Customer definable integrated voice/data call transfer...

Details Customer definable integrated voice/data call transfer... Customer definable integrated voice/data call transfer...

H - Electricity

04

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344/15

H04M 3/54 (2006.01) H04M 3/51 (2006.01) H04M 3/58 (2006.01) H04Q 3/00 (2006.01) H04Q 11/04 (2006.01) H04M 3/42 (2006.01) H04M 3/523 (2006.01) H04M 3/62 (2006.01) H04M 11/06 (2006.01) H04Q 3/62 (2006.01)

Patent

CA 2022955

CUSTOMER DEFINABLE INTEGRATED VOICE/DATA CALL TRANSFER TECHNIQUE Abstract In the present invention, a first agent terminal, of a group of multi- windowing agent terminals, answers an integrated voice/data call by (i) directlyreceiving and displaying call-related information from a communication system in a "Phone" window, and (ii) retrieving data information from a host database system, and then transferring the voice portion and either (a) predetermined received call- related information, or (b) a current data display status indication directly to a second agent terminal of a second group of agent terminals. The second agent terminal uses he received data to access a same or other host database system for automatically displaying the pertinent data at the second agent terminal to continue the voice and data call.

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