US007092509B1
`
`(12)
`
`United States Patent
`Mears et a].
`
`(10) Patent N0.:
`(45) Date of Patent:
`
`US 7,092,509 B1
`Aug. 15, 2006
`
`(54) CONTACT CENTER SYSTEM CAPABLE OF
`HANDLING MULTIPLE MEDIA TYPES OF
`CONTACTS AND METHOD FOR USING THE
`SAME
`
`5,185,782 A
`5,206,903 A
`
`2/1993 Srinivasan
`4/1993 Kohler et a1.
`_
`(Contlnued)
`
`_
`(75) Inventors: John C. Mears, Galthersburg, MD
`(US); Gary E. KorzenioWski, New
`Market, MD (US); William R. Lewis,
`Jr., Ellicott City, MD (US); Ly K.
`Peang-Meth, Gaithersburg, MD (US)
`
`(73) Assignee: Microlog Corporation, GermantoWn,
`MD (Us)
`
`( * ) Notice:
`
`Subject to any disclaimer, the term of this
`patent is extended or adjusted under 35
`U.S.C. 154(b) by 0 days.
`
`(21) Appl. N0.: 09/400,320
`
`(22) Filed:
`
`Sep. 21, 1999
`
`(51) Int' Cl'
`H04M 3/00
`
`(2006.01)
`
`(2006.01)
`H04M 5/00
`379/266 01_ 379/265 02
`52 U 5 Cl
`'
`’
`'
`(
`)
`_'
`'
`' """" """ "I """"" "
`(58) Field of Classi?cation Search ............................. ..
`37906502726509’ 266'01’ 309’ 219’ 220'01’
`_
`_
`379/221'15; 370/352} 709/224
`See apphcanon ?le for Complete Search hlstory'
`_
`References Cited
`
`(56)
`
`U.S. PATENT DOCUMENTS
`
`6/1988 Rappaport et a1.
`4,752,889 A
`4,788,682 A 11/1988 Vij et a1.
`4,789,962 A 12/1988 Berry et a1.
`4,809,272 A
`2/1989 Torgrim et a1.
`4,837,798 A
`6/1989 Cohen et a1.
`4,881,261 A 11/1989 Oliphant et a1.
`4,969,185 A 11/1990 Dorst et a1.
`5,008,930 A
`4/1991 Gawrys et a1.
`5,029,200 A
`7/1991 Haas et a1.
`5,164,981 A 11/1992 Mitchell et a1.
`5,181,236 A
`1/1993 LaVallee et a1.
`
`WEB CALL
`BACK
`
`NR CALL NON-NR CALL
`
`FOREIGN PATENT DOCUMENTS
`
`CA
`
`3/1997
`2178705
`d
`C t-
`( on “we )
`OTHER PUBLICATIONS
`
`Carl R‘ rathmeyer’ “can Control}? 2.1 Digiial Multimedia
`Network , Computer-Telephone D1V1s1on D1alog1c Corpo
`ration, pp. 1-5, 1996.
`
`-
`(Commued)
`Primary ExamineriBenny Quoc Tieu
`(74) Attorney, Agent, or F irmiRoylance, Abrams, Berdo &
`Goodman, LLP
`
`(57)
`
`ABSTRACT
`
`A contact center system and method employing a plurality of
`.
`.
`.
`.
`agent Workstat1ons, and Wh1ch lncludes a queu1ng compo
`.
`.
`.
`.
`nent, capable of rece1v1ng contacts of dliferent media-types,
`such as telephone calls, e-mails, facsimiles, Web chat, Voice
`Over imemet protocol’ and so on, and maintaining the
`different media types contacts in a common queue While
`awaiting routing to the agent Workstations. The system
`further comprises a routing component Which routes the
`ueue contacts to t e a ents ase on cr1ter1a o t e
`q
`d
`h g
`b d
`i
`i
`f h
`contacts, criteria of the agents, or both. A media changing
`component of the system is capable of changing a media
`type of any of the media-type contacts to generate a changed
`media-type contact, While the queuing component is capable
`of entering the changed media-type contact in the common
`queue, and the routing component is capable of routting the
`queued changed media-type contact to at least one of the
`Workstations. A contact handling component initiates an
`event at any of the Workstations in response to the contact
`being routed to the Workstation, so that an agent at the
`Workstation can handle the contact as appropriate.
`
`21 Claims, 69 Drawing Sheets
`
`ROUTING
`W- T0
`AGENTS
`
`WEB CHAT
`VOLCE OVER IP
`
`FAX
`
`E-MAIL
`
`inContact, Inc.
`Exhibit 1001
`Page 1 of 106
`
`

`

`US. PATENT DOCUMENTS
`
`9/1993 Cave
`5,247,569 A
`2/1994 DeZonno et a1.
`D344,521 S
`5/1994 Rose
`5,309,513 A
`7/1994 Cave
`5,327,490 A
`7/1994 B?” et a1~
`5,333,266 A
`1/1995 Is1d0r0 et a1.
`5,384,771 A
`1/1995 Adams et a1.
`5,384,841 A
`2/1995 Adams et a1~
`5,392,329 A
`3/1995 DeZonno
`5,400,327 A
`6/1995 Fréeman et a1~
`5,428,608 A
`8/1995 Fnfides
`5,444,774 A
`9/1995 Kallya et a1~
`5,448,626 A
`5,479,487 A 12/1995 Hammond
`5,495,523 A
`“996 Ste“? et a1~
`A
`Harrlngton et a1.
`5,511,117 A
`4/1996 ZaZZem
`5,526,417 A
`6/1996 Dezonno
`5535270 A
`7/1996 139mm“ et a1~
`5,535,323 A
`7/1996 M1ller et a1.
`5,544,232 A
`8/1996 Baker et a1~
`5546452 A
`8/1996 Andrews et a1~
`5546455 A
`8/1996 Joyce er 91-
`5546456 A
`8/1996 V1130?“ et a1~
`5,548,636 A
`8/1996 Bfmmsteret a1~
`5550905 A
`8/1996 sllverman
`5,555,297 A
`9/1996 Ochy P. et a1.
`5,557,668 A
`9/ 1996 Brady
`5,563,805 A 10/1996 Arbuckle et a1.
`5,570,419 A 10/1996 Cave et 31.
`5,572,581 A 11/1996 Sattar et a1.
`5,577,112 A 11/1996 Cambray et a1.
`5,581,664 A 12/1996 Allen et a1.
`5,586,178 A 12/1996 Koenig et a1~
`$325132 15/1332 film et 31'
`5,592,543 A
`V1997 Smith et a1‘
`5,594,790 A
`1/1997 Curreri et a1.
`5,619,508 A
`4/1997 Davis et 31‘
`5,619,557 A
`4/1997 Van Berkum
`5,633,923 A
`5/1997 Kovarik
`5,633,924 A
`5/1997 Kaish et a1.
