发明名称 |
Virtual call center |
摘要 |
Call center functions are provided to a plurality of remotely located customer service representatives (CSRs) via a data network, such as the Internet. Each CSR station includes a telephone and a computer. Separate log-in procedures for the computer and the telephone improve system security. Incoming calls are routed to an available CSR. A call control server provides call control pages that include a set of clickable commands (e.g., transfer, hold, conference, speed-dial buttons, and the like) and telephone digits to CSR computers that allow CSRs to remotely control telephone calls. A merchant server can also provide a merchant application page to CSR computers to allow CSRs to process customer calls.
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申请公布号 |
US6049602(A) |
申请公布日期 |
2000.04.11 |
申请号 |
US19970933518 |
申请日期 |
1997.09.18 |
申请人 |
AT&T CORP |
发明人 |
FOLADARE, MARK JEFFREY;GOLDMAN, SHELLEY B.;SILVERMAN, DAVID PHILLIP;WANG, SHAOQING Q.;WEBER, ROY PHILIP;WESTRICH, ROBERT S. |
分类号 |
H04M3/38;H04M3/51;H04M7/12;(IPC1-7):H04M3/00 |
主分类号 |
H04M3/38 |
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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