project and New Project drop-down lists of the Administration Manager. Assign a name to the first Schedule, e.g., "ScheduleOne," and select an appropriate DNIS from the drop-down list. Select the Project that is currently running in the Current Project drop-down list.

Next, select "ProjectOne" from the New Project drop-down list. Enter 1108:00" in the Time field and select the check boxes next to Monday through Friday. Then save the Project.
Now, assign a different name the second Schedule, e.g., "ScheduleTwo," and select the same DNIS as was used for "ScheduleOne." Select "ProjectOne" from the Current Project drop-down list and "ProjectTwo" from the New Project drop-down list. Enter "20:00" in the Time field, select the check boxes next to Monday through Friday, and save the Project.

The process of creating a Schedule is illustrated in Figure 73. The steps of the process are as follows:

1. From the main left-hand column, select the Company for which a Schedule is to be added;

2. Click on the Schedule tab under the Company selected;

3. Right-click in the Schedule window and select Add Schedule;

4. Enter a new Schedule Name in the Schedule Name field;

5. Fill in the appropriate Project Information by selecting the appropriate DNIS, Current Project, and New Project from the respective drop-down lists;

6. Enter a time in the respective Time field;

7. Select a day when the new Project is to take over by clicking the corresponding check box next to the day in the Day section;

8. Click Apply to save the Schedule and click OK to return to the main Schedule window.

Editing a Schedule is illustrated in Figure 74. The editing process is as follows:

1. From the main left-hand column, select the Company whose Schedule is to be edited;

2. Click on the Schedule tab under the Company selected;

3. Right-click on the Schedule to be edited and select Edit Schedule;

4. Make any necessary changes to the Schedule information;

5. Click Apply to save the changes and click OK to return to the main Schedule window.

Deletion of an existing Schedule is illustrated in Figure 75. The deletion process is as follows:

1. From the main left-hand column, select the Company whose Schedule is to be deleted;

2. Click on the Schedule tab under the Company selected;

3. Right-click on the Schedule to be deleted and select Delete Schedule;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Schedule.

URL Library As was discussed in relation to Chat Projects, an Agent can push specific web pages to a caller while being engaged in a Chat with the caller via the Interaction Manager ACD
Chat tab. These pages must exist in the call center, and when identified in the Administration Manager, they will appear in a list of URLs when the Agent selects the URL
Library button on the ACD Chat tab in the Interaction Manager. URL Libraries are not specific to each Chat Project. This means that once they have been defined in the URL Library window, they need to be added to a Chat Project on the Projects tab.

Figure 76 illustrates the steps of the process of creating a URL for the URL Library. The steps are listed below:

1. From the main left-hand column, select the Company to which a URL is to be added;

2. Open the Library link and click on the URL tab under the Company selected;

3. Right-click in the URL window and select Add URL;

4. Enter a name for the URL in the Name field;

5. Enter the full URL path in the URL field; define the name of the screen pop as well as the full URL path to the html Q&A web page, which can reside on the server;

6. Enter a description of the URL in the Description field;

7. Click Apply to save the URL and click OK to return to the main URL Library window.

Figure 77 illustrates the steps of the process of modifying an existing URL in the URL Library. The steps are:

1. From the main left-hand column, select the Company in which an existing URL is to be modified;

2. Open the Library link and click on the URL tab under the Company selected;

3. Right-click on the URL that needs to be modified and select Edit URL;

4. Make the necessary modifications;

5. Click Apply to save the changes and click OK to return to the main URL Library window;

Figure 78 illustrates the process of deleting an existing URL from the URL Library. The steps of the process are as follows:

1. From the main left-hand column, select the Company from which a URL is to be deleted;

2. Open the Library link and click on the URL tab under the Company selected;

3. Right-click on the URL that needs to be deleted and select Delete URL;

4. A message will pop asking for confirmation of the deletion request; click the OK button to delete the URL.

Email Library By using Email Templates from the Email Library, Agents can send pre-designed email messages to the callers. Once designed in the Administration Manager, an Agent can select an appropriate template from the list of Email Templates that appears when the E-Mail button is selected from the Contact tab of the Interaction Manager.

Creating an Email Template for the Email Library is illustrated in Figure 79. The process for creating an Email Template is as follows:

1. From the main left-hand column, select the Company for which an Email Template is to be created;

2. Open the Library link and click on the Email tab under the Company selected;

3. Right-click in the Email window and click on Add Email;

4. Enter a name for the Email Template in the Name field.

5. Select a URL from the URL drop-down list that corresponds to the new Email Template;

6. Enter a description for the Email Template in the Description field;

7. Enter the Subject that is to be read on the email in the Subject field;

8. Enter the URL for the body of the email in the Body URL field;

9. If there is a file that is to be attached to the Email Template, enter the file into the File Attachment field;

10. Click Apply to save the Email and click OK to return to the main Email Library window.

Figure 80 illustrates the process of modifying an Email Template in the Email Library. The process is as follows:

1. From the main left-hand column, select the Company in which an Email Template is to be modified;

2. Open the Library link and click on the Email tab under the Company selected;

3. Right-click on the Email Template to be modified and click on Edit Email;

4. Make any necessary changes to the Email Template configuration;

5. Click Apply to save the changes and click OK to return to the main Email Library window.

Figure 81 illustrates the process of deleting an existing Email Template. The process is as follows:

1. From the main left-hand column, select the Company from which an Email Template is to be deleted;

2. Open the Library link and click on the Email tab under the Company selected;

3. Right-click on the Email to be deleted and click on Delete Email;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Email template.

Fax Library Agents can send pre-designed fax files to clients.
This is similar to the use of Email Templates described immediately above. The fax file should be available to the host server, and should be identified in the Administration Manager. Then, by selecting the Send Fax button from the Contact tab of the Interaction Manager, an Agent can send a fax to a caller either during or after conversation with the caller.

Figure 82 illustrates creation of a Fax object for the Fax Library. The process of creating a Fax object is as follows:

1. From the main left-hand column, select the Company for which a Fax Template is to be created;

2. Open the Library link and click on the Faxes tab under the Company selected;

3. Right-click in the Fax window and click on Add Fax;
4. Enter a name for the Fax Template in the Name field;
5. Select a URL from the URL drop-down list that corresponds to the new Fax Template;

6. Enter a description of the Fax Template in the Description field;

7. Enter the filename of the Fax Template in the filename field (e.g., tiff filename field for a tiff-type template);

8. Click Apply to save the Fax template and click OK to return to the main Fax Library window.

Other formats can be used instead of, or together with, the tiff format used in the example above.

Figure 83 illustrates the process of modifying a Fax Template in the Fax Library. The process is as follows:

1. From the main left-hand column, select the Company to in which a Fax Template is to be modified;

2. Open the Library link and click on the Faxes tab under the Company selected;

3. Right-click on the Fax Template to be modified and click on Edit Fax;

4. Make any necessary changes to the Fax Template configuration;

5. Click Apply to save the changes and click OK to return to the main Fax Library window.

Figure 84 illustrates the process of deleting a Fax Template from the Fax Library. The process is as follows:

1. From the main left-hand column, select the Company from which a Fax Template is to be deleted;

2. Open the Library link and click on the Faxes tab under the Company selected;

3. Right-click on the Fax to be deleted and click on Delete Fax;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Fax.

Agent Status Library The Administration Manager provides a capability to create Agent Status objects. Such objects pertain to the states of the individual Agents, such as Talking, signifying that the Agent is interacting with a caller; Wrapup, signifying that the Agent is within the time period immediately following an end of an interaction with a caller; and Available, meaning that the Agent is available to receive another interaction.

Figure 85 illustrates the process of defining an Agent Status object for the Agent Status Library, where these objects are stored. The process is as follows:

1. From the main left-hand column, select the Company to which an Agent Status object is to be added;

2. Open the Library link and click on the Agent Status tab under the Company selected;

3. Right-click in the Agent Status window and click on Add Agent Status;

4. Enter a name for the Agent Status in the Agent Status Name field;

5. Enter a description for the Agent Status in the Description field;

6. Click Apply to save the Agent Status and click OK to return to the main Agent Status Library window.

Figure 86 illustrates the process of modifying a previously defined Agent Status object. The process is as follows:

1. From the main left-hand column, select the Company in which an Agent Status object is to be modified;

2. Open the Library link and click on the Agent Status tab under the Company selected;

3. Right-click on the Agent Status to be modified and click on Edit Agent Status;

4. Make any necessary changes to the Agent Status configuration;

5. Click Apply to save the changes and click OK to return to the main Agent Status Library window.

Figure 87 illustrates the process of deleting a previously defined Agent Status object. The process is as follows:

1. From the main left-hand column, select the Company from which an Agent Status object is to be deleted;

2. Open the Library link and click on the Agent Status tab under the Company selected;

3. Right-click on the Agent Status to be deleted and click on Delete Agent Status;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Agent Status.

Agent Departure Reason Library As was discussed above in relation to Figure 23, the Administration Manager allows the Company to document the time of and the reason for departure of an individual Agent.

The Agent Departure Reason Library is the library of pre-defined standard reasons that can be associated with specific departures.

Defining an Agent Departure Reason object is illustrated in Figure 88. The process is as follows:

1. From the main left-hand column, select the Company to which an Agent Departure Reason is to be added;

2. Open the Library link and click on the Agent Departure Reason tab under the Company selected;

3. Right-click in the Agent Departure Reason window and click on Add Agent Departure Reason;

4. Enter a reason for the Agent's Departure in the Departure Reason field;

5. Click Apply to save the Agent Departure Reason and click OK to return to the main Agent Departure Reason Library window;

Figure 89 illustrates the process of modifying a previously defined Agent Departure Reason. The process is as follows:

1. From the main left-hand column, select the Company in which an Agent Departure Reason is to be modified;

2. Open the Library link and click on the Agent Departure Reason tab under the Company selected;

3. Right-click on the Agent Departure Reason to be modified and click on Edit Agent Departure Reason;

4. Make any necessary changes to the Agent Departure Reason;

S. Click Apply to save the changes and click OK to return to the main Agent Departure Reason Library window.
Figure 90 illustrates the process of deleting a previously defined Agent Departure Reason. The process is as follows:

1. From the main left-hand column, select the Company from which an Agent Departure Reason is to be deleted;

2. Open the Library link and click on the Agent Departure Reason tab under the Company selected;

3. Right-click on the Agent Departure Reason to be deleted and click on Delete Agent Departure Reason;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Agent Departure Reason.

Push URL Library The Push URL Library is a library for centrally organizing pre-defined URLs that can be pushed to a caller while the caller awaits to receive a Chat message from an Agent.

Figure 91 illustrates the process of adding a Push URL
to the Push URL Library. The steps of the process are as follows:

1. From the main left-hand column, select the Company to whose Push URL Library a Push URL is to be added;

2. Open the Library link and click on the Push URL tab under the Company selected;

3. Right-click in the Push URL window and select Add Push URL;

4. Enter a name for the Push URL in the Name field;

5. Select a URL from the URL drop-down list that corresponds to the new Push URL;

6. Enter a description of the Push URL in the Description field;

7. Click Apply to save the Push URL and click OK to return to the main Push URL Library window.

Figure 92 illustrates the process of modifying a Push URL in the Push URL Library. The steps of the process are as follows:

1. From the main left-hand column, select the Company in whose Push URL Library a Push URL is to be modified;

2. Open the Library link and click on the Push URL tab under the Company selected;

3. Right-click on the Push URL to be modified and select Edit Push URL;

4. Make any necessary changes to the Push URL
configuration;

5. Click Apply to save the changes and click OK to return to the main Push URL Library window.

Figure 93 illustrates deletion of a Push URL from the Push URL Library. The steps of the process are as follows:
1. From the main left-hand column, select the Company from whose Push URL Library a Push URL is to be deleted;

2. Open the Library link and click on the Push URL tab under the Company selected;

3. Right-click on the Push URL to be deleted and select Delete Push URL;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Push URL.

Outcome Library An Outcome is an object describing the result of an interaction with a caller. Examples of calls with Outcomes could be a caller with a question, a potential client calling for product info, or a call needing technical support. For these and many other calls, it becomes more efficient to label the result of the interaction. Whether the call was completed successfully, remains pending, or should be returned by another Agent, it may be useful to label the end result in order to promote efficient call handling and facilitate statistical analysis. The Outcome Library is used as a logical location for organizing the various existing Outcomes.

