Contact center agent display application

Patent metadata

Field	Value
Publication number	US-9762726-B2
Application number	US-201213549897-A
Country	US
Kind code	B2
Filing date	Jul 16, 2012
Priority date	Jul 16, 2012
Publication date	Sep 12, 2017
Grant date	Sep 12, 2017

Abstract

The system and method detect a communication device being connected to a network. It is determined if the communication device will be used by an Agent the contact center. If the communication device will be used by an Agent in the contact center, a contact center display application is downloaded onto the communication device. The contact center display application is used to display contact center status information. The contact center status information is transmitted to the communication device. The communication device receives the contact center status information and displays the contact center status information via the contact center display application that was downloaded onto the communication device.

First claim

What is claimed is:

1. A method comprising:
detecting, by one or more processors, a communication device being connected to a network;
determining, by the one or more processors, that the communication device will be used by an agent in a contact center;
in response to determining that the communication device will be used by the agent in the contact center, downloading, by the one or more processors, a contact center display application onto the communication device, wherein the contact center display application displays contact center status information;
transmitting, by the one or more processors, the contact center status information to the communication device;
detecting, by the one or more processors, a presence of a supervisor observing a call between the agent and a customer, wherein the supervisor observes the call at the communication device used by the agent; and
in response to detecting the presence of the supervisor observing the call between the agent and the customer at the communication device used by the agent, modifying how the status information is displayed by changing a font or size of a font that is displayed to the agent and the supervisor.

2. The method of claim 1 , wherein the displayed contact center status information comprises at least one of: an icon, a banner, a status indicator, and text.

3. The method of claim 2 , wherein the displayed contact center status information is an icon and the displayed contact center status information comprises at least one of the following: a doing work after call icon, an on break icon, an at lunch icon, a manager icon, and a logout override icon.

4. The method of claim 1 , wherein the downloaded contact center display application is a specific contact center display application based on a first media type supported by the agent that uses the communication device and wherein a second contact display application is downloaded based on a second media type supported by a second agent that uses the communication device.

5. The method of claim 1 , wherein the downloaded contact center display application is configured differently based on a role or group of the agent that uses the communication device.

6. The method of claim 1 , further comprising the steps of:
determining the agent using the communication device; and
configuring the contact center display application to display information specific to the agent or downloading information specific to the agent.

7. The method of claim 1 , wherein in response to detecting the presence of the supervisor observing the call between the agent and the customer at the communication device used by the agent, sending warning tones to the communication device used by the agent, wherein the warning tones indicate the call is being observed by the supervisor, and in response to sending the warning tones, changing a display on the communication device used by the agent to a supervisory display mode.

8. The method of claim 1 , wherein modifying how the status information is displayed is also based on the supervisor joining the call between the agent and the supervisor using the supervisor's own independent communication device.

9. The method of claim 1 , wherein the status information displayed at the communication device used by the agent is further modified based on a calendar event of the supervisor, wherein the calendar event of the supervisor is that the supervisor is going to be walking around the contact center.

10. A system comprising:
a device detector configured to detect a communication device being connected to a network and determine that the communication device will be used by an agent in a contact center;
a software download module configured to download a contact center display application onto the communication device in response to determining that the communication device will be used by the agent in the contact center, wherein the contact center display application displays contact center status information;
a network interface configured to transmit the contact center status information to the communication device;
a person detection module configured to detect a presence of a supervisor observing a call between the agent and a customer, wherein the supervisor observes the call at the communication device used by the agent; and
a status detection module configured to modify how the status information is displayed by changing a font or size of a font that is displayed to the agent and the supervisor in response to detecting the presence of the supervisor observing the call between the agent and the customer at the communication device used by the agent.

11. The system of claim 10 , wherein the displayed contact center status information comprises at least one of: an icon, a banner, a status indicator, and text, and wherein the contact center status information comprises at least one of: a ready to receive calls icon, a doing work after call icon, a logged in icon, a logged out icon, and a logout override icon.

12. The system of claim 10 , wherein the downloaded contact center display application is a specific contact center display application based on the agent that uses the communication device.

13. The system of claim 10 , wherein the downloaded contact center display application is a specific contact center display application based on a location of the agent that uses the communication device.

14. The system of claim 10 , wherein the downloaded contact center display application is configured differently based on a role or group of the agent that uses the communication device.

15. The system of claim 10 , wherein downloading the contact center display application is based on at least one of an IP address, a MAC address, and a telephone number.

16. The system of claim 10 , wherein the downloaded contact center display application comprises a plurality of contact center display applications and the downloaded plurality of contact center display applications are downloaded based on more than one agent using the communication device.

17. The system of claim 10 , wherein the status information displayed at the communication device used by the agent is further modified based on a calendar event of the supervisor, wherein the calendar event of the supervisor is that the supervisor is going to be walking around the contact center.

18. A communication device of an agent comprising:
a device download module configured to receive a contact center display application, wherein the contact center display application is downloaded onto the communication device based on a determination that the communication device will be used by an agent in a contact center;
a network interface configured to receive contact center status information and receive modified status information based on detecting a presence of a supervisor observing a call between the agent and a customer, wherein the supervisor observes the call at the communication device;
a display configured to display the contact center display application and the contact center status information and modify the contact center status information by changing a font or size of a font that is displayed to the agent and supervisor in response to the supervisor observing the call between the agent and the customer; and
a person detection module configured to detect the presence of the supervisor observing the call between the agent and a customer at the communication device.

19. The communication device of claim 18 , wherein the downloaded contact center display application is a

Assignees

• Mitchell Robert
• Jolicoeur William
• Wallerius Joseph M
• Avaya Inc

Inventors

• Mitchell Robert
• Jolicoeur William
• Wallerius Joseph M

Classifications

• H04M3/00 Primary

  Automatic or semi-automatic exchanges · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M2201/38

  Displays · CPC title

• H04M3/42178

  by downloading data to substation equipment · CPC title