Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality

US6735298B2 · kind B2 · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Igor Neyman · Palo Alto, US
• Michail Barskiy · San Francisco, US
• Alec Miloslavsky · Hillsborough, US
• Oleg Bondarenko · San Francisco, US
• Valeriy Issayev · San Bruno, US
• Andrei Petrov · Palo Alto, US
• Paul Karpenko · Walnut Creek, US

Key dates

• Filing date: Sep 3, 2002
• Grant date: May 11, 2004
• Expiry date: Nov 9, 2022

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04Q2213/13389
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.