公开(公告)号：US06741697B2

公开(公告)日：2004-05-25

申请号：US09175527

申请日：1998-10-20

申请人： Paul Benson ,  Alan Adrian Impey

发明人： Paul Benson ,  Alan Adrian Impey

IPC分类号： H04M300

CPC分类号： H04M3/51 ,  H04M3/42323 ,  H04M3/5175

摘要： A method of monitoring the performance of a CTI enabled business application for a call center is described. The method comprises the steps of acquiring telephony network information such as an Automatic Number Identification from the telephony network when a telephone call is made to the call center and searching for information stored by the business application such as the customer name which is associated with the ANI from the telephony network. This search is made at the beginning of the call and the customer name is stored with ANI in a call log. Additional information associated with the call such as an order taken during the call is searched for after the call is completed and this additional business information is also stored with said telephony information in the call log.

摘要翻译： 描述了监视呼叫中心的支持CTI的业务应用的性能的方法。 该方法包括以下步骤：当向呼叫中心进行电话呼叫时，从电话网络获取诸如自动号码识别的电话网络信息，并且搜索商业应用所存储的信息，例如与ANI相关联的客户名称 从电话网络。 这种搜索是在呼叫开始时进行的，客户名称与ANI一起存储在通话记录中。 在呼叫完成之后，搜索与呼叫相关联的附加信息，例如在呼叫期间拍摄的订单，并且该附加业务信息也与呼叫记录中的电话信息一起存储。

公开(公告)号：US06614895B1

公开(公告)日：2003-09-02

申请号：US09519322

申请日：2000-03-06

申请人： Alan Adrian Impey ,  Colin James Thorne

发明人： Alan Adrian Impey ,  Colin James Thorne

IPC分类号： H04M1500

CPC分类号： H04M3/51 ,  H04M1/575 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42323 ,  H04M2242/22 ,  H04Q3/72

摘要： This invention relates to maintaining a customer database in a computer telephony integrated (CTI) database. In particular it relates to populating and maintaining a customer database in a computer telephony system with shared and unique telephone numbers. There is described a method, apparatus and a computer program product relating to the processing records in a telephony database. The telephony system receives an ANI number along with an incoming call and uses that number to identify records, if any, in the customer database having telephone numbers that match the ANI number. A new record is created in the database if no record from the identified records corresponds to the incoming telephone call and the new record includes a telephone number field containing the ANI number. If one or more records were identified in the database the telephone number in the new record is associated with a shared status.

摘要翻译： 本发明涉及在计算机电话集成（CTI）数据库中维护客户数据库。 特别地，它涉及在具有共享和唯一电话号码的计算机电话系统中填充和维护客户数据库。 描述了与电话数据库中的处理记录相关的方法，装置和计算机程序产品。 电话系统接收来自呼叫的ANI号码，并使用该号码来识别具有与ANI号码相匹配的电话号码的客户数据库中的记录（如果有的话）。 如果没有来自所识别的记录的记录对应于进入的电话呼叫，并且新记录包括包含ANI号码的电话号码字段，则在数据库中创建新的记录。 如果在数据库中识别出一个或多个记录，则新记录中的电话号码与共享状态相关联。