USRE46387E1 - Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center - Google Patents
Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center Download PDFInfo
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- USRE46387E1 USRE46387E1 US14/571,207 US201414571207A USRE46387E US RE46387 E1 USRE46387 E1 US RE46387E1 US 201414571207 A US201414571207 A US 201414571207A US RE46387 E USRE46387 E US RE46387E
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Abstract
Description
typedef enum { |
KVTypeString, | |
KVTypeInt, | |
KVTypeBinary, | |
KVTypeList, | |
KVTypeIncorrect = −1 /* used for error indication only */ |
} TKVType; |
struct_kv_pair { |
TKVType type; | |
char *key; | |
int length; | |
union { |
char * _string_value; | |
int_int_value; | |
unsigned char *_binary_value; | |
struct kv_list * list_value; |
} _value; |
#define string_value | _value._string_value |
#define int_value | _value._int_value |
#define binary_value | _value._binary_value |
#define list_value | _value._list_value |
struct_kv_pair *kv_next; | |
struct_kv_pair *kv_prey; |
}; |
typedef struct _kv_pair TKVPair; |
struct kv_list { |
struct _kv_pair *list; | |
struct _kv_pair *current; | |
struct _kv_pair *tail; |
}; |
typedef struct kv_list TKVList; |
TEvent Structure |
The following code exemplifies the structure of a transaction |
event (Tevent): |
typedef struct { |
enum TMessageType | Event; |
TServer | Server; | |
int | ReferenceID; | |
char | *HomeLocation; | |
char | *CustomerID; |
TConnectionID | ConnID; | |
TConnectionID | PreviousConnID; |
TCallID | CallID; | |
int | NodeID; | |
TCallID | NetworkCallID; | |
int | NetworkNodeID; | |
TCallHistoryInfo | CallHistory; | |
TCallType | CallType; | |
TCallState | CallState; | |
TAgentID | AgentID; | |
TAgentWorkMode | WorkMode; | |
long | ErrorCode; | |
char | *ErrorMessage; | |
TFile | FileHandle; | |
char | *CollectedDigits; | |
char | LastCollectedDigit; | |
TDirectoryNumber | ThisDN; | |
TDirectoryNumber | ThisQueue; |
unsigned long | ThisTrunk; |
TDNRole | ThisDNRole; | |
TDirectoryNumber | OtherDN; | |
TDirectoryNumber | OtherQueue; |
unsigned long | OtherTrunk; |
TDNRole | OtherDNRole; | |
TDirectoryNumber | ThirdPartyDN; | |
TDirectoryNumber | ThirdPartyQueue; |
unsigned long | ThirdPartyTrunk; |
TDNRole | ThirdPartyDNRole; | |
TDirectoryNumber | DNIS; | |
TDirectoryNumber | ANI; | |
char | *CallingLineName; | |
TDirectoryNumber | CUD; | |
TAddressInfoType | InfoType; | |
TAddressInfoStatus | InfoStatus; | |
TTreatmentType | TreatmentType; | |
TRouteType | RouteType; | |
char | *ServerVersion; | |
TServerRole | ServerRole; |
TMask | Capabilities; |
TKVList | *UserData; | |
TKVList | *Reasons; | |
TKVList | *Extensions; | |
TTimeStamp | Time; | |
void | *RawData; | |
TDirectoryNumber | AccessNumber; |
TXRouteType | XRouteType; | |
TReferenceID | XReferenceID; |
TKVList | *TreatmentParameters; |
char | *Place; | |
int | Timeout; |
TMediaType | MediaType; /* added 7/15/99 ER#9462 */ |
TLocationInfoType | LocationInfo; |
TMonitorNextCallType | MonitorNextCallType; |
/* | |
* Used in RequestPrivateService/EventPrivateInfo: | |
*/ |
TPrivateMsgType | PrivateEvent; |
} TEvent; |
Claims (39)
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US14/571,207 USRE46387E1 (en) | 1998-09-11 | 2014-12-15 | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
Applications Claiming Priority (3)
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US20080222240A1 (en) | 2008-09-11 |
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US6985943B2 (en) | 2006-01-10 |
USRE46521E1 (en) | 2017-08-22 |
EP1408678B1 (en) | 2011-11-30 |
EP1408678A3 (en) | 2006-05-03 |
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US20080046504A1 (en) | 2008-02-21 |
US10218848B2 (en) | 2019-02-26 |
US20030115353A1 (en) | 2003-06-19 |
USRE46538E1 (en) | 2017-09-05 |
US20050154792A1 (en) | 2005-07-14 |
US7565428B2 (en) | 2009-07-21 |
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