Computer telephony integration (CTI) complete healthcare contact center
First Claim
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1. A computer telephony integration system having a call management system for connecting a plurality of agent stations with at least one telephone line, the system comprising:
- detection means for detecting an incoming communication;
at least one input/output processor to input and to output data associated with the incoming communication;
at least one communications interface for communicating with a communications device associated with a designated party of a healthcare call center, the designated party comprising at least one of a staff member and a patient associated with the healthcare call center;
a memory device for storing the data;
a processor communicating with the memory device, the processor selecting data stored in the memory device based upon a communications profile associated with at least one of the incoming communication and the data, the communications profile providing at least one of (1) patient data associated with the incoming communication, (2) data associated with the designated party, (3) data associated with at least one of services, products, and business operations affiliated with the healthcare call center, (4) data associated with network configuration, (5) data associated with a configuration profile of the communications device, and (6) data associated with communications systems of the healthcare call center; and
a healthcare call center application for managing the communications profile, the healthcare call center application comprising encryption means for securing communications of at least one of the incoming communication and the data within the call management system.
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Abstract
Methods and systems are disclosed for enabling a dynamic healthcare contact center (DHCCC) that leverages the assets of a healthcare center'"'"'s communications systems including internal telecommunications networks, information systems, data networks, and applications, of public telecommunications networks, of public data networks, and/or of various communications devices to facilitate improved access, sharing, notification, and/or management of incoming calls and associated data.
163 Citations
22 Claims
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1. A computer telephony integration system having a call management system for connecting a plurality of agent stations with at least one telephone line, the system comprising:
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detection means for detecting an incoming communication;
at least one input/output processor to input and to output data associated with the incoming communication;
at least one communications interface for communicating with a communications device associated with a designated party of a healthcare call center, the designated party comprising at least one of a staff member and a patient associated with the healthcare call center;
a memory device for storing the data;
a processor communicating with the memory device, the processor selecting data stored in the memory device based upon a communications profile associated with at least one of the incoming communication and the data, the communications profile providing at least one of (1) patient data associated with the incoming communication, (2) data associated with the designated party, (3) data associated with at least one of services, products, and business operations affiliated with the healthcare call center, (4) data associated with network configuration, (5) data associated with a configuration profile of the communications device, and (6) data associated with communications systems of the healthcare call center; and
a healthcare call center application for managing the communications profile, the healthcare call center application comprising encryption means for securing communications of at least one of the incoming communication and the data within the call management system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method, comprising the steps of:
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communicating an incoming communication to a healthcare call management system for connecting at least one agent station with at least one telephone line;
associating a communications profile with the incoming communication, the communications profile comprising at least one of (1) patient data associated with the incoming communication, (2) data associated with a designated party, (3) data associated with at least one of services, products, and business operations affiliated with a healthcare call center, (4) data associated with network configuration, (5) data associated with a configuration profile of a communications device associated with the designated party of the healthcare call center, and (6) data associated with communications systems of the healthcare call center;
accessing at least one of a communications system and an interactive patient services system of the healthcare call center to determine a status, the status comprising at least one of availability data of the designated party, location data of the designated party, availability data of the communications device, location data of the communications device, messaging delivery capability data of the communications device, and messaging delivery confirmation data to the communications device, the designated party comprising at least one of a staff member and a patient associated with the healthcare call center;
verifying authentication of the designated party; and
communicating at least one of the incoming communication and the data to the communications device. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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21. A system, comprising:
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a network of interconnected communications devices associated with a healthcare call center;
a rule-based application DataServer for managing the exchange of at least one of an incoming communication and associated data between an agent station of the healthcare call center and a communications device of a designated party affiliated with the healthcare call center, the designated party comprising at least one of a staff member and a patient associated with the healthcare call center; and
an application program installed in the agent station, the application program allowing an agent to manage a communications profile associated with at least one of (1) patient data associated with the incoming communication, (2) data associated with the designated party, (3) data associated with at least one of services, products, and business operations affiliated with a call center, (4) data associated with network configuration, (5) data associated with a configuration profile of a communications device associated with the designated party of the healthcare call center, and (6) data associated with communications systems of the healthcare call center. - View Dependent Claims (22)
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Specification