Abstract: A method and apparatus are provided for retrievably storing information within an automatic contact distributor system within a database that is accessible through the Internet. The method includes the steps of saving the information from the automatic call distributor system within the database using a SIP REGISTER message and retrieving the information through the Internet using a SIP SUBSCRIBE message.

Abstract: A method and apparatus for providing agent assistance to a client visiting a website of an organization. The method includes the steps of collecting contact information about the visit to the website by the client and connecting the client with an agent of the organization when the collected contact information exceeds a predetermined criterion.

Abstract: A method and apparatus for extensible real-time workflows are described. The present invention allows a user of a transaction processing system, such as a customer relationship management (CRM) tool or an automatic call distribution (ACD), for example, to easily add new event sources without recompiling the core workflow server engine of the transaction processing system. The invention also supports features such as the adding of new services, the exchange of events and parameters with other systems, real-time collection and display of workflow statistical information, the use of a centralized configuration database, incremental loading and unloading of workflows and rules, and exception handling.

Abstract: A method and apparatus are provided for processing a contact with a client of an organization. The method includes the steps of a contact processing resource of the organization detecting a contact with the client through a first communication channel operating under a first communication format, the contact processing resource generating an information request based upon the contact with the client, transferring the information request to a media server of the organization and the media server sending an information response to the client through a second communication channel operating under a second communication format.

Abstract: A method and apparatus are provided for controlling a server of a contact center system having a plurality of automatic contact centers. The method includes the steps of providing an audible menu to a supervisor of the contact center system having the plurality of automatic contact distributors, receiving an instruction from the supervisor and executing the received instruction within the server.

Abstract: A method and apparatus are provided for exchanging configuration information within a call center system between a central server and a plurality of dissimilar contact centers. The method includes the steps of the central server monitoring an contact center of the plurality of dissimilar contact centers for a configuration change message and converting the configuration change between a format of the central server and a format of a subscribing contact center of the plurality of contact centers, where the subscribing contact center is different than the monitored contact center.

Abstract: A method and apparatus are provided for storing data from an automatic contact distributor for access through the Internet. The method includes the steps of transferring information from a first resource of the automatic contact distributor to a database through the Internet where the transferred information is encoded within SIP messages and where the transferred information related to a predetermined service that the first resource has performed for a second resource of the automatic contact distributor, compiling and storing the transferred information in a data file of the database where the data file is indexed by a file identifier and retrieving the information from the database by a third resource of the automatic contract distributor using the file identifier.

Abstract: Method and system for providing an open-ended and modifiable ability to customize the display of data for current viewing of the display for purposes such as, but not limited to, Contact Center administration and management.

Abstract: A method and apparatus are provided for processing a contact with a client within a contact distributor. The method includes the steps of providing a primary SIP back-to-back user agent and an associated secondary SIP back-to-back user agent for each resource of a plurality of resources of the contact distributor and setting up a communication connection between the client and a resource of the plurality of resources through the provided primary back-to-back user agent of the resource. The method further includes the steps of an availability server monitoring the communication connection between the client and the resource, the availability server detecting a failure of the primary back-to-back user agent and the availability server transferring the connection from the primary back-to-back user agent to the associated secondary back-to-back user agent of the resource when the primary back-to-back user agent fails.

Abstract: A method and apparatus are provided for evaluating a plurality of work schedules containing scheduling information for a plurality of agents of an organization. The method includes the steps of providing a rule plug-in, defining a rule from the plug-in by associating an agent scheduling characteristic with the plug-in, comparing the agent scheduling characteristic with a set of agent scheduling entries of each agent within each of the plurality of work schedules and selecting a work schedule of the plurality of work schedules for use by the organization based upon the comparison.

Abstract: A method, for dynamic document localization, includes issuing a request for locale-neutral content, the request having a locale-neutral identifier. The locale-neutral content is received responsive to the request. Localized language content is built by applying a language setting for a current language selection to the locale-neutral content. The language setting includes a language-specific string in a strings data structure corresponding to the current language selection.

Abstract: A method and apparatus are provided for processing a call within an automatic contact distributor between a caller of the call and the automatic contact distributor. The method includes the steps of assigning a call identifier to the call when it arrives at the automatic contact distributor and transferring a call registration message from a resource of the automatic contact distributor to a tracking server of the automatic call distributor to register a presence of the call at the resource using the assigned call identifier.

Abstract: A method and apparatus are provided for identifying activities within a work schedule. The methods includes the steps of identifying an agent, defining at least one schedule profile associated with a single workday of the agent and identifying any occurrences within the work schedule that match the defined schedule profile.

Abstract: A method and apparatus are provided for changing operating parameters within an automatic contact distribution system that includes a plurality of functionally similar but structurally different automatic contact distributor subsystems. The method includes the steps of a user selecting an operating parameter for use by each of the plurality of functionally similar but structurally different automatic contact distributor subsystems, a respective conversion program for each of the plurality of functionally similar but structurally different automatic contact distributor subsystems receiving the selected operating parameter from the user and incorporating the selected operating parameter into the respective subsystems.

Abstract: A method, apparatus, and software are provided for deploying at least one virtual appliance to a deployment site of a multi-tier computer system. The method includes reading a deployment configuration file to identify at least one virtual appliance to deploy, transferring the identified at least one virtual appliance to the computer system, registering the at least one virtual appliance with a virtualization software of the computer system, changing the network settings of the virtualization software to match the deployment configuration file, placing a copy of the deployment configuration file on the virtualization software, and the virtualization software installing the identified at least one virtual appliance on the computer system.

Abstract: A headset and adapter that converts between Voice Over Internet Protocol (VOIP) network of a contact center and an audio signal received and generated by an agent of the contact center wearing the headset is disclosed. A VoIP terminal receives and transmits VoIP instructions and application program interface instructions over a contact center network. An audio terminal receives an audio signal from a microphone and transmits an audio signal to a speaker. A processor of the adapter converts a received VoIP signal to the transmitted audio signal and converts the received audio signal to a transmitted VoIP instruction.

Abstract: A method and apparatus are provided for processing messages in a networked automatic contact distribution system having a plurality of computer processors. The method includes the steps of a processor of the plurality of processors receiving a configuration message, the processor determining a type of the configuration message from metadata contained within the message and the processor executing a predetermined set of steps based upon the determined type of the configuration message.

Abstract: Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels.

Abstract: Method, apparatus and systems provide reversible logic for widget and markup language generation. In some embodiments, a method includes receiving one or more widgets. The method also includes generating first markup language code having semantics that are independent of a description of the one or more widgets. The method includes receiving second markup language code. The method also includes generating the one or more widgets based on the second markup language code.

Abstract: A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call center management system and a plurality of telephones associated with the agent workstations. The system may also have a switch that automatically connects calls to the telephones. An off-hook detector automatically detects a manually initiated off-hook status of at least one of the telephones and signals the switch that the agent at the telephones is unavailable. The switch may then avoid connecting a call to the unavailable agent.