Personal communication center performance display and status...

Details Personal communication center performance display and status... Personal communication center performance display and status...

2007-03-13

2007-03-13

Hong, Harry S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266100, C715S781000, C715S795000

Reexamination Certificate

active

11386549

ABSTRACT:
In a call center having agent stations including personal computers having video display units (PC/VDUs), connected on a LAN with a server tracking status for call center entities, a system for agent information includes a software application executing on individual PC/VDUs at agent stations. The software application draws on status information from the server and renders the information to the agent using the PC/VDU through output apparatus of the PC/VDU. Rendering may be by text, graphics, or audio, depending on such as conditions and user selection.

REFERENCES:
patent: 5621789 (1997-04-01), McCalmont et al.
patent: 5864616 (1999-01-01), Hartmeier
patent: 6748072 (2004-06-01), McGraw et al.
patent: 2004/0208308 (2004-10-01), McGraw et al.

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