CA2294692A1 - Call center telephone and data flow connection system - Google Patents

Call center telephone and data flow connection system Download PDF

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Publication number
CA2294692A1
CA2294692A1 CA002294692A CA2294692A CA2294692A1 CA 2294692 A1 CA2294692 A1 CA 2294692A1 CA 002294692 A CA002294692 A CA 002294692A CA 2294692 A CA2294692 A CA 2294692A CA 2294692 A1 CA2294692 A1 CA 2294692A1
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CA
Canada
Prior art keywords
flow connection
call
connection module
telephone
application
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Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002294692A
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French (fr)
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CA2294692C (en
Inventor
Wendy S. Cook
Gregory A. Denton
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Avaya Inc
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Individual
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Publication of CA2294692A1 publication Critical patent/CA2294692A1/en
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Publication of CA2294692C publication Critical patent/CA2294692C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Abstract

A method and system for transferring telephone calls and data between computer programs in a call center. Flow connection modules associated with call center application programs allow data and telephone calls to be transferred from one computer program to another in the call center. The flow connection modules may be combined with a locator program such that the combination replaces the automatic call distributor ("ACD") in a call center. The flow connection modules enable development of modular call centers, allowing call center agent workstations to be easily increased or decreased. In operation, an application notifies its flow connection module that a call on a telephone in the workstation should be transferred to another application. The flow connection module establishes a data connection with a flow connection module associated with the other application. The flow connection module sends call-related data to the other flow connection module which then returns the telephone extension associated with the other application. The flow connection module requests a computer telephony interface ("CTI") link associated with a phone switch to transfer the call to the other application's telephone. The CTI link directs the phone switch to transfer the telephone call from the original application's workstation to the telephone of the other workstation. Having received notification of the transferred call, the other flow connection module informs the original flow connection module that the call has been successfully transferred, and the original flow connection module then disconnects the data connection.
CA002294692A 1999-01-21 2000-01-11 Call center telephone and data flow connection system Expired - Lifetime CA2294692C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/235,065 1999-01-21
US09/235,065 US7295669B1 (en) 1999-01-21 1999-01-21 Call center telephone and data flow connection system

Publications (2)

Publication Number Publication Date
CA2294692A1 true CA2294692A1 (en) 2000-07-21
CA2294692C CA2294692C (en) 2009-09-22

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Family Applications (1)

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CA002294692A Expired - Lifetime CA2294692C (en) 1999-01-21 2000-01-11 Call center telephone and data flow connection system

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US (1) US7295669B1 (en)
EP (1) EP1022889A2 (en)
KR (1) KR20000057778A (en)
CA (1) CA2294692C (en)

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Also Published As

Publication number Publication date
CA2294692C (en) 2009-09-22
KR20000057778A (en) 2000-09-25
US7295669B1 (en) 2007-11-13
EP1022889A2 (en) 2000-07-26

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