System for integrating telephony data with data processing systems

• US 5,097,528 A
• Filed: 02/25/1991
• Issued: 03/17/1992
• Est. Priority Date: 02/25/1991
• Status: Expired due to Fees

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: International Business Machines Corporation
• Inventors: Helm, Daniel J., Miller Steven K., McKenzie, Valerie S., Madrid, Richard J., Gursahaney, Suresh K., Lee, Dana R.
• Primary Examiner(s): SCHREYER, STAFFORD
• Application Number:
  US07/660,763
• Time in Patent Office: 386 Days
• Field of Search: 379/142, 379/201, 379/246, 379/247, 379/308, 379/265, 379/267, 379/67, 379/88, 379/92, 379/216
• US Class Current: 379/88.21
• CPC Class Codes: H04M 11/066 Telephone sets adapted for data transmision
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04Q 3/625 Arrangements in the private branch exchange
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system is disclosed for providing an automatic interface between a host based, menu driven application program and a telephone network. The system includes a host access table stored in a memory in the workstation, containing operational commands. An interface program stored in the workstation memory executes the commands in the host access table, to perform interfacing functions between the host application program and the telephone network.

Claims

1. In a system including a workstation coupled to a telephone network for receiving caller identification data and coupled to a host computer running a menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the caller identification data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

verify means in said interface program for checking the identity of a first menu buffered in said first window, in response to a verify command in said host access table;

put data means in said interface program for inserting an operand derived from the caller identification data received from said telephone network into a predefined location in said first menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said first menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a predefined location in said second menu which is responsive to said operand derived from said caller identification data;

get data means in said interface program for extracting said response data at said predefined location in said second menu in said first window, in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

2. In a system including a workstation coupled to a telephone network for receiving caller identification data and coupled to a host computer running a menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the caller identification data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

verify means in said interface program for checking that the identity of a first menu buffered in said first window is that of a predefined menu, in response to a verify command in said host access table;

a navigation table stored in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said host application program requires to move from said first menu to said predefined menu;

menu navigation means in said interface program for moving said predefined menu into said first window, using said sequence of selection key indicators in said navigation table;

put data means in said interface program for inserting an operand derived from the caller identification data received from said telephone network into a predefined location in said predefined menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said predefined menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a predefined location in said second menu which is responsive to said operand derived from said caller identification data;

get data means in said interface program for extracting said response data at said predefined location in said second menu in said first window, in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network in a predefined menu to the host application program.

3. In a system including a workstation coupled to a telephone network for receiving caller identification data and coupled to a first host computer running a first menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering first operands to be processed by the first host application program, the operands derived from the caller identification data, the workstation also coupled to a second host computer running a second menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering second operands to be processed by the second host application program, the operands derived from the first host application program, a subsystem for providing a programmable interface between the first host based application program and the telephone network to automatically transfer the first operands from the telephone network to the first host application program and between the first host application program and the second host application program to automatically transfer the second operands to the second host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, for performing interfacing functions between the first host application program and the telephone network and for performing interfacing functions between the first host application program and the second host application program;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said first host application program;

a second window partition in said workstation memory for buffering communicated menu images transmitted from said second host application program;

verify means in said interface program for checking that the identity of a first menu buffered in said first window is that of a predefined menu, in response to a verify command in said host access table;

a navigation table stored in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said first host application program requires to move from said first menu to said predefined menu;

menu navigation means in said interface program for moving said predefined menu into said first window, using said sequence of selection key indicators in said navigation table;

put data means in said interface program for inserting an operand derived from the caller identification data received from said telephone network into a predefined location in said predefined menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said first host computer at least a portion of said predefined menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said first host application program, including response data in a predefined location in said second menu which is responsive to said operand derived from said caller identification data;

get data means in said interface program for extracting said response data at said predefined location in said second menu in said first window, in response to a get command in said host access table;

session means in said interface program to select said second window which is buffering a third menu transmitted from said second host application program, in response to a setsession command in said host access table;

said put data means in said interface program inserting a second operand derived from said response data from said first host application program, into a predefined location in said third menu buffered in said second window, in response to a put command in said host access table;

said sendkey means in said interface program transmitting to said second host computer at least a portion of said third menu from said second window, in response to a sendkey command in said host access table;

whereby a programmable interface is provided between the first host based application program and the telephone network to automatically transfer the first operands from the telephone network to the first host application program and between the first host application program and the second host application program to automatically transfer the second operands to the second host application program.

