CALL MANAGEMENT SYSTEM USING COMBINED CALLING LISTS
First Claim
1. A method of managing a call system for a computer telephony integrated call centre system, said call centre system comprising two or more customer call lists for at least one business telephony application, said method comprising:
- retrieving customer records for the same customer from a number of call lists; and
combining said customer records to form a combined call list for said customer.
1 Assignment
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Accused Products
Abstract
A method of managing a call system for a computer telephony integrated call center system, said call center system comprising two or more customer call lists for at least one business telephony application, said method comprising: retrieving customer records for the same customer from a number of call lists; and combining said customer records to form a combined call list for said customer. A plurality of combined call lists for a plurality of customers is stored in a combined call list database. When ever a call is outbound to a customer or inbound to a customer the combined list for that customer is displayed so that calls to that customer can be managed.
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Citations
16 Claims
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1. A method of managing a call system for a computer telephony integrated call centre system, said call centre system comprising two or more customer call lists for at least one business telephony application, said method comprising:
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retrieving customer records for the same customer from a number of call lists; and
combining said customer records to form a combined call list for said customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 15, 16)
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14. A call management system for a computer telephony integrated call centre system, said call centre system comprising two or more customer call lists for at least one business telephony application, said call management system comprising:
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means for retrieving customer records for the same customer from a number of call lists; and
means for combining said customer records to form a combined call list for said customer.
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Specification