Adding a new Outcome to the Outcome Library is illustrated in 94. The process of adding an outcome is as follows:

1. From the main left-hand column, select the Company to whose Outcome Library a new Outcome object is to be added;

2. Open the Library link and click on the Outcomes tab under the Company selected;

3. Right-click in the Outcome window and click on Add Outcome;

4. Enter a name for the Outcome into the Outcome Name field;

5. Enter a description of the Outcome in the Description field;

6. Click Apply to save the Outcome and click OK to return to the main Outcome Library window.

Figure 95 illustrates the process of modifying an Outcome in the Outcome Library. The steps of the process are as follows:

1. From the main left-hand column, select the Company in whose Outcome Library an Outcome object is to be modified;

2. Open the Library link and click on the Outcomes tab under the Company selected;

3. Right-click on the Outcome to be modified and click on Edit Outcome;

4. Make any necessary changes to the Outcome Information;

5. Click Apply to save the changes and click OK to return to the main Outcome Library window.

Figure 96 illustrates deletion of a Push URL from the Push URL Library. The steps of the process are as follows:

1. From the main left-hand column, select the Company from whose Outcome Library an Outcome object is to be deleted;

2. Open the Library link and click on the Outcomes tab under the Company selected;

3. Right-click on the Outcome to be deleted and click on Delete Outcome;

4. A message will pop asking for a confirmation of the deletion request; click OK to delete the Outcome.

Setting Priority to a Project Projects may be assigned different priority levels.
Figures 97 and 98 illustrate the process of assigning a priority level to a project. The process is as follows:

1. From the main left-hand column, select the Company with a Project to be assigned a priority level;

2. Click on the Projects tab under the Company selected;

3. Right-click on the Project and select Set Priority;
4. To give a priority level to the selected Project, click the Priority Level radio button and then select a number (1-5) from the drop-down list to specify the priority level;

5. To have a Custom Priority level, select the Custom Level radio button and then fill out the remaining fields;

6. To configure the Custom Level, enter an SQL Query which will determine how the Projects are prioritized;
depending on the SQL Query, there will be an integer or a string produced;

7. If there is an error in the SQL Query, or if there is no result, select a Project from the Default Result Call to drop-down list to determine the Default Result Project;

8. Depending on the SQL Query, there will be an integer or string produced; if the result is an Integer, then enter a number in the "If Result =" field to determine that Project's typical result integer response;

9. Select Projects from the three drop-down lists that correspond to the integer being equal to, greater than, or less than the integer previously entered; this determines where the Integer Response will be routed depending on the SQL Query result;

10. If the SQL Query result is a string, go through steps 11-15 to configure String Responses;

11. Depending on the SQL Query, there can be multiple String Responses; the Administrator adds all the String Responses that correspond to that SQL Query;

12. Enter a possible String Response in the "If Response =" field;
then select the Project that the String Response will route to from the "Route Call to" field;

13. Click the Add button to add that String Response to the list of Responses seen at the far right of the String Response sub-tab;

14. Repeat steps 12 and 13 until all corresponding String Responses are added;

15. Click Apply to save the priority level for the Project and click OK
to return to the main Project window.

Call Center Embodiments In embodiments, a software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real-time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real-time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.

A first embodiment of the call center is designed for interfacing between two types of telecommunications equipment, such as a switch in the public switched telephone network and CPE.

The call center of this embodiment has a network signaling interface (NSI) for receiving telephone calls from the switch and a CPE signaling interface (CPESI) for forwarding the calls to the CPE. A processor is connected to the NSI
and CPESI. Both interfaces and the server operate under direction of a controller.
The processor detects the type of each received call (e.g., voice, fax, data) and extracts network routing and/or origination information from the calf, and transmits the routing and origination information to the controller. The controller decides on the specific destination address for the call (e.g., endpoint agent or service), creates new routing information, and may insert additional information in the call. The controller then instructs the processor to forward the call to the CPE.
The processor may also include a conference organizer to connect conference calls between the agents and outside callers.

The controller receives the routing and type information from the processor and accesses a database using at least a portion of the network routing, origination, and destination information as a retrieval key. For example, the controller can decide on the most appropriate agent to service the call based on the residence address associated with the origination information in the database and the call's DNIS.

FIG. 99 shows the logical placement of call center System 10 (CALL
CENTER 10) in a telephone network comprised of class 4 tandem soft/packet or circuit switch or mobile tandem switch 20 and class 4 tandem soft/packet or circuit switch or mobile tandem switch 30. The communications link between switch 20 and CALL CENTER 10 is T1 digital carrier, El digital carrier, or packet-based carrier 25. This communications link transmits in-band or packet-based network routing and/or origination information in the form of, for example, ANI
information and/or DNIS information, along with regular telephone communications. CALL
CENTER 10 detects the ANI information on each channel of T1 or El digital carrier or packet-based carrier 25 and transmits it, out-of-band, on a communications link 35 to equipment 37.

Host Server and other Group Two CALL CENTER Resources 37 utilize the out-of-band information in a manner which will be set forth in detail below to provide CALL CENTER 10 with address information for each channel.
CALL CENTER 10 then accesses the communications link between CALL

CENTER 10 and switch 30, i.e., carrier 26, and transmits on each channel an in-band address which is determined from the network routing and/or origination information obtained from each channel on carrier 25 and from the information transmitted back to CALL CENTER 10 from Host Server and other Group Two Call Center Resources 37 over data link 35. Although we have shown the telephone network in FIG. I to be comprised of class 4 tandem soft/packet or circuit switches or mobile tandem switches 20 and 30, it should be appreciated that this is not meant to limit the environment where the present invention may be utilized. Specifically, a telephone network which utilizes embodiments of the present invention may be the public switched telephone network (PSTN) or it may be a private network. In either case, each of the switches 20 and 30 may be a toll center switch, an operator service centers, an interexchange carrier, a point of presence switch, or any similar apparatus.

Further, although communications link 25 and 30 are shown as T1 or El digital carriers or packet-based carriers, the specific type of the links used is not critical; various other links can be used, including the following: analog E&M
signaling trunks, Frame Relay, Cellular Packet Data, ATM Network, or TCP/IP
Network.

FIG. 100 shows the logical placement of CALL CENTER 40 in a business environment where CALL CENTER 40 provides an interface between a PSTN or other network comprised of class 4 tandem soft/packet or circuit switch or mobile tandem switch 20, and a business customer premises equipment (business CPE) comprised of digital Private Branch Exchanges (PBX) 50. The communications link between switch 20 and CALL CENTER 40 is a T1 or El digital carrier or packet-based carrier 25. This communications link transmits network routing and/or origination information in the form of, for example, 10 ANI
information and/or DNIS information along with regular telephone communications. CALL CENTER 40 detects the ANI information on each channel of carrier 25 and transmits it, out-of-band, on a communications link 45 to equipment 47, which utilizes the information in a manner that will be set forth in detail below to provide CALL CENTER 40 with address information. CALL
CENTER 40 then accesses the communications link between CALL CENTER 40 and digital PBX 50, i.e., carrier 26, and transmits an in-band address on each channel; the address is determined from the network routing and/or origination information obtained from each channel on carrier 25, and from the information transmitted back to CALL CENTER 40 from host 47 over data link 45.

Again, the telephone network which utilizes the present invention may be PSTN or a private network; and the class 4 tandem soft/packet and circuit switch or mobile tandem switch 20 may be a toll center switch, operator service center, an interexchange carrier, point of presence switch, or other similar apparatus. Further, although, we have shown the business CPE in FIG. 100 to be comprised of digital PBX 50, it should be appreciated that this is not meant to limit the environment where the present invention may be utilized. Specifically, a business environment that utilizes embodiments of the present invention may be an automatic call distributor (ACD) or similar equipment. Finally, the type of communications links 25 and 26 is not critical. Each link may be any one of a number or digital or analog communications links, including analog E&M
signaling trunks, Frame Relay, Cellular Packet Data, ATM Network, or TCP/IP Network.
FIG. 101 shows a block diagram of CALL CENTER 100 in accordance with the present invention. Here, CALL CENTER 100 is connected by lines 120 to the public telephone network, and by lines 130 to business customer premises equipment (business CPE), such as a PBX, an ACD, or other similar business CPE.

Before we describe the embodiment of CALL CENTER 100 in detail and set forth how it provides its inventive functions, we provide an overview of its general operation.

The CALL CENTER receives a telephone call signal with in-band or packet-based network routing and/or origination information. The CALL CENTER
detects and decodes the routing information and accesses a database, either local or remote, using at least a portion of the routing information as a retrieval key to retrieve information pertaining to the calling party and the called party. For example, the retrieved information may indicate the calling party's name, address, history of prior transactions, the type of transaction, and a particular type of operator to handle the transaction. The in-band information may indicate that the calling party desires to purchase a particular type of product; for example, a multiplicity of incoming "800" number requests may all be routed by the PSTN
or other network to a particular business PBX; the last four numbers of the telephone number may indicate a specific type of purchase transaction and, as a result, the received information would correspond to the address at the CPE that handles such transactions; it may also include the address of the next available workstation or mobile device that handles such transactions. Using the retrieved information, the CALL CENTER sends the incoming telephone call signal to the CPE after it inserts new network routing and/or origination information, or reroutes the call signal to an address at the CPE, so that the signal is routed by the CPE to the desired called party (agent).

As shown in FIG. 101, CALL CENTER 100 is comprised of network signaling interface (NSI) 140. NSI 140 provides access over lines 120 from the PSTN to CALL CENTER 100. NSI 140 appears to the PSTN or other network to be physically identical to a business CPE, such as a PBX or an ACD. Further, although NSI 140 may operate on an analog or digital basis, it is capable of performing the following functions: (1) recognize an incoming request for service from a calling party using the PSTN or other network over lines 120 and be able to report same to controller 180 of CALL CENTER 100 over lines 185; and (2) acknowledge a request for service from the PSTN or other network over lines in response to commands transmitted thereto over lines 185 from controller 180.

Note that in some embodiments, some of lines 120 may service a single party, while other lines 120 may service a multiplicity of parties by means of a multiplex scheme such as that used on T1, E1, or packet-based carriers.

NSI 140 is preferably built with one or more of the following products: digital telephony interface D240SC-T-1 boards, digital telephony interface D480SC-2-T-1 boards, or Voice over IP DMIP2431A-T1 boards, all of which are available from Dialogic Corporation, 1515 Route 10, Parsippany, N.J.
07054.

As shown in FIG. 101, CALL CENTER 100 is further comprised of customer premises equipment signaling interface (CPESI) 160. CPESI 160 provides access over lines 130 from CALL CENTER 100 to business CPE. CPESI
160 appears to the CPE to be physically identical to the PSTN; i.e., CPESI 160 "presents" the PSTN to the business CPE. Further, although CPESI 160 may operate on an analog or digital basis, it should be capable of performing the following functions: (1) make a request for service to the business CPE over lines 130 in response to commands transmitted thereto over lines 175 from controller 180; and (2) transmit an in-band destination address, for example a particular extension number, to the business CPE over lines 130 in response to commands transmitted thereto over lines 175 from controller 180; and (3) to detect when the business CPE and the called party, for example a business agent, has answered.
Lines 130 may service a single party, or a multiplicity of parties by means of a multiplex scheme.

CPESI 160 can be implemented with digital telephony interface D240SC-T-1 boards, digital telephony interface D480SC-2-T-1 boards, or Voice over IP DMIP2431A-T1 boards, available from Dialogic Corporation. CPESI 160 may include equipment so as to fully comprise the functions of signaling and support of a direct telephone extension; in such case, one may utilize modular station interface boards or Voice over IP boards, such as MSI/80SC-Global, MSI/240SC-Global, or DMIP2431A-T1, all of which are also available from Dialogic Corporation.

As shown in FIG. 101, CALL CENTER 100 is further comprised of voice, fax, and data processing means 170 (VDPM 170). VDPM 170 provides the following functions:

(1) generate digitized or synthesized progress tone output signals for transmission to NSI 140 over lines 165, for ultimate transmission to the PSTN
or other network over lines 120, and to CPESI 160 over lines 155 for ultimate transmission to the business CPE over lines 130, in response to commands from controller 180 received over lines 195;

(2) detect and decode addressing, i.e., telephone numbers, call progress signals, network routing and/or origination information, and other identification signals, including dual tone multi-frequency signals (DTMF) and multi-frequency tones (MF), that were received from the PSTN over lines 120 and transmitted to VDPM 170 over lines 165, or that were received from the business CPE over lines 130 and transmitted to VDPM 170 over lines 155, and transmit same to controller 180 over lines 195;

(3) code and transmit addressing (i.e., telephone numbers, network routing and/or origination information, and other identification signals, including DTMF and MF) to CPESI 160 over lines 155 in response to commands from controller 180 over lines 195, for ultimate transmission to the business CPE
over lines 130; and (4) transmit audio announcements to the PSTN or to the business CPE.