4. In a system including a workstation coupled to a telephone network for receiving caller identification data and coupled to a host computer running a menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the caller identification data, a method for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising the steps of:

storing a host access table in a memory in the workstation, containing programmable commands;

storing an interface program in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

buffering communicated menu images transmitted from said host application program, in a first window partition in said workstation memory;

checking the identity of a first menu buffered in said first window, using a verify means in said interface program in response to a verify command in said host access table;

inserting an operand derived from the caller identification data received from said telephone network into a predefined location in said first menu buffered in said first window, using a put data means in said interface program in response to a put command in said host access table;

transmitting to said host computer at least a portion of said first menu from said first window, using a sendkey means in said interface program in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a predefined location in said second menu which is responsive to said operand derived from said caller identification data;

extracting said response data at said predefined location in said second menu in said first window, using a get data means in said interface program in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

5. In a system including a workstation coupled to a telephone network for receiving caller identification data and coupled to a host computer running a menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the caller identification data, a method for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising the steps of:

storing a host access table in a memory in the workstation, containing programmable commands;

storing an interface program in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

buffering communicated menu images transmitted from said host application program, in a first window partition in said workstation memory;

checking that the identity of a first menu buffered in said first window is that of a predefined menu, using a verify means in said interface program in response to a verify command in said host access table;

storing a navigation table in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said host application program requires to move from said first menu to said predefined menu;

moving said predefined menu into said first window, using a menu navigation means in said interface program operating with said sequence of selection key indicators in said navigation table;

inserting an operand derived from the caller identification data received from said telephone network into a predefined location in said predefined menu buffered in said first window, using a put data means in said interface program in response to a put command in said host access table;

transmitting to said host computer at least a portion of said predefined menu from said first window, using a sendkey means in said interface program in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a predefined location in said second menu which is responsive to said operand derived from said caller identification data;

extracting said response data at said predefined location in said second menu in said first window, using a get data means in said interface program in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network in a predefined menu to the host application program.

6. In a system including a workstation coupled to a telephone network for receiving dialed number identification service (DNIS) data and coupled to a host computer running a menu driven host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the DNIS data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

verify means in said interface program for checking the identity of a first menu buffered in said first window, in response to a verify command in said host access table;

put data means in said interface program for inserting an operand derived from the DNIS data received from said telephone network into a predefined location in said first menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said first menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a predefined location in said second menu which is responsive to said operand derived from said DNIS data;

get data means in said interface program for extracting said response data at said predefined location in said second menu in said first window, in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

7. In a system including a workstation coupled to a telephone network for dialed number identification service (DNIS) data and coupled to a host computer running a menu driven // host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the DNIS data, a method for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising the steps of:

storing a host access table in a memory in the workstation, containing programmable commands;

storing an interface program in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

buffering communicated menu images transmitted from said host application program, in a first window partition in said workstation memory;

checking the identity of a first menu buffered in said first window, using a verify means in said interface program in response to a verify command in said host access table;

inserting an operand derived from the DNIS data received from said telephone network into a predefined location in said first menu buffered in said first window, using a put data means in said interface program in response to a put command in said host access table;

transmitting to said host computer at least a portion of said first menu from said first window, using a sendkey means in said interface program in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a predefined location in said second menu which is responsive to said operand derived from said DNIS data;

extracting said response data at said predefined location in said second menu in said first window, using a get data means in said interface program in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

8. In a system including a workstation coupled to a telephone network for receiving call identification data and coupled to a host computer running an application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the call identification data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

put data means in said interface program for inserting an operand derived from the call identification data received from said telephone network into a predefined location in a first menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said first menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a location in said second menu which is responsive to said operand derived from said call identification data;

get data means in said interface program for extracting

said response data at said location in said second menu in said first window, in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

9. The system of claim 8, wherein said call identification data is Automatic Number Identification (ANI) data.

10. The system of claim 8, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

11. The system of claim 8, wherein said call identification data is Automatic Number Identification (ANI) data and Dialed Number Identification Service (DNIS) data.

