At&t Bell Laboratories

Richard A Oberman

George W Gawrys

William T Willcock

Richard J Nici

Henri Setton

David L Woody

Dale G Leasure

In the present invention, a first agent terminal, of a group of multi-windowing agent terminals, answers an integrated voice/data call by (i) directly receiving and displaying call-related information from a communication system in a 'Phone' window, and (ii) retrieving data information from a host database system, and then transferring the voice portion and either (a) predetermined received call-related information, or (b) a current data display status indication directly to a second agent terminal of a second group of agent terminals. The second agent terminal uses the received data to access a same or other host database system for automatically displaying the pertinent data at the second agent terminal to continue the voice and data call.

Customer definable integrated voice/data call transfer technique

The present invention enables multi-windowing agent computer terminals, that answer a variety of, e.g., telemarketing calls, to (i) receive call-related information from a communication system at an agent terminal for automatic display in a 'telephony' window, and (ii) automatically send such information to a host computer system application software and retrieve caller desired information based on the calling or called number for display in a 'host application' window without requiring a caller to provide verbal information. The present invention also enables an agent terminal to automatically transfer caller-related information from one window to another window via programmable function key commands which can be programmed by a user/system administrator regarding what information is to be copied and where and when to copy it. This allows the user/system administrator to program the system to (1) retrieve information using the received call-related data without routing caller data to the host computer application software prior to its delivery to the agent terminal, and (2) automatically transmit collected data to the host database at a call's conclusion.

Customer programmable automated integrated voice/data technique for

Growing community of inventors

Park Ridge, IL, United States of America

Richard A Oberman