VDPM 170 can be built with voice communication system D240SC-T1, available from Dialogic Corporation.

As shown in FIG. 101, CALL CENTER 100 is further comprised of connection and switching means 150 (CSM 150). CSM 150 provides the functions of connecting and switching, on an analog or digital basis, individual circuits in NSI
140 to individual voice and data processing circuits within VDPM 170, or to individual circuits within CPESI 160; and the function of connecting and switching, on an analog or digital basis, individual circuits in CPESI 160 to individual voice and data processing circuits within VDPM 170, all in response to commands transmitted thereto over lines 145 from controller 180. Embodiments of CSM 150 are commercially available. For example, one may utilize a portion of the T-1, referred to above, to switch by means of time-division multiplex (TDM) switching. The D240SC-T-1 permits switching between a T-1 digital telephony interface input, which carries 24 telephone conversations, and either an expansion bus on controller 180, which connects to CPESI 160, or to any of the voice processing circuits of VDPM 170.

CALL CENTER 100 of FIG. 101 also comprises controller 180.
Controller 180 manages and coordinates the activity of the components of CALL
CENTER 100. Controller 180 comprises the following parts: a central processing unit 181 (CPU 181), memory and memory controller 182, I/O interfaces 183, and communications interface 190. In addition, controller 180 may comprise a local database for retrieving information pertaining to the received network routing and/or origination information. Communications interface 190 provides communication of various information to an external host computer (not shown) which itself may have a database, and/or a workstation (not shown), which is operated in connection with an external host computer and/or a human operator.
Specifically, in one embodiment, CALL CENTER 100 is comprised of a local database, the information transmitted over communications interface may include ANI and/or DNIS information, and information retrieved from the local database using the ANI and/or the DNIS information, all of which is transmitted in a predetermined format. In another embodiment where CALL CENTER 100 does not include a local database, the information transmitted over communications interface 190 may include the ANI and/or the DNIS information in a predetermined format. In a preferred embodiment of the present invention, controller 180 is an IBM compatible personal computer (PC). Communications interface 190 may be obtained commercially from many sources, such as DCA of Alpharetta, Georgia, and AST of Irvine, Calif.

Although FIG. 101 shows an embodiment of the inventive CALL
CENTER that operates as an adjunct between the PSTN represented by, for example, a tandem switching machine, and a business environment represented by, for example, a digital PBX, the CALL CENTER may also operate as an adjunct between two portions of the PSTN or a private telephone network. In the latter environment, CPESI 160 of FIG. 101 would be replaced by an interface which is capable of performing functions that are analogous to the functions performed by CPESI 160, as described above, with the specific apparatus of the PSTN or the private telephone network with which the interface is to be connected.

We now turn to the flowchart of FIG. 102 describing the operation of CALL CENTER 100 for handling an incoming call. At point 200, CALL CENTER

100 is waiting for a request for service from a calling party over the PSTN or other network. Such requests are typically made in the form of the application of a ringing signal in an analog interface to the PSTN, in the form of a signaling bit transition in a digital interface to the PSTN, or in the header of a packet in the case of a Voice over IP call. Such requests are received, detected, and decoded by NSI 140 (see decision box 205). For example, NSI 140 may detect an incoming telephone call from a calling party customer who is requesting service from the business CPE, or by detecting loop current in a telephone line accessed by the calling party customer; NSI 140 then transmits a message regarding the detection event to controller 180 over lines 185. At point 210, after receiving the message from NSI 140 that a request for service has been detected, controller 180 sends a command to CSM 150 over lines 145, to connect a voice and data processing circuit in VDPM 170 to the circuit in NSI 140 that has the pending request.
Then, controller 180 sends a command to NSI 140 over lines 185 to cause it to acknowledge the request for service. Such acknowledgement generally takes the form of an "off hook" signal presented to the PSTN in an analog interface, or the form of a momentary application of a signaling bit toward the PSTN in a digital interface.

As shown at point 215, A new interaction record message is now sent by the CALL CENTER 100 to the Resource Manager (K, FIG. 106). The interaction record contains information regarding the purpose of the call, and hence the company the call is intended to reach. The Resource Manager keeps information on usage restrictions and class of service for every company, so that the resources can be allocated to them based on their service level. This is where the number of simultaneous interactions allowed per company is managed. The Resource Manager next confirms that the new interaction request is consistent with the number of simultaneous transactions allowed for that company. This information is in the memory dedicated to the Resource Manager, which is updated from the network database whenever new or modified service control entries are made for any company.

At decision point 216, the call is either allowed to continue or terminated. In the case of the call being allowed to continue, the Resource Manager has determined that the service control thresholds for this interaction request have not been exceeded. Based on this verification, the Resource Manager, sends a message back to the CALL CENTER 100 that it is authorized to continue the transaction. Similarly, the Resource Manager will send a verification message to the Collaboration Server (Q, FIG. 106) or the E-mail Distributor (R, FIG. 106), for Internet-based interaction requests. The Resource Manager informs the ACD Server (I, FIG. 106), and the Information Server (G, FIG. 106), that the request has been approved.

In the case of the call being denied and ultimately terminated, the Resource Manager has determined that the service control thresholds for this interaction request have been exceeded. Based on this verification, the Resource Manager sends a message back to the CALL CENTER (P, FIG. 106) that it is not authorized to continue the transaction. The Resource Manager also informs the ACD Server and the Information Server that the request has been denied. In the case of the call being denied, Controller 180 transfers control to point 330 to terminate the interaction with the calling party. Optionally, in this-denial scenario, in the case of a telephone-based transaction, the CALL CENTER 100 may connect the caller to a VDP 170, either to play a busy signal, or an "all circuits busy" message to the caller. In this fashion, requests for interactions are limited as defined by the service control thresholds set for each company. Similarly, the Resource Manager may send a verification message to the Collaboration Server for Internet-based interaction requests. In the case of a video transaction request or a Web Chat request sent via the Web Serviet (T, FIG. 106), an HTML-based screen or voice message will be played asking the caller to try again later.

At point 220, VDPM 170 receives and decodes network routing and/or origination information signals that are sent from the PSTN or other network. Such network routing and/or origination information signals can take the form of dial pulse digits, DTMF digits, MF digits, packetized data, or common channel signaling. The network routing and/or origination information signals will typically be present in DID (Direct Inward Dial), DNIS, ANI, or ISDN
(Integrated Services Digital Network) formats, and are used to automatically identify the destination path for the call, the intended purpose for the call, and/or addressing information concerning the calling party.

At point 230, controller 180, in conjunction with VDPM 170, has collected the network routing/origination information. If controller 180 has a local database, it retrieves a set of data from the local database using at least a portion of the ANI information as a retrieval key. If controller 180 does not have a local database, controller 180 communicates with a remote database in a host computer (not shown) via communications interface 190 and transmits at least a portion of the ANI information to it. In one embodiment of the present invention, the host computer accesses the remote database, retrieves data therefrom, and transmits at least a subset of the data back to controller 180 over communications interface 190. In particular, the subset may include data such as a specific CPE
address of a workstation or operator who has been designated to handle calls of a particular type, or to handle calls from a particular class of calling parties. Further, the subset of data may include the name, address, previous transaction history, and purpose of the call for the particular calling party.

As shown at point 240, controller 180 transmits at least a portion of the subset of data to a workstation over communications interface 190. Such information may be used by the workstation, for example, for displaying a message on a CRT screen or mobile computing device for an agent who will be connected to the calling party, which message may indicate the purpose of the call and possibly additional data in a predetermined format to facilitate an efficient interaction between the calling party and the agent. The workstation or mobile computing device may present the data to the human operator at a predetermined time before the calling party is connected to the human operator or at some predetermined time during their interaction. Alternatively, the predetermined set of data retrieved from the remote database may be transmitted directly to the workstation from the host computer without having to be routed through controller 180. In either embodiment, the end result is that an agent may interact with a calling party after data pertaining to that party is automatically provided for the agent. This saves time required for transmittal of information between the calling party and the agent. For example, a substantial savings in time results in an interaction where the calling party desires to make a purchase and the agent automatically has been provided with the calling party's name and address.
At point 250, controller 180 commands CSM 150 to connect an available voice and data processing circuit from VDPM 170 to an available channel in CPESI 160; this advantageously permits VDPM 170 to perform the signaling. At point 260, controller 180 commands CPESI 160 to make a request for service from the business customer premises equipment (business CPE).
Such request for service may comprise, for example, a ringing signal or a signaling bit state transition.

At point 270, controller 180 commands VDPM 170 to transmit address information over the path selected by CSM 150 towards CPESI 160. This addressing information may be comprised of some, all, or none of the network routing and/or origination information obtained from input line 120 at the start of the interaction, and the addressing information may comprise a portion of the predetermined set of data retrieved from either the local or the remote database.
The addressing information may be useful in directing the business CPE to connect the calling party to a particular agent or workstation that can best interact with the calling party. For example, the network routing and/or origination information, along with at least a portion of the predetermined set of data, may indicate that the calling party is to be connected with an operator who deals primarily with a specific type of transaction, such as the purchase of a particular product, or that the calling party only speaks a particular language. Further, the remote database may include information concerning which one of a multiplicity of appropriate operators who deal with a particular type of transaction is available.

In another embodiment of the present invention, the ACD Server and the CALL CENTER 100 establish a communication link. The ACD Server and the Information Server also establish a communication link. Based on agent availability and available skills, the ACD Server reports to the CALL CENTER

which agent to connect the caller to. Agent availability is determined based on the state of an agent's Agent Desktop Interaction Manager or Mobile Interface (D, FIG. 106). By polling the Agent Desktop Interaction Manager or Mobile Interface clients of the network, the Information Server reports to the ACD Server which agents are available. Similarly, the same availability statistics can be retrieved from mobile agents and cellular, hand-held computers, or other wireless devices.
Available skills are stored in the memory of the ACD Server. Routing algorithms stored in the ACD Server determine the most appropriate agent to send the interaction to. The algorithms are based on agent skills, skill weight, agent cost, and other variables. In such a case, the data transmitted to controller 180 would include addressing information for accessing the selected agent.

At point 280, CPESI 160 awaits an acknowledgement from the business CPE of the request for service from CPESI 160. Such acknowledgement may comprise an off-hook signal presented by the business CPE or the momentary application of a signaling bit change toward CPESI 160. If CPESI 160 does not receive an acknowledgement from the business CPE, controller 180 transfers control to point 330 to terminate the interaction with the calling party.
Alternatively, at point 290, controller 180 may command CSM 150 to connect a circuit from VDPM 170 to the active circuit in NSI 140 and command VDPM 170 to provide a voice announcement to the calling party that the call cannot be completed at this time. Controller 180 then transfers control to point 330 to terminate the interaction with the calling party.

If CPESI 160 receives an acknowledgement from the business CPE, controller 180 causes CPESI 160 (and VDPM 170, if necessary) to complete answer supervision with the business CPE in a manner which is well known to those of ordinary skill in the art.

At point 300, controller 180 may wait to receive a signal from, for example, a remote host computer system over communications interface 190, that an agent is available to service the calling party. If an agent is not available for a predetermined length of time, control is transferred to point 330. If an agent is available, controller 180 commands CSM 150 to connect a circuit from VDPM 170 to the active circuit in CPESI 160, and commands VDPM 170 to provide a voice announcement to the agent to aid in the call identification process (this optional step is not shown).

At point 310, controller 180 commands CSM 150 to disconnect any circuits in VDPM 170 that are connected to either the NSI 140 circuit or the CPESI
160 circuit, and to connect the calling party interfaced with NSI 140 to the business CPE interfaced with CPESI 160. This provides a full connection or communications path between the calling party and the agent, workstation, or mobile computing device.

As shown at point 320, the communications path remains intact until NSI 140 detects a disconnect signal from the PSTN indicating that the calling party has hung up, or until CPESI 160 detects a disconnect signal from the business CPE indicating that the agent or workstation has hung up.

As shown at point 330, controller 180 commands CSM 150 to remove the connection between NSI 140 and CPESI 160, and commands NSI
140 and CPESI 160 to signal appropriate disconnects to the PSTN and the business CPE, respectively, by, for example, presenting "on hook" signals thereto.
At point 340, optionally, controller 180 commands CSM 150 to connect a circuit from VDPM 170 to the active circuit in NSI 140, commands VDPM 170 to provide a voice announcement to the calling party that the call was terminated, or commands CSM 150 to connect a circuit from VDPM 170 to the active circuit in CPESI 160 to provide a voice announcement that the call was terminated. The transaction may be logged at point 350. Transaction logging may include updating a local database or updating a remote database by transmitting transaction information thereto over communications interface 190. Such transaction information may include network routing and/or origination information, a predetermined set of the initially retrieved data, called party information, and call duration. The operation then continues at point 200.

