Pre-caching mechanism for optimized business data retrieval for CTI sub-systems

• US 7,697,666 B2
• Filed: 03/30/2006
• Issued: 04/13/2010
• Est. Priority Date: 03/30/2006
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Liu, Yu-Cheng, Jaiswal, Peeyush, Gandhi, Shailesh, Narayan, Naveen
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US11/393,977
• Publication Number:
  US 20070263839A1
• Time in Patent Office: 1,475 Days
• Field of Search: 379/88.2, 379/142.06, 379/88.21
• US Class Current: 379/88.2
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method, system and computer-usable medium for optimizing retrieval of customer data needed to handle a call are presented. The method includes the steps of receiving a call at a data center; initiating a query for a business data related to the call; creating a key that identifies the business data related to the call; pre-fetching the business data using the key with a lookup table; caching the pre-fetched business data; attaching the key to the call; routing the call with the attached key to a desktop agent; receiving a request from the desktop agent for the pre-fetched business data; retrieving the cached pre-fetched business data; and transmitting the cached pre-fetched business data to the desktop agent.

Claims

1. A method comprising:

receiving a call at a data center;

initiating a query for a business data related to the call;

creating a key that identifies the business data related to the call;

pre-fetching the business data using the key with a lookup table;

caching the pre-fetched business data;

attaching the key to the call;

routing the call with the attached key to an agent desktop;

receiving a request from the desktop agent for the pre-fetched business data;

retrieving the cached pre-fetched business data; and

transmitting the cached pre-fetched business data to the agent desktop.

2. The method of claim 1, wherein the data center is an Interactive Voice Response (IVR) host.

3. The method of claim 1, wherein the business data is pre-fetched from a legacy application of an entity that is utilizing the data center to route calls to service agents of the entity.

4. The method of claim 1, wherein the business data is used to populate a Screen-Pop that displays the business data on an agent desktop.

5. The method of claim 1, wherein the agent desktop requests the pre-fetched business data by requesting business data that is cached in a business object that created the key, attached the key to the call, and pre-fetched the business data.

6. The method of claim 5, wherein multiple keys are assigned to the call, and wherein the multiple keys correspond with different types of business data that is cached by the business object and sent to the agent desktop in response to a key-identified request from the agent desktop to the business object.

7. A system comprising:

a processor;

a data bus coupled to the processor;

a memory coupled to the data bus; and

a computer-usable medium embodying computer program code, the computer program code comprising instructions executable by the processor and configured for;

receiving a call at a data center;

initiating a query for a business data related to the call;

creating a key that identifies the business data related to the call;

pre-fetching the business data using the key with a lookup table;

caching the pre-fetched business data;

attaching the key to the call;

routing the call with the attached key to an agent desktop;

receiving a request from the desktop agent for the pre-fetched business data;

retrieving the cached pre-fetched business data; and

transmitting the cached pre-fetched business data to the agent desktop.

8. The system of claim 7, wherein the data center is an Interactive Voice Response (IVR) host.

9. The system of claim 7, wherein the business data is pre-fetched from a legacy application of an entity that is utilizing the data center to route calls to service agents of the entity.

10. The system of claim 7, wherein the business data is used to populate a Screen-Pop that displays the business data on an agent desktop.

11. The system of claim 7, wherein the agent desktop requests the pre-fetched business data by requesting business data that is cached in a business object that created the key, attached the key to the call, and pre-fetched the business data.

12. The system of claim 11, wherein multiple keys are assigned to the call, and wherein the multiple keys correspond with different types of business data that is cached by the business object and sent to the agent desktop in response to a key-identified request from the agent desktop to the business object.

13. A computer-usable medium embodying computer program code, the computer program code comprising computer executable instructions configured for:

receiving a call at a data center;

initiating a query for a business data related to the call;

creating a key that identifies the business data related to the call;

pre-fetching the business data using the key with a lookup table;

caching the pre-fetched business data;

attaching the key to the call;

routing the call with the attached key to an agent desktop;

receiving a request from the desktop agent for the pre-fetched business data;

retrieving the cached pre-fetched business data; and

transmitting the cached pre-fetched business data to the agent desktop.

14. The computer-usable medium of claim 13, wherein the data center is an Interactive Voice Response (IVR) host.

15. The computer-usable medium of claim 13, wherein the business data is pre-fetched from a legacy application of an entity that is utilizing the data center to route calls to service agents of the entity.

16. The computer-usable medium of claim 13, wherein the business data is used to populate a Screen-Pop that displays the business data on an agent desktop.

17. The computer-usable medium of claim 13, wherein the agent desktop requests the pre-fetched business data by requesting business data that is cached in a business object that created the key, attached the key to the call, and pre-fetched the business data.

18. The computer-usable medium of claim 17, wherein multiple keys are assigned to the call, and wherein the multiple keys correspond with different types of business data that is cached by the business object and sent to the agent desktop in response to a key-identified request from the agent desktop to the business object.

19. The computer-useable medium of claim 13, wherein the computer executable instructions are deployable to a computer from a download server that is at a remote location.

20. The computer-useable medium of claim 13, wherein the computer executable instructions are provided by a download service provider to a service computer on an on-demand basis.