Electrical computers and digital processing systems: multicomput – Computer network managing – Computer network monitoring
Reexamination Certificate
2006-01-10
2006-01-10
Luu, Le Hien (Department: 2141)
Electrical computers and digital processing systems: multicomput
Computer network managing
Computer network monitoring
C379S265090, C379S265030
Reexamination Certificate
active
06985943
ABSTRACT:
A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.
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Anisimov Nikolay
Deryugin Vladimir N.
Giacomini Patrick
Makagon Petr
Ryabchun Andriy
Boys Donald R.
Centra Coast Patent Agency Inc.
Genesys Telecommunications Laboratories , Inc.
Luu Le Hien
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