As one can readily appreciate from the above, CALL CENTER 100 conserves resources by automatically providing information that would otherwise have to be provided through interaction between a calling party and an agent.

Note that embodiments of the inventive CALL CENTER disclosed above may include a time-division-multiplexer contained in the D240SC-T-1 board which may be used in CSM 150. However, the inventive CALL CENTER may also be implemented when one uses an equal number of NSI circuits, CPESI circuits, and VDPM circuits. In such embodiments there may be no need for a connection and switching means, because the various resources can be connected together on a one to one basis.

Note also that a multiplicity of CALL CENTERs can be networked together, acting as one network for a multiplicity of companies or clients of a service provider.

The present invention can be used with any application that requires an interface with a multiplicity of users and is not restricted to analog or digital interfaces over telephone lines. It is not restricted to use in an environment where the incoming calls originate from people. In fact, embodiments of the present invention may operate advantageously in an environment where the incoming calls originate from machines, e.g., fax machines.

FIG. 103 shows the logical placement of a CALL CENTER as it is being configured to be added to a multimedia network. In step (1), a new CALL
CENTER (P) is created by populating a Host with the appropriate hardware resources for the CALL CENTER. This can include one or more CPESI, one or more NSI, one or more CSM, and one or more VDPM. This new CALL CENTER is connected to the multimedia network and to the PSTN or other network. The Administrator of the network now creates a new CALL CENTER hardware configuration record using the Administration Manager (E), and makes modifications as necessary, on behalf of a specific customer or company that will use this newly created CALL CENTER. The Administration Manager is used to create, add, modify or delete company records that are stored in the multimedia network database. When the Administration Manager is used to create or modify a company or CALL CENTER hardware configuration record, the DB Server (J) executes an SQL query, which in turn causes a new or modified field entry to be added in the database in the "company table" and in the "hardware configuration table," as appropriate. A specific Hardware ID is then assigned for each new hardware element in the CALL CENTER. A Company ID and associated Project ID are then used in other tables signifying that specific company's use of these new hardware resources. For example, the Project ID record will include specific trunks or trunk groups associated with the hardware and network signaling assignments, such as DNIS numbers, DID numbers, and in the case of Voice over IP circuits, TCP/IP addresses for associated packet-switch telephone numbers and extensions.

In FIG. 103, step (2), the DB Server tells each associated Host Server (M) to create a directory for each new company. This is done so data associated with that company--and only for that company--can be stored and retrieved. Such data includes "blobs" of information including monitoring recordings, for example.

In FIG. 103 step (3), The DB Server sends resource requirements and class of service information on the new company or modified company to the Resource Manager. The Resource Manager keeps information on usage restrictions and class of service for this company, so that resources can be allocated to it based according to its service level. This is where the number of simultaneous transactions allowed per company is managed. In addition, the DB
Server provides information to the Resource Manager associated with specific Project IDs and their associated Hardware IDs as they relate to the new CALL
CENTER and its attached Hardware.

In FIG. 103 step (4), The DB Server sends information on the new or modified company and the new or modified CALL CENTER to the Network Manager (B). The Network Manager automatically refreshes and adds the new company or modified company data and the new or modified CALL CENTER data to the graphical display (Graphical User Interface). Now the user can use the Administration Manager and the Network Manager to assign and configure other resources.

FIG. 104 shows the logical placement of an inventive CALL
CENTER as it dynamically registers itself onto the multimedia network as an available resource. In FIG. 104, Step (1), The Network Administrator starts the new CALL CENTER with the Network Manager, and the Network Manger orders the Host Server to start the new CALL CENTER.

In FIG. 104, Step (2), the Host Server starts the new CALL
CENTER.

In FIG. 104, Step (3), CALL CENTER checks its parameters and location information for the Resource Manager in the network database. The new CALL CENTER loads all of the data associated with the companies according to its Resource ID. In addition, the new CALL CENTER loads all of the data associated with its new hardware. This includes loading information from the hardware configuration table, such as the specific Hardware ID that was assigned during its configuration for each new hardware element in the CALL CENTER.
These and other tables signify a specific company's use of these new hardware resources. For example, a Project ID record will include specific trunks or trunk groups associated with the hardware and network signaling assignments such as DNIS numbers, DID numbers, and in the case of Voice over IP circuits, TCP/IP
addresses for associated packet-switch telephone numbers and extensions.

In FIG. 104, Step (4), the new CALL CENTER establishes an open socket TCP/IP communication with the Resource Manager. The new CALL
CENTER broadcasts its port addresses, host information, resource type, and mode to the Resource Manager. This broadcast includes all of the necessary information the network and other resources need to determine what hardware resources are available for use in the new CALL CENTER.

In FIG. 104, Step (5), the Resource Manager broadcasts the new CALL CENTER data, including the new CALL CENTER port address, host information, resource type, and mode to all other associated resources on a "need to know" basis. The Information Server and the ACD Server now know that a new CALL CENTER is available.

In FIG. 104, Step (6), the Information Server connects to new CALL
CENTER over its open socket TCP/IP communications mechanism. The Information Server is now ready to broadcast its request when a new call (or another transaction) starts requiring the new CALL CENTER.

In FIG. 104, Step (7), the ACD Server connects to new CALL
CENTER over its open socket TCP/IP communications mechanism. The ACD
Server is now ready to broadcast its request when a new call (or another transaction) starts requiring the new CALL CENTER.

FIG. 105 shows a flow chart of the operation of one embodiment of the CALL CENTER in its initial configuration and live registration onto the multimedia network as an available resource. At 400, the multimedia network is running. The network may be comprised of one or more CALL CENTERS and associated hardware before new resources come on line. At 405, the system administrator populates a host computer with the appropriate hardware. This may include NSI, CPESI, CSM, and VDPM resources. Also at step 405, the network administrator loads the Host Computer associated with the hardware with the multimedia network installation software. This includes all of the Group Two CALL
CENTER resource software and Group Three Network Resource software, which in turn include: the Stats (statistical) Server (H, FIG. 106), ACD Server, Information Server, DB Server, Resource Manager, Unified Mail Server (L, FIG.
106), Host Server, Scheduling Server (N, FIG. 106), Chat Server, Call Center, Collaboration Server (Q, FIG. 106), and E-Mail Distributor (R, FIG. 106). At 410, the host computer associated with this new CALL CENTER, having been properly configured with the appropriate hardware and having been loaded with all of the possible Group Two CALL CENTER Resources software and Group Three Network Resources software, is now attached to the network. This procedure includes the interconnection of T1, El, and TCP/IP interfaces to the PSTN or other network, and data communications means to other computers associated with the multimedia network. The associated host computer is now turned on so control and administration software on the multimedia network can communicate with the new CALL CENTER. At 415, the system administrator uses the Administration Manager client to create new customer and Project IDs that will be associated with the new CALL CENTER.

Creating a new company and Project IDs includes the definition of new DNIS numbers, ANI designations, physical ports, and trunk facilities associated with the new CALL CENTER. At 416, all data associated with these company and hardware configurations is stored in the multimedia network database. At 420, the system administrator starts the new CALL CENTER using the graphical interface in the network Manager. The Network Manger orders the Host Manager associated with the new CALL CENTER to start the new CALL
CENTER executable. At 430, the Host Manager associated with the new CALL
CENTER starts the new CALL CENTER. At 440, the new CALL CENTER comes on line. At 450, the CALL CENTER checks its parameters and location information for the Resource Manager in the multimedia network database. At 460, the CALL
CENTER checks its Resource ID from the multimedia network database to determine if it has been classified as a shared or dedicated resource. At 470, assuming the Resource ID for the CALL CENTER indicates a dedicated resource, the CALL CENTER loads company-specific hardware records from the database.
At 480, assuming the Resource ID for the CALL CENTER indicates a shared resource, the CALL CENTER loads all of the data associated with the companies according to its Resource ID.

In addition, the new CALL CENTER loads all of the data associated with its new hardware, including information from the hardware configuration table.
The hardware configuration table includes the specific Hardware ID that was assigned during its configuration for each new hardware element in the CALL
CENTER. These and other tables signify a specific company's use of these new hardware resources. For example, a Project ID record will include specific trunks or trunk groups associated with the hardware and network signaling assignments, such as DNIS numbers, DID numbers, and in the case of Voice over IP circuits, TCP/IP addresses for associated packet-switch telephone numbers and extensions.

At 490, the new CALL CENTER establishes an open socket TCP/IP
communication with the Resource Manager. The new CALL CENTER broadcasts its port addresses, host information, resource type and mode to the Resource Manager. This broadcast includes all of the necessary information the network and other resources need to determine what hardware resources are available to use in the new CALL CENTER.

At 500, the Resource Manager determines if other resources in the multimedia network require the new CALL CENTER. If no other active resources connected to the Resource Manager are of the type requiring the new CALL
CENTER, it remains idle. If the Resource Manager determines there are other resources on the multimedia network requiring the new CALL CENTER, the procedure continues to step 520. At 520, the Resource Manager broadcasts the new CALL CENTER data including the new CALL CENTER port address, host information, resource type, and mode to all other associated resources on a "need to know" basis. For example, a running Information Server and a running ACD
Server would now know that a new CALL CENTER is available.

At 530, other multimedia network resources including one or more Information Servers and one or more ACD Servers connect to new CALL
CENTER over their respective open socket TCP/IP communications mechanism.
The Information Server is now ready to broadcast its request when a new call (or another transaction requiring the new CALL CENTER) starts. Likewise, the ACD
Server is now ready to broadcast its request when a new call starts or another transaction requiring the new CALL CENTER is required.

At 540, the new CALL CENTER and all of its available hardware resources are connected to the network, running, and communicating with all of the associated resources that may need to use its capabilities. When a new request for service, transaction request, or other event associated with the call transaction is sensed, the new CALL CENTER is ready to process the request.
We now turn to address in more detail the network, the resources, and other modules of a representative CALL CENTER according to the present invention.

FIG. 106 is a high level overview of the CALL CENTER network.
Logically, it is divided, somewhat arbitrarily, into four groups: Group One (Applications), Group Two (CALL CENTER Resources), Group Three (Network Resources), and Group Four (Network Endpoints and Devices). Tables 1, 2, 3, and 4 below list, respectively, the elements of the four Groups.

TABLE 1 - Group One Elements: Applications Group Element Type Name and Designation Purpose One Client Application Mail Manager Re-Direct Failed Mail (A) or Mail with Bad Addresses One Client Application Network Manager Network Management (B) of Call Center Network One Client Application Interaction Manager Agent Desktop Call (D) Control and Customer Record Access One Client Application Administration Configure and Manager Provision Network (E) Features for Customers One Client Application Supervision Manager Quality Monitoring, (F) Recording and Supervisory Control TABLE 2 - Group Two Elements: Call Center Resources Group Element Type Name and Shared Dedicated Designation Resource Resource Two Call Center Information No Dedicated per Resource Server Company Defined (G) Two Call Center Stats Server Yes No Resource (H) Two Call Center ACD Server No Dedicated per Resource (I) Company Defined Two Call Center DB Server Yes No Resource (J) Two Call Center Resource Yes No Resource Manager (K) Two Call Center Unified Mail Yes No Resource Server (L) Two Call Center Host Server Yes No Resource (M) Two Call Center Scheduling Yes No Resource Server (N) Two Call Center Chat Server No Dedicated per Resource (0) Company Defined TABLE 3 - Group Three Elements: Network Resources Group Element Type Name and Shared Dedicated Designation Resource Resource Three Network Call Center Yes No Resource (P) Three Network Collaboration No Dedicated per Resource Server Company Defined (Q) Three Network E-mail Distributor No Dedicated per Resource (R) Company Defined TABLE 4 - Group Four Elements: Network Endpoints and Devices Group Element Type Name and Purpose Designation Four Network Endpoint Device Direct Agent, User, or Endpoints and (C;S) Caller Device, Including Devices Phone, Fax, Personal Digital Assistant, etc.

Four Network Web Servlet Access to Internet-Based Endpoints and (T) Devices Users Via Web Devices Collaboration for Mail, Chat, Video, etc.
Four Network Packet/Circuit/Hybrid Global or Regional Endpoints and Tandem Switch Connectivity from Devices (U) Network to Network with Switching Elements We now describe the functionality of each element. Note, however, that not every element need be present in the CALL CENTER, and not every function listed need be supported.