`5,640,577 A
`6/1997 Scharmer
`5,652,791 A
`7/1997 Sunderman et a1~
`5,657,383 A
`8/1997 Gerb‘fr et 31'
`5’668’862 A
`9/1997 Banmster et 31'
`i
`gawcett et 31'
`,
`,
`an Oorschot et a1.
`5,701,399 A 0/1997 Lee et a1‘
`5,703,943 A 12/1997 Otto
`5,712,902 A
`1/199g Florence et 31,
`5,715,450 A
`2/1998 Ambrose et a1.
`5,724,406 A
`3/1998 luster
`5,724,419 A
`3/1998 Harbuziuk et a1.
`5,724,420 A
`3/1998 Torgrim
`5,740,240 A
`4/1998 Jolissaint
`
`,
`
`,
`
`en
`
`US 7,092,509 B1
`Page 2
`
`4/1998 Kilander et a1.
`5,742,675 A
`8/1998 Dunn et a1.
`5,790,650 A
`8/1998 Polcyn
`5,796,791 A
`9/1998 Miloslavsky
`5,802,163 A
`9/1998 Fawcett @1211.
`5,802,526 A
`9/1998 Fahlman et 211.
`5,812,781 A
`5,825,869 A 10/1998 Brooks @1211.
`5,826,250 A “M1998 Tre?er
`5,831,665 A “H998 Dezonno
`5,832,070 A 11/1998 Bloom et 211.
`5,844,982 A 0/1998 Knitl
`5,848,143 A 12/1998 Andrews @1211.
`5,870,464 A
`2/1999 Brewster et a1.
`5,884,032 A
`3/1999 Bateman @1211.
`5,907,547 A
`5/1999 Foladare @1211.
`5,923,885 A
`7/1999 Johnson @1211.
`A
`SZlam et 31‘
`5,991,394 A 11/1999 DeZonno @1211.
`6,044,146 A *
`3/2000 Gisby et a1. ......... .. 379/266.02
`6,078,325 A
`6/2000 Jolissaint et a1.
`6,094,673 A
`70000 Dilip et 31‘
`6,263,066 B1* 7/2001 Shtivelman et a1.
`6,332,154 B1* 12/2001 Beck @1211. . . . . .
`6,356,633 B1* 3/2002 Armstrong ..
`6,449,356 B1* 9/2002 DeZonno
`6,449,646 B1* 9/2002 Sikora 61211.
`6,453,038 B1* 9/2002 McFarlane 61211.
`
`379/210.01
`. . . . .. 370/352
`.. 379/265.04
`.. 379/265.01
`.... .. 709/224
`379/265.05
`
`FOREIGN PATENT DOCUMENTS
`
`W0
`
`9712448
`
`4/1997
`
`“
`
`.
`
`,,
`
`.
`
`.
`
`OTHER PUBLICATIONS
`Al Baker, “Looking Ahead: Media Blending”, Siemens
`Business Communication System, Inc. 3 pages, published
`1mm 8921,1999
`i1r121ltiIg1It1roduct11o1n0toIaior1n9p9u7ter Telephony , D1alog1c Cor
`P
`’PP'
`’
`'
`.
`.
`.
`.
`Kerry
`Hassler et al., ReVolut1on1Z1ng De?n1ty Call
`Centers 1n the 1990s”, AT&T Techn1cal Journal, pp. 64-75,
`Jul/Aug- 1995
`“EMMS Electronic Mail & Messaging System”, Vol. 22, No.
`18, pp. 1-4, 001. 2, 1998.
`“Microlog’s Uni-Que Agent”, Computer Telephony the
`Magazine for Computer and Telephony Integration, a Miller
`Freeman Publication, cover page and p. 78, Dec. 1998.
`Betty Yuan, “Building an All Media Call Center”, Telecon
`.
`.
`nect, Spec1al Section: Small Call Centers, Vol. 17, No. 7, 3
`Pages, 1111- 1999
`Eric Anrum, “Uni?ed Messaging: It’s All Just Email”,
`Business Communications Review, pp. 37-40, Nov. 1998.
`AndreW Singleton, “Cash on the Wirehead”, 9 pages, Jun.
`1995'
`
`* cited by examiner
`
`inContact, Inc.
`Exhibit 1001
`Page 2 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 1 of 69
`
`US 7,092,509 B1
`
`142
`
`TAU
`
`SERVER
`
`144
`N
`E
`
`WWWSERVER
`126
`
`APPUCATTUN
`SERVER
`
`128
`
`g
`CUSTOMER
`LEGACY
`SYSTEM
`
`EMAIL
`132
`1 w
`
`
`"
`122
`
`
`
`INTERNET
`r
`WNSERVER
`
`9
`VIDEO
`
`CUSTOMER
`SERVER
`DATABASE
`
`
`REMOTE
`ACCESS
`
`SERVER
`
`
`
`
`
`GUST
`
`~
`
`K.
`
`150
`
`C
`
`RF
`138
`
`140
`
`146
`
`130
`
`
`
`Ea""""
`; NE
`
`a
`
`1
`AGENT
`AGENT
`:
`1 TELEPHONE WORKSTATION E
`
`FAX SERVER
`
`
`
`TELEPHONY
`
`
`CTI SERVER
`~——E___
`SWITCH
`106
`CTILINK
`m
`
`
`/
`100
`
`
`CUSTOMER
`TELEPHONE
`
`N 1%;
`CUTOMER
`FAX
`
`112
`
`FIG. 1
`
`inContact, Inc.
`Exhibit 1001
`Page 3 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 3 of 106
`
`

`

`U.S. Patent
`
`Aug. 15,2006
`
`Sheet 2 0f 69
`
`US 7,092,509 B1
`
`ACCESS
`ADMINISTRATION
`FEATURES
`
`I000
`
`1010
`ENTER
`ADMINISTRATION /
`URL
`
`1020
`PERFORM
`ADMINISTRATION /
`LOGIN
`
`1030
`SETUP
`CONTACT CENTER /
`CRITERIA
`
`WAIT FOR
`CONTACTS OR
`AGENTACTIVITY
`
`FIG. 2
`
`inContact, Inc.
`Exhibit 1001
`Page 4 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 3 0f 69
`
`US 7,092,509 B1
`
`Adninism?on - Netsca
`Q0 Qamurm
`
`_
`
`BE]
`sezmNascape
`
`5 Eli]
`
`ADMINISTRATION
`
`Email Proxy
`Campaign
`
`Routing Rules
`Telephony
`
`Web Msg Board
`
`“mm
`
`H
`
`FIG. 3
`
`/152
`
`Please Enter:
`Username
`
`Password:
`
`I
`
`4/154
`
`Login
`
`Reset
`
`FIG. 4
`
`inContact, Inc.
