US 12,074,754 B2
Live-monitoring to trigger communication actions via an in-house management network
Matthew Grady McConnell, Johns Creek, GA (US); Christopher Powell Busbee, Marietta, GA (US); Kevin Wilson, Bradenton, FL (US); Eric Victor Drucker, Roswell, GA (US); Jennifer Christine East, Milton, GA (US); Michael Carl Jarus, Suwanee, GA (US); Jennifer Lee, Hays, KS (US); and Harper Flores, Cleveland, TX (US)
Assigned to Intradiem, Inc., Marietta, GA (US)
Filed by Intradiem, Inc., Marietta, GA (US)
Filed on May 29, 2023, as Appl. No. 18/203,031.
Application 18/203,031 is a continuation of application No. 17/966,457, filed on Oct. 14, 2022, granted, now 11,665,044.
Application 17/966,457 is a continuation in part of application No. 17/739,655, filed on May 9, 2022, granted, now 11,601,322, issued on Mar. 7, 2023.
Application 17/739,655 is a continuation of application No. 17/493,760, filed on Oct. 4, 2021, granted, now 11,329,861, issued on May 10, 2022.
Application 17/493,760 is a continuation in part of application No. 17/364,851, filed on Jun. 30, 2021, granted, now 11,356,316, issued on Jun. 7, 2022.
Application 17/364,851 is a continuation in part of application No. 17/163,126, filed on Jan. 29, 2021, granted, now 11,108,618, issued on Aug. 31, 2021.
Application 17/163,126 is a continuation in part of application No. 17/061,024, filed on Oct. 1, 2020, granted, now 11,075,794, issued on Jul. 27, 2021.
Application 17/061,024 is a continuation of application No. 16/912,351, filed on Jun. 25, 2020, granted, now 10,833,917, issued on Nov. 10, 2020.
Application 16/912,351 is a continuation of application No. 16/804,376, filed on Feb. 28, 2020, granted, now 10,833,916, issued on Nov. 10, 2020.
Application 16/804,376 is a continuation of application No. 16/580,258, filed on Sep. 24, 2019, granted, now 10,623,233, issued on Apr. 14, 2020.
Application 17/739,655 is a continuation in part of application No. 17/364,851, filed on Jun. 30, 2021, granted, now 11,356,316, issued on Jun. 7, 2022.
Application 17/364,851 is a continuation in part of application No. 17/163,126, filed on Jan. 29, 2021, granted, now 11,108,618, issued on Aug. 31, 2021.
Application 17/163,126 is a continuation in part of application No. 17/061,024, filed on Oct. 1, 2020, granted, now 11,075,794, issued on Jul. 27, 2021.
Application 17/061,024 is a continuation of application No. 16/912,351, filed on Jun. 25, 2020, granted, now 10,833,917, issued on Nov. 10, 2020.
Application 16/912,351 is a continuation of application No. 16/804,376, filed on Feb. 28, 2020, granted, now 10,833,916, issued on Nov. 10, 2020.
Application 16/804,376 is a continuation of application No. 16/580,258, filed on Sep. 24, 2019, granted, now 10,623,233, issued on Apr. 14, 2020.
Prior Publication US 2023/0388176 A1, Nov. 30, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 15/173 (2006.01); G06F 9/54 (2006.01); H04L 9/40 (2022.01); H04L 41/046 (2022.01)
CPC H04L 41/046 (2013.01) [G06F 9/54 (2013.01); H04L 63/08 (2013.01)] 30 Claims
OG exemplary drawing
 
1. A computing system for managing a contact center for an enterprise, the contact center having a plurality of agent instances, the computing system comprising:
one or more hardware processors in a management network, wherein the one or more hardware processors are configured to execute instructions stored on a non-transitory computer readable medium to perform tasks including:
providing, to an end-user network, a graphical user interface for receiving a specification of a logical directive;
receiving, from the end-user network, the specification of the logical directive, the specification comprising:
(a) a trigger specifying a circumstance in which the logical directive is triggered,
(b) a condition to be evaluated upon the logical directive being triggered, the condition relating to servicing incoming communications for the contact center; and
(c) an operation to be performed upon the condition being satisfied, the operation relating to the plurality of agent instances;
receiving data associated with servicing the incoming communications for the contact center, wherein the contact center, the end-user network, and the management network are associated with the enterprise;
upon the logical directive being triggered, determining, based on the received data associated with servicing the incoming communications for the contact center, whether the condition relating to servicing the incoming communications has been satisfied; and
upon determining that the condition relating to servicing the incoming communications has been satisfied, causing the operation in the specification of the logical directive to be performed, wherein the operation includes sending a communication via the end-user network to at least one agent instance in the plurality of agent instances and/or to at least one supervisor instance.