H - Electricity – 04 – L
Patent
H - Electricity
04
L
H04L 12/12 (2006.01) H04L 29/06 (2006.01) H04M 3/51 (2006.01) H04M 3/56 (2006.01) H04L 29/08 (2006.01) H04M 3/42 (2006.01) H04M 7/12 (2006.01)
Patent
CA 2280182
A customer station and an agent station communicate with a call centre server. In response to a customer server issuing a resource location to the server an HTML page is returned containing a Java applet. The server is also connected to a plurality of agents, possibly at a service centre. The customer station and its associated agent station receive substantially similar pages. In response to a modification being made at either station, the information is relayed to the server resulting in modified pages being displayed at both the customer station and the agent station. In this way, it is possible for an agent to assist a customer completing application forms etc. A voice channel may be provided in parallel with the on-line communication.
L'invention concerne une station client et une station agent qui communiquent via un serveur de centre d'appels. En réponse à un serveur client lui communiquant un emplacement de ressources, le serveur renvoie une page HTML contenant une mini-application Java. Le serveur est également connecté à une pluralité d'agents, éventuellement à un centre de services. La station client et sa station agent associée reçoivent pratiquement les mêmes pages. Après une modification effectuée sur l'une des stations, les informations sont répercutées au serveur, ce qui a pour effet de modifier les pages affichées sur les stations client et agent. Ainsi, il est possible pour un agent d'aider un client à remplir des formulaires d'inscription, etc. Une voie téléphonique peut être montée en parallèle avec la communication en ligne.
British Telecommunications Public Limited Company
Gowling Lafleur Henderson Llp
LandOfFree
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