Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions
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United States of America Patent
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Oct 26, 1999
Grant Date -
N/A
app pub date -
Jun 11, 1997
filing date -
Jun 11, 1997
priority date (Note) -
Expired
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Abstract
A teleservices system, workstation configuration, and teleservices manager application provide for integrated concurrent interactions with various host computer systems, an automatic call management system, and Internet/intranet servers. The teleservices system includes an automatic call distributor and call management system, a customer database system, various host systems providing terminal emulation based access, a hypermedia server with hypermedia data on multiple properties, host computer systems, or business locations. The teleservices workstation configuration includes a telephone server application that interfaces to the call management system, a patron server program that interfaces to the customer database system, and a configuration database that stores configuration for configuring each agent's workstation to access various ones of the host computer systems, and identifying various ones of the properties for which the agent provides services. The teleservices workstation manager application controls and interfaces with the telephone server program, the patron server program, and the configuration database. Among other functions, the teleservices workstation manager automatically retrieves customer data from the customer database in response to receiving a telephone number for an incoming telephone call, automatically configures itself to provide terminal emulation sessions for various ones of the host computer systems and properties that the agent is authorized to service, and dynamically selects and retrieves hypermedia data for various ones of such properties. The various data sources are presented through an integrated user interface, and the agent is able to efficiently transfer information between the various systems.
First Claim
Family
- 15 United States
- 10 France
- 8 Japan
- 7 China
- 5 Korea
- 2 Other
Patent Owner(s)
- HARRAH'S OPERATING COMPANY, INC.
International Classification(s)
Inventor(s)
Inventor Name | Address | # of filed Patents | Total Citations |
---|---|---|---|
Breneman, Reed B | Memphis, TN | 2 | 248 |
Burks, James B | Collierville, TN | 1 | 231 |
Romeo, John P | Germantown, TN | 3 | 240 |
Rowe, Bruce C | Germantown, TN | 6 | 1210 |
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Fee | Large entity fee | small entity fee | micro entity fee |
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Surcharge after expiration - Late payment is unavoidable | $700.00 | $350.00 | $175.00 |
Surcharge after expiration - Late payment is unintentional | $1,640.00 | $820.00 | $410.00 |
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