Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
First Claim
1. A system configured to distribute a telephone call within a network, the system comprising:
- a distributor adapted to couple with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call;
a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data; and
wherein the distributor is configured to output the telephone call subsequent to outputting the associated data.
4 Assignments
0 Petitions
Accused Products
Abstract
The present invention includes systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a customer service representative. In one embodiment of the invention, a system configured to distribute a telephone call within a network includes a distributor adapted to connect with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; and a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data, the distributor and the selected customer service representative terminal being configured to synchronize, application of the telephone call and associated data from the distributor to the selected customer service representative terminal.
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Citations
54 Claims
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1. A system configured to distribute a telephone call within a network, the system comprising:
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a distributor adapted to couple with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call;
a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data; and
wherein the distributor is configured to output the telephone call subsequent to outputting the associated data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 50)
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10. A communication system comprising:
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a distributor configured to connect a communication, and output the communication and associated data corresponding to the communication;
media configured to connect with the distributor and transport the communication and the associated data;
a plurality of terminals individually configured to connect with the media and receive the communication and the associated data, and wherein the distributor is configured to direct the communication to a selected one of the plural terminals responsive to the associated data; and
wherein the distributor is configured to direct the communication to the terminal responsive to the associated data being received within the terminal. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A communication system comprising:
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a distributor configured to connect a communication and output the communication and associated data corresponding to the communication; and
a terminal connected with the distributor and configured to receive the communication and the associated data, the distributor and terminal being configured to synchronize application of the communication and associated data from the distributor to the terminal. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28, 29, 51)
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30. A system configured to distribute a telephone call, the system comprising:
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a plurality of terminals configured to receive a telephone call and associated data corresponding to the telephone call;
a communication server configured to receive the telephone call from an individual and provide associated data regarding the telephone call responsive to one of input from the individual and identification data corresponding to the telephone call, the communication server being configured to select one of the terminals responsive to the associated data and output the associated data and the telephone call to the selected terminal;
the communication server and selected terminal being configured to synchronize the transmission of the associated data and telephone call from the communication server to the selected terminal with the communication server being configured to output the associated data to the selected terminal, the selected terminal being configured to output an indication signal to the communication server responsive to reception of the associated data, the communication server being configured to output the telephone call responsive to reception of the indication signal; and
a simultaneous voice and data device configured to simultaneously transport the telephone call and the associated data via a single communication line intermediate the communication server and the selected terminal.
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31. A communication method comprising:
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connecting a communication with a distributor;
providing associated data corresponding to the communication;
forwarding the associated data to a terminal;
forwarding the communication to the terminal; and
synchronizing the forwarding the associated data and the forwarding the communication using the distributor and the terminal. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 52, 53, 54)
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42. A method of routing a telephone call to a customer service representative comprising:
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connecting a telephone call of a caller;
providing associated data identifying the caller;
selecting a customer service representative in response to the identified caller;
opening a communications channel with the selected customer service representative;
transferring the associated data identifying the caller to the customer service representative; and
connecting the caller with the selected customer service representative after the selected customer service representative receives the associated data identifying the caller. - View Dependent Claims (43, 44, 45, 46, 47, 48, 49)
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Specification