`Exhibit 1001
`Page 5 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 4 0f 69
`
`US 7,092,509 B1
`
`j
`
`Agent Administration
`
`Agent Profile Setup
`
`Agent Skill Assignment
`
`</156
`
`Agent Media Skill Assignment
`
`J
`
`[2] [E] [3]
`—Agent Pro?le —
`Username:
`
`A d d
`
`Full Name:
`_
`
`Password:
`
`IS
`_
`Verify Password:
`
`Modify
`
`Max Wrap-Up time (in seconds):
`
`R
`emOVe
`
`158
`I2] Grant Sys Admin Privileges /
`
`Clear
`
`OK
`
`i:
`
`FIG. 6
`
`P Agent Pro?le Setup
`Existing Agents:
`agen?
`agentiO
`39%“
`agent12
`agent13
`agenl14
`
`‘
`
`_
`
`agent16
`ageni17
`agenttB
`333229
`agent20
`a ent21
`agemgg
`agent23
`agent24
`agent25
`
`inContact, Inc.
`Exhibit 1001
`Page 6 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 5 0f 69
`
`US 7,092,509 B1
`
`EAgent Skill Assignment
`System Skills:
`
`11-5-81 ---------------------
`g
`
`Q E] E"
`
`Agent:
`
`n
`has the following skills:
`TIER 1
`TIER 2
`TIER 3
`
`4/100
`
`OK
`
`Add
`
`Add All
`
`Remove
`
`Remove All
`
`EAgent Media Skill Assignment
`System Media Types:
`EM
`E
`
`Add
`
`Add All
`
`Remove
`
`Remove All
`
`E} [1!] EH
`
`5
`
`Agent:
`
`has Media Types:
`EMAFL
`VOICE
`WBB
`
`M102
`
`OK
`
`FIG. 8
`
`inContact, Inc.
`Exhibit 1001
`Page 7 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 6 6f 69
`
`US 7,092,509 B1
`
`Email Proxy Maintenance
`
`Email Proxy Con?guration
`
`Mailbox Setup & Maintenance
`
`4/ 164
`
`FIG. 9
`
`Email Proxy Con?guration
`
`Attachment Data Store:
`Attachment Data Base URL:
`
`BENZ]
`
`Lc:\|nelPub\wwwroot\email\attachme 1
`mp1!”27.0.0."email/attachments
`1
`
`Attachment Icon File Path:
`
`[ c:\|netPub\wwwroot\icons
`
`Attachment Icon Base URL:
`
`lEpM/i 27.0.0.1/icons
`
`_|
`
`_|
`
`
`
`DefaultAttachment Icon Name: Poll Frequency (in Seconds):
`
`
`
`Wgif I 1
`
`
`
`] </ 7
`
`Apply
`
`OK
`
`Cancel
`
`FIG. 10
`
`inContact, Inc.
`Exhibit 1001
`Page 8 of 106
`
`

`

`U.S. Patent
`
`Aug. 15,2006
`
`Sheet 7 0f 69
`
`US 7,092,509 B1
`
`[Q Mailbox Setup 8- Maintenance
`Existing Mailboxes:
`sales
`service
`
`Add
`
`Modify
`
`Remove
`
`Eli?iiiii
`
`———Maiibox Pro?le
`Mailbox Name:
`tech_sppt
`Domain Name:
`WWW. acmecom
`Mailbox Password:
`
`POP3 iP Address:
`127.0.0.1
`SMTP IP Address:
`127.0.0.1
`O 1: 2 P
`
`II II
`
`Response Template URL.
`http://127.0.0.1!responsei a
`
`Clear
`
`OK
`
`FIG. 11
`
`Campaign Administration
`
`Campaign Setup
`
`Contact Status Table Maintenance
`
`Agent Assignment to Campaign
`
`Telephony Device Mapping
`
`Map Telephone Line to Campaign
`
`FIG. 12
`
`inContact, Inc.
`Exhibit 1001
`Page 9 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 8 of 69
`
`US 7,092,509 B1
`
`[E Campaign Setup
`|-—Current Default Campaign: CHICAGO
`Existing Campaigns:
`
`5.5!9059 ................ 5.
`NEMEBSEX ............ ..
`
`Add_
`
`EitEiEJi
`
`.
`-
`C
`ampa'gn
`| NEW JERSEY
`Re-Route Number:
`:5 m
`[2] Set as Defauit
`/
`
`|
`
`Clear
`
`OK
`
`e
`R
`emov
`
`FIG. 13
`
`IE Contact Status Table Maintenance
`
`El IE] [XII
`
`@ Contact
`
`0 No Contact 0 No Connect 0 Re-Routed
`
`Campaign;
`
`New Result:
`I
`
`Campaign:
`
`I
`
`Remove
`
`Existing Results:
`
`3 year sale
`5 year sale
`
`Existing Reasons:
`
`Result:
`[3 year sale
`New Reason:
`sales promotion
`
`Ivl
`
`Add
`
`Remove
`
`OK
`
`FIG. 14
`
`inContact, Inc.
`Exhibit 1001
`Page 10 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 9 0f 69
`
`US 7,092,509 B1
`
`[Q Agent Assignment to Campaign
`
`System Campaign:
`CHICAGO
`NEW JERSEY
`
`Agent
`agent60
`Assigned to:
`I‘ 155' ‘i CHICAGO
`
`' ------ - -' NEW JERSEY
`
`E] E] I
`
`i
`
`Add All
`
`Remove
`
`Remove All
`
`FIG. 15
`
`OK
`
`
`
`E Telephony Device Mapping Existing Telephony Devices:
`
`Type ]
`ACD
`
`Campaign
`Number |
`3000
`CHICAGO
`
`1
`
`Type:
`ACD
`
`i192 .......
`
`Number
`
`Campaign:
`
`/
`
`NEW JERSEY
`
`?
`
`Modify
`
`OK
`
`
`
`
`
`3200 3 s ACD ._..' ----------------------------------------------- --l NEWJERSEY 5
`
`
`
`FIG. 16
`
`inContact, Inc.
`Exhibit 1001
`Page 11 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 10 0f 69
`
`US 7,092,509 B1
`
`
`
`[@Map Telephone Line to Campaign Existing DNIS:
`
`_
`
`E] [E]
`
`DNIS
`#8005551212
`
`l Campaign
`CHICAGO
`
`Modify
`
`|_'—_DNlS Mappmg—
`DNIS:
`Add M:
`Campaign:
`NEWJERSEY
`
`|
`
`i /
`v
`180
`
`Remove
`
`Clear
`
`OK
`
`(
`
`L
`
`\
`
`Telephony Maintenance
`
`Telephone/ACO Setup
`
`De?ne Telephone Extension / 182
`
`Map IVR Port to ACD Extension
`
`J
`
`FIG. 18
`
`inContact, Inc.
