Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1996-02-05
1998-05-26
Hong, Harry S.
Telephonic communications
Centralized switching system
Call distribution to operator
345338, 379 34, 379214, 379309, H04Q 364, H04M 322, H04M 350, H04M 300
Patent
active
057579040
ABSTRACT:
A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset. Preferably, the monitoring also includes monitoring (202) with whom the agent is presently engaged in a telephone call and what the telephone call is about, and the analyzing also includes analyzing (208, 304) the monitored activities to determine whether non-requested information is relevant to the monitored activities or what actions should be undertaken with respect to the call, and then giving an indication (216, 312) of the determination to the agent.
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Hong Harry S.
Lucent Technologies - Inc.
Volejnicek David
LandOfFree
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