Group One: Applications Mail Manager (A) The Mail Manager is a Group One application specifically designed to recover lost or error-based mail messages and allow the system administrator to take action on these messages. These can be voice mail, fax, or email messages. The Mail Manager performs the following tasks: 1) On start-up, the Mail Manager loads all message status based on communication with the Group Two CALL CENTER Resource called the Unified Mail Server; 2) Provides a graphical user interface for users to identify mis-addressed or error-based mail for manual re-direction or re-sending; 3) Sends revised status messages on re-sent messages to the Group Two CALL CENTER resource called the DB Server.
Network Manager (B) The Network Manager is a Group One application designed as a client-side graphical user interface for global network management of the CALL
CENTER network. The Network Manager is the user interface to the network. It allows the user to add, remove, modify, stop, or start any resource in the network dynamically, in real time, and without disturbing any other resource.

To do this, the user only needs to know general information about the host server, including its location, type, and database information. The Network Manager performs the following functions:

1) Loads and updates all network information from and to the network database;

2) Communicates with the network through the host server(s);

3) Interacts with the host server(s): The host servers will stop and start processes and inform the network manager of the status of all the resources in the specific host machine(s);

4) Displays a graphical view of the topology of the network and shows how the servers are connected to each other by the host;

5) Displays details on any resource and its associated features and status in real time;

6) Allows the user to add, delete, or modify any resource and define the location of its associated executable in real time;

7) Allows the user to characterize each resource as being a Master or a Mirror process;

8) Allows the user to start or stop any process in the network;
9) Allows the user to monitor network activity and alarms, and specify email delivery addresses for alarms;

10) Allows the user to provision new companies' requested resources and specify what host in the network to put those resources on, in real time.

Interaction Manager (D) The Interaction Manager is a Group One application designed as a client-side graphical user interface for desktop multimedia transaction call control, client record access and personal settings. The application provides the user with the ability to do the following:

1) View histories of multimedia transactions between any client and pull up detail on same;

2) Manipulate inbound and outbound multimedia transactions with a graphical user interface (soft phone);

3) Set-up and tear-down conferences;
4) Record multimedia transactions;

5) Create and modify multimedia histories, trouble tickets, help desk entries and other data associated with a client;

6) Send faxes, emails and URLs to clients based on libraries;

7) Configure and modify follow-me numbers, email addresses, agent status and basic agent configuration data.

Administration Manager (E) The Administration Manager is a Group One application designed as a client-side graphical user interface for client company provisioning of skills, agents, users, supervisors, workgroups and other multimedia e-contact configurations. These modifications are made on behalf of client companies.
The application provides the user with the ability to:

1) Run reports on multimedia transaction history on a user, agent, workgroup, project and company basis (used for billing and inter-departmental bill-back);

2) Create and assign skills for intelligent network routing;
3) Create and define skills and other attributes for agents, supervisors and users;

4) Create and define the locations for scripts, FAQs and multimedia push libraries;

5) Create and modify common gateway interface and HTML scripts for chat request screens and Web-based call-back screens 6) Create and define company information to be used in configuring the network on behalf of a client with the Network Manager.

Supervision Manager (F) The Supervision Manager is a Group One application designed as a client-side graphical user interface for the supervision and quality control of agents and users of the network. The user can do the following from any remote location:

1) Get real-time reports and broadcasts on network usage and agent statistics;

2) Monitor real-time activities of users including remote screen and audio monitoring;

3) Record user activities;

4) Establish undetected, private, and three-party monitoring on any transaction;

5) Provide instant messaging to all users for network alerts;
6) Barge-in, replace a user or agent on any conversation;

7) Close down user or agent conversation and log users off of the system remotely.

Group Two: Call Center Resources Information Server (G) The Information Server is a CALL CENTER resource. One Information Server is dedicated for each company defined as a client on the network. The Information Server is a bridge between Group One Application elements and other network resources. Its job is to provide information to client-side applications and to keep multimedia connections in context with the ACD
queue and thus the users of the network.

If the Information Server fails, or the-client application fails, both the ACD queue and the multimedia transaction itself remain intact. The transaction itself remains connected even without the client applications running.

Stat Server (H) The Stat Server (or Statistical Server) is a CALL CENTER resource. One Stat Server can be shared among many companies/clients in a CALL CENTER
network. The purpose of the Stat Server is to manage and save each CALL
CENTER interaction in the network.

The Stat Server waits for messages from multiple servers and manages the interactions. Once interaction is finished, the Stat Server saves the interaction in the Interaction-track table of the database. The Stat Server will:

1) Save agents' login information in a login table;

2) Save agents status information in an agent status table;
and 3) Save interaction outcomes in an outcome table.

4) Send information Group One application Supervision Manager for real-time display of CALL CENTER statistics, including traffic, queue, and agent status information.

ACD Server (I) The ACD Server is a CALL CENTER resource. One ACD Server is dedicated for each company defined as a client on the network. The purpose of the ACD Server is to:

1) Monitor the status of agents and users of the system;
2) Find available agents;

3) Find correct, or appropriate, agents defined by their skills;
4) Find correct, or appropriate, workgroups; and 5) Identify where calls should go.

The ACD Server does not actually switch multimedia transactions.
The actual switching of the transactions is the job of the Group Three Network Resource called the CALL CENTER.

The ACD Server houses both inbound call routing and predictive/outbound algorithms that determine what resources should be used to handle various multimedia transactions.

138a DB Server (J) The DB Server (database server) is a CALL CENTER resource. One DB Server can be shared among many companies/clients in a CALL CENTER
network. The purpose of the DB Server is to broadcast in real time changes made in the Group One Application Administration Manager to all resources in the network. This is how changes to agents, workgroups, routing, etc., are achieved without disrupting service on the network.

Resource Manager (K) The Resource Manager is a CALL CENTER resource. There is one Master Resource Manager shared among many companies/clients in a CALL
CENTER network. The Resource Manager performs the following tasks:

1) Keeps track of all the resource in the network;
2) Keeps track of all agents in the network;

3) Keeps track of all the users in the network for load balancing between sites on a multi-site network;

4) Informs resources of new resources in the network;
5) Informs resources of other resource shutdowns; and 6) Provides alternate connections during resource shutdowns.

At start-up, Group One, Two, and Three network elements broadcast the information listed in Table 5 below to the Resource Manager as part of a real-time registration process.

TABLE 5 - Start-Up Registration Broadcast to Resource Manager Packet Message Description Segment Identifier One ID Type and Name of resource coming on line Two Location Host name of resource coming on line Three Port Port Number of Resource Coming on line Four Capacity Number of Clients or associated processes resource 138b can handle Five Mode Master or Mirror designation of Resource coming on line Six Company or List of Company IDs associated with Resource Company List coming on line or the specific company associated with the resource This is a typical representative, non-limiting registration process. More specific examples are found in Table 6.

TABLE 6 - Example Resource Registrations to Resource Manager Packet Message Description Segment Identifier Stat Server Interface (Stat Server Informs Resource Manager) One ID StatsServer ID
Two Location StatsServer host name Three Port StatsServer port number Four Capacity Number of clients it can handle Five Mode StatsServer Mode: MASTER / MIRROR
Six Company List List of Company IDs Information Server Interface (Information Server Informs Resource Manager) One ID Infoserver ID
Two Location Infoserver host name Three Port Infoserver port number Four Capacity Infoserver capacity. (number of clients) Five Mode Infoserver Mode: MASTER / MIRROR
Six Company List company handled by infoserver Unified Mail Server (L) The Unified Mail Server is a CALL CENTER resource. One Unified Mail Server can be shared among many companies/clients in a CALL CENTER
Network. The Unified Mail Server performs the following functions:

138c 1) Communicates with the Group Three Network resource called CALL CENTER to learn of new messages waiting for particular clients;

2) Sends and receives voice mail, fax, and email to third party mail servers (Exchange, POP3, SMTP, IMAP4); and 3) Stores results of sent messages by communicating to the DB
Server.

Host Server (M) The Host Server is a CALL CENTER resource. One Host Server can be shared amongst many companies/clients in a CALL CENTER Network. The Host Server performs the following functions:

1) Starts all of the resources on its local (physical) machine/host based on the network table which is loaded at startup; \

2) Starts specific resources not started by Host Server at startup as specified by the Group One Application called Network Manager;

3) Creates directories and database entries peculiar to its physical machine/host for storing and retrieving voice files, greetings, and executables Scheduling Server (N) The Scheduling Server is a CALL CENTER resource. One Scheduling Server can be shared among many companies/clients in a CALL
CENTER Network. The Scheduling Server performs the following functions:

1) Keeps track and schedules time-of-day multimedia transaction routing rules so transactions can be routed to alternate menus, workgroups and agents;

2) Keeps track and schedules phone type entries on behalf of agents and users (IP Telephony versus Local Phones, etc.) based on time-of-day rules.
138d Chat Server (0) The Chat Server is a CALL CENTER resource. One Chat Server is dedicated for each company defined as a client on the network. The purpose of the Chat Server is to:

1) Interface with Group Three Network Resource called Collaboration Server in order to find agents for Web-based chat requests;

2) Provide hard chat connection between Collaboration Server and agent after communicating with the ACD Server to identify available agent;

3) Maintain real-time connection between Collaboration Server and agent.

Group Three: Network Resources CALL CENTER (P) The CALL CENTER is a Group Three Network Resource. A CALL
CENTER resource can be shared among many companies/clients in a CALL
CENTER network.

The purpose of the CALL CENTER is to:

1) Communicate with hardware specific and channel-specific devices to set up and tear down multimedia transactions;

2) Establish transaction routing and stay in the loop on all real-time transactions;

3) Execute Interactive Voice Response (IVR) touch-tone routing menus and automated attendant functions;

4) Make recordings on behalf of client applications and log the results to the database;

5) Route non-real-time messages such as voice mail, to the Group Two CALL CENTER Resource called the Unified Mail Server;
138e 6) Set-up the hardware required to do conferencing and monitoring IN real time;

7) Support multi-node real-time switching across the network, and keep track of the connections with a state table loaded in memory.

Collaboration Sever (Q) The Collaboration Server is a Group Three Network Resource. A
Collaboration Server resource is dedicated for each company defined as a client on the network. The purposes of the Collaboration Server are:

1) Interface with Group Four Network Endpoints, including the Web Servlet, to facilitate a direct interface between Web clients and agents;

2) Act as middleware that speaks to the Group Two CALL CENTER
Resource called the ACD Server to find agents for Chat Requests;

3) Establish and maintain hard chat connections between agents and Web clients after communicating with the Group Two CALL CENTER
Resource called the Chat Server to identify available agents;

4) Support other collaborative connections between users, including video sessions, application sharing, and form sharing.

E-Mail Distributor (R) The E-Mail Distributor is a Group Three Network Resource. An E-Mail Distributor resource is dedicated for each company defined as a client on the network.

The purposes of the Distributor are:

1) Retrieve emails from 3rd party email servers using POP3 or MAPI;

2) Communicate with the Group Two Call Center Resource called the ACD Server to find agents and users to distribute mail to;

138f 3) Routes the email to the Group Two Call Center Resource called the Unified Mail Server in order to push mail to the agents' or users' mailbox;

4) Informs the Group One Application called the Interaction Manager (Agent Desktop Client Interface) of new incoming mail.

Group Four: Network Endpoints and Devices Endpoint Devices (S) Endpoint devices are Group Four elements of the CALL CENTER
network. The most common devices in this class are telephone instruments, including these:

1) "2500 set" (i.e., Plain Old Telephone Service) compatible devices such as headsets, answering machines, simple multi-line telephones, and fax machines;

2) IP Telephony (Voice over the Internet) soft phones, such as Tundo, NetMeeting, VocalTec, etc., and screen-based soft phones;

3) IP Telephones that are hard devices with the appropriate protocol stacks in them to convert H.323 and other encoding schemes without the use of a multimedia PC;

4) Cellular Telephones and other hand-held devices, such as personal digital assistants and other screen-based wireless hand-held devices;
Web Servlet (T) A Web Servlet is a Group Four Network Endpoint Device dedicated for each company defined as a client on the network. The purposes of the Web Servlet:

1) Act as a Web browsing client arbiter on behalf of IP, HTTP-based multimedia callers and associated transactions;

138g 2) Maintain real-time collaborative connections between Web-based multimedia users and sessions maintained by CALL CENTER Network servers and processes.

