Remote expert screen pop via data message
AssigneeAspect Software, Inc.
InventorPrabhuram Mohan
Life of this patent
Estimating the term…
Abstract
A method and apparatus are provided that allows an agent of an organization to display client information on a computer of a consultant. The method includes the steps of the agent receiving a call from a client of the organization along with information about the client from a host of the organization and selecting the consultant for a communication session between the agent and consultant. The method also includes the step of the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
Claims26
A method that allows an agent of an organization to display client information on a computer of a consultant comprising:
- the agent receiving a call from a client of the organization along with information about the client from a host of the organization;
- the agent selecting the consultant for a communication session between the agent and consultant;
- and
- the host sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:
- means for receiving a call by the agent from a client of the organization along with information about the client from a host of the organization;
- means for selecting the consultant for a communication session between the agent and consultant;
- and
- means within the host for sending the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
An apparatus for allowing an agent of an organization to display client information on a computer of a consultant comprising:
- a work station of the agent that receives a call by the agent from a client of the organization along with information about the client from a host of the organization;
- a selection screen on a display of the agent that allows the agent to select the consultant for a communication session between the agent and consultant;
- and
- a communication processor within the host that sends the client information to an Internet address of the consultant within a data message that is sent through a communication channel that is different than a channel of the communication session.
Dependencies are inferred from the claim text.