12. In a system including a workstation coupled to a telephone network for receiving call identification data and coupled to a host computer running an application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the call identification data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

verify means in said interface program for checking that the identity of a first menu buffered in said first window is that of a predefined menu, in response to a verify command in said host access table;

a navigation table stored in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said host application program requires to move from said first menu to said predefined menu;

menu navigation means in said interface program for moving said predefined menu into said first window, using said sequence of selection key indicators in said navigation table;

put data means in said interface program for inserting an operand derived from the caller identification data received from said telephone network into a location in said predefined menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said predefined menu from said first window, in response to a sendkey command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network in a predefined menu to the host application program.

13. The system of claim 12, wherein said call identification data is Automatic Number Identification (ANI) data.

14. The system of claim 12, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

15. The system of claim 12, wherein said call identification data is Automatic Number Identification (ANI) data and Dialed Number Identification Service (DNIS) data.

16. In a system including a workstation coupled to a telephone network for receiving call identification data and coupled to a host computer running a host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the call identification data, a method for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising the steps of:

storing a host access table in a memory in the workstation, containing programmable commands;

storing an interface program in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

buffering communicated menu images transmitted from said host application program, in a window partition in said workstation memory;

inserting an operand derived from the call identification data received from said telephone network into a location in a first menu buffered in said window, using a put data means in said interface program in response to a put command in said host access table;

transmitting to said host computer at least a portion of said first menu from said window, using a sendkey means in said interface program in response to a sendkey command in said host access table;

said window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a location in said second menu which is responsive to said operand derived from said call identification data;

extracting said response data in said second menu in said window, using a get data means in said interface program in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

17. The method of claim 16, wherein said call identification data is Automatic Number Identification (ANI) data.

18. The method of claim 16, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

19. The method of claim 16, wherein said call identification data is Automatic Number Identification (ANI) data and Dialed Number Identification Service (DNIS) data.

20. In a system including a workstation coupled to a telephone network for receiving call identification data and coupled to a host computer running a host application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the call identification data, a method for providing a programmable interface between the host based application program and the telephone network to automatically transfer the operands from the telephone network to the host application program, comprising the steps of:

storing a host access table in a memory in the workstation, containing programmable commands;

storing an interface program in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

buffering communicated menu images transmitted from said host application program, in a window partition in said workstation memory;

checking that the identity of a first menu buffered in said window is that of a predefined menu, using a verify means in said interface program in response to a verify command in said host access table;

storing a navigation table in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said host application program requires to move from said first menu to said predefined menu;

moving said predefined menu into said window, using a menu navigation means in said interface program operating with said sequence of selection key indicators in said navigation table;

inserting an operand derived from the call identification data received from said telephone network into a location in said predefined menu buffered in said window, using a put data means in said interface program in response to a put command in said host access table;

transmitting to said host computer at least a portion of said predefined menu from said window, using a sendkey means in said interface program in response to a sendkey command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network in a predefined menu to the host application program.

21. The method of claim 20, wherein said call identification data is Automatic Number Identification (ANI) data.

22. The method of claim 20, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

23. The method of claim 20, wherein said call identification data is Automatic Number Identification (ANI) data and Dialed Number Identification Service (DNIS) data.