`Exhibit 1001
`Page 12 of 106
`
`

`

`U.S. Patent
`
`Aug. 15,2006
`
`Sheet 11 0f 69
`
`US 7,092,509 B1
`
`Q TelephonelACD Setup
`Existing Telephony Devices:
`3000
`3100
`3200
`
`@ ACD Queue
`0 Routing Point
`Number:
`
`[:1 Route by ems
`E] Re-Route Device
`_—-Switch Info
`Switch Type:
`
`El [5] IX]!
`
`1
`
`H
`
`</'184
`Switch ID:
`WP]
`CT! Server:
`
`5
`
`Initial Call Treatment
`
`Set Secondary CTI
`
`Add
`
`M°dify
`
`Remove
`
`Clear
`
`OK
`
`FIG. 19
`
`E
`—Secondary CTI
`
`EIIEHBJJ
`
`ACE): 3100
`Secondary Switch ID:
`
`Secondary CT! Server:
`
`186
`/
`
`OK
`
`Cancel
`
`FIG. 20
`
`inContact, Inc.
`Exhibit 1001
`Page 13 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 12 0f 69
`
`US 7,092,509 B1
`
`[E De?ne Telephone Extension
`Existing Telephony Extensions:
`200-203
`401-403
`
`E] E] I2] I
`
`From Extension:
`
`To Extension:
`
`Switch Info
`Switch Type:
`
`Switch ID:
`M33 188
`Server:
`/
`
`Add
`
`Modify
`
`Remove
`
`Set Secondary CTl
`
`Clear
`
`OK
`
`[Q Map lVRPorttoACD Extension
`Existing IVRs:
`F.C. [ r0. | RE. [ T.E.
`Master |
`3
`200
`203
`1 51
`0
`___________________________________________ “
`
`El 15] Ell‘
`
`Maslerl
`ll:
`From Channel (FC):
`
`Add E:
`To Channel (TC):
`
`Modify
`
`From Extension (F.E.):
`
`To Extension (T.E.):
`
`Remove
`
`[3 Re-Route Channels
`
`Clear
`
`OK
`
`FIG. 22
`
`inContact, Inc.
`Exhibit 1001
`Page 14 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 13 0f 69
`
`US 7,092,509 B1
`
`h
`
`\
`
`Routing Administration
`
`Map Text Strings to Skill
`
`De?ne Customer Priority Levels
`
`.</192
`
`De?ne Media Priority Levels
`
`De?ne Routing Skills
`
`0
`
`J
`
`E Map Text Strings to Skill
`
`IZIIENXIJ
`
`Existing Text Strings:
`Text String [ Matched Skill:
`1 sale
`SALES REP
`7 saie
`SALES MGR
`4 is_ problem
`SUPPORT MGR
`4 corpora
`MKT MGR
`
`lRemove
`
`. M I
`T
`__ ext 5mg app "9-?
`Text String:
`-
`Match Ski":
`
`</194
`
`FIG. 24
`
`inContact, Inc.
`Exhibit 1001
`Page 15 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 14 0f 69
`
`US 7,092,509 B1
`
`‘E De?ne Customer Priority Levels
`Existing Customer Types:
`_'~_
`|
`CustomerTypeI PI 3
`1 5" ________ __1.__9-__1_
`2 4
`50 0
`1
`?3
`15 4O 3
`T1
`5
`20 5
`
`[2] E) [2)
`
`I
`
`CustomerType:
`I5
`'
`_
`Pnonty(P):
`
`Add
`
`To Fe
`
`77
`
`T89
`_9_se
`102
`‘I |
`
`10 1 0 92 4 4
`
`
`
`96 1
`23
`
`lncrement(1): modlfv CE)
`
`Frequenq/(F?in seconds):
`
`Re we
`34 45 4
`56 e5 3 m m
`10 so 4 7
`I l*
`
`Clear
`
`OK
`
`[E De?ne Media Priority Levels
`
`[3515)]
`
`Media Type:
`Existing Media Types:
`I F |Time Out E:
`Media Type
`I P I
`5
`30
`1 EMAIL
`2
`5
`5
`30
`2 W88
`3
`s
`3 VOICE
`1
`so 5
`30
`
`I
`
`Modify
`
`Remove
`
`FIG. 26
`
`Pnb?IHP):
`[:2
`Increment (1):
`
`5]
`
`Frequency (F)[in seconds): /198
`:5
`Time Out (in seconds):
`I 30)
`
`I
`@
`
`OK
`
`inContact, Inc.
`Exhibit 1001
`Page 16 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 15 0f 69
`
`US 7,092,509 B1
`
`HDe?ne Routing Skills
`FCurrent Default Skill: SALES MGR
`Existing uniQue Skills
`MAC TECH
`MKT MGR
`
`8km
`'
`
`SUPPORT ENG
`SUPPORT MG
`II
`‘I
`1 >1
`
`Remove
`
`Clear
`
`(200
`
`OK
`
`FIG. 27
`
`REPORTS
`
`‘
`
`‘I __ ToaIAcMty
`l
`
`Abandoned Call
`Repons
`
`FIG. 28
`
`inContact, Inc.
`Exhibit 1001
`Page 17 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 16 6f 69
`
`US 7,092,509 B1
`
`4/14/99
`Period:
`Organization: Services
`Agent:
`David
`Campaign: All
`Total Activity Recap
`
`Reporl Date: 4117/99
`Report Time: 14:05:03
`
`Telephone Contacts
`
`L_og 1.2g Duration
`1_n M
`
`O_ut;
`ln_-
`2w him
`
`Mal
`
`Email
`
`Avg. Min.
`Web Other Total M
`
`8:00 10:00
`
`10:15 12:00
`
`12:45 14:30
`
`120
`
`105
`
`105
`
`14:4516100
`
`75
`
`13
`
`7
`
`12
`
`7
`
`39
`
`4
`
`3
`
`3
`
`6
`
`16
`
`17
`
`10
`
`15
`
`13
`
`55
`
`4
`
`11
`
`5
`
`3
`
`3
`
`4
`
`3
`
`2
`
`23
`
`12
`
`24
`
`25
`
`23
`
`18
`
`90
`
`5.00
`
`4:20
`
`4.57
`
`4617
`
`4.50
`
`Total
`
`405
`
`FIG. 29
`
`\
`204
`
`Contact Handling Time
`
`Unavailable No
`Activity
`%g %% Em m T I
`n
`u
`
`Inbound Outbound
`
`Total
`
`e T
`
`on
`
`E_rna_i1 m Other
`
`Lmg
`
`8:00 10:00
`
`10:15 12:00
`
`12:45 14:30
`
`14:45 16:00
`
`Total
`
`2
`
`2
`
`11
`
`3
`
`18
`
`7
`
`5
`
`4
`
`3
`
`72
`
`45
`
`57
`
`29
`
`19
`
`203
`
`24
`
`21
`
`15
`
`28
`
`88
`
`8
`
`24
`
`11
`
`7
`
`50
`
`8
`
`8
`
`7
`
`5
`
`27
`
`120
`
`105
`
`105
`
`75
`
`405
`
`FIG. 30
`
`216
`
`inContact, Inc.
