Automatic call distribution system using computer...

Details Automatic call distribution system using computer... Automatic call distribution system using computer...

2011-08-09

2011-08-09

Addy, Thjuan K (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S221030, C379S265010, C379S266100

Reexamination Certificate

active

07995740

ABSTRACT:
Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer's computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.

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Phonetastic (PC Magazine Editors' Choice, Oct. 11, 1994).
Notice of Allowance for U.S. Appl. No. 11/352,146, mailed Oct. 20, 2009.

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