US5933492A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and system for determining and using multiple object states in a computer telephony integration system
Assignee: Genesys Cloud Services Inc
•
Filing: 1997-01-21
•
Granted: 1999-08-03
•
Expires: 2017-01-21
Abstract
Abstract A method for a reporting application to flexibly report the status of an entity in a call center to a requesting application is provided. The entity could be in one or more states. Examples of an entity are a directory number, an agent, a group, a routing point, and an agent place. The requesting application sets the priority of these states belonging to the entity by sending a status priority table to the reporting application. The reporting application reports the status based on the active states of the entity and the priority table. As an example, the reported status could be the active state having the highest priority in the table. This state is reported back to the requesting application. Because different requesting applications could present different priority tables, the reporting application could report different states for the same entity.
Inventors
- 👤 Oleg Turovski
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 10:31
CPC Classifications
H; H04; H04Q; H04Q3/00; H04Q3/64; H04L; H04L51/00; H04L51/21; H04L51/214; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04N; H04N7/00; H04N7/14; H04N7/141; H04N7/148; H04N7/15; H04M2242/00; H04M2242/22; H04M2242/30; H04M3/22; H04M3/36; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42059; H04M3/42085; H04M3/42102; H04M3/42314; H04M3/42323; H04M3/42365; H04M3/5175; H04M3/5183; H04M3/5232; H04M3/5235; H04M7/00; H04M7/0024; H04M7/0033; H04Q2213/00; H04Q2213/1305; H04Q2213/13072; H04Q2213/13091; H04Q2213/13093; H04Q2213/13097; H04Q2213/13103; H04Q2213/1322; H04Q2213/1325
Claims Analysis
Total Claims: 14
Claim 1
Independent Claim
92 words
A method for reporting status of an entity in the physical environment of a call center comprising the steps of: a) monitoring by a reporting application the active states of an entity having a plurality of possible object states; b) providing, by a requesting application, a prioritized list of the possible object states, and a request for at least one active state; and c) providing to the requesting application, by the reporting application, the entity state being both active and having the highest priority in the list provided by the requesting application.
Claim 2
Independent Claim
92 words
A method for reporting status of an entity in the physical environment of a call center comprising the steps of: a) monitoring by a reporting application the active states of an entity having a plurality of possible object states; b) providing, by a requesting application, a prioritized list of the possible object states, and a request for at least one active state; and c) providing to the requesting application, by the reporting application, the entity state being both active and having the highest priority in the list provided by the requesting application.
Claim 3
Dependent Claim
44 words
The method of claim 1 wherein in step (b) the requesting application requests more than one state and in step (c) the reporting application provides the active state having the highest priority and an active state having a priority other than the highest priority.
Claim 4
Dependent Claim
27 words
The method of claim 2 wherein the states provided by the reporting application to the requesting application are the states having highest priority in order of priority.
Claim 5
Dependent Claim
18 words
The method of claim 2 wherein at least one of said reported states corresponds to a default state.
Claim 6
Dependent Claim
31 words
The method of claim 1 wherein said call center has an automatic call distributor (ACD) using a plurality of agent directory numbers, said entity being one of said agent directory numbers.
Claim 7
Dependent Claim
31 words
The method of claim 1 wherein said entity is an agent having access to one or more telephones, each telephone being addressed by one of a plurality of agent directory numbers.
Claim 8
Dependent Claim
60 words
The method of claim 6 wherein said agent has access to at least a first and a second telephone, said first telephone is at a first active state and said second telephone is at a second active state, wherein the reporting application provides to the requesting application one of said first and said second active states as said agent status.
Claim 9
Dependent Claim
30 words
The method of claim 1 wherein said call center has an automatic call distributor having at least one internal routing point, said entity being said at least one routing point.
Claim 10
Dependent Claim
27 words
The method of claim 1 wherein said call center has an automatic call distributor containing at least one queue, said entity being said at least one queue.
Claim 11
Independent Claim
179 words
A method for reporting status of an entity in the physical environment of a call center, wherein said entity may be in one or more active states out of a plurality of possible states, each of said possible states relating to an operation of said entity in said call center, comprising the steps of: a) monitoring active states of said entity; b) providing, by said requesting application, to said reporting application a first prioritized list of the possible entity states at a first time; c) providing by said reporting application to said requesting application, a first status of said entity, having both an active state and the highest priority in the prioritized list; d) providing, by the reporting application to the requesting application, a second prioritized list of the possible entity states at a second time; and e) providing by said reporting application to said requesting application, a second status of said entity based on said second priority list and said active states of said entity; wherein said second status is a status other than the said first status.
Claim 12
Independent Claim
179 words
A method for reporting status of an entity in the physical environment of a call center, wherein said entity may be in one or more active states out of a plurality of possible states, each of said possible states relating to an operation of said entity in said call center, comprising the steps of: a) monitoring active states of said entity; b) providing, by said requesting application, to said reporting application a first prioritized list of the possible entity states at a first time; c) providing by said reporting application to said requesting application, a first status of said entity, having both an active state and the highest priority in the prioritized list; d) providing, by the reporting application to the requesting application, a second prioritized list of the possible entity states at a second time; and e) providing by said reporting application to said requesting application, a second status of said entity based on said second priority list and said active states of said entity; wherein said second status is a status other than the said first status.
Claim 13
Dependent Claim
45 words
The method of claim 10 wherein said first status corresponds to one of said active states having a highest priority in said first priority list and said second status corresponds to one of said active states having a highest priority in said second priority list.
Claim 14
Dependent Claim
28 words
The method of claim 10 wherein said first and said second status correspond to said active states having a predetermined priority in said first and said second lists.
References Cited (Backward Citations)
US4345315A
Cited
US4290141A
Cited
US4580012A
Cited
US4320256A
Cited
US4355207A
Cited
US4355372A
Cited
US4489438A
Cited
US4439636A
Cited
US4517410A
Cited
US4539435A
Cited
US4451700A
Cited
US4667287A
Cited
US4584602A
Cited
US4521643A
Cited
US4528643A
Cited
US4559415A
Cited
US4630200A
Cited
US4587379A
Cited
US4578700A
Cited
US4566030A
Cited
US4625276A
Cited
US4577062A
Cited
US4577067A
Cited
US4598367A
Cited
US4523055A
Cited
US4634809A
Cited
US4611094A
Cited
US4630201A
Cited
US4649563A
Cited
US4697282A
Cited
US4603232A
Cited
US4654482A
Cited
US4674044A
Cited
US4785408A
Cited
US4756020A
Cited
US4696029A
Cited
US4763191A
Cited
US4866756A
Cited
US4788715A
Cited
US4812843A
Cited
US4757267A
Cited
US4757267B1
Cited
US4893328A
Cited
US4908850B1
Cited
US4908850A
Cited
US5017917A
Cited
US4896345A
Cited
US4972461A
Cited
US4953204A
Cited
US5001710A
Cited
US5036535A
Cited
US5343477A
Cited
US5164983A
Cited
US5261096A
Cited
US5278977A
Cited
US5455903A
Cited
US5256863A
Cited
US5280625A
Cited
US5444774A
Cited
US5392400A
Cited
US5528678A
Cited
US5655015A
Cited
US5530744A
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-08-02 | 2003-02-01 | 2003-08-03 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-08-02 | 2007-02-01 | 2007-08-03 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-08-02 | 2011-02-01 | 2011-08-03 | $7700.00 | Window Closed / Lapsed |