US 5,001,710 AGranted

Customer programmable automated integrated voice/data technique for communication systems

AssigneeAT&T Bell Laboratories

InventorsGeorge W. Gawrys, Dale G. Leasure, Richard J. Nici, Richard A. Oberman, Henri Setton, William T. Willcock, David L. Woody

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Abstract

The present invention enables multi-windowing agent computer terminals, that answer a variety of, e.g., telemarketing calls, to (i) receive call-related information from a communication system at an agent terminal for automatic display in a "telephony" window, and (ii) automatically send such information to a host computer system application software and retrieve caller desired information based on the calling or called number for display in a "host application" window without requiring a caller to provide verbal information. The present invention also enables an agent terminal to automatically transfer caller-related information from one window to another window via programmable function key commands which can be programmed by a user/system administrator regarding what information is to be copied and where and when to copy it. This allows the user/system administrator to program the system to (1) retrieve information using the received call-related data without routing caller data to the host computer application software prior to its delivery to the agent terminal, and (2) automatically transmit collected data to the host database at a call's conclusion.

Claims8

Dependent claims

A method of handling integrated voice and data call-related information signals received from a communications network by a call-handling system, the call-handling system comprising (1) at least one agent computer terminal, where each computer terminal comprises (i) a multi-window visual display device, (ii) a keyboard, and (iii) a voice communication device, and (2) at least one host application database computer system for storing information related to each service or campaign that the at least one computer terminal is to handle, the method comprising the steps of:

(a) receiving integrated voice and data call-related information signals of an incoming call from the communications network at a selected idle one of the at least one agent computer terminals where the received data call-related information signals comprise a calling number and/or a called number and/or other data supplied by the caller or the communication network;
(b) in the selected agent computer terminal of step (a), receiving the integrated voice and data call-related information from the communications network, and (i) directing the voice call-related information signals to the voice communication device of said agent computer terminal, and (ii) displaying predetermined received data call-related information signals in a first window of the multi-window visual display device while automatically accessing the at least one host application database computer system storing information associated with a campaign or service for retrieving and displaying predetermined host application database information in an at least one second window of the visual display device of the agent computer terminal.

A customer programmable integrated voice and data call-handling system for handling calls for at least one campaign or service comprising:

at least one host application database computer system for storing database information relating to each campaign or service the call-handling system is to handle;
at least one agent computer terminal comprising
(i) a multi-windowing visual display device,
(ii) a keyboard including keys,
(iii) a voice communication device,
(iv) means for storing pre-programmed instructions;
and
(v) means for receiving integrated voice and data information signals from a remote communication system and directing (i) the voice information signals to the voice communication device, and (ii) the data information signals corresponding to a called number, a calling number, or other caller supplied information for displaying in a first window, and (iii) automatically using the called number and the pre-programmed instructions, for accessing the at least one host application database computer system storing the information associated with the campaign or service represented by said called number for retrieving and displaying predetermined host application database information in an at least one second window of the multi-windowing visual display device.

5 more elements

Dependencies are inferred from the claim text.

Facts

Application: 07/426,385Filed 24 Oct 1989
Granted: 19 Mar 1991
Term ends: Not estimatedThe source records don’t support an estimate.

Classification15 codes

H04Q 3/0029
Arrangements providing connection between exchanges: provisions for intelligent networking
H04M 3/51
Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised…:…
H04M 3/58
Systems providing special services or facilities to subscribers: arrangements for transferring received calls from one subscriber to another;…
H04Q 11/0428
For time-division multiplexing: integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g.…