Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
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United States of America Patent
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May 11, 2004
Grant Date -
Jan 2, 2003
app pub date -
Sep 3, 2002
filing date -
Feb 10, 1997
priority date (Note) -
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status (Latency Note)
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Abstract
A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.
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