Method for managing data in an automatic call distribution system
First Claim
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.
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Accused Products
Abstract
A method for managing CTI data in an automatic call distribution ACD is described. In this case, caller data is determined by a call center forwarding CCR and/or an interactive voice response unit is transmitted to a CTI instance CTII for forwarding control, with customer data being extracted from a customer database KDB and entered in a customer data document KDD to which access takes place from an agent workstation AWP.
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Citations
18 Claims
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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:
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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, wherein the 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, and the customer data document is generated from the customer data by matching the access rights to the activated agent profile. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9)
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2. A method for managing data in automatic call distribution system, comprising a call center forwarding, a CTI instance receiving call control directly from the call center forwarding and/or though an interactive voice response unit, a customer database accessible from the CTI instance, and an agent workstation, the method comprising:
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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; formatting the customer data in a customer data document by the CTI instance, the customer data being formatted in accordance with an access level assigned to an individual agent having access to the agent workstation; and providing the agent with the customer data document through the agent workstation, wherein all customer data is associated with one or more access levels identifying types of agents that should be allowed access to the customer data, the customer data is selected to determine data having an access level that matches the access level of an individual agent, and the customer data document is assembled by compiling the data having a matching access level.
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10. A system for an automatic call distribution, comprising:
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a call center forwarding unit to forward caller data regarding a caller, a CTI instance unit comprising; a first converting device to convert caller data into search parameters for searching customer data in a customer database; a second converting device to convert a first data format of the customer data retrieved using the search parameters from the customer database to a second data format of a customer data document, and to create the customer data document so that it contains information matching access rights of an agent who will address the caller; a working data memory to store the customer data document independent from the customer database; and an information provision unit to provide the agent with access to the customer data document, wherein the access rights of an agent who will address the caller are defined by an access profile stored in the CTI instance unit, and the system further comprises an assignment device to assign the customer data document to at least one agent profile. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification