Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions
US5974135A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Jun 11, 1997 |
| Grant date | Oct 26, 1999 |
| Priority date | — |
| Expiry date | Jun 11, 2017 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A teleservices system, workstation configuration, and teleservices manager application provide for integrated concurrent interactions with various host computer systems, an automatic call management system, and Internet/intranet servers. The teleservices system includes an automatic call distributor and call management system, a customer database system, various host systems providing terminal emulation based access, a hypermedia server with hypermedia data on multiple properties, host computer systems, or business locations. The teleservices workstation configuration includes a telephone server application that interfaces to the call management system, a patron server program that interfaces to the customer database system, and a configuration database that stores configuration for configuring each agent's workstation to access various ones of the host computer systems, and identifying various ones of the properties for which the agent provides services. The teleservices workstation manager application controls and interfaces with the telephone server program, the patron server program, and the configuration database. Among other functions, the teleservices workstation manager aut…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.