Logical PC agent
First Claim
1. A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of:
- accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system via a first link;
storing the accessed administration information by the one of the plurality of telecommunication terminals;
setting up the one of plurality of telecommunication terminals with the accessed administration information;
accessing customize user functionality information for the one of the plurality of users from the computer by the one of the plurality of telecommunication terminals via a second link;
storing the accessed customize user functionality information by the one of the plurality of telecommunication terminals; and
updating the one of the plurality of telecommunication terminals with the stored customize user functionality information.
15 Assignments
0 Petitions
Accused Products
Abstract
Allowing an agent to customize their CTI terminal with respect to a variety of terminal attributes such as those associated with previous phone activity, configuration information such as color, and graphical statistical representation of ACD center information. The telecommunication agent is able to store information defining this customization and to retrieve it at another CTI terminal at a later point in time. The storage of the customization information is performed as a file on a file server common to all CTI terminals. The result is that no software must be custom written for the file server in order to allow the saving of customized information. In addition, the programs controlling the CTI terminals are independent of the communication protocol that is utilized between the CTI terminals and the file server. A second embodiment of the invention allows the administrator of a call center to specify that each group of agents will utilize the same customization information. This group customization information is stored on each CTI terminal which reduces the real time load on the file server when a new agent work session starts. Also, each CTI terminal periodically polls the file server to see if a new set of group customization information has been stored on the file server. Call center administrators will routinely store new group customization information on the file server. If a new set of group customization information has been stored on the file server, the CTI terminal accesses this information and stores it internal to the CTI terminal.
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Citations
21 Claims
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1. A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of:
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accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system via a first link; storing the accessed administration information by the one of the plurality of telecommunication terminals; setting up the one of plurality of telecommunication terminals with the accessed administration information; accessing customize user functionality information for the one of the plurality of users from the computer by the one of the plurality of telecommunication terminals via a second link; storing the accessed customize user functionality information by the one of the plurality of telecommunication terminals; and updating the one of the plurality of telecommunication terminals with the stored customize user functionality information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method for initializing one of a plurality of telecommunication terminals from a telecommunication switching system and a computer to customize user functionality among a plurality of users where the telecommunication switching system and computer are providing automatic call distribution operations, comprising the steps of:
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accessing administration information comprising system parameters, switch feature access codes and terminal button assignments by the one of the plurality of telecommunication terminals from the telecommunication switching system; storing the accessed administration information by the one of the plurality of telecommunication terminals; setting up the one of plurality of telecommunication terminals with the accessed administration information; obtaining group identification information from one of the plurality of users; accessing internally stored customize group functionality information using the group identification information by the one of the plurality of telecommunication terminals; updating the one of the plurality of telecommunication terminals with the accessed customize group functionality information; determining periodically by the one of the plurality of telecommunication terminals if new customize group functionality information has been stored on the computer; and accessing and internally storing the new customize group functionality information using the group identification information by the one of the plurality of telecommunication terminals upon the determination that such new customize group functionality information has been stored on the computer. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification