Integrated voice and business transaction reporting for telephone call centers

• US 5,511,117 A
• Filed: 09/26/1994
• Issued: 04/23/1996
• Est. Priority Date: 09/26/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Zazzera, Andre C.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US08/312,347
• Time in Patent Office: 575 Days
• Field of Search: 379/113, 379/114, 379/115, 379/116, 379/119, 379/127, 379/133, 379/134, 379/135, 379/136, 379/265, 379/266, 379/309
• US Class Current: 379/265.03
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An integrated voice and data business transaction detail reporting system for a telephone system (12), having a switch (14) for directing incoming telephone calls, a device (14) for generating information pertaining to voice of the incoming calls, a device (26) for generating business transaction data pertaining to the incoming calls, and a device (24) for correlating the voice information and business transaction data.

Claims

1. An integrated voice and data business transaction detail reporting for a call center of a telephone system, comprising:

an automatic call distributor for directing incoming calls to a plurality of agents, and for generating information pertaining to the voice of the calls;

a host computer for supplying information to the agents, and for generating business transaction data pertaining to the incoming calls and the action of the agents; and

means for correlating the voice information and business transaction data in real time and for generating a written report containing the combined information and data in real time.

2. The system of claim 1 wherein the host computer correlates the information and data.

3. The system of claim 1 wherein the automatic call distributor correlates the information and data.

4. The system of claim 1 including a computer-telephone-integration device communicating with the automatic call distributor and host computer, and in which the computer-telephone-integration device correlates the information and data.

5. The system of claim 4 wherein the computer-telephone-integration device prepares a report of the correlated information and data.