System and method of propagating exclusion records in a networked computer telephony integration system
US7068642B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Sep 17, 1999 |
| Grant date | Jun 27, 2006 |
| Priority date | — |
| Expiry date | Sep 17, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2215/0148
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method of propagating exclusion records between a plurality of networked call centers is provided. Each call center includes a CTI system having a dynamic data record exclusion system. The system includes an exclusion record exporter and an exclusion record importer interfacing the dynamic data record exclusion system at each networked CTI system, which export and import exclusion records that are generated at one CTI system to the remaining networked CTI systems. The method begins by maintaining at least one exclusion table including at least one exclusion record in a first call center's dynamic data record exclusion system. Then, the exclusion records, along with a list of the networked call centers to which the exclusion records should be sent, are sent to an exclusion record exporter, where they are saved in a transfer file. The exclusion record exporter then transfers each transfer file to a defined directory at an exclusion record importer at at least one other networked call center. Each exclusion record importer searches its defined directory and, if a new transfer file is identified, copies the exclusion records to an appropriate exclusion table in that call c…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.