Call and data correspondence in a call-in center employing...

Details Call and data correspondence in a call-in center employing... Call and data correspondence in a call-in center employing...

2011-03-08

2011-03-08

Patel, Hemant (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C370S352000, C370S353000, C379S265010, C379S265020, C379S265110, C379S266010, C379S266090, C709S203000, C709S206000, C709S216000, C709S227000

Reexamination Certificate

active

07903807

ABSTRACT:
A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

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