Control of merchant application by system monitor in virtual contact center

US6650747B1 · kind B1 · utility

Assignee

• AT&T CORP. · US

Inventors

• Srinivas Bala
• Mark Jeffrey Foladare · East Brunswick Township, US
• Kathleen C. Fowler · Wall, US
• Shelley B. Goldman · East Brunswick Township, US
• Shaoqing Q. Wang · Middletown, US
• Roy Philip Weber · Bound Brook, US
• Robert S. Westrich · Middletown, US

Key dates

• Filing date: Jan 27, 2000
• Grant date: Nov 18, 2003
• Expiry date: Jan 27, 2020

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M7/12
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A virtual contact center (VCC) system includes facilities for full participation by a VCC monitor in a transaction between a customer and a customer service representative (CSR) using virtual network computing (VNC) techniques. A second display system remote from a first computer system actively views and controls the computing desktop at the first computer.Thus, one or more virtual contact center monitors can simultaneously view a CSR desktop, including windows containing merchant applications. Moreover, use of VNC programs permits a monitor to directly control the selection, display, data entry and interaction with such merchant applications and customer in exactly the same manner, and to the same extent, as a CSR.