Desktop telephony application program for a call center agent
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United States of America Patent
Stats
-
Aug 24, 2004
Grant Date -
N/A
app pub date -
Sep 19, 1997
filing date -
Sep 19, 1997
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A desktop telephony application program enables a call center agent to handle calls. The application program may be interfaced with an answering service. The answering service acts as an application program interface (API) to a computer/telephony interface server and a call distributor. The application program produces a user interface that enables the agent to indicate when the agent is going on break and the type of break that the agent is taking. Additional functional elements are provided in the user interface to enable the agent to update status information regarding the current state of the agent. The application program may also provide phone books that hold phone numbers grouped by different logical grouping criteria.
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