Patent ID: 6055308
Filing Date: 2000-04-25
Classification: H04L,H04M,H04N,H04Q

Abstract:
In a communication center having plural agent stations, each agent station comprising at least a personal computer with a video display unit (PC/VDU), a communication switching apparatus for routing incoming communications to individual ones of the agent stations, a status software application for monitoring status of agent stations by software-defined states, wherein one of the agent stations may simultaneously be active in two or more of the defined states, and a routing software application, a method for reporting status of agent stations by the status application to the routing application comprising the steps of:(a) monitoring by the status application the active states of agent stations according to the defined states;(b) requesting the state of an individual agent station from the status application by the routing application, and providing with the request a status priority indication (SPI) of active defined states of interest; and(c) providing to the routing application, by the status application, the active state of the individual agent station having the highest priority in the SPI provided by the requesting application.