System, method and user interface for data announced call transf

Details System, method and user interface for data announced call transf System, method and user interface for data announced call transf

1996-06-10

1999-06-22

Hong, Harry S.

Telephonic communications

Special services

Call diversion

379142, 379246, 379265, 379309, H04M 358, H04M 157, H04M 300

Patent

active

059150106

ABSTRACT:
A system and method for use in call center operations enables a customer service representative (CSR) to transfer a customer to a receiving CSR with selected data that describes the reason for the transfer. The receiving CSR receives the transferred customer call and the selected data and is able to continue efficiently handling the customer call. The system includes a number of CSR workstations each executing a telephony client in conjunction with a telephony server providing integration of customer data from a call center database and voice communication handled by an automatic call distributor (ACD). The telephony client includes a user interface for selecting a destination for transferring a customer call and one or more reason data element that describe the reason for transferring the call. The customer call is transferred by the ACD according to the selected destination. The telephony clients provides the reason data and a line identifier of the customer call to the telephony server. The ACD provides the telephony server with the extension of the CSR to whom the customer call is transferred, and a line identifier of the customer call. The telephony server matches the line identifier, which uniquely identifies the customer call, and forwards the reason data provided from the originating CSR to the receiving CSR at the destination extension.

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patent: 5181239 (1993-01-01), Jolissaint
patent: 5271058 (1993-12-01), Andrews et al.
patent: 5291551 (1994-03-01), Conn et al.
patent: 5555299 (1996-09-01), Maloney et al.

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