24. In a system including a workstation coupled to a telephone network for receiving call identification data and coupled to a host computer running an application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the call identification data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically conduct transactions between the telephone network and the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

put data means in said interface program for inserting an operand derived from the call identification data received from said telephone network into a predefined location in a first menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said first menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a location in said second menu which is responsive to said operand derived from said call identification data;

get data means in said interface program for extracting said response data at said location in said second menu in said first window, in response to a get command in said host access table;

a voice response unit coupled to said workstation and coupled to said telephone network, for converting said response data into a sound signal for transmission to said telephone network;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically conduct transactions between the network and the host application program.

25. The system of claim 24, wherein said workstation conducts said transactions without the intervention of an operator agent.

26. The system of claim 24, wherein said call identification data is Automatic Number Identification (ANI) data.

27. The system of claim 24, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

28. The system of claim 24, wherein said sound signal is a DTMF tone.

29. The system of claim 24, wherein said sound signal is a voice sound. 30.

30. In a system including a workstation coupled to a telephone network for receiving call identification data and coupled to a host computer running an application program which exchanges menu images with the workstation, the menus containing fields for buffering operands to be processed by the host application program, the operands derived from the call identification data, a subsystem for providing a programmable interface between the host based application program and the telephone network to automatically conduct transactions between the telephone network and the host application program, comprising:

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

verify means in said interface program for checking that the identity of a first menu buffered in said first window is that of a predefined menu, in response to a verify command in said host access table;

a navigation table stored in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said host application program requires to move from said first menu to said predefined menu;

menu navigation means in said interface program for moving said predefined menu into said first window, using said sequence of selection key indicators in said navigation table;

put data means in said interface program for inserting an operand derived from the caller identification data received from said telephone network into a location in said predefined menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said predefined menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a location in said second menu which is responsive to said operand derived from said call identification data;

get data means in said interface program for extracting said response data at said location in said second menu in said first window, in response to a get command in said host access table;

a voice response unit coupled to said workstation and coupled to said telephone network, for converting said response data into a sound signal for transmission to said telephone network;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically conduct transactions between the network and the host application program.

31. The system of claim 30, wherein said workstation conducts said transactions without the intervention of an operator agent.

32. The system of claim 30, wherein said call identification data is Automatic Number Identification (ANI) data.

33. The system of claim 30, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

34. The system of claim 30, wherein said sound signal is a DTMF tone.

35. The system of claim 30, wherein said sound signal is a voice sound.

36. A system, comprising:

a workstation coupled to a telephone network for receiving call identification data;

a host computer coupled to said workstation, for running an application program which exchanges menu images with said workstation, said menus containing fields for buffering operands to be processed by said host application program, said operands derived from said call identification data;

a host access table stored in a memory in the workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between the host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

put data means in said interface program for inserting an operand derived from the call identification data received from said telephone network into a location in a first menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said first menu from said first window, in response to a sendkey command in said host access table;

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a location in said second menu which is responsive to said operand derived from said call identification data;

get data means in said interface program for extracting said response data at said location in said second menu in said first window, in response to a get command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network to the host application program.

37. The system of claim 36, wherein said call identification data is Automatic Number Identification (ANI) data.

38. The system of claim 36, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

39. The system of claim 36, wherein said call identification data is Information Services Distribution Network (ISDN) data.

40. The system of claim 36, which further comprises:

a voice response unit coupled to said workstation and coupled to said telephone network, for converting said response data into a sound signal for transmission to said telephone network.

41. The system of claim 40, wherein said workstation conducts said transactions without the intervention of an operator agent.

42. The system of claim 40, wherein said sound signal is a DTMF tone.

43. The system of claim 40, wherein said sound signal is a voice sound signal.

44. The system of claim 36, which further comprises:

a private branch exchange (PBX) coupled between said workstation and said telephone network, for switching said call identification data between said network and said workstation.

45. The system of claim 44, which further comprises:

a voice response unit coupled to said workstation and coupled to said PBX, for converting said response data into a sound signal for transmission to said telephone network through said PBX;

said PBX switching said sound signal between said voice response unit and said network.

