发明名称 |
Pre-caching mechanism for optimized business data retrieval for CTI sub-systems |
摘要 |
A method, system and computer-usable medium for optimizing retrieval of customer data needed to handle a call are presented. The method includes the steps of receiving a call at a data center; initiating a query for a business data related to the call; creating a key that identifies the business data related to the call; pre-fetching the business data using the key with a lookup table; caching the pre-fetched business data; attaching the key to the call; routing the call with the attached key to a desktop agent; receiving a request from the desktop agent for the pre-fetched business data; retrieving the cached pre-fetched business data; and transmitting the cached pre-fetched business data to the desktop agent.
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申请公布号 |
US7697666(B2) |
申请公布日期 |
2010.04.13 |
申请号 |
US20060393977 |
申请日期 |
2006.03.30 |
申请人 |
INTERNATIONAL BUSINESS MACHINES CORPORATION |
发明人 |
GANDHI SHAILESH;JAISWAL PEEYUSH;LIU YU-CHENG;NARAYAN NAVEEN |
分类号 |
H04M1/64 |
主分类号 |
H04M1/64 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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