Patent ID: 6987846
Filing Date: 2006-01-17
Classification: H04M,Y10S

Abstract:
1. A method of changing entity configuration information in a call center comprising the steps of: monitoring a database of the call center by an application within a supervisors workstation for log ons and log offs by entities of the call center to identify consoles being used by the entities; detecting log ons and log offs of the entities with respect to the call center by the application; modifying configuration information of the entities within a lookup table by the application based upon the detected log ons and log offs of the entities; monitoring physical location information of entities within the lookup table by an event handler within the supervisors workstation based upon the configuration information within the lookup table to provide an electronic floor plan; displaying the electronic floor plan containing pictorial images of the entities by the event handler on the workstation of the supervisor; automatically updating the electronic floor plan by the event handler to provide and reflect a change in physical location information of the entities based upon the automatic monitoring of the log ons and log offs of the entities; the supervisor selecting a pictorial image of an entity of the entities displayed on the electronic floor plan; and displaying entity configuration information of the selected entity on the supervisors workstation in response to the selection.