Contact center system independent of line key status or current agent activity/state
First Claim
Patent Images
1. A method of controlling a plurality of contacts with respective clients on a terminal of an agent of an organization comprising:
- setting up a contact with each of the respective clients under an Internet protocol; and
simultaneously displaying a respective line display/softkey of each client of the plurality of clients where the respective line display/softkey depicts a status of the contact with the client.
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Accused Products
Abstract
A method and apparatus are provided for controlling a plurality of contacts with respective clients on a terminal of an agent of an organization. The method includes the steps of setting up the plurality of contacts with the respective clients under an Internet protocol and simultaneously displaying a respective line softkey of each contact of the plurality of contacts on a terminal of the agent where the respective line softkey depicts a status of the contact.
40 Citations
34 Claims
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1. A method of controlling a plurality of contacts with respective clients on a terminal of an agent of an organization comprising:
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setting up a contact with each of the respective clients under an Internet protocol; and
simultaneously displaying a respective line display/softkey of each client of the plurality of clients where the respective line display/softkey depicts a status of the contact with the client. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An apparatus for controlling a plurality of contacts with respective clients on a terminal of an agent of an organization, such apparatus comprising:
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means for setting up a contact with each of the respective clients under an Internet protocol; and
means for simultaneously displaying a respective line display/softkey of each client of the plurality of clients where the respective line display/softkey depicts a status of the contact with the client. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. An apparatus for controlling a plurality of contacts with respective clients on a terminal of an agent of an organization, such apparatus comprising:
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an agent selection application with a host that sets up a contact with each of the respective clients under an Internet protocol; and
the agent terminal that simultaneously displays a respective line display/softkey of each client of the plurality of clients where the respective line display/softkey depicts a status of the contact with the client. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34)
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Specification