Pre-caching mechanism for optimized business data retrieval for CTI sub-systems
First Claim
1. A method comprising:
- receiving a call at a data center;
initiating a query for a business data related to the call;
creating a key that identifies the business data related to the call;
pre-fetching the business data using the key with a lookup table;
caching the pre-fetched business data;
attaching the key to the call;
routing the call with the attached key to an agent desktop;
receiving a request from the desktop agent for the pre-fetched business data;
retrieving the cached pre-fetched business data; and
transmitting the cached pre-fetched business data to the agent desktop.
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Accused Products
Abstract
A method, system and computer-usable medium for optimizing retrieval of customer data needed to handle a call are presented. The method includes the steps of receiving a call at a data center; initiating a query for a business data related to the call; creating a key that identifies the business data related to the call; pre-fetching the business data using the key with a lookup table; caching the pre-fetched business data; attaching the key to the call; routing the call with the attached key to a desktop agent; receiving a request from the desktop agent for the pre-fetched business data; retrieving the cached pre-fetched business data; and transmitting the cached pre-fetched business data to the desktop agent.
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Citations
20 Claims
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1. A method comprising:
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receiving a call at a data center;
initiating a query for a business data related to the call;
creating a key that identifies the business data related to the call;
pre-fetching the business data using the key with a lookup table;
caching the pre-fetched business data;
attaching the key to the call;
routing the call with the attached key to an agent desktop;
receiving a request from the desktop agent for the pre-fetched business data;
retrieving the cached pre-fetched business data; and
transmitting the cached pre-fetched business data to the agent desktop. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system comprising:
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a processor;
a data bus coupled to the processor;
a memory coupled to the data bus; and
a computer-usable medium embodying computer program code, the computer program code comprising instructions executable by the processor and configured for;
receiving a call at a data center;
initiating a query for a business data related to the call;
creating a key that identifies the business data related to the call;
pre-fetching the business data using the key with a lookup table;
caching the pre-fetched business data;
attaching the key to the call;
routing the call with the attached key to an agent desktop;
receiving a request from the desktop agent for the pre-fetched business data;
retrieving the cached pre-fetched business data; and
transmitting the cached pre-fetched business data to the agent desktop. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A computer-usable medium embodying computer program code, the computer program code comprising computer executable instructions configured for:
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receiving a call at a data center;
initiating a query for a business data related to the call;
creating a key that identifies the business data related to the call;
pre-fetching the business data using the key with a lookup table;
caching the pre-fetched business data;
attaching the key to the call;
routing the call with the attached key to an agent desktop;
receiving a request from the desktop agent for the pre-fetched business data;
retrieving the cached pre-fetched business data; and
transmitting the cached pre-fetched business data to the agent desktop. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification