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Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions

  • US 5,974,135 A
  • Filed: 06/11/1997
  • Issued: 10/26/1999
  • Est. Priority Date: 06/11/1997
  • Status: Expired due to Fees
First Claim
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1. A teleservices computer system for a teleservice center having an automatic call distributor (ACD) that receives customer calls, the teleservices computer system providing an integrated presentation of information from multiple diverse computer systems, comprising:

  • a first configuration database containing configuration information for each of a plurality of users, the configuration information specifying for each user, user identification information, and host identification information identifying at least one of a plurality of host computer systems to be accessed by the user through a terminal emulation session; and

    a teleservices application, comprising;

    a telephony control module that interfaces the teleservices application to the ACD, to receive from the ACD a telephone number of a customer call received at the ACD;

    a database interface to a customer database of customer data, that automatically provides the telephone number of the customer call received from the telephony control module to the customer database to retrieve customer data associated with the telephone number;

    a browser interface to a hypermedia server containing hypermedia data associated with individual ones of a plurality of host computer systems, that provides the host identification information of the at least one host computer system to be accessed by the user to the server and that receives the hypermedia data associated with the identified host computer systems;

    a terminal emulation module providing a plurality of user selectable terminal emulation sessions to the host computer systems, that receives the identification information of each host computer system to be accessed by the user, and that automatically establishes a terminal emulation session with each identified host computer system by automatically logging in the user with the user identification information in the configuration database; and

    wherein the system provides services for a plurality of properties and a customer call is serviced with respect to at least one property, and wherein the teleservices application interfaces with a call purpose database to record a purpose for the customer call, each purpose identifying a property associated with the customer call and at least one action taken by the user with respect to the customer call and the property.

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