Contact center data integration with enterprise applications

US6961419B2 · kind B2 · utility

Assignee

• Rockwell Electronic Commerce Technologies, LLC · US

Inventors

• Mark Power · Carol Stream, US
• Dave Mosquera · West Chicago, US
• Anthony Dezonno · Bloomingdale, US
• Jeffrey Hodson · Wheaton, US
• Joseph Bloom · Libertyville, US
• David Funck · Wheaton, US
• Eric James · Elgin, US
• Michael Peters · Downers Grove, US
• Craig Shambaugh · Wheaton, US
• Nayel Saleh · Round Lake, US

Key dates

• Filing date: Apr 2, 2002
• Grant date: Nov 1, 2005
• Expiry date: Apr 2, 2023

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2201/38
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method and apparatus are provided for processing a call with a client detected by a call center to an agent of the call center. The method includes the step of providing a call object for the call, collecting attributes of the call within the call object, associating an agent object with the call object and displaying client data to an agent of the call center based upon a view process of the associated agent object.