Apparatus and method for providing caller-specific data to agent station and for automatically launching corresponding application
First Claim
1. A method for providing data to an agent station associated with a transaction processing system, the data corresponding to an incoming call routed from a caller through a communication network to the agent station, the incoming call based on voice-mode communication and/or text-mode communication, the method comprising the steps of:
- receiving the incoming call from the communication network;
obtaining caller-specific data corresponding to the incoming call;
inspecting the caller-specific data to determine a specialty type corresponding to the incoming call;
selecting an agent station based upon the determined specialty type, and routing the incoming call to the selected agent station;
transmitting the caller-specific data to the selected agent station; and
automatically launching or maximizing an application on the selected agent station so that the application and the corresponding call-specific data are available to the agent when the agent services the incoming call.
18 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.
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Citations
37 Claims
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1. A method for providing data to an agent station associated with a transaction processing system, the data corresponding to an incoming call routed from a caller through a communication network to the agent station, the incoming call based on voice-mode communication and/or text-mode communication, the method comprising the steps of:
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receiving the incoming call from the communication network;
obtaining caller-specific data corresponding to the incoming call;
inspecting the caller-specific data to determine a specialty type corresponding to the incoming call;
selecting an agent station based upon the determined specialty type, and routing the incoming call to the selected agent station;
transmitting the caller-specific data to the selected agent station; and
automatically launching or maximizing an application on the selected agent station so that the application and the corresponding call-specific data are available to the agent when the agent services the incoming call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A transaction processing system configured to route incoming calls from callers to agents corresponding to agent terminals associated with the transaction processing system, the incoming calls based on voice-mode communication and/or text-mode communication, the incoming calls routed from the caller to the agent terminal through a communication network, the system comprising:
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a communication processor configured to facilitate sending and receiving at least one of the voice-mode and text-mode communications between the caller and the agent;
a plurality of agent terminals operatively coupled to the communication processor, each agent terminal having a display screen for displaying data;
a voice response unit accessible to the transaction processing system and configured to prompt the caller to provide requested caller-specific data to the transaction processing system;
a database having entries corresponding to a plurality of callers, the database accessible via an index derived from the caller specific data;
wherein a specialty type corresponding to the incoming call is determined based on the database entry, and the incoming call along with the caller-specific data is routed to a selected agent station based upon the determined specialty type, and wherein an application on the selected agent station is automatically launched or maximized so that the application and the corresponding call-specific data is available to the agent when the agent services the incoming call. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A transaction processing system configured to route incoming calls from callers to agents corresponding to agent terminals associated with the transaction processing system, the incoming calls based on voice-mode communication and/or text-mode communication, the incoming calls routed from the caller to the agent terminal through a communication network, the system comprising:
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means for processing operatively the incoming calls configured to facilitate sending and receiving the voice-mode and/or the text-mode communications between the caller and the agent;
a plurality of agent terminals operatively coupled to the means for processing, each agent terminal having a display screen for displaying data;
means for prompting the caller to provide requested caller-specific data to the transaction processing system;
means for storing containing entries corresponding to a plurality of callers, the means for storing accessible via an index derived from the caller specific data;
wherein a specialty type corresponding to the incoming call is determined based on an entry in the means for storing, and the incoming call along with the caller-specific data is routed to a selected agent station based upon the determined specialty type, and wherein an application on the selected agent station is automatically launched or maximized so that the application and the corresponding call-specific data is available to the agent when the agent services the incoming call. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36, 37)
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Specification