Telephone call center management system which supports multi-user and separate private applications
US5790650A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Apr 18, 1996 |
| Grant date | Aug 4, 1998 |
| Priority date | — |
| Expiry date | Apr 18, 2016 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A telephone call center management system capable of simultaneously operating at least two separate telephony applications. A first group of agents is assigned to service a first telephone application. A first telephony center supervisor is assigned to at least view the operation of at least the first telephone application and at least the first group of agents. A second group of agents is assigned to service a second telephone application, while a second telephony center supervisor is assigned to at least view the operation of the second telephone application and the second group of agents. A supervisor can not view or control the agents or resources of an application not assigned to that supervisor. Supervisors may be assigned different application access levels, which control how much supervision supervisors have over the agents in applications the supervisors may access.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.