`Exhibit 1001
`Page 18 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 17 0f 69
`
`US 7,092,509 B1
`
`4/14/99
`
`Report Date.‘ 4/17/99
`Report Time: 14:05:03
`
`Period:
`Organization: Services
`Campaign:
`All
`Total Activity Recap
`Avg. Min.
`Total
`Other
`Web
`Email
`Telephone Contacts
`mid QMDL' 590mg CLEE M 9m Lr?slmlil
`
`Age“
`
`David Robinson
`Joe Mc Colum
`Harry Doyle
`Jane Alexander
`Kermit Spenser
`
`Mike Alabaster
`
`Milan Jones
`Scott Nyquisl
`
`Total
`
`43
`34
`65
`98
`132
`
`45
`
`32
`65
`
`514
`
`4
`3
`3
`6
`3
`
`5
`
`6
`8
`
`38
`
`47
`37
`68
`104
`135
`
`0
`
`0
`45
`
`436
`
`4
`11
`5
`3
`11
`
`5
`
`6
`3
`
`98
`85
`141
`211
`281
`
`55
`
`44
`121
`
`48
`
`0
`
`1036 _
`
`4.23
`5.65
`7.89
`113.65
`23.50
`
`4.50
`
`4.12
`7.30
`
`2.84
`
`FIG. 31
`
`\
`208
`
`Unavailable No Activity
`1153
`Tl__mg_
`
`Inbound
`Teleghone
`
`Total
`Outbound
`leleglgone EL" ,_e_l1 QM Ting
`
`David Robinson
`
`Joe Mc Colum
`
`12
`
`34
`
`14
`
`12
`
`300
`
`234
`
`43
`
`23
`
`23
`
`45
`
`12
`
`15
`
`404
`
`363
`
`557
`
`Ham] Doyle
`
`Jane Alexander
`
`Kermit Spenser
`
`Mike Alabaster
`
`Milan Jones
`
`Scott Nyq uist
`
`Total
`
`12
`
`6
`
`15
`
`7
`
`12
`
`23
`
`121
`
`O
`
`0
`
`O
`
`12
`
`45
`
`23
`
`106
`
`432
`
`123
`
`123
`
`189
`
`321
`
`200
`
`1922
`
`54
`
`23
`
`23
`
`56
`
`71
`
`23
`
`43
`
`54
`
`67
`
`65
`
`23
`
`12
`
`16
`
`1B
`
`19
`
`20
`
`21
`
`22
`
`224
`
`247
`
`349
`
`493
`
`303
`
`316
`
`332
`
`143
`
`0
`
`2940
`
`FIG. 32
`
`m
`
`inContact, Inc.
`Exhibit 1001
`Page 19 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 18 0f 69
`
`US 7,092,509 B1
`
`Period:
`
`4/14/99
`
`ACD Name
`ACD Groug
`1 Inbound Sales
`
`2 Service
`
`3 Customer Support
`
`4 Outbound Sales
`
`Total
`
`Report Date: 04/17/99
`Report Time: 14:05:03
`Average
`Abandoned
`
`No Of
`
`Total
`
`Abandoned
`
`Wait Time‘
`
`C_a|l_s_ % m (mm)
`120
`23
`19%
`0.34
`
`60
`
`75
`
`68
`
`323
`
`4
`
`7
`
`0
`
`34
`
`7%
`
`9%
`
`0%
`
`11%
`
`0.56
`
`1.5
`
`0
`
`FIG. 33
`
`02
`
`Shift 1
`
`No Of
`
`Average
`Average
`Abandoned Pre Cali
`
`Total
`
`Abandoned
`
`wait Time Processing
`
`gall; % EL‘- (ili)
`0%
`0
`
`E10:
`
`115
`
`1
`
`0%
`
`13%
`
`17%
`
`14%
`
`0%
`
`20%
`
`14%
`
`11:30
`
`FIG. 34
`
`214
`
`inContact, Inc.
`Exhibit 1001
`Page 20 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 19 of 69
`
`US 7,092,509 B1
`
`Organization: Services
`
`Report Date: 04f17/99
`Report Time:
`14:05:03
`
`Reporting Period: 4I14199
`Campaign:
`Widgets 1
`
`In
`
`Average
`Wait
`
`Average
`Session
`
`Wrap-u p
`
`(in Mini
`
`ii I1 Min)
`
`[in Min)
`
`ml-
`Inl—
`
`m—
`
`sci-Lnmemo
`
`3.9h01
`
`
`
`_...-oo9$98-AmLn8o-oIIIIHIIHHHII‘90"=
`
`Contacts Contacts Contacts Contacts Average
`
`on 4;(3|
`
`G0
`
`Organization : Services
`Reporting Period: 4/14/99
`Widgels 1
`Campaign:
`
`OUTCOME: Successlul Contact
`
`Successful Contacts Result Summa
`inboun
`
`Telepho
`EAILS
`
`Report Date: 04117199
`ReportTime: 14:05:03
`
`? Outbound
`ne Telephone
`Calls
`
`Emali
`
`Web
`
`Other
`
`Total
`
`inContact, Inc.
`Exhibit 1001
`Page 21 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 21 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 20 of 69
`
`US 7,092,509 B1
`
`Successful Contact Result Detail
`
`Result - New Customer Sale
`
`Inbound Outbound
`Telephone Telephone
`Calls
`Calls
`
`Total
`Other
`Web
`Email
`Contacts Contacts Contacts Contags
`
`Loyal Customer
`Likes Product
`In a Good Mood
`
`Organization : Services
`Reporting Period: 4/14/99
`
`FIG. 37
`
`220
`
`When:
`
`Has the Money
`32
`
`-ma
`
`David Robinson
`Joe Mc Colum
`
`43
`
`Harry Doyle
`Jane Alexander
`
`65
`
`4s
`
`inContact, Inc.
`Exhibit 1001
`Page 22 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 22 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 21 of 69
`
`US 7,092,509 B1
`
`—-
`—-m mn—
`_-|:__
`Agent
`Anemgis
`David Robinson
`Joe Mc Colum
`
`—_sz
`
`—_
`
`—_33
`—_es
`
`WBB Administration
`
`Config WBB Proxy
`
`
`
`
`FIG. 40
`
`226
`
`inContact, Inc.
`Exhibit 1001
`Page 23 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 23 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 22 of 69
`
`US 7,092,509 B1
`
`(51!: Config WBB Proxy
`Web Bulletin Board Proxy Configuration
`
`E] El
`
`
`
`
`
`
`
`Days
`
`
`Ignore Messages Older than:
`400
`
`
`Messages are Routed to Agent if not Answered within:
`Home
`
`
`
`' Unsined JavaA lei Vflndow
`
`
`
`ODBC DSN:
`
`msghody
`
`Web BB 08 PoIling Frequency (in hours):
`
`Web BB ISAPI URL:
`
`http:/l127.0.0.1 wconnectfwcdil
`
`inContact, Inc.
