Patent US5960073A successfully refreshed from Google Patents.
US5960073A
Expired / Lapsed
US
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Method and apparatus for providing an interactive home agent with access to call center functionality and resources
Assignee: Genesys Cloud Services Inc
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Filing: 1997-09-30
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Granted: 1999-09-28
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Expires: 2017-09-30
Abstract
Abstract A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.
Inventors
- 👤 Dan Kikinis
- 👤 Oleg Bondarenko
- 👤 Valery Issayev
- 👤 Yuri Shtivelman
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 04:38
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04L; H04L65/00; H04L65/1066; H04L65/1069; H04L65/1083; H04L65/1094; H04L65/40; H04L65/401; H04M3/5125; H04M3/5183; H04Q; H04Q3/00; H04Q3/0016; H04Q3/0029; H04Q3/64; H04L65/1101; H04M2201/00; H04M2201/38; H04M2203/00; H04M2203/60; H04M2203/6018; H04M3/42314; H04M3/42323; H04M3/5158; H04M3/5191; H04M3/523; H04M7/00; H04M7/0003; H04M7/0024; H04M7/0033; H04Q2213/00; H04Q2213/13072; H04Q2213/13091; H04Q2213/13092; H04Q2213/13093; H04Q2213/13106; H04Q2213/13107; H04Q2213/13141; H04Q2213/13175; H04Q2213/1322; H04Q2213/13345; H04Q2213/13378; H04Q2213/13389; H04Q2213/13399; H04Q2213/13546; H04Q3/72
Claims Analysis
Total Claims: 4
Claim 1
Independent Claim
248 words
In a call center system including a call center having a switching apparatus connected to a Public Switched Telephone Network (PSTN), the switching apparatus enhanced by a Computer Telephony Integration (CTI) processor executing a CTI application, and including at least one Home Agent station remote from the call center and accessible through the PSTN, the Home Agent station having a telephone and a personal computer (PC) with separate voice and data channels in the PSTN for the telephone for voice communication and the PC for data communication, wherein the telephone has an integration link with the PC in a manner that the PC may monitor and control telephone functions, a method comprising steps of: (a) accomplishing an initial log-in for the Home Agent station, enabling thereby use of a minimum log-in procedure for subsequent calls until log-off; (b) receiving a voice call at the call center for service; (c) determining by the CTI processor that the call should go to the Home Agent station; (d) placing the voice call to the Home Agent station by dialing through the PSTN from the switching apparatus at the call center; (e) in response to receiving the voice call at the Home Agent station, dialing the call center from the Home Agent station to establish a data channel using the minimum log-in procedure; and (f) monitoring progress of the voice call and providing call center CTI services to the Home Agent station through the data channel, the PC and the integration link.
Claim 2
Dependent Claim
248 words
In a call center system including a call center having a switching apparatus connected to a Public Switched Telephone Network (PSTN), the switching apparatus enhanced by a Computer Telephony Integration (CTI) processor executing a CTI application, and including at least one Home Agent station remote from the call center and accessible through the PSTN, the Home Agent station having a telephone and a personal computer (PC) with separate voice and data channels in the PSTN for the telephone for voice communication and the PC for data communication, wherein the telephone has an integration link with the PC in a manner that the PC may monitor and control telephone functions, a method comprising steps of: (a) accomplishing an initial log-in for the Home Agent station, enabling thereby use of a minimum log-in procedure for subsequent calls until log-off; (b) receiving a voice call at the call center for service; (c) determining by the CTI processor that the call should go to the Home Agent station; (d) placing the voice call to the Home Agent station by dialing through the PSTN from the switching apparatus at the call center; (e) in response to receiving the voice call at the Home Agent station, dialing the call center from the Home Agent station to establish a data channel using the minimum log-in procedure; and (f) monitoring progress of the voice call and providing call center CTI services to the Home Agent station through the data channel, the PC and the integration link.
Claim 3
Dependent Claim
225 words
A call center system comprising: a switching apparatus connected to a Public Switched Telephone Network (PSTN); a Computer Telephony Integration (CTI) processor coupled to the switching apparatus and executing a CTI application; and at least one Home Agent station remote from the call center and accessible through the PSTN, the Home Agent station having a telephone and a personal computer (PC) with separate voice and data channels in the PSTN for the telephone for voice communication and the PC for data communication, the telephone having an integration link with the PC in a manner that the PC may monitor and control telephone functions; wherein upon an initial log-in for the Home Agent station, a minimum log-in procedure is established until log-off, and upon receiving a voice call at the switching apparatus and the CTI processor determining that the call should go to the Home Agent station, the CTI processor causes the switching apparatus to dial and connect the voice call to the Home Agent station, and after the call is answered at the Home Agent station the Home Agent station dials the call center establishing a data channel using the minimum log-in procedure, and wherein the CTI processor monitors progress of the voice call and provides call center CTI services to the Home Agent station through the data channel, the PC and the integration link.
Claim 4
Dependent Claim
225 words
A call center system comprising: a switching apparatus connected to a Public Switched Telephone Network (PSTN); a Computer Telephony Integration (CTI) processor coupled to the switching apparatus and executing a CTI application; and at least one Home Agent station remote from the call center and accessible through the PSTN, the Home Agent station having a telephone and a personal computer (PC) with separate voice and data channels in the PSTN for the telephone for voice communication and the PC for data communication, the telephone having an integration link with the PC in a manner that the PC may monitor and control telephone functions; wherein upon an initial log-in for the Home Agent station, a minimum log-in procedure is established until log-off, and upon receiving a voice call at the switching apparatus and the CTI processor determining that the call should go to the Home Agent station, the CTI processor causes the switching apparatus to dial and connect the voice call to the Home Agent station, and after the call is answered at the Home Agent station the Home Agent station dials the call center establishing a data channel using the minimum log-in procedure, and wherein the CTI processor monitors progress of the voice call and provides call center CTI services to the Home Agent station through the data channel, the PC and the integration link.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-09-27 | 2003-03-29 | 2003-09-28 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-09-27 | 2007-03-29 | 2007-09-28 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-09-27 | 2011-03-29 | 2011-09-28 | $7700.00 | Window Closed / Lapsed |