Packet/Circuit/Hybrid Tandem Switches (U) A tandem switch is a Group Four Network Device that is used as a shared resource in a CALL CENTER network. A tandem switch does not connect directly to endpoints, but is used as an intermediary between endpoints.
Tandem switches connect to other switches, which in turn may have endpoints associated with them.

Paragraph 1 embodiments: In embodiments, a distributed multi-media e-contact system for telecommunications-based interactions between a company's agents and outside customers, the e-contact system comprising a first signaling interface connected to a telecommunications network, a second signaling interface, applications, call center resources, network resources, and communications channels between the applications, the resources, the first signaling interface, and the second signaling interface;

wherein the applications comprise:

a network manager to allow dynamic real time adding, removing, modifying, starting, and stopping a resource in the system;

an administration manager that creates a first company data structure for a first company and defines parameters stored in the first company data structure, creates first company agent data structures for a plurality of agents associated with the first company and defines first company agent attributes stored in each first company agent data structure, the agent attributes include agent skills, creates a first company supervisor data structure for a first supervisor associated with the first company and defines first 138h company supervisor attributes stored in the first company supervisor data structure, the first company supervisor attributes include supervisor skills and capabilities, and creates and defines a process for routing to the first company agents of incoming messages received from the telecommunications network and directed to the first company, and of outgoing messages from the first company over the telecommunications network;

the call center resources comprise:

a first Automated Call Distributor (ACD) server that monitors status of the first company agents, including availability of the first company agents, and finds an appropriate first company agent for a received message directed to the first company in accordance with a type of the received message directed to the first company and first company agent skills;

a database server that broadcasts, substantially in real time, to the call center resources and the network resources changes in the data structures made by the administration manager;

a first information server associated with the first company, the first information server provides a communication link between the network resources and the applications for data exchange relating to the first company;

a resource manager that maintains a list of the resources, maintains a list of the first company agents, informs the resources of availability of new resources, 138i informs the resources of shutdown of resources, and provides alternate connections when existing connections are interrupted by resource shutdowns;

a unified mail server that sends the outgoing messages to third party servers and receives the incoming messages from the third party servers, and communicates results of sent outgoing messages to the database server;

a host server that loads a network table describing correspondences between the resources and physical hosts of the e-contact system that can execute the resources, starts each resource on a physical host in accordance with the network table, starts stopped resources and the resources added by the network manager, and provides a communication service to the network manager to enable the network manager to communicate with network elements including at least some resources;

a scheduling server that varies transaction routing rules in accordance with time of day, thereby allowing similar messages initiating transactions to be routed to different destinations depending on time of day;

the network resources comprise:
a call center server that 138j determines transaction routing communicates with hardware-specific and channel-specific devices to setup and tear down transactions, and monitors real time transactions.

Paragraph 2 embodiments: The e-contact system of Paragraph 1, above, wherein: each call center resource and network resource belonging to a first subset of resources is capable of operating in master mode and mirror mode, the master and mirror mode operations of said each resource of the first subset having identical internal states and identical state transitions, wherein if said each resource of the first subset operating in the mirror mode receives real time copies of communications sent to its corresponding master resource, said each resource of the first subset operating in the mirror mode not duplicating transmissions of its corresponding master resource, said each resource of the first subset operating in the mirror mode changing its mode to master mode upon detection of non-operation of its corresponding master resource; each resource registers on startup with the resource manager by identifying a mode of said each resource, a type of said each resource, a host identifier of the host on which said each resource is executing, and a list of resources needed by said each resource; the resource manager notifies online resources that said each resource came online, after said each resource registers and comes online; and if a notified online resource needs said each registered resource, the notified online resource establishes a communications link with said each registered resource.

Paragraph 3 embodiments: The e-contact system of Paragraph 2, further comprising: a network database from which the network manager loads network descriptors of the e-contact system and to which the network manager stores the network descriptors, the network descriptors include configuration data for resources and communication channel specifiers, and the first company data structure; wherein: the network manager starts and stops the resources by instructing the host server to start and stop the resources; the network manager provides a management interface facility that allows a network managing user to stop the resources, to provide the configuration data for the resources, to start the 138k resources, to display topology of the e-contact system, to display connections between servers of the e-contact system, to monitor network activity and alarms, to change modes of the resources of the first subset, and to display parameters and status information of the resources; said each resource on startup obtains its associated startup parameters from the network database; the host server obtains resource status information from the resources and sends the resource status information to the network manager; the host server starts and stops the resources without disrupting existing transactions and initiation of new transactions.

Paragraph 4 embodiments: The e-contact system of Paragraph 3, further comprising a load balancer implemented in the resource manager, wherein the load balancer observes requests for resources and causes the host server to start additional resources of a first type when received requests for resources of the first type exceed a first type threshold.

Paragraph 5 embodiments: The e-contact system of Paragraph 4, wherein: the messages include facsimile transmissions, live voice messages, voice mail, email, and web-based messages; the transactions include web chats, form sharing, conference transactions, live telephone communications, transmission and receipt of facsimiles, transmission and receipt of email, and receipt of voice messages; the unified mail server sends results of the outgoing messages to the database server for storage and communicates with the call center server to receive notification of presence of messages awaiting transmission to third party correspondents and the first company agents; the applications further comprise: a mail manager for receiving message status information from the unified mail server, recovery of abnormal messages, the abnormal messages including undeliverable and corrupted messages, notification of the network managing user through the management interface facility of the existence of the abnormal messages, and enabling the network managing user to re-direct the abnormal messages; an interaction manager that sets up and tears down conference transactions, records transactions and provides the network managing user with access to transaction records through the management interface facility, and creates trouble tickets for troubleshooting and correcting errors; a supervision manager for allowing a first supervisor at a first location to obtain real time reports of first company agent statistics and e-contact system usage, to monitor first company transactions, including remote screen and remote audio monitoring, to record first company agent activities, to send instant messages to the first company agents, to replace monitored first company agents in the course of the first company monitored transactions, to close down the first company monitored transactions, and to log-off a first company agent selected for log-off from the e-contact system; the network resources further comprise: a first collaboration server for finding first company agents with chat and form sharing capabilities, maintaining hard chat connections between web-based customers and the first company agents with chat and form sharing capabilities, finding first company agents with video capabilities, and maintaining video connections between customers with video capabilities and the first company agents with video capabilities; a first email distributor for retrieving email from the third party servers, communicating with the first ACD server to find first company agents available for receipt of the email retrieved by the first email distributor, routing the email retrieved by the first email distributor to the unified mail server, and informing the interaction manager of the existence of the email retrieved by the first email distributor; the call center resources further comprise: a statistical server for saving the first company agents' log-in information, the status of the first company agents, and outcomes of the transactions, and for sending to the supervision manager the e-contact center statistics, the e-contact center statistics including the status of the first company agents, traffic statistics, and queue statistics, the queue statistics being a measure of waiting time for processing of at least some transactions; and a chat server for communicating with the first collaboration server and the first ACD server to find available first company agents with chat and form sharing capabilities to handle chat transactions, providing hard chat connections between the available first company agents with chat and form sharing capabilities and the first collaboration server, and maintaining real time connections between the first collaboration server and the available first company agents with chat and form sharing capabilities.

Paragraph 6 embodiments: The e-contact system of Paragraph 5, further comprising endpoint devices for use by the first company agents, the 138m endpoint devices including telephones and a web serviet associated with the first company to enable the first company agents to communicate with web-based customers, wherein the network manager allows dynamic real time adding, removing, or modifying the endpoint devices.

Paragraph 7 embodiments: The e-contact system of Paragraph 5, further comprising an access limiter for limiting the first company's use of the e-contact system; wherein the type of the received message directed to the first company includes origination information and destination information of the received message directed to the first company.

Paragraph 8 embodiments: The e-contact system of Paragraph 5, wherein: the administration manager creates a second company data structure for a second company and defines parameters stored in the second company data structure, creates second company agent data structures for a plurality of second company agents associated with the second company and defines second company agent attributes stored in each second company agent data structure, the second company agent attributes include agent skills, creates a second company supervisor data structure for a second supervisor associated with the second company and defines second company supervisor attributes stored in the second company supervisor data structure, the second company supervisor attributes include supervisor skills and capabilities, and creates and defines a process for routing to the second company agents of incoming messages received from the telecommunications network and directed to the second company, and of outgoing messages from the second company over the telecommunications network; the resource manager maintains a list of the second company agents;
the network descriptors include the second company data structure; the supervision manager allows a second supervisor at a second location to obtain real time reports of second company agent statistics and e-contact system usage, to record second company agent activities, to send instant messages to the second company agents, to monitor second company transactions, to replace monitored second company agents in the course of the second company monitored transactions, to close down the second company monitored transactions, and to log-off a second company agent selected for log-off from the 138n e-contact system; the statistical server saves the second company agents' log-in information, the status of the second company agents, and sends to the supervision manager the status of the second company agents; the resources further comprise: a second information server associated with the second company, the second information server provides a communication link between the network resources and the applications for data exchange relating to the second company; a second ACD server that monitors status of the second company agents, including availability of the second company agents, and finds an appropriate second company agent for a received message directed to the second company in accordance with a type of the received message directed to the second company and second company agent skills; a second collaboration server for finding second company agents with chat and form capabilities, maintaining hard chat connections between web-based customers and the second company agents with chat and form sharing capabilities, finding second company agents with video capabilities, and maintaining video connections between customers with video capabilities and the second company agents with video capabilities; a second email distributor for retrieving email from the third party servers, communicating with the second ACD server to find second company agents available for receipt of the email retrieved by the second email distributor, routing the email retrieved by the second email distributor to the unified mail server, and informing the interaction manager of the existence of the email retrieved by the second email distributor; a second chat server for communicating with the second collaboration server and the second ACD server to find available second company agents with chat capabilities to handle chat transactions, providing hard chat connections between the available second company agents with chat capabilities and the second collaboration server, and maintaining real time connections between the second collaboration server and the available second company agents with chat.

138o We have described the inventive call center administration manager and some of its features in considerable detail for illustration purposes only. Neither the specific embodiments of the invention as a whole nor those of- its. .features limit the general " principles underlying the invention. Many additional modifications are intended in the foregoing disclosure, and it will be appreciated by those of ordinary skill in the art that in some instances some features of the invention will be employed in the absence of a corresponding use of other features. The illustrative examples therefore do not define the metes and bounds of the invention, which function has been reserved for the following claims and their equivalents.

Claims

CLAIMS:

1. An administration manager apparatus for remotely administering multiple network-based company call centers using at least some service provider resources, the administration manager apparatus being remotely coupled to the call center through a network, the administration manager apparatus comprising a computer for running a program that allows an operator of the computer to remotely provide data to multiple network based call centers via a single interface, the provided data comprising:

a plurality of skill definitions describing capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the capabilities being related to interaction servicing; a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description comprising:

one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability; and at least one workgroup definition of at least one workgroup, each of said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.

2. An administration manager apparatus according to claim 1, wherein:
the provided data further comprises a company descriptor, the company descriptor comprising an identifier of the company and an identifier of an administrator of the company call center;

said each agent description further comprises an identifier of the agent associated with said each agent description; and the skill data objects and the efficiency ratings enable the call center to route the interactions to the agents based at least in part on the agents' described capabilities and efficiency ratings.

3. An administration manager apparatus according to claim 2, wherein the provided data further comprises a maximum number of allowed concurrent interactions for the company call center.

4. An administration manager apparatus according to claim 2, wherein said each agent description further comprises a permission variable indicative of an authorization level of the agent associated with said each agent description, the permission variable in said each agent description directing the call center to allow and disallow the agent associated with said each agent description access to at least some information based on the value of the permission variable in said each agent description.

5. An administration manager apparatus according to claim 4, wherein said each agent description further comprises a first flag indicative of Follow Me activation for the agent associated with said each agent description, and a second flag indicative of call recording enablement for the agent associated with said each agent description.

6. An administration manager apparatus according to claim 4, wherein said each agent description further comprises:

an extension type variable indicative of a type of endpoint of the agent associated with said each agent description, the extension type variable being capable of indicating at least two different endpoint types from a list consisting of: a local extension type, a virtual extension type, a VOIP
extension type, a voice mail extension type, and a PBX extension type;

and an extension descriptor defining the endpoint of the agent associated with said each agent description.

7. An administration manager apparatus according to claim 4, wherein:
the plurality of agent descriptions comprises a supervisory agent description associated with a supervisory agent of the call center;

a first value of the permission variable indicates supervisory authorization level;

when the permission variable indicates supervisory authorization level for the supervisory agent, the supervisory agent description further comprises a list of agents supervised by the supervisory agent, the first value of the permission variable directing the call center to enable the supervisory agent to see information displayed by the endpoints associated with the agents on the list to the agents on the list.