`Exhibit 1001
`Page 24 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 24 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 23 of 69
`
`US 7,092,509 B1
`
` IIOO
`
`START BROWSER
`
`
`
`
`REQUEST APPLET
`AND DOWNLOAD
`
`READY TO LOGIN
`
`
`
`
`
`INITIALIZE AND START
`APPLET
`
`BIND TO AGENT
`MANAGER SERVICE
`
`SEND LOGIN REQUEST
`
`TO AGENT MANAGER
`
`
`VERIFY
`
`LOGIN INFORMATION
`
`NOTIFY AGENT OF
`
`WITH SECURITY
`
`
`
`FAILURE
`MANAGER
`
`SERVICE
`
`IITO
`
`SEND VIRTUAL AGENT
`OBJECT TOAGENT
`
`
`
`
`
`
`
`1230
`REGISTER AGENT
`
`AGENT MANAGER
`
`
`EVENT HANDLER
`REGISTRATION
`
`PERFORMS AGENT
`SUCCESSFUL
`WITH AGENT MANAGER
`
`
`
`ACCOUNTING
`
`SERVICE
`
`
`
`YES
`
`SEND SUCCESS T0
`
`
`AGENT
`
`
`
`
`
`
`125E]
`
`AGENT WAITS TO HANDLE
`EVENTS
`
`AGENT MANAGER WAITS
`TO HANDLE REQUESTS
`
`FIG. 42
`
`1240
`
`1260
`
`
`
`inContact, Inc.
`Exhibit 1001
`Page 25 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 25 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 24 of 69
`
`US 7,092,509 B1
`
`Ali? JavaScript or a Java applet From 'Mlcrolog Corporation’ is
`requesting additional privileges.
`
`Granting the following is high risk:
`
`‘ccess required to setup and configure your browser
`
`
`
`DRemember this decision
`
`identity verified by VeriSign. Inc.
`
`FIG. 43
`
`9 [db
`
`JavaScript or a Java applet From ‘Microlog Corporation' is
`requesting additional privileges.
`
`Identity verified by VeriSign. Inc.
`
`Granting the following is high risk:
`
`implementing HOP remote object software
`
`[Remember this decision
`
`FIG. 44
`
`inContact, Inc.
`Exhibit 1001
`Page 26 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 26 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 25 of 69
`
`US 7,092,509 B1
`
`Security Warning
`
`121
`
`Do you want to install and run “A ent” signed on
`8/17/99 2:31 PM and distribute
`y:
`
`Microlog Comoration
`
`Publisher authenticity verified by VeriSign Commercial
`Software Publishers CA
`
`Caution: Microiog Corporation asserts that this content is
`safe. You should only install/view this content it you trust
`Microlog Corporation to make that assertion.
`
`236
`
`
`
`D'TP
`
`1:1 Always trust content from Microlog Corporation
`
`FIG. 45
`
`238-2
`
`238-4 238-5
`
`238-6
`
`238-7
`
`238-8
`
`236-9 238-10
`
`238-11
`
`238-1
`
`
`
`g |_Session C-ontact Wra-U-_|
`-'
`0:00—00
`000—00 _-00.00
`
`1
`
`'
`
`
`
`Usemame:
`agen160
`Password:
`aaaaaaa
`
`Phone Extension:
`
`
`
`
`F-lG.4-7
`
`
`
`
`
`
`
`
`
`238-1
`
`23612
`
`238-3
`
`238-5
`
`2386
`
`238-9
`
`238-10
`
`
`
`Contact
`Wra -U
` 238
`——l fl
`
`S—ession
`_:10:34
`238-7
`238-8
`
`$32.
`
`1 ‘?
`
`238-11
`
`FIG. 48
`
`inContact, Inc.
`Exhibit 1001
`Page 27 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 27 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 26 of 69
`
`US 7,092,509 B1
`
`Enter Old Password:
`
`Enter New Password:
`
`Verify New Password:
`
`1:]
`
`WEB CALL
`BACK
`
`NR CALL
`
`NON-NR CALL
`
`WEB CHAT
`VOICE OVER IP
`
`FAX
`
`E-MAIL
`
`-
`
`COMMON QUEUE
`
`1
`
`FIG. 50
`
`ROUTING
`TO
`AGENTS
`
`inContact, Inc.
`Exhibit 1001
`Page 28 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 28 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 27 of 69
`
`US 7,092,509 B1
`
`110
`
`
`CUSTOMER
`TELEPHONE
`
`106
`
`
`
`,_-.-____..—_—_ _---_-—..-
`
`—_———————_--______—__————_-_
`
`———————————————————————
`
`_..___-.-—_-__..___——————_u.---.a
`
`\ \ I
`
`_x MN
`
`inContact, Inc.
`Exhibit 1001
`Page 29 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 29 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 28 of 69
`
`US 7,092,509 B1
`
`CUSTOMER CALLS “CONTACT” CENTER
`
`1300
`
`TELEPHONY SWITCH RECEIVES CALL
`
`‘310
`
`CTI SVR RECOGNIZES INBOUND CALL AND
`NOTIFIES ACD PROXY
`
`1320
`
`ACD PROXY REQUESTS CREATION OF CONTACT
`OBJECT WITH ROUTING MANAGER
`
`1330
`
`1340
`
`
`VERIFY
`PROXY
`ACCESS
`
`
`
`
`NO
`
`REJECT
`REQUEST
`
`1350
`
`YES
`
`ROUTING MANAGER CREATES CONTACT
`OBJECTAND RETURNS TO PROXY
`
`1360
`
`ACDPROXYASSIGNSMEDIASKILLTOCONTACT
`
`137”
`
`ACD PROXYASSIGNS CONTACT TO CAMPAIGN
`
`I380
`
`ACD PROXY POPULATES CONTACT WITH
`CUSTOMER DATA
`
`1390
`
`ACD PROXYROUTES CONTACT
`
`I395
`
`ROUTING MANAGER ADDS CONTACT TO QUEUE (FIG. 66)
`
`FIG. 52
`
`inContact, Inc.
`Exhibit 1001
`Page 30 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 30 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 29 of 69
`
`US 7,092,509 B1
`
`CUSTOMER
`TELEPHONE
`110
`
`106
`
`116
`
`u.-—-——‘.————n-————-_——-——---
`
`,—-122
`
`inContact, Inc.
