Customer programmable automated integrated voice/data...

Details Customer programmable automated integrated voice/data... Customer programmable automated integrated voice/data...

H - Electricity

04

M

379/3

H04M 11/06 (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) H04Q 3/62 (2006.01)

Patent

CA 2022872

The present invention enables multi-windowing agent computer terminals, that answer a variety of, e.g., telemarketing calls, to (i) receive call-related information from a communication system at an agent terminal for automatic display in a "telephony" window, and (ii) automatically send such information to a host computer system application software and retrieve caller desired information based on the calling or called number for display in a "host application" window without requiring a caller to provide verbal information. The present invention also enables an agent terminal to automadcally transfer caller-related information from one window to another window via programmable function key commands which can be programmed by a user/system administrator regarding what information is to be copied and where and when to copy it. This allows the user/system administrator to program the system to (1) retrieve information using the received call-related data without routing caller data to the host computer application software prior to its delivery to the agent terminal, and (2) automatically transmit collected data to the host database at a call's conclusion.

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