Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US6018578A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Apr 3, 1997 |
| Grant date | Jan 25, 2000 |
| Priority date | — |
| Expiry date | Apr 3, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13546
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation including a video display unit (VDU) adapted for monitoring origination information for calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application having access to a database storing data pertaining to callers, and the computer workstation reports call-origination data to the T-Server, which uses the data to correlate data to be retrieved from the database and displayed on the VDU.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.