`Exhibit 1001
`Page 31 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 31 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 30 0f 69
`
`US 7,092,509 B1
`
`CUSTOMER CALLS
`“CONTACT" CENTER
`
`1400
`
`TELEPHONY SWITCH RECEIVES CALL AND
`FORWARDS CALLER TO IVR
`
`CTI SVR RECOGNIZES INBOUND CALL
`AND NOTIFIES IVR PROXY
`
`1405
`
`1410
`
`IVR PROXY REQUESTS CREATION OF CONTACT
`OBJECT WITH ROUTING MANAGER
`
`1415
`
`1420
`
`
`VERIFY PROXY
`ACCESS
`
`
`
`
`
`N0
`
`REJECT
`REQUEST
`
`1425
`
`YES
`
`ROUTING MANAGER CREATES CONTACT
`OBJECTAND RETURNS To PROXY
`
`1430
`
`IVRPROXYASSIGNS
`MEDIASKILLTO CONTACT
`
`1435
`
`IVR PROMPTs CALLER TO COLLECT
`ROUTING INFORMATION
`
`1440
`
`IVR INSTRUCTS IVR PROXY TO ASSIGN
`ROUTING SKILLS TO CONTACT
`
`IYR INSTRUCTS IVR PROXY TOASSIGN
`CAMPAIGN SKILLS TO CONTACT
`
`IVRINSTRUCTSIVRPROXYTOASSIGN
`CUSTOMER DATA TO CONTACT
`
`1445
`
`1450
`
`1455
`
`IVR NOTlFIES IVR PROXY TO ROUTE CALLER
`
`146”
`
`IVR PROXY ROUTES CONTACT
`
`”55
`
`ROUTING MANAGER ADDS CONTACT TO QUEUE (FIG. 66)
`
`FIG. 54
`
`inContact, Inc.
`Exhibit 1001
`Page 32 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 32 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 31 of 69
`
`US 7,092,509 B1
`
`CUSTOMERPHONE 110
`
`fig;
`
`CUSTOMER
`PC
`
`144
`
`108
`
`106
`
`116
`
`H
`
`TELEPHONY
`SWITCH
`
`CTl
`SERVER
`
`CT!
`MANAGER
`
`@ 142
`6 134
`
`WEB
`SERVER
`
`WEB
`PROXY
`
`AGENT
`MANAGER
`
`ROUTING
`MANAGER
`
`CONTACT CENTER SERVER
`___________________________________
`
`_-.._.._-...__-__-___-__.._.._____--_._..--l
`
`inContact, Inc.
`Exhibit 1001
`Page 33 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 33 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 32 of 69
`
`US 7,092,509 B1
`
`
`CUSTOMER
`REQUESTS
`“CONTACT" CENTER
`
`
`WEB CALLBACK
`
`1500
`
`WEB SERVER
`
`RECEIVES REQUEST
`
`1510
`
`WEB PROXY
`RECOGNIZES REQUEST
`AND REQUESTS CREATION
`OF CONTACT OBJECT
`
`WITH ROUTING MANAGER
`
`1520
`
`1530
`
`
`VERIFY
`
`PROXY
`ACCESS
`
`YES
`
`1540
`
`REJECT
`REQUEST
`
`N0
`
`1550
`
`1570
`
`WEBPROXY
`ASSIGNS
`CAMPAIGN SKILLTO
`CONTACT OBJECT
`
`
`
`
`
`
`ROUTING MANGER
`CREATES CONTACT OBJECT
`AND WEB PROXY ASSIGNS
`MEmASKILLTO
`CONTACT OBJECT
`
`
`
`
`
`
`1550
`
`1580
`
`WEB PROXY POPULATES
`CONTACTWITH CUSTOMER
`DATA
`(LE. CUSTOMER PHONE#)
`
`WEB PROXY
`ROUTES CONTACT
`
`QUEUE (FIG. 66)
`
`ROUTING NIANAGER
`ADDS CONTACT TO
`
`FIG. 56
`
`inContact, Inc.
`Exhibit 1001
`Page 34 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 34 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 33 of 69
`
`US 7,092,509 B1
`
`
`
`CUSTOMER
`PC
`
`144
`
`
`PROXY
`
`WEB
`SERVER
`
`WEB
`
`___________________________________
`
`inContact, Inc.
`Exhibit 1001
`Page 35 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 35 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 34 of 69
`
`US 7,092,509 B1
`
`CUSTOMER
`REQUESTS
`“CONTACT” CENTER
`WEB CHAT
`
`WEB SERVER
`
`RECEIVES REQUEST
`
`1500
`
`1510
`
`WEB PROXY AND CHAT
`SERVER
`RECOGNIZES REQUEST
`AND REQUESTS CREATION
`OF CONTACT OBJECT
`WITH ROUTING MANAGER
`
`
`
`
`
`
`
`1620
`
`1640
`
`REJECT
`REQUEST
`
`N0
`
`163°
`
`
`VERIFY
`PROXY
`
`ACCESS
`
`YES
`
`1660
`
`WEB PROXY
`ASSIGNS
`CAMPAIGN SKILL TO
`CONTACT OBJECT
`
`CONTACT OBJECT
`
`WEB PROXY
`ASSIGNS
`MEDIA SKILL TO
`
`1650
`
`1680
`
`QUEUE (FIG. 66)
`
`570
`
`
`
`WEB PROXY POPULATES
`CONTACT IIIIIATIACUSTOMER
`
`
`(LE. CUSTOMER PHONE#)
`
`
`
`WEB PROXY
`ROUTES CONTACT
`
`ROUTING MANAGER
`ADDS CONTACT TO
`
`FIG. 58
`
`inContact, Inc.
`Exhibit 1001
`Page 36 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 36 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 35 of 69
`
`US 7,092,509 B1
`
`CUSTOMER
`PC
`
`144
`
`
`
`inContact, Inc.
`Exhibit 1001
`Page 37 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 37 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 36 of 69
`
`US 7,092,509 B1
`
`CUSTQMER
`MRYESYOREOYERYP
`TO“CONTACTCENTER
`
`1700
`
`1770
`
`YoYRGRYERRY
`RECEIVES REQUEST
`YRRSELEOR
`WEBSERVERJWEB
`
`1705
`
`
`
`TELEPHONY SWITCH
`RECEIVESCRJlVlA
`VoIPGATEWAY
`
`
`
`PROXY
`
`cn SERVER RECOGNIZEE
`
`
`DOES WP
`INBOUNDCALLAND
`NOTIFIESACDPROXY TOACD/PBX?
