Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1997-09-18
2000-04-11
Zele, Krista
Telephonic communications
Centralized switching system
Call distribution to operator
379 9303, 370352, H04M 300
Patent
active
060496029
ABSTRACT:
Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.
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Convergence Call Center Solutions Product Overview, Rockwell Switching Systems Division, Rockwell International Corporation, Downers Grove, IL, 1996.
"Aspect WINSET 2.0 For Windows", Aspect Telecommunications Press Release, Internet page http://www.aspect.comp/pr-winset2.html, (This copy printed Aug. 15, 1997).
"Aspect Telecommunications Integrates the Web into the Call Center . . . ", Aspect Telecommunications Press Release, Internet page http://www.aspect.com/pr-agility2.html (This copy printed Aug. 15, 1997).
Foladare Mark Jeffrey
Goldman Shelley B.
Silverman David Phillip
Wang Shaoqing Q.
Weber Roy Philip
AT&T Corp
Gurey Stephen M.
Ryan William
Tieu Benny Q.
Zele Krista
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