Programmable work station for network-based call centre has telephone function coordinated with handling availability of agent
摘要
The programmable work station (1121) has a JavaPhone device providing audio control elements/audio status and/or call control elements/call status, together with a PlusTep device providing TCP/IP communication support for local connections with the JavaPhone device and a PluTapi device. The PlusTapi commands and data elements are specified for a IWSP platform for allowing a DA-Operator to communicate with the JavaPhone device and execution of audio and call control operations. Also included are Independent claims for the following: (a) a programmable work station method; (b) a computer medium providing a programmable work station function
申请公布号
DE10121789(A1)
申请公布日期
2001.12.06
申请号
DE20011021789
申请日期
2001.05.04
申请人
INTERNATIONAL BUSINESS MACHINES CORP., ARMONK
发明人
RINGHOF, PAUL G.;DAHMUS, EDWARD J.;COHEN, RAN R.;KLIMER, RONI;SHVADRON, UZI U.;WONG, JULIO;HOOD, DANNY J.