Communications

Details Communications Communications

2006-09-05

2006-09-05

Smith, Creighton (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

Reexamination Certificate

active

07103169

ABSTRACT:
A call center associated with an intelligent network has no service-specific executable application software running on its operator positions. Instead, each computer stores a set of templates which define respective screen displays, including text display areas and text input areas, and also a set of corporate logos. When an intelligent peripheral of the network is not able to proceed with a call in accordance with an application, a failure notification is sent to the network, which reroutes, i.e. connects, that call to the call center and sends a message including an identifier for a template to be used by an operator position in generating a screen display. The operator interacts with the customer, obtains information and enters this in the text entry areas, sends a return message to the network, which then sends a message containing an identifier for a template to be used for the next stage of that application.

REFERENCES:
patent: 501189 (1992-09-01), None
Page 473—Newton's Telecom Dictionary, Jan. 1998.

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