46. The system of claim 44, wherein said call identification data is Automatic Number Identification (ANI) data.

47. The system of claim 44, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

48. The system of claim 44, wherein said call identification data is Information Services Distribution Network (ISDN) data.

49. A system, comprising:

a workstation coupled to a telephone network for receiving call identification data;

a host computer coupled to said workstation, for running an application program which exchanges menu images with said workstation, said menus containing fields for buffering operands to be processed by said host application program, said operands derived from said call identification data;

a host access table stored in a memory in said workstation, containing programmable commands;

an interface program stored in said workstation memory which executes said commands in said host access table, to perform interfacing functions between said host application program and the telephone network;

a first window partition in said workstation memory for buffering communicated menu images transmitted from said host application program;

verify means in said interface program for checking that the identity of a first menu buffered in said first window is that of a predefined menu, in response to a verify command in said host access table;

a navigation table stored in said memory in the workstation, containing a sequence of selection key indicators for a sequence of selection keys which said host application program requires to move from said first menu to said predefined menu;

menu navigation means in said interface program for moving said predefined menu into said first window, using said sequence of selection key indicators in said navigation table;

put data means in said interface program for inserting an operand derived from the caller identification data received from said telephone network into a location in said predefined menu buffered in said first window, in response to a put command in said host access table;

sendkey means in said interface program for transmitting to said host computer at least a portion of said predefined menu from said first window, in response to a sendkey command in said host access table;

whereby, a programmable interface is provided between the host based application program and the telephone network to automatically transfer operands from the telephone network in a predefined menu to the host application program.

50. The system of claim 49, wherein said call identification data is Automatic Number Identification (ANI) data.

51. The system of claim 49, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

52. The system of claim 49, wherein said call identification data is Information Services Distribution Network (ISDN) data.

53. The system of claim 49, which further comprises:

said first window in said workstation memory receiving a second menu communicated from said host application program in said host computer, including response data in a location in said second menu which is responsive to said operand derived from said call identification data;

get data means in said interface program for extracting said response data at said location in said second menu in said first window, in response to a get command in said host access table.

54. The system of claim 53, which further comprises:

a voice response unit coupled to said workstation and coupled to said telephone network, for converting said response data into a sound signal for transmission to said telephone network.

55. The system of claim 54, wherein said workstation conducts said transactions without the intervention of an operator agent.

56. The system of claim 54, wherein said sound signal is a DTMF tone.

57. The system of claim 54, wherein said sound signal is a voice sound signal.

58. The system of claim 49, which further comprises:

a private branch exchange (PBX) coupled between said workstation and said telephone network, for switching said call identification data between said network and said workstation.

59. The system of claim 58, wherein said call identification data is Automatic Number Identification (ANI) data.

60. The system of claim 58, wherein said call identification data is Dialed Number Identification Service (DNIS) data.

61. The system of claim 58, wherein said call identification data is Information Services Distribution Network (ISDN) data.

62. The system of claim 53, which further comprises:

a private branch exchange (PBX) coupled between said workstation and said telephone network, for switching said call identification data between said network and said workstation.

63. The system of claim 62, which further comprises:

a voice response unit coupled to said workstation and coupled to said PBX, for converting said response data into a sound signal for transmission to said telephone network through said PBX;

said PBX switching said sound signal between said voice response unit and said network.

64. The system of claim 63, wherein said workstation conducts said transactions without the intervention of an operator agent.

65. An interactive memory driven program for enhancing operations of a telephone call center including one or more host computers interacting with one or more workstations connected to a telephone network which provides caller identification information, comprising:

(a) a verify means for checking the identity of a first menu buffered in the workstation;

(b) a navigation means for moving the first menu into a first window partition in said workstation;

(c) a put data means for inserting an operand derived from caller identification information, into the first menu;

(d) a sendkey means for transmitting a portion of the first menu to the host computer;

(e) said host computer providing a second menu to the workstation response to the operand; and

(f) a get data means for extracting response data in said second menu received from said host computer.