Remote expert screen pop via data message
First Claim
1. A method that allows an agent of an organization to display client information on a computer of a consultant comprising:
- the agent receiving a call from a client of the organization along with information about the client from a host of the organization;
the agent selecting the consultant for a communication session between the agent and consultant; and
the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
6 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided that allows an agent of an organization to display client information on a computer of a consultant. The method includes the steps of the agent receiving a call from a client of the organization along with information about the client from a host of the organization and selecting the consultant for a communication session between the agent and consultant. The method also includes the step of the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
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Citations
26 Claims
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1. A method that allows an agent of an organization to display client information on a computer of a consultant comprising:
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the agent receiving a call from a client of the organization along with information about the client from a host of the organization; the agent selecting the consultant for a communication session between the agent and consultant; and the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:
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means for receiving a call by the agent from a client of the organization along with information about the client from a host of the organization; means for selecting the consultant for a communication session between the agent and consultant; and means within the host for sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:
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a work station of the agent that receives a call by the agent from a client of the organization along with information about the client from a host of the organization; a selection screen on a display of the agent that allows the agent to select the consultant for a communication session between the agent and consultant; and a communication processor within the host that sends the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session. - View Dependent Claims (24, 25, 26)
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Specification