Virtualized computer telephony integrated link for enhanced functionality
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United States of America Patent
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Aug 17, 1999
Grant Date -
N/A
app pub date -
Apr 3, 1997
filing date -
Apr 3, 1997
priority date (Note) -
In Force
status (Latency Note)
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Abstract
An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation adapted for monitoring transaction and status for the telephone and calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application, and the computer workstation reports telephone transaction and status data to the T-Server, which uses the data to effect call routing at a remote telephony switch. In some embodiments the computer workstations are personal computers (PCs) and the communication link between telephones and PCs is a PC-compatible serial data link.
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