Method for consolidation of multiple data sources

• US 20020145624A1
• Filed: 10/18/2001
• Published: 10/10/2002
• Est. Priority Date: 05/16/1995
• Status: Active Grant

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Inventions, Inc.
• Inventors: Szlam, Aleksander, Owen, James E.
• Granted Patent: US 6,925,607 B2
• Time in Patent Office: Days
• US Class Current: 345/738
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A method for consolidating the information from multiple information sources so as to provide a uniform set of screens for an agent. All of the information sources are automatically linked in a coherent manner, which is defined by the user. The provision of an information item into a field automatically accesses user-specified information items from the various information sources. The user may combine and present the information from the various information sources in a uniform manner so that a given item of information always appears at the same location on the screen, and in the form desired, regardless of the original display format that is used by the information source. The station (10) receives (501) the initial information item and then sends (503) this information item to the sources specified by the information field, receives additional information items from these sources, and displays or presents the information items received in any desired media type. The station determines (505) whether any of the information item that it received from a source is necessary to access another source. If so then the steps (503 and 505) are repeated with the new information items until all of the information items have been obtained from all of the sources. The station also transfers (507) information items input by the agent to the source specified by the information field into which the agent is entering the information. In this manner, changes to the records of a customer are automatically and instantly made in all of the sources. Thus, the agent need not switch between, be familiar with the details of operation of, or know how to access, a source, screen, or application, because these details are automatically tended to by the station 10. The agent can therefore devote his or her time to speedily and effectively servicing the customer.

Claims

1. A method for presenting information from a plurality of information sources, comprising the steps of:

receiving a first information item;

sending said first information item to a first information source and a second information source;

receiving a second information item from said first information source;

receiving a third information item from said second information source; and

displaying predetermined ones of said first, second and third information items.

2. A method for presenting information from a plurality of information sources, comprising the steps of:

receiving a first information item and a second information item;

sending said first information item to a first information source;

sending said second information item to a second information source;

receiving a third information item from said first information source;

receiving a fourth information item from said second information source; and

displaying predetermined ones of said first, second, third and fourth information items.

3. A method for presenting information from a plurality of information sources, comprising the steps of:

receiving a first information item;

sending said first information item to a first information source;

receiving a second information item from said first information source;

sending said second information item to a second information source;

receiving a third information item from said second information source;

sending said third information item as a first information item to a third information source;

receiving a fourth information item from said third information source; and

displaying predetermined ones of said first, second, third and fourth information items.

4. A method for updating information in a plurality of information sources, comprising the steps of:

receiving an information item in an information field;

examining attributes of said information field to determine associated information sources; and

sending said information item to said associated information sources.

5. A method for updating information in a plurality of information sources, comprising the steps of:

receiving an information item in an information field;

examining attributes of said information field to determine associated information sources;

examining said attributes of said information field to determine addresses for communicating with said information sources; and

sending said information item to said associated information sources at said addresses.

6. A method for consolidating information items from a plurality of information sources onto a single screen, comprising the steps of:

defining a plurality of information sources;

defining a plurality of information types;

defining a plurality of information fields;

selecting an information item to be represented in each said information field;

selecting an information source for each said information item;

defining an information type for each said information item; and

selecting a position for each said information field on said screen.

7. A method for consolidating information items from a plurality of information sources into a single record, comprising the steps of:

defining a plurality of information sources;

defining a plurality of information types;

defining a plurality of information fields;

selecting an information item to be represented in each said information field;

selecting an information source for each said information item;

defining an information type for each said information item; and

selecting a position for each said information field on said record.