Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Discount or incentive
Patent
1997-11-05
1999-10-19
MacDonald, Allen R.
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Discount or incentive
705 32, 705 1, 39520057, 39520033, 39520034, 39520036, G06F 1500, G06F 1730
Patent
active
059704683
ABSTRACT:
A method and system for facilitating communications between technical support specialists in a call center environment. Under control of a first computer, the system displays on a display device a form for tracking time of a technical support specialist. The system then receives a request to communicate with a second technical support specialist and sends to an internet protocol address of the second computer request to communicate with the first technical support specialist. At the second computer system, the system displays on a second display device a form for tracking time of the second technical support specialist. In response to receiving a request sent by the first computer system, the second system displays on the second display device a window informing the second technical support specialist that the first technical support specialist has requested to communicate. In response to receiving an approval from the second technical support specialist to communicate with the first technical support specialist, the second system sends a notification of the received approval to the internet protocol address of the first computer. The first technical support specialist can then communicate with the second technical support specialist by inputting data to the first computer which is transmitted for display on the second computer, and the second technical support specialist communicates with the first technical support specialist by inputting data to the second computer which is transmitted for display on the first display device.
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ICQ Web site (http://www.icq.com/support/) Guided Tour--Product's Features, Dec. 1998.
Caudle Penny
MacDonald Allen R.
Micron Electronics Inc.
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