Call center application data and interoperation architecture...

Details Call center application data and interoperation architecture... Call center application data and interoperation architecture...

2008-03-21

2011-11-29

Smith, Creighton (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265120, C717S101000, C726S025000

Reexamination Certificate

active

08068599

ABSTRACT:
A call center application data and interoperation architecture provides a centralized design for managing applications providing call center functionality. The architecture integrates information flow using a mater data repository for all applications for all aspects of a call center operation. The architecture provides employee information at defined levels through the complete employment life cycle, including the initial hiring and termination. The architecture provides the employee information by integrating human resources information with call center applications such as Employee attendance and Leave management, ID management, Transport management, Commitment logs, and Movement management, or any other application.

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Geppert, Andreas, Scherrer, Stefan, Dittrich, Klaus R., Derived Types and Subschemas: Towards Better Support for Logical Data Independence in Object-Oriented Data Models, Jun. 1, 1993, pp. 1-16, Technical Report IFI-93.27, Universität Zürich, Switzerland.
European Search Report, dated Jun. 18, 2009, pp. 1-6, European Application No. 09250056.0-1238, European Patent Office, The Netherlands.

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