Method for consolidation of multiple data sources

• US 6,362,838 B1
• Filed: 08/08/1997
• Issued: 03/26/2002
• Est. Priority Date: 05/16/1995
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Inventions, Inc.
• Inventors: Szlam, Aleksander, Owen, James E.
• Primary Examiner(s): Nguyen, Cao H.
• Application Number:
  US08/908,854
• Time in Patent Office: 1,691 Days
• Field of Search: 345/333, 707/501, 707/505, 707/509, 707/201, 707/102, 707/906, 707/908, 707/515-516, 705/509
• US Class Current: 715/762
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A method for consolidating the information from multiple information sources so as to provide a uniform set of screens for an agent. All of the information sources are automatically linked in a coherent manner, which is defined by the user. The provision of an information item into a field automatically accesses user-specified information items from the various information sources. The user may combine and present the information from the various information sources in a uniform manner so that a given item of information always appears at the same location on the screen, and in the form desired, regardless of the original display format that is used by the information source. The station (10) receives (501) the initial information item and then sends (503) this information item to the sources specified by the information field, receives additional information items from these sources, and displays or presents the information items received in any desired media type. The station determines (505) whether any of the information item that it received from a source is necessary to access another source. If so then the steps (503 and 505) are repeated with the new information items until all of the information items have been obtained from all of the sources. The station also transfers (507) information items input by the agent to the source specified by the information field into which the agent is entering the information. In this manner, changes to the records of a customer are automatically and instantly made in all of the sources. Thus, the agent need not switch between, be familiar with the details of operation of, or know how to access, a source, screen, or application, because these details are automatically tended to by the station 10. The agent can therefore devote his or her time to speedily and effectively servicing the customer.

Claims

1. A method for obtaining and presenting information items from a plurality of information sources for an outbound communication, comprising the steps of:

obtaining a first information item for said outbound communication;

subsequent to said obtaining a first information item, automatically sending said first information item to a first information source as a request for a second information item and to a second information source as a request for a third information item, receiving said second information item from said first information source, and receiving said third information item from said second information source;

subsequent to said obtaining a first information item, automatically initiating said outbound communication based upon said first information item;

subsequent to said step of obtaining a first information item, monitoring said outbound communication for a response; and

subsequent to said obtaining a first information item, if a response to said outbound communication has been received then automatically connecting said outbound communication to an agent, and automatically and simultaneously displaying at least two predetermined ones of said first, second and third information items to said agent.

2. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed prior to said step of automatically initiating said outbound communication.

3. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically initiating said outbound communication and prior to said step of monitoring said outbound communication.

4. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed after said step of monitoring said outbound communication and prior to said step of automatically connecting said outbound communication.

5. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically connecting said outbound communication and prior to said step of automatically and simultaneously displaying at least two predetermined ones.

6. The method of claim 1 and further comprising the step of automatically storing at least two predetermined ones of said first, second, and third information items in a database;

and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

7. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed prior to said step of automatically initiating said outbound communication;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, and third information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

8. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically initiating said outbound communication and prior to said step of monitoring said outbound communication;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, and third information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

9. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed after said step of monitoring said outbound communication and prior to said step of automatically connecting said outbound communication;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, and third information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

10. The method of claim 1 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically connecting said outbound communication and prior to said step of automatically and simultaneously displaying at least two predetermined ones;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, and third information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

11. A method for obtaining and presenting information items from a plurality of information sources for an outbound communication, comprising the steps of:

obtaining a first information item for said outbound communication;

subsequent to said obtaining a first information item, automatically sending said first information item to a first information source as a request for a second information item, receiving said second information item from said first information source, automatically sending said second information item to a second information source as a request for a third information item, receiving said third information item from said second information source, sending said third information item to a third information source as a request for a fourth information item, and receiving said fourth information item from said third information source;

subsequent to said obtaining a first information item, automatically initiating said outbound communication;

subsequent to said obtaining a first information item, monitoring said outbound communication for a response; and

subsequent to said obtaining a first information item, if a response to said outbound communication has been received then automatically connecting said outbound communication to an agent, and automatically and simultaneously displaying at least two predetermined ones of said first, second, third and fourth information items to said agent.

12. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed prior to said step of automatically initiating said outbound communication.

13. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically initiating said outbound communication and prior to said step of monitoring said outbound communication.

14. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed after said step of monitoring said outbound communication and prior to said step of automatically connecting said outbound communication.

15. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically connecting said outbound communication and prior to said step of automatically and simultaneously displaying at least two predetermined ones.

