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Patent Agency Ranking
公开(公告)号：GB2347820B
公开(公告)日：2004-05-12
申请号：GB9905073
申请日：1999-03-06
Applicant: IBM
Inventor： IMPEY ALAN ADRIAN , THORNE COLIN JAMES
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公开(公告)号：GB2336066A
公开(公告)日：1999-10-06
申请号：GB9806864
申请日：1998-03-31
Applicant: IBM
Inventor： BENSON PAUL , IMPEY ALAN ADRIAN
Abstract: A method of monitoring the performance of a CTI enabled business application for a call centre is described. The method comprises the steps of acquiring telephony network information such as an Automatic Number Identification from the telephony network when a telephone call is made to the call centre and searching for information stored by the business application such as the customer name which is associated with the ANI from the telephony network. This search is made at the beginning of the call and the customer name is stored with ANI in a call log. Additional information associated with the call such as an order taken during the call is searched for after the call is completed and this additional business information is also stored with said telephony information in the call log.
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公开(公告)号：GB2336066B
公开(公告)日：2003-07-23
申请号：GB9806864
申请日：1998-03-31
Applicant: IBM
Inventor： BENSON PAUL , IMPEY ALAN ADRIAN
Abstract: A method of monitoring the performance of a CTI enabled business application for a call center is described. The method comprises the steps of acquiring telephony network information such as an Automatic Number Identification from the telephony network when a telephone call is made to the call center and searching for information stored by the business application such as the customer name which is associated with the ANI from the telephony network. This search is made at the beginning of the call and the customer name is stored with ANI in a call log. Additional information associated with the call such as an order taken during the call is searched for after the call is completed and this additional business information is also stored with said telephony information in the call log.
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公开(公告)号：GB2347820A
公开(公告)日：2000-09-13
申请号：GB9905073
申请日：1999-03-06
Applicant: IBM
Inventor： IMPEY ALAN ADRIAN , THORNE COLIN JAMES
Abstract: This invention relates to maintaining a customer database in a computer telephony integrated (CTI) database. In particular it relates to populating and maintaining a customer database in a computer telephony system with shared and unique telephone numbers. There is described a method, apparatus and a computer program product relating to the processing records in a telephony database. The telephony system receives an ANI number along with an incoming call and uses that number to identify records, if any, in the customer database having telephone numbers that match the ANI number. A new record is created in the database if no record from the identified records corresponds to the incoming telephone call and the new record includes a telephone number field containing the ANI number. If one or more records were identified in the database the telephone number in the new record is associated with a shared status.
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公开(公告)号：GB2336067A
公开(公告)日：1999-10-06
申请号：GB9806979
申请日：1998-03-31
Applicant: IBM
Inventor： BENSON PAUL , IMPEY ALAN ADRIAN
Abstract: A method of managing a call system 30 for a computer telephony integrated call centre system, said call centre system comprising two or more customer call lists 34 for at least one business telephony application, said method comprising: retrieving customer records for the same customer from a number of call lists; and combining said customer records to form a combined call list 36 for said customer. A plurality of combined call lists for a plurality of customers is stored in a combined call list database. When ever a call is outbound to a customer or inbound to a customer the combined list for that customer is displayed so that calls to that customer can be managed.
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