Importance

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Abstract

A method for consolidating the information from multiple information sources so as to provide a uniform set of screens for an agent. All of the information sources are automatically linked in a coherent manner, which is defined by the user. The provision of an information item into a field automatically accesses user-specified information items from the various information sources. The user may combine and present the information from the various information sources in a uniform manner so that a given item of information always appears at the same location on the screen, and in the form desired, regardless of the original display format that is used by the information source. The station (10) receives (501) the initial information item and then sends (503) this information item to the sources specified by the information field, receives additional information items from these sources, and displays or presents the information items received in any desired media type. The station determines (505) whether any of the information item that it received from a source is necessary to access another source. If so then the steps (503 and 505) are repeated with the new information items until all of the information items have been obtained from all of the sources. The station also transfers (507) information items input by the agent to the source specified by the information field into which the agent is entering the information. In this manner, changes to the records of a customer are automatically and instantly made in all of the sources. Thus, the agent need not switch between, be familiar with the details of operation of, or know how to access, a source, screen, or application, because these details are automatically tended to by the station 10. The agent can therefore devote his or her time to speedily and effectively servicing the customer.

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First Claim