Method for managing data in an automatic call distribution system
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United States of America Patent
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Apr 21, 2009
Grant Date -
Jul 1, 2004
app pub date -
Sep 8, 2003
filing date -
Sep 6, 2002
priority date (Note) -
Expired
status (Latency Note)
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Abstract
A method for managing CTI data in an automatic call distribution ACD is described. In this case, caller data is determined by a call center forwarding CCR and/or an interactive voice response unit is transmitted to a CTI instance CTII for forwarding control, with customer data being extracted from a customer database KDB and entered in a customer data document KDD to which access takes place from an agent workstation AWP.
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