Customer definable integrated voice/data call transfer technique
First Claim
1. A method of transferring an integrated voice/data call signal including call-related data received from a communications system between a first and a second agent terminal, where each agent terminal is associated with at least one host application database computer system for storing information associated with each service or campaign that the first and second agent terminals is to handle, the method comprising the steps of:
- (a) at the first agent terminal (i) directing the voice call from the communications system to an associated voice communication device, and (ii) displaying the call-related information received from the communications system in a first window of an associated multi-window visual display device, and (iii) accessing the at least one host application database computer system for retrieving and displaying predetermined host application database computer system information at the visual display device;
(b) transferring the voice call and associated predetermined data from the first agent terminal to the second agent terminal by transferring (1) the voice portion of the call to a voice communication device of the second agent terminal, and transmitting (2) predetermined data relating to a portion of the data currently displayed at the first agent terminal directly to the second agent terminal; and
(c) at the second agent terminal, (1) receiving the voice call and predetermined data from the first agent terminal, and transmitting a certain portion of the received predetermined data to the associated at least one host application database computer system for retrieving and displaying the data associated with the call at a visual display device of the second agent terminal.
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Accused Products
Abstract
In the present invention, a first agent terminal, of a group of multi-windowing agent terminals, answers an integrated voice/data call by (i) directly receiving and displaying call-related information from a communication system in a "Phone" window, and (ii) retrieving data information from a host database system, and then transferring the voice portion and either (a) predetermined received call-related information, or (b) a current data display status indication directly to a second agent terminal of a second group of agent terminals. The second agent terminal uses the received data to access a same or other host database system for automatically displaying the pertinent data at the second agent terminal to continue the voice and data call.
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Citations
11 Claims
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1. A method of transferring an integrated voice/data call signal including call-related data received from a communications system between a first and a second agent terminal, where each agent terminal is associated with at least one host application database computer system for storing information associated with each service or campaign that the first and second agent terminals is to handle, the method comprising the steps of:
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(a) at the first agent terminal (i) directing the voice call from the communications system to an associated voice communication device, and (ii) displaying the call-related information received from the communications system in a first window of an associated multi-window visual display device, and (iii) accessing the at least one host application database computer system for retrieving and displaying predetermined host application database computer system information at the visual display device; (b) transferring the voice call and associated predetermined data from the first agent terminal to the second agent terminal by transferring (1) the voice portion of the call to a voice communication device of the second agent terminal, and transmitting (2) predetermined data relating to a portion of the data currently displayed at the first agent terminal directly to the second agent terminal; and (c) at the second agent terminal, (1) receiving the voice call and predetermined data from the first agent terminal, and transmitting a certain portion of the received predetermined data to the associated at least one host application database computer system for retrieving and displaying the data associated with the call at a visual display device of the second agent terminal. - View Dependent Claims (2, 3, 4, 5)
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6. A customer programmable integrated voice and data call-handling system for handling calls for at least one campaign or service comprising:
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at least one host application database computer system for storing database information relating to each campaign or service the call handling system is to handle; a first agent terminal comprising (i) a visual display device, (ii) a voice communication device, (iii) means for receiving voice calls from a remote communication system and (a) directing the voice call to the voice communication device, and (b) accessing the at least one host application database computer system for retrieving and displaying predetermined host application database information in the visual display device; and (iv) means for transferring a call to a second agent terminal by (a) transferring the voice portion of the call, and (b) transmitting predetermined data relating to a portion of the data currently displayed at the first agent terminal directly to the second agent terminal. - View Dependent Claims (7, 8, 9, 10, 11)
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Specification