8. An administration manager apparatus according to claim 7, wherein:
the provided data further comprises a plurality of agent status definitions, each agent status definition defining one of a plurality of agent statuses, each agent on the list being assigned one of the agent statuses depending on the state of said each agent on the list;

the first value of the permission variable directs the call center to enable the supervisory agent to see the status of said each agent on the list;
and the call center assigns the interactions to the agents based at least in part on the agents' statuses.

9. An administration manager apparatus according to claim 8, wherein said each agent description further comprises Interaction Manager configuration data for configuring Interaction Manager Options, the Interaction Manager configuration data comprising data for designating at least one default status for at least one state of the agent associated with said each agent description.

10. An administration manager apparatus according to claim 8, wherein the plurality of agent statuses comprises:

a busy agent status signifying an ongoing interaction with a call center customer;

a wrapup agent status signifying a time period immediately following a termination of an interaction with a call center customer, the time period being allowed for wrapup of the terminated interaction; and an available agent status signifying availability for handling the interactions.

11. An administration manager apparatus according to claim 2, wherein said each agent description further comprises email parameters of the agent associated with said each agent description.

12. An administration manager apparatus according to claim 2, wherein said each agent description further comprises long distance enable flag for enabling and disabling long distance access of the agent associated with said each agent description.

13. An administration manager apparatus according to claim 2, wherein:
outcomes of at least some interactions are characterized and stored in the call center; and said each agent description further comprises an outcome access flag for enabling and disabling access to the stored outcome characterizations.

14. An administration manager apparatus according to claim 2, wherein:

the call center routes the interactions to the agents based at least in part on the agents' workgroup assignments.

15. An administration manager apparatus according to claim 14, wherein the at least one workgroup definition comprises automatic call distributor configuration data means for configuring ACD options of the at least one workgroup.

16. An administration manager apparatus according to claim 14, wherein the at least one workgroup definition comprises data means for substantially simultaneous modification of the skill data objects.

17. An administration manager apparatus according to claim 14, wherein:

the provided data further comprises a first interaction script definition data object defining a first interaction script screen that the call center displays to one of the agents assigned to the defined at least one workgroup when a customer's interaction is routed to said one of the assigned agents.

18. An administration manager apparatus according to claim 14, wherein:

the provided data further comprises a first push URL definition data object defining a first push screen pop-up window that the call center is capable of pushing to a computer of a first customer of the plurality of call center customers for display on the first customer's computer when the first customer interacts with the call center by computer chat interaction;

the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the provided data further comprises chat project definition data for creating a chat project, the chat project definition data defining handling of the chat interaction by the agents assigned to the first workgroup, the chat project definition data comprising an identifier of the first push screen pop-up window and an identifier of a point within the chat interaction where the call center pushes the first push screen pop-up window to the first customer's computer for display on the first customer's computer.

19. An administration manager apparatus according to claim 14, wherein the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising an instruction directing the call center automatically to return to the first workgroup a first call abandoned after being routed to the first workgroup.

20. An administration manager apparatus according to claim 14, wherein:

the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the provided data further comprises email project definition data for creating an email project defining handling of an email interaction by the agents assigned to the first workgroup, the email project definition data comprising email configuration data for configuring an email server for use by the agents assigned to the first workgroup in processing the email interaction.

21. An administration manager apparatus according to claim 6, wherein:
the provided data further comprises at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the corresponding defined workgroup;

the call center assigns the interactions to the agents based at least in part on the agents' workgroup assignments; and the provided data further comprises a plurality of menu definition data objects defining a plurality of configurable project menus, each configurable project menu enabling a call center customer to route an interaction of the customer, said each configurable project menu comprising menu event definition data for defining a destination for the routed interaction based on touch-tone input of the customer, or for defining a default destination for the routed interaction.

22. An administration manager apparatus according to claim 21, wherein:

the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the provided data further comprises predictive project definition data for creating a predictive project defining handling of outbound telephone call interactions originated by the agents assigned to the first workgroup, the predictive project definition data comprising a first number for setting a minimum number of attempts to place each of the outbound telephone call interactions, and a second number for setting a maximum number of attempts to place said each of the outbound telephone call interactions.

23. An administration manager apparatus according to claim 6, wherein:
the provided data further comprises at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the corresponding defined workgroup; the provided data further comprises phone project definition data for creating a phone project defining handling of telephone call interactions received by the call center based at least in part on telephone numbers dialed by call center customers who originated the received telephone call interactions; and the call center assigns the received interactions to the agents based at least in part on the agents' workgroup assignments and the telephone numbers dialed by call center customers who originated the received telephone call interactions.

24. An administration manager apparatus according to claim 23, wherein the phone project definition data further comprises a plurality of menu definition data objects defining a plurality of configurable project menus, each configurable project menu enabling a call center customer who originated one of the received telephone call interactions to route the interaction, said each configurable project menu comprising menu event definition data for defining a destination for the routed interaction based on touch-tone input of the customer, or for defining a default destination for the routed interaction.

25. An administration manager apparatus according to claim 24, wherein the plurality of menu definition data objects comprises:

a first menu definition data object defining a first configurable project menu, the first configurable project menu comprising first menu event definition data defining a first destination; and a second menu definition data object defining a second configurable project menu, the second configurable project menu comprising second menu event definition data defining a second destination;

wherein the first destination is the second configurable project menu, thereby creating a first call flow data object.

26. An administration manager apparatus according to claim 14, wherein the provided data further comprises a web callback project definition data for creating a web callback project defining handling of an outbound telephone call interaction in response to a computer network-based interaction originated by a first call center customer requesting a callback.

27. An administration manager apparatus according to claim 6, wherein the provided data further comprises:

a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;
and first project definition data for creating a first project and defining handling of at least some interactions based at least in part on parameters of each of said at least some interactions, the first project definition data comprising first schedule definition data for setting times when the first project is active, and a first workgroup identifier for identifying the first workgroup in order to route interactions whose parameters indicate handling by the first workgroup to the agents assigned to the first workgroup when the first project is active, the first schedule definition data permitting the call center to remove at least some resources used for servicing the interactions whose parameters indicate handling by the first workgroup during at least some time period when the first schedule definition data does not indicate that the first project is active.

28. A method for remotely administering multiple network-based company call centers through a single interface and using at least some service provider resources, the method comprising the steps of:

remotely coupling a computer to a call center through a network said computer capable of acting as a single interface for remotely providing data to the multiple network based data center;

selecting a network based call center from the multiple network based call centers for remotely providing data to the selected call center, wherein providing data includes:

providing a plurality of skill definitions describing capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the capabilities being related to interaction servicing; and providing a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description comprising:

one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability; and providing at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.

29. A method for administering a network-based company call center according to claim 28, further comprising the step of providing to the call center, through the network and the computer coupled to the network, a company descriptor, the company descriptor comprising an identifier of the company and an identifier of an administrator of the company call center; wherein:

said each agent description further comprises an identifier of the agent associated with said each agent description; and the skill data objects and the efficiency ratings enable the call center to route the interactions to the agents based at least in part on the agents' described capabilities and efficiency ratings.

30. A method for administering a network-based company call center according to claim 29, further comprising the step of providing to the call center, through the network and the computer coupled to the network, a maximum number of allowed concurrent interactions for the company call center.

31. A method for administering a network-based company call center according to claim 29, wherein said each agent description further comprises a permission variable indicative of an authorization level of the agent associated with said each agent description, the permission variable in said each agent description directing the call center to allow and disallow the agent associated with said each agent description access to at least some information based on the value of the permission variable in said each agent description.

32. A method for administering a network-based company call center according to claim 31, wherein said each agent description further comprises a first flag indicative of Follow Me activation for the agent associated with said each agent description, and a second flag indicative of call recording enablement for the agent associated with said each agent description.

33. A method for administering a network-based company call center according to claim 31, wherein said each agent description further comprises:

an extension type variable indicative of a type of endpoint of the agent associated with said each agent description, the extension type variable being capable of indicating at least two different endpoint types from a list consisting of: a local extension type, a virtual extension type, a VoIP
extension type, a voice mail extension type, and a PBX extension type;

and an extension descriptor defining the endpoint of the agent associated with said each agent description.

34. A method for administering a network-based company call center according to claim 31, wherein:

the plurality of agent descriptions comprises a supervisory agent description associated with a supervisory agent of the call center;

a first value of the permission variable indicates supervisory authorization level;

when the permission variable indicates supervisory authorization level for the supervisory agent, the supervisory agent description further comprises a list of agents supervised by the supervisory agent, the first value of the permission variable directing the call center to enable the supervisory agent to see information displayed by the endpoints associated with the agents on the list to the agents on the list.

35. A method for administering a network-based company call center according to claim 34, further comprising the step of providing to the call center, through the network and the computer coupled to the network, a plurality of agent status definitions, each agent status definition defining one of a plurality of agent statuses, each agent on the list being assigned one of the agent statuses depending on the state of said each agent on the list;

wherein:
the first value of the permission variable directs the call center to enable the supervisory agent to see the status of said each agent on the list;
and the call center assigns the interactions to the agents based at least in part on the agents' statuses.

36. A method for administering a network-based company call center according to claim 35, wherein said each agent description further comprises Interaction Manager configuration data for configuring Interaction Manager Options, the Interaction Manager configuration data comprising data for designating at least one default status for at least one state of the agent associated with said each agent description.

37. A method for administering a network-based company call center according to claim 35, wherein the plurality of agent statuses comprises:

a busy agent status signifying an ongoing interaction with a call center customer;

a wrapup agent status signifying a time period immediately following a termination of an interaction with a call center customer, the time period being allowed for wrapup of the terminated interaction; and an available agent status signifying availability for handling the interactions.

38. A method for administering a network-based company call center according to claim 29, wherein said each agent description further comprises email parameters of the agent associated with said each agent description.

39. A method for administering a network-based company call center according to claim 29, wherein said each agent description further comprises long distance enable flag for enabling and disabling long distance access of the agent associated with said each agent description.

40. A method for administering a network-based company call center according to claim 29, further comprising the step of characterizing outcomes of at least some interactions and storing the characterized outcomes in the call center;

wherein said each agent description further comprises an outcome access flag for enabling and disabling access to the stored outcome characterizations.

41. A method for administering a network-based company call center according to claim 29, wherein the call center routes the interactions to the agents based at least in part on the agents' workgroup assignments.

42. A method for administering a network-based company call center according to claim 31, wherein at least one workgroup definition comprises automatic call distributor configuration data means for configuring ACD
options of the at least one workgroup.

43. A method for administering a network-based company call center according to claim 31, wherein the at least one workgroup definition comprises data means for substantially simultaneous modification of the skill data objects.

44. A method for administering a network-based company call center according to claim 31, further comprising the step of providing to the call center, through the network and the computer coupled to the network, a first interaction script definition data object defining a first interaction script screen that the call center displays to one of the agents assigned to the defined at least one workgroup when a customer's interaction is routed to said one of the assigned agents.

45. A method for administering a network-based company call center according to claim 41, wherein the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the method further comprising the steps of:

providing to the call center, through the network and the computer coupled to the network, a first push URL definition data object defining a first push screen pop-up window that the call center is capable of pushing to a computer of a first customer of the plurality of call center customers for display on the first customer's computer when the first customer interacts with the call center by computer chat interaction; and providing to the call center, through the network and the computer coupled to the network, chat project definition data for creating a chat project, the chat project definition data defining handling of the chat interaction by the agents assigned to the first workgroup, the chat project definition data comprising an identifier of the first push screen pop-up window and an identifier of a point within the chat interaction where the call center pushes the first push screen pop-up window to the first customer's computer for display on the first customer's computer.

46. A method for administering a network-based company call center according to claim 41, wherein the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising an instruction directing the call center automatically to return to the first workgroup a first call abandoned after being routed to the first workgroup.

47. A method for administering a network-based company call center according to claim 41, wherein the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the method further comprising the step of providing to the call center, through the network and the computer coupled to the network, email project definition data for creating an email project defining handling of an email interaction by the agents assigned to the first workgroup, the email project definition data comprising email configuration data for configuring an email server for use by the agents assigned to the first workgroup in processing the email interaction.

48. A method for administering a network-based company call center according to claim 33, further comprising the steps of:

providing to the call center, through the network and the computer coupled to the network, at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the corresponding defined workgroup; and providing to the call center, through the network and the computer coupled to the network, a plurality of menu definition data objects defining a plurality of configurable project menus, each configurable project menu enabling a call center customer to route an interaction of the customer, said each configurable project menu comprising menu event definition data for defining a destination for the routed interaction based on touch-tone input of the customer, or for defining a default destination for the routed interaction;

wherein the call center assigns the interactions to the agents based at least in part on the agents' workgroup assignments.

