Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
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United States of America Patent
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Oct 14, 2014
Issued Date -
N/A
app pub date -
Jun 24, 2005
filing date -
May 31, 1996
priority date (Note) -
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Abstract
Systems and methods for monitoring computer user screen an telephone activity from a remote location are provided. The method includes the steps of recording data corresponding to two actual sequential screen changes at the monitored workstation and storing the screen change-related data; recording data corresponding to audio telephone conversation occurring at the monitored workstation during the sequential screen changes and storing the audio telephone conversion-related data; subsequent to steps “a” and “b”, playing back, with the use of the screen change-related data and the audio telephone conversation-related data, the audio telephone conversation with the sequential screen changes as they both happened in real time at the monitored workstation, to allow a monitoring workstation to view and hear on-screen and telephone activities as they occurred at the monitored workstation; and, providing training to an agent at the monitored workstation based upon the played back audio and sequential screen changes.
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