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

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

1997-04-03

2000-01-25

Wolinsky, Scott

Telephonic communications

Centralized switching system

Call distribution to operator

379 9323, 379207, H04M 342

Patent

active

060185783

ABSTRACT:
An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation including a video display unit (VDU) adapted for monitoring origination information for calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application having access to a database storing data pertaining to callers, and the computer workstation reports call-origination data to the T-Server, which uses the data to correlate data to be retrieved from the database and displayed on the VDU.

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Margie Semilof "Call Centers Go On-Line" Communications Week No Date Available.

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