`DESTNEEDTRANSWON
`
`
`1710
`
`
`ACD PROXY REQUESTS
`
`
`YoYPRRoxY
`CREATIUNOFCONTACI
`
`RECOGNIZESREOUEST
`OBJECTWYTH
`
`ROUTING MANAGER
`ANDREQUESTSCREAHON
`
`
`
`OFCONTRCTOBJECT
`MTHROUTINGMANAGER
`
`VERIFY
`1730
`
`
`
`REEXYEEST
`PROXYACCESS
`
`
`
`
`VERIFY
`
`
`PROXYACCESS
`YES
`
`
`
`1775
`
`1780
`
`"85
`
`1790
`
`1795
`
`SYYYPESY’BXYXEY
`
`Hgggggyggfggfigfigg
`OBJECTAND
`ACDPROXYPOPULAIES
`PROXYASSIGNSMEDIASKILL
`RETURNS‘PPRPXY
`CYYBAHYE‘RVEYPA
`
`CU
`TOCONTACTOBJECT
`
`
`ACDPROXY
`
`ASSIGNSMEDIA
`
`CORPRYSSER
`
`
`Ace PROXY
`YRSRR’YSRYRS
`
`
`
`ROUTES CONTACT
`CONTACTOBJECT
`
`ACD PROXY
`
`
`ASSIGNS CAMPAIGN
`
`
`SKILLTO
`
`
`CONTACT OBJECT
`VoIPPROXYPOPULATES
`
`CONTACTWITH CUSTOMER
`
`DATA [LE CUSTOMER PHONEY)
`
`
`
`
`W'PPROXY
`RounYe MANAGER
`
`511511175 m1"
`Y
`CONNECTION REQUEST
`APPSCPYTIAGCWUEUE
`70 Yo'PGATEWAY
`-
`
`VolP PROXY
`ROUTES comm
`
`1715
`
`1720
`
`1725
`
`1755
`
`1760
`
`inContact, Inc.
`Exhibit 1001
`Page 38 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 38 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 37 of 69
`
`US 7,092,509 B1
`
` SCANNER
`
`144
`
`CUSTOMERFAX112
`
`106
`
`FAX
`SERVER
`
`118
`
`,,-122
`
`_____________________________________
`
`inContact, Inc.
`Exhibit 1001
`Page 39 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 39 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 38 of 69
`
`US 7,092,509 B1
`
`CUSTOMER
`SUBMITS FAX TO
`"CONTACT“ CENTER
`
`1800
`
`FAX SERVER RECEIVES
`REQUESTI/IA TELEPHONY SWITCH
`OR INTERNETAND NOTIFIES
`FAX PROXY
`
`
`
`FAX PROXY RECOGNIZES
`REQUEST AND REQUESTS
`CREATION OF CONTACT OBJECT
`WITH ROUTING MANAGER
`
`1805
`
`1810
`
`1320
`
`REJECT
`REQUEST
`
`1830
`
`FAX PROXY PASSES
`FAX TO OCR PROCESSOR
`
`NO
`
`
`VERIFY
`
`PROXY
`ACCESS
`
`YES
`
`I315
`
`FAX PROXY GETS
`
`
`CONTACT OBJECTAND
`
`
`ASSIGNS
`MEDIA SKILL
`
`
`1825
`
`1835
`
`OCR OUTPUT IS SENT
`TO TEXT PROCESSOR
`
`FAX PROXY ASSIGNS
`CAMPAIGN FOR CONTACT
`
`1840
`
`1845
`
`TEXT PROCESSOR
`RETURNS USABLE
`PARSED FAX INFO
`
`TO FAX PROW
`
`FAX PROXY POPULATES
`CONTACT WITH CUSTOMER
`DATA
`(LE. CUSTOMER PHONE#
`
`OR WEB ADDR
`
`1 1355
`
`1850
`
`FAX PROXY ASSIGNS
`ROUTING SKILLS
`FOR CONTACT
`
`FAX PROXY
`ROUTES CONTACT
`
`ROUTING MANAGER
`ADDS CONTACT TO QUEUE
`(FIG. 66}
`
`FIG. 62
`
`inContact, Inc.
`Exhibit 1001
`Page 40 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 40 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 39 of 69
`
`US 7,092,509 B1
`
`144 CUSTOMER
`
`142
`
`EMAIL SERVER
`
`—.._u_————..._.__..._._...__—____——-__—_—_--_—_____
`
`
`
`
`
`ROUTING MANAGER
`
`
`ENGINE
`
`
`TEXT PROCESSING
`
`CONTACT SYSTEM SERVER
`——_..._-_-__——___--_____-——_..__..___-__-_-—_-__.__—_-__
`
`inContact, Inc.
`Exhibit 1001
`Page 41 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 41 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 40 of 69
`
`US 7,092,509 B1
`
`CUSTOMER SENDS E-MAIL
`TO “CON TACT” CENTER
`
`1990
`
`E-MAIL SERVER
`RECEIVES E—MAIL
`
`1905
`
`E-MAIL PROXY POLLS E-MAIL SERVER
`FOR SPECIFIED MAILBOXES
`
`1910
`
`E-MAIL PROXY RECEIVES E-MAILAND REQUESTS
`CREATION OF CONTACT OBJECT WITH ROUTING MANAGER
`
`1915
`
`
`
`VERIFY PROXY
`ACCESS
`
`
`
`1920
`
`N0
`
`REJECT
`REQUEST
`
`1925
`
`YES
`
`ROUTING MANAGER CREATES CONTACT
`OBJECT AND RETURNS TO PROXY
`
`1930
`
`E-MAIL PROXY ASSIGNS
`MEDIA SKILL TO CONTACT
`
`1935
`
`E-MAIL PROXY PASSES E-MAIL MESSAGE
`AND CONTACT OBJECT FOR PARSING TO TEXT
`PROCESSING ENGINE
`
`1 940
`
`TEXTPROCESSINGENGINEASSIGNS
`ROUTING SKILLS TO CONTACT
`
`E~MAILPROXYASSIGNS
`CONTACT TO CAMPAIGN
`
`E-MAIL PROXY POPULATES CONTACT
`WITH CUSTOMER DATA
`
`1945
`
`1950
`
`1955
`
`E-MAIL PROXY ROUTES CONTACT
`
`195°
`
`ROUTING MANAGER ADDS CONTACT TO
`QUEUE(FIG.66)
`
`FIG. 64
`
`inContact, Inc.
`Exhibit 1001
`Page 42 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 42 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 41 of 69
`
`US 7,092,509 B1
`
`I I I I I I I | I I I I I I I I I I I I I I I I I I I I l I I I I I I I l I I I I I I I I I
`
`_I
`
`ROUTING
`MANAGER
`
`ROUTE REQUEST
`BROKER
`
`MANAGER __..1.—_—-——----_—_-———--——-_—————-
`
`ASSIGNMENT
`MANAGER
`
`AGENT
`
`CONTACT CENTER SERVER
`_______________________________________________
`
`inContact, Inc.
`Exhibit 1001
`Page 43 of 106
`
`inContact, Inc.
`Exhibit 1001
`Page 43 of 106
`
`

`

`U.S. Patent
`
`Aug. 15, 2006
`
`Sheet 42 0f 69
`
`US 7,092,509 B1
`
`ROUTING MANAGER RECEIVES
`ROUTE REQUEST PROM PROXY
`
`2000
`
`ROUTING MANAGER PASSES CONTACT OBJECT
`TO THE ROUTE REQUEST BROKER
`
`2010
`
`ROUTE REQUEST PR