US5898772A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Logical PC agent
Assignee: Avaya Inc
•
Filing: 1997-05-29
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Granted: 1999-04-27
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Expires: 2017-05-29
Abstract
Abstract Allowing an agent to customize their CTI terminal with respect to a variety of terminal attributes such as those associated with previous phone activity, configuration information such as color, and graphical statistical representation of ACD center information. The telecommunication agent is able to store information defining this customization and to retrieve it at another CTI terminal at a later point in time. The storage of the customization information is performed as a file on a file server common to all CTI terminals. The result is that no software must be custom written for the file server in order to allow the saving of customized information. In addition, the programs controlling the CTI terminals are independent of the communication protocol that is utilized between the CTI terminals and the file server. A second embodiment of the invention allows the administrator of a call center to specify that each group of agents will utilize the same customization information. This group customization information is stored on each CTI terminal which reduces the real time load on the file server when a new agent work session starts. Also, each CTI terminal periodically polls the file server to see if a new set of group customization information has been stored on the file server. Call center administrators will routinely store new group customization information on the file server. If a new set of group customization information has been stored on the file server, the CTI terminal accesses this information and stores it internal to the CTI terminal.
Inventors
- 👤 Paul A. Connors
- 👤 Paul L. Richman
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 07:33
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/42314; H04M3/42323
Claims Analysis
Total Claims: 23
Claim 1
Independent Claim
167 words
A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of: accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system via a first link; storing the accessed administration information by the one of the plurality of telecommunication terminals; setting up the one of plurality of telecommunication terminals with the accessed administration information; accessing customize user functionality information for the one of the plurality of users from the computer by the one of the plurality of telecommunication terminals via a second link; storing the accessed customize user functionality information by the one of the plurality of telecommunication terminals; and updating the one of the plurality of telecommunication terminals with the stored customize user functionality information.
Claim 2
Independent Claim
167 words
A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of: accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system via a first link; storing the accessed administration information by the one of the plurality of telecommunication terminals; setting up the one of plurality of telecommunication terminals with the accessed administration information; accessing customize user functionality information for the one of the plurality of users from the computer by the one of the plurality of telecommunication terminals via a second link; storing the accessed customize user functionality information by the one of the plurality of telecommunication terminals; and updating the one of the plurality of telecommunication terminals with the stored customize user functionality information.
Claim 3
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 1.
Claim 4
Dependent Claim
60 words
The method of claim 1 wherein the step of updating comprises the steps of restoring a call log for the one of the plurality of users on the one of the plurality of telecommunication terminals; and restoring a most recently dialed numbers list for the one of the plurality of users on the one of the plurality of telecommunication terminals.
Claim 5
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 3.
Claim 6
Dependent Claim
64 words
The method of claim 3 wherein the step of updating further comprises the steps of restoring customized button information on the one of the plurality of telecommunication terminals; restoring display color schemes on the one of the plurality of telecommunication terminals; and restoring a speed dialing list including dialed number information and button label information on the one of the plurality of telecommunication terminals.
Claim 7
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 5.
Claim 8
Dependent Claim
29 words
The method of claim 5 wherein the step of updating further comprises the step of restoring graph bar configuration information on the one of the plurality of telecommunication terminals.
Claim 9
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 7.
Claim 10
Dependent Claim
85 words
The method of claim 7 further comprises the steps of detecting by the one of the plurality of telecommunication terminals that the one of the plurality of users is logging off of the one of the plurality telecommunication terminals; assembling the customize user functionality information stored on the one of the plurality of telecommunication terminals including any modifications to the customize user functionality information made by the one of the plurality of users; and storing the customize user functionality information with modifications on the computer.
Claim 11
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 9.
Claim 12
Dependent Claim
60 words
The method of claim 7 wherein the computer is a file server and the step of accessing the customize user functionality information comprises the step of reading a file from the file server utilizing only standard programs on the file server thereby requiring no custom programs be installed on the file server to function with the plurality of telecommunication terminals.
Claim 13
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 11.
Claim 14
Dependent Claim
44 words
The method of claim 1 wherein the step of accessing the computer is performed over said second link which is a local area network; and the step of accessing the telecommunication switching system is performed over said first link which is a communication link.
Claim 15
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 13.
Claim 16
Independent Claim
213 words
A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of: accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system; storing the accessed administration information by the one of the plurality of telecommunication terminals; setting up the one of plurality of telecommunication terminals with the accessed administration information; obtaining group identification information from one of the plurality of users; accessing internally stored customize group functionality information using the group identification information by the one of the plurality of telecommunication terminals; updating the one of the plurality of telecommunication terminals with the accessed customize group functionality information; determining periodically by the one of the plurality of telecommunication terminals if new customize group functionality information has been stored on the computer; and accessing and internally storing the new customize group functionality information using the group identification information by the one of the plurality of telecommunication terminals upon the determination that such new customize group functionality information has been stored on the computer.
Claim 17
Independent Claim
213 words
A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of: accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system; storing the accessed administration information by the one of the plurality of telecommunication terminals; setting up the one of plurality of telecommunication terminals with the accessed administration information; obtaining group identification information from one of the plurality of users; accessing internally stored customize group functionality information using the group identification information by the one of the plurality of telecommunication terminals; updating the one of the plurality of telecommunication terminals with the accessed customize group functionality information; determining periodically by the one of the plurality of telecommunication terminals if new customize group functionality information has been stored on the computer; and accessing and internally storing the new customize group functionality information using the group identification information by the one of the plurality of telecommunication terminals upon the determination that such new customize group functionality information has been stored on the computer.
Claim 18
Dependent Claim
11 words
An apparatus that executes all of the steps of claim 15.
Claim 19
Dependent Claim
32 words
The method of claim 15 wherein the step of updating comprises the step of restoring a call log for the plurality of users on the one of the plurality of telecommunication terminals.
Claim 20
Dependent Claim
64 words
The method of claim 17 wherein the step of updating further comprises the steps of restoring customized button information on the one of the plurality of telecommunication terminals; restoring display color schemes on the one of the plurality of telecommunication terminals; and restoring a speed dialing list including dialed number information and button label information on the one of the plurality of telecommunication terminals.
Claim 21
Dependent Claim
29 words
The method of claim 18 wherein the step of updating further comprises the step of restoring graph bar configuration information on the one of the plurality of telecommunication terminals.
Claim 22
Dependent Claim
61 words
The method of claim 19 wherein the computer is a file server and the step of determining the new customize group functionality information comprises the step of reading a file from the file server utilizing only standard programs on the file server thereby requiring no custom programs be installed on the file server to function with the plurality of telecommunication terminals.
Claim 23
Dependent Claim
34 words
The method of claim 15 wherein the step of accessing the computer is performed over a local area network; and the step of accessing the telecommunication switching system is performed over a communication link.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-04-26 | 2002-10-26 | 2003-04-27 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-04-26 | 2006-10-26 | 2007-04-27 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-04-26 | 2010-10-26 | 2011-04-27 | $7700.00 | Window Closed / Lapsed |