Patent ID: 6711611
Filing Date: 2004-03-23
Classification: G06Q,H04L,H04M

Abstract:
In a communication center having agent workstations, a system for enabling a remote agent, using a light computerized device having insufficient power to operate as a workstation of the communication center, to access and operate as an agent with full access to data and software tools of the communication center, the system comprising:a proxy server executing a software suite; a workstation at the communication center; a local area network (LAN) connecting the proxy server, the workstation and the data and software tools of the communication center; and a two-way data link between the proxy server and the light computerized device used by the remote agent; characterized in that the proxy server, by the software suite, upon establishing a connection over the second data link, ascertains hardware and software characteristics of the light computerized device, establishes a connection to a workstation at the communication center over the LAN at direction of the light computerized device, whereby the light computerized device has full access to all data systems and is capable of operating all software available at the communication center from the workstation, via the LAN, on behalf of and according to direction from the light computerized device, transforms the data and results of the software operations into a form useable by the light computerized device, and transmits the transformed information to the light computerized device via the two-way data link.