METHOD AND SYSTEM FOR ENABLING COMPUTER TERMINALS IN A CALL CENTER ENVIRONMENT TO DISPLAY AND PERFORM TELEPHONY RELATED FUNCTIONS

摘要

A method and system, for use with a plurality of computer terminals in a cal l center environment, which enables the computer terminals (106-1 through 106- m) to receive and display telephony information as well as initiate telephony activity. Each of the computer terminals (106-1 through 106-m) is associated with a respective telephone station (104-1 through 104-m) connected to a telephony switch (110), and includes a display screen (108-1 through 108-m) and a processor running a web browser application (109-1 through 109-m). The system and method establishes with each computer terminal (106-1 through 106 - m) a communication connection over which telephony-related data is transferr ed between an applet resident in and used by the web browser (109-1 through 109 - m) running at the computer terminal (106-1 through 106-m), and an applicatio n server (118). When telephony-related activity is performed by the switch (11 0) or computer terminal (106-1 through 106-m), telephony data is exchanged between a selected computer terminal (106-1 through 106-m) and the applicati on server (118) over the respective communication connection. The telephony dat a is in a format that can be acted upon by the web browser (109-1 through 109- m) to cause the computer terminal (106-1 through 106-m) to control its display screen (108 through 108-m) to display telephony-related information based on the telephony data.