Call center administration manager

Details Call center administration manager Call center administration manager

2008-04-29

2008-04-29

Deane, Jr., William J. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265090, C379S266010

Reexamination Certificate

active

07366293

ABSTRACT:
A network-based call center for managing a company's interactions with its customers uses resources supplied by an application service provider. The call center stores sensitive information on a database within the company's private network, behind a firewall. When a call center resource or another client or server obtains new sensitive information, the resource writes the information to the database and then erases the information. When a resource needs sensitive information stored on the database, the resource requests the information from the database, uses it, and then erases the information. The call center further provides a browser-based tool, running on the Internet, for enabling non-technical personnel of the company to provision a call center from the resources of the application service provider.

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“CALLCENTER Anywhere, The Complete Contact Center Solution,”Administration Manager V.3.0 User Manual, Multi Tenant Version; CR 1998, 1999, 2000 Telephony@Work, Inc.

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