Computer telephony integration hotelling method and system
AssigneeSiebel Systems, Inc.
InventorsKuang-Yang Huang, Matthew S. Malden, Henry D. Jay, Anil Annadata
Life of this patent
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Abstract
A method and system for enabling a CTI user to log in at any work station in a network and utilize the system with the correct teleset, and also to transfer a CTI transaction or interaction to another CTI user.
Claims9
A method of using a computer telephony integration system comprising a plurality of CTI-enabled telesets connected to an ACD or telephony switch, the ACD or telephony switch being connected to a CTI middleware server;
- and a plurality of workstations connected to the server, said method comprising identifying a teleset to the server as a hotelling enabled teleset by transmitting a unique ID to the server wherein said identifying comprises:
- receiving a hostname;
- determining whether said hostname is included in a set of system configuration associations;
- recognizing a teleset associated with said hostname as being a hotelling enabled teleset if said hostname is determined to be included in said set of system configuration associations;
- and
- recognizing a teleset associated with said hostname as not being a hotelling enabled teleset if said host name is determined to not be included in said set of system configuration associations.
A computer telephony method of transferring from a first agent at a first location to a second agent at a second location, comprising:
- identifying, based on a username of the second agent, a hostname associated with the second location;
- determining, based on said hostname, whether the second location is hotelling enabled;
- and
- if the second location is determined to be hotelling enabled, then transferring call data to a workstation at the second location wherein said determining comprises determining whether said hostname is referenced in a set of system configuration associations.
A computer telephony system for transferring from a first agent at a first location to a second agent at a second location, comprising:
- means for identifying, based on a username of the second agent, a hostname associated with the second location;
- means for determining, based on said hostname, whether the second location is hotelling enabled;
- and
- means for transferring call data to a workstation at the second location if the second location is determined to be hotelling enabled wherein said means for determining comprises means for determining whether said hostname is referenced in a set of system configuration associations.
Dependencies are inferred from the claim text.