×

Method for managing data in an automatic call distribution system

  • US 7,522,720 B2
  • Filed: 09/08/2003
  • Issued: 04/21/2009
  • Est. Priority Date: 09/06/2002
  • Status: Expired due to Fees
First Claim
Patent Images

1. A method for managing data in automatic call distribution system, comprising a call center forwarding, a CTI instance for receiving control of a customer call from the call center forwarding directly and/or though an interactive voice response unit, a customer database accessible from the CTI instance, and an agent workstation communicating with the CTI instance, the method comprising:

  • transmitting caller data from the call center forwarding and/or the interactive voice response unit to the CTI instance;

    extracting customer data from the customer database by the CTI instance on the basis of the caller data and an access level according to an agent profile stored in the CTI instance;

    formatting the customer data in a customer data document by the CTI instance, the customer data being formatted in accordance with the access level assigned to an agent corresponding to the agent profile and having access to the agent workstation; and

    providing the agent with the customer data document through the agent workstation, whereinthe access level is one of a plurality of graded access rights,during a booking-in process of the agent and/or the agent workstation, the agent profile is activated, which identifies previously-specified access rights to customer information, andthe customer data document is generated from the customer data by matching the access rights to the activated agent profile.

View all claims
  • 6 Assignments
Timeline View
Assignment View
    ×
    ×