49. A method for administering a network-based company call center according to claim 48, wherein the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the method further comprising the step of providing to the call center, through the network and the computer coupled to the network, predictive project definition data for creating a predictive project defining handling of outbound telephone call interactions originated by the agents assigned to the first workgroup, the predictive project definition data comprising a first number for setting a minimum number of attempts to place each of the outbound telephone call interactions, and a second number for setting a maximum number of attempts to place said each of the outbound telephone call interactions.

50. A method for administering a network-based company call center according to claim 33, further comprising the step of:

providing to the call center, through the network and the computer coupled to the network, at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the corresponding defined workgroup;

providing to the call center, through the network and the computer coupled to the network, phone project definition data for creating a phone project defining handling of telephone call interactions received by the call center based at least in part on telephone numbers dialed by call center customers who made the received telephone call interactions;

wherein the call center assigns the received telephone call interactions to the agents based at least in part on the agents' workgroup assignments and the telephone numbers dialed by call center customers who originated the received telephone call interactions.

51. A method for administering a network-based company call center according to claim 50, wherein the phone project definition data further comprises a plurality of menu definition data objects defining a plurality of configurable project menus, each configurable project menu enabling a call center customer who originated one of the received telephone call interactions to route the interaction, said each configurable project menu comprising menu event definition data for defining a destination for the routed interaction based on touch-tone input of the customer, or for defining a default destination for the routed interaction.

52. A method for administering a network-based company call center according to claim 51, wherein the plurality of menu definition data objects comprises:

a first menu definition data object defining a first configurable project menu, the first configurable project menu comprising first menu event definition data defining a first destination; and a second menu definition data object defining a second configurable project menu, the second configurable project menu comprising second menu event definition data defining a second destination; wherein the first destination is the second configurable project menu, thereby creating a first call flow data object.

53. A method for administering a network-based company call center according to claim 41, further comprising the step of providing to the call center, through the network and the computer coupled to the network, web callback project definition data for creating a web callback project defining handling of an outbound telephone call interaction in response to a computer network-based interaction originated by a first call center customer requesting a callback.

54. A method for administering a network-based company call center according to claim 33, further comprising the steps of:

providing to the call center, through the network and the computer coupled to the network, a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup; and providing to the call center, through the network and the computer coupled to the network, first project definition data for creating a first project and defining handling of at least some interactions based at least in part on parameters of each of said at least some interactions, the first project definition data comprising first schedule definition data for setting times when the first project is active, and a first workgroup identifier for identifying the first workgroup in order to route interactions whose parameters indicate handling by the first workgroup to the agents assigned to the first workgroup when the first project is active, the first schedule definition data permitting the call center to remove at least some resources used for servicing the interactions whose parameters indicate handling by the first workgroup during at least some time period when the first schedule definition data does not indicate that the first project is active.

55. A computer-readable medium encoded with machine-readable computer program code, wherein, when the computer code is executed on a computer remotely coupled to multiple network based call centers with at least some service provider resources, the computer enables an operator of the computer to remotely configure the multiple call center from a single interface by providing data to the call center, the provided data comprising:

a plurality of skill definitions describing potentially available capabilities of agents of the call center at endpoints of the call center, the agents servicing interactions with a plurality of call center customers, the agents having capabilities related to interaction servicing;

a plurality of agent descriptions, each agent description of the plurality of agent descriptions being associated with a different agent, said each agent description comprising:

one or more skill data objects, each skill data object identifying a skill definition to describe a capability of the agent associated with said each agent description; and one or more efficiency ratings, one efficiency rating per one of said one or more skill data objects describing a capability of the agent associated with said each agent description, each efficiency rating being indicative of the efficiency of the agent associated with said each agent description in the corresponding capability; and at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the defined at least one workgroup and one or more skill data objects assigned to the defined at least one workgroup definition.

56. A computer-readable medium encoded with machine-readable computer program code according to claim 55, wherein:

the provided data further comprises a company descriptor, the company descriptor comprising an identifier of the company and an identifier of an administrator of the company call center;

said each agent description further comprises an identifier of the agent associated with said each agent description; and the skill data objects and the efficiency ratings enable the call center to route the interactions to the agents based at least in part on the agents' described capabilities and efficiency ratings.

57. A computer-readable medium encoded with machine-readable computer program code according to claim 56, wherein the provided data further comprises a maximum number of allowed concurrent interactions for the company call center.

58. A computer-readable medium encoded with machine-readable computer program code according to claim 56, wherein said each agent description further comprises a permission variable indicative of an authorization level of the agent associated with said each agent description, the permission variable in said each agent description directing the call center to allow and disallow the agent associated with said each agent description access to at least some information based on the value of the permission variable in said each agent description.

59. A computer-readable medium encoded with machine-readable computer program code according to claim 58, wherein said each agent description further comprises a first flag indicative of Follow Me activation for the agent associated with said each agent description, and a second flag indicative of call recording enablement for the agent associated with said each agent description.

60. A computer-readable medium encoded with machine-readable computer program code according to claim 58, wherein said each agent description further comprises: an extension type variable indicative of a type of endpoint of the agent associated with said each agent description, the extension type variable being capable of indicating at least two different endpoint types from a list consisting of: a local extension type, a virtual extension type, a VoIP

extension type, a voice mail extension type, and a PBX extension type; and an extension descriptor defining the endpoint of the agent associated with said each agent description.

61. A computer-readable medium encoded with machine-readable computer program code according to claim 58, wherein:

the plurality of agent descriptions comprises a supervisory agent description associated with a supervisory agent of the call center;

a first value of the permission variable indicates supervisory authorization level;

when the permission variable indicates supervisory authorization level for the supervisory agent, the supervisory agent description further comprises a list of agents supervised by the supervisory agent, the first value of the permission variable directing the call center to enable the supervisory agent to see information displayed by the endpoints associated with the agents on the list to the agents on the list.

62. A computer-readable medium encoded with machine-readable computer program code according to claim 61, wherein:

the provided data further comprises a plurality of agent status definitions, each agent status definition defining one of a plurality of agent statuses, each agent on the list being assigned one of the agent statuses depending on the state of said each agent on the list;

the first value of the permission variable directs the call center to enable the supervisory agent to see the status of said each agent on the list;
and the call center assigns the interactions to the agents based at least in part on the agents' statuses.

63. A computer-readable medium encoded with machine-readable computer program code according to claim 62, wherein said each agent description further comprises Interaction Manager configuration data for configuring Interaction Manager Options, the Interaction Manager configuration data comprising data for designating at least one default status for at least one state of the agent associated with said each agent description.

64. A computer-readable medium encoded with machine-readable computer program code according to claim 62, wherein the plurality of agent statuses comprises:

a busy agent status signifying an ongoing interaction with a call center customer;

a wrapup agent status signifying a time period immediately following a termination of an interaction with a call center customer, the time period being allowed for wrapup of the terminated interaction; and an available agent status signifying availability for handling the interactions.

65. A computer-readable medium encoded with machine-readable computer program code according to claim 56, wherein said each agent description further comprises email parameters of the agent associated with said each agent description.

66. A computer-readable medium encoded with machine-readable computer program code according to claim 56, wherein said each agent description further comprises long distance enable flag for enabling and disabling long distance access of the agent associated with said each agent description.

67. A computer-readable medium encoded with machine-readable computer program code according to claim 56, wherein:

outcomes of at least some interactions are characterized and stored in the call center; and said each agent description further comprises an outcome access flag for enabling and disabling access to the stored outcome characterizations.

68. A computer-readable medium encoded with machine-readable computer program code according to claim 56, wherein:

the call center routes the interactions to the agents based at least in part on the agents' workgroup assignments.

69. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein the at least one workgroup definition comprises automatic call distributor configuration data means for configuring ACD options of the at least one workgroup.

70. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein the at least one workgroup definition comprises data means for substantially simultaneous modification of the skill data objects.

71. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein the provided data further comprises a first interaction script definition data object defining a first interaction script screen that the call center displays to one of the agents assigned to the defined at least one workgroup when a customer's interaction is routed to said one of the assigned agents.

72. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein:

the provided data further comprises a first push URL definition data object defining a first push screen pop-up window that the call center is capable of pushing to a computer of a first customer of the plurality of call center customers for display on the first customer's computer when the first customer interacts with the call center by computer chat interaction;

the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the provided data further comprises chat project definition data for creating a chat project, the chat project definition data defining handling of the chat interaction by the agents assigned to the first workgroup, the chat project definition data comprising an identifier of the first push screen pop-up window and an identifier of a point within the chat interaction where the call center pushes the first push screen pop-up window to the first customer's computer for display on the first customer's computer.

73. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising an instruction directing the call center automatically to return to the first workgroup a first call abandoned after being routed to the first workgroup.

74. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein:

the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the provided data further comprises email project definition data for creating an email project defining handling of an email interaction by the agents assigned to the first workgroup, the email project definition data comprising email configuration data for configuring an email server for use by the agents assigned to the first workgroup in processing the email interaction.

75. A computer-readable medium encoded with machine-readable computer program code according to claim 60, wherein:

the provided data further comprises at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the corresponding defined workgroup;

the call center assigns the interactions to the agents based at least in part on the agents' workgroup assignments; and the provided data further comprises a plurality of menu definition data objects defining a plurality of configurable project menus, each configurable project menu enabling a call center customer to route an interaction of the customer, said each configurable project menu comprising menu event definition data for defining a destination for the routed interaction based on touch-tone input of the customer, or for defining a default destination for the routed interaction.

76. A computer-readable medium encoded with machine-readable computer program code according to claim 75, wherein:

the at least one workgroup definition further comprises a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;

the provided data further comprises predictive project definition data for creating a predictive project defining handling of outbound telephone call interactions originated by the agents assigned to the first workgroup, the predictive project definition data comprising a first number for setting a minimum number of attempts to place each of the outbound telephone call interactions, and a second number for setting a maximum number of attempts to place said each of the outbound telephone call interactions.

77. A computer-readable medium encoded with machine-readable computer program code according to claim 60, wherein:

the provided data further comprises at least one workgroup definition of at least one workgroup, each said at least one workgroup definition comprising a list of agents assigned to the corresponding defined workgroup;

the provided data further comprises phone project definition data for creating a phone project defining handling of telephone call interactions received by the call center based at least in part on telephone numbers dialed by call center customers who originated the received telephone call interactions; and the call center assigns the received interactions to the agents based at least in part on the agents' workgroup assignments and the telephone numbers dialed by call center customers who originated the received telephone call interactions.

78. A computer-readable medium encoded with machine-readable computer program code according to claim 77, wherein the phone project definition data further comprises a plurality of menu definition data objects defining a plurality of configurable project menus, each configurable project menu enabling a call center customer who originated one of the received telephone call interactions to route the interaction, said each configurable project menu comprising menu event definition data for defining a destination for the routed interaction based on touch-tone input of the customer, or for defining a default destination for the routed interaction.

79. A computer-readable medium encoded with machine-readable computer program code according to claim 78, wherein the plurality of menu definition data objects comprises:

a first menu definition data object defining a first configurable project menu, the first configurable project menu comprising first menu event definition data defining a first destination; and a second menu definition data object defining a second configurable project menu, the second configurable project menu comprising second menu event definition data defining a second destination;

wherein the first destination is the second configurable project menu, thereby creating a first call flow data object.

80. A computer-readable medium encoded with machine-readable computer program code according to claim 68, wherein the provided data further comprises a web callback project definition data for creating a web callback project defining handling of an outbound telephone call interaction in response to a computer network-based interaction originated by a first call center customer requesting a callback.

81. A computer-readable medium encoded with machine-readable computer program code according to claim 60, wherein the provided data further comprises:

a first workgroup definition of a first workgroup, the first workgroup definition comprising a first list of agents assigned to the first workgroup;
and first project definition data for creating a first project and defining handling of at least some interactions based at least in part on parameters of each of said at least some interactions, the first project definition data comprising first schedule definition data for setting times when the first project is active, and a first workgroup identifier for identifying the first workgroup in order to route interactions whose parameters indicate handling by the first workgroup to the agents assigned to the first workgroup when the first project is active, the first schedule definition data permitting the call center to remove at least some resources used for servicing the interactions whose parameters indicate handling by the first workgroup during at least some time period when the first schedule definition data does not indicate that the first project is active.