公开(公告)号：US20110038475A1

公开(公告)日：2011-02-17

申请号：US12891620

申请日：2010-09-27

申请人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

发明人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

IPC分类号： H04M3/00

CPC分类号： H04M3/5183

摘要： A synchronization manager comprises an instruction execution system. The instruction execution system is configured to identify an initial master application of a plurality of workforce applications that are in communication with a contact center, identify remaining ones of the workforce applications as slave applications, determine a substitute master application hierarchy by prioritizing the slave applications, monitor the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, update corresponding user data in the slave applications with the changes to the user data in the initial master application. The instruction execution system is further configured to, if the initial master application is unavailable, identify one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy, and monitor the substitute master application to detect changes to the user data.

摘要翻译： 同步管理器包括指令执行系统。 指令执行系统被配置为识别与联络中心通信的多个劳动力应用程序的初始主应用程序，将剩余的劳动力应用程序识别为从应用程序，通过优先化从属应用程序来确定替代主应用程序层次结构， 监视初始主应用程序以检测用户数据的更改，如果检测到初始主应用程序中用户数据的更改，则在初始主应用程序中更改从属应用程序中的用户数据更改相应的用户数据。 指令执行系统还被配置为：如果初始主应用不可用，则基于替代主应用层次中的从应用的优先级，将其中一个从应用识别为替代主应用，并将替代主应用监视到 检测用户数据的更改。

公开(公告)号：US07817795B2

公开(公告)日：2010-10-19

申请号：US11529942

申请日：2006-09-29

申请人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

发明人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

IPC分类号： H04M3/00

CPC分类号： H04M3/5183

摘要： Systems and methods for performing agent data synchronization in a customer center having a plurality of agents. In this regard, a representative method comprises: storing agent data on a customer center network; sending the agent data to a plurality of workforce applications that are coupled to the customer center network, at least one workforce application including agent data; and updating the agent data of the plurality of workforce applications according to the received agent data such that synchronization of the agent data is maintained among the plurality of the workforce applications.

摘要翻译： 在具有多个代理的客户中心中执行代理数据同步的系统和方法。 在这方面，代表性方法包括：将代理数据存储在客户中心网络上; 将代理数据发送到耦合到所述客户中心网络的多个劳动力应用程序，至少一个劳动力申请包括代理数据; 以及根据所接收的代理数据来更新所述多个劳动力申请的代理数据，使得在所述多个劳动力申请之间维持所述代理数据的同步。

公开(公告)号：US08331548B2

公开(公告)日：2012-12-11

申请号：US12891620

申请日：2010-09-27

申请人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

发明人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

IPC分类号： H04M3/00

CPC分类号： H04M3/5183

摘要： A synchronization manager comprises an instruction execution system. The instruction execution system is configured to identify an initial master application of a plurality of workforce applications that are in communication with a contact center, identify remaining ones of the workforce applications as slave applications, determine a substitute master application hierarchy by prioritizing the slave applications, monitor the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, update corresponding user data in the slave applications with the changes to the user data in the initial master application. The instruction execution system is further configured to, if the initial master application is unavailable, identify one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy, and monitor the substitute master application to detect changes to the user data.

摘要翻译： 同步管理器包括指令执行系统。 指令执行系统被配置为识别与联络中心通信的多个劳动力应用程序的初始主应用程序，将剩余的劳动力应用程序识别为从应用程序，通过优先化从属应用程序来确定替代主应用程序层次结构， 监视初始主应用程序以检测用户数据的更改，如果检测到初始主应用程序中用户数据的更改，则在初始主应用程序中更改从属应用程序中的用户数据更改相应的用户数据。 指令执行系统还被配置为：如果初始主应用不可用，则基于替代主应用层次中的从应用的优先级，将其中一个从应用识别为替代主应用，并将替代主应用监视到 检测用户数据的更改。

公开(公告)号：US20070274505A1

公开(公告)日：2007-11-29

申请号：US11529942

申请日：2006-09-29

申请人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

发明人： Rajan Gupta ,  Kurt Rush ,  Uri Peleg

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5183

摘要： Systems and methods for performing agent data synchronization in a customer center having a plurality of agents. In this regard, a representative method comprises: storing agent data on a customer center network; sending the agent data to a plurality of workforce applications that are coupled to the customer center network, at least one workforce application including agent data; and updating the agent data of the plurality of workforce applications according to the received agent data such that synchronization of the agent data is maintained among the plurality of the workforce applications.

摘要翻译： 在具有多个代理的客户中心中执行代理数据同步的系统和方法。 在这方面，代表性方法包括：将代理数据存储在客户中心网络上; 将代理数据发送到耦合到所述客户中心网络的多个劳动力应用程序，至少一个劳动力申请包括代理数据; 以及根据所接收的代理数据来更新所述多个劳动力申请的代理数据，使得在所述多个劳动力申请之间维持所述代理数据的同步。