公开(公告)号：US06931119B2

公开(公告)日：2005-08-16

申请号：US10231623

申请日：2002-08-30

申请人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Denzonno

发明人： Mark J. Michelson ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Robert P. Beckstrom ,  Anthony J. Denzonno

IPC分类号： H04M3/51 ,  A04M3/00

CPC分类号： H04M3/51 ,  H04M3/42042 ,  H04M3/42059 ,  H04M3/42068 ,  H04M2242/22

摘要： A method and apparatus provides data to an agent station associated with a transaction processing system. The data corresponds to an incoming call routed from a caller through a communication network to the agent station, where the incoming calls are based on voice-mode communication and/or text-mode communication. The method includes the steps of receiving the incoming call from the communication network, obtaining caller-specific data corresponding to the incoming call, inspecting the caller-specific data to determine a specialty type corresponding to the incoming call, selecting an selected agent station based upon the determined specialty type and routing the incoming call to the selected agent station, transmitting the caller-specific data to the selected agent station, and automatically launching or maximizing an application on the selected agent station so that the application and corresponding call-specific data is available to the agent when the agent services the incoming call.

摘要翻译： 方法和装置向与交易处理系统相关联的代理站提供数据。 该数据对应于从呼叫者通过通信网络路由到代理站的呼入呼叫，其中来话呼叫基于语音模式通信和/或文本模式通信。 该方法包括以下步骤：从通信网络接收呼入呼叫，获得与呼入呼叫相对应的呼叫者特定数据，检查呼叫者特定数据以确定与呼入呼叫对应的特殊类型，基于 所确定的专业类型并将所述呼入路由到所选择的代理站，将所述呼叫者特定数据发送到所选择的代理站，以及自动启动或最大化所选代理站上的应用，使得所述应用和相应的呼叫专用数据为 当代理服务来电时，该代理可用。