16. The method of claim 11, further comprising the step of automatically storing at least two predetermined ones of said first, second, third, and fourth information items in a database;

and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

17. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed prior to said step of automatically initiating said outbound communication;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, third, and fourth information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

18. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically initiating said outbound communication and prior to said step of monitoring said outbound communication;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, third, and fourth information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

19. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed after said step of monitoring said outbound communication and prior to said step of automatically connecting said outbound communication;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, third, and fourth information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

20. The method of claim 11 wherein said step of automatically sending said first information item to a first information source is performed after said step of automatically connecting said outbound communication and prior to said step of automatically and simultaneously displaying at least two predetermined ones;

said method further comprising the step of automatically storing at least two predetermined ones of said first, second, third, and fourth information items in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

21. A method for obtaining and presenting information items from a plurality of information sources for an inbound communication, comprising the steps of:

receiving identification information from the header of said inbound communication;

subsequent to said receiving identification information from the header, automatically sending said identification information to a first information source as a request for a first information item and to a second information source as a request for a second information item, receiving said first information item from said first information source, and receiving said second information item from said second information source;

subsequent to said receiving identification information from the header, connecting said inbound communication to an agent; and

subsequent to said receiving identification information from the header, automatically and simultaneously displaying at least two predetermined ones of said identification information, said first information item, and said second information item to said agent.

22. The method of claim 21 wherein said step of automatically sending said identification information to a first information source is performed prior to said step of connecting said inbound communication to an agent.

23. The method of claim 21 wherein said step of automatically sending said identification information to a first information source is performed after said step of connecting said inbound communication to an agent and prior to said step of automatically and simultaneously displaying at least two predetermined ones.

24. The method of claim 21 and further comprising the step of automatically storing at least two predetermined ones of said identification information, said first information item, and said second information item in a database;

and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

25. The method of claim 21 wherein said step of automatically sending said identification information to a first information source is performed prior to said step of connecting said inbound communication to an agent;

said method further comprising the step of automatically storing at least two predetermined ones of said identification information, said first information item, and said second information item in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

26. The method of claim 21 wherein said step of automatically sending said identification information to a first information source is performed after said step of connecting said inbound communication to an agent and prior to said step of automatically and simultaneously displaying at least two predetermined ones;

said method further comprising the step of automatically storing at least two predetermined ones of said identification information, said first information item, and said second information item in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

27. A method for obtaining and presenting information items from a plurality of information sources for an inbound communication, comprising the steps of:

receiving identification information from the header of said inbound communication;

subsequent to said receiving identification information from the header, automatically sending said identification information to a first information source as a request for a first information item, identification receiving said first information item from said first information source, automatically sending said first information item to a second information source as a request for a second information item, receiving said second information item from said second information source, automatically sending said second information item to a third information source as a request for a third information item, and receiving said third information item from said third information source;

subsequent to said receiving identification information from the header, automatically connecting said inbound communication to an agent; and

subsequent to said receiving identification information from the header, automatically and simultaneously displaying at least two predetermined ones of said identification information, said first information item, said second information item and said third information item to said agent.

28. The method of claim 27 wherein said step of automatically sending said identification information to a first information source is performed prior to said step of connecting said inbound communication to an agent.

29. The method of claim 27 wherein said step of automatically sending said identification information to a first information source is performed after said step of connecting said inbound communication to an agent and prior to said step of automatically and simultaneously displaying at least two predetermined ones.

30. The method of claim 27 and further comprising the step of automatically storing at least two predetermined ones of said identification information, said first information item, said second information item, and said third information item in a database;

and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

31. The method of claim 27 wherein said step of automatically sending said identification information to a first information source is performed prior to said step of connecting said inbound communication to an agent;

said method further comprising the step of automatically storing at least two predetermined ones of said identification information, said first information item, said second information item, and said third information item in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

32. The method of claim 27 wherein said step of automatically sending said identification information to a first information source is performed after said step of connecting said inbound communication to an agent and prior to said step of automatically and simultaneously displaying at least two predetermined ones;

said method further comprising the step of automatically storing at least two predetermined ones of said identification information, said first information item, said second information item, and said third information item in a database; and

wherein said step of automatically and simultaneously displaying at least two predetermined ones comprises automatically recalling and displaying said predetermined ones stored in said database.

33. A method for generating a database, comprising the steps of:

obtaining a contact list from a first information source;

extracting a first information item from said contact list;

automatically sending said first information item to a second information source as a request for a second information item and to a third information source as a request for a third information item;

receiving said second information item from said second information source;

receiving said third information item from said third information source; and

automatically storing at least two predetermined ones of said first, second, and third information items in said database.

34. A method for generating a database, comprising the steps of:

obtaining a contact list from a first information source;

extracting a first information item from said contact list;

automatically sending said first information item to a second information source as a request for a second information item;

receiving said second information item from said second information source;

automatically sending said second information item to a third information source as a request for a third information item;

receiving said third information item from said third information source; and

automatically storing at least two predetermined ones of said first, second, and third information items in said database.