Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application

US6931119B2 · kind B2 · utility

Assignee

• Rockwell Electronic Commerce Technologies, LLC · US

Inventors

• Mark Michelson · Elburn, US
• Roger Sumner · Batavia, US
• Mark Power · Carol Stream, US
• Carlo Bonifazi · Woodridge, US
• Jeffrey Hodson · Wheaton, US
• Craig Shambaugh · Wheaton, US
• Robert Beckstrom · Bolingbrook, US
• Anthony J. Denzonno · Bloomingdale, US

Key dates

• Filing date: Aug 30, 2002
• Grant date: Aug 16, 2005
• Expiry date: Oct 7, 2023

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2242/22
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.