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1. 发明专利

JP2010141930A Integration of computer and telephone 有权
标题翻译：计算机和电话的整合
公开(公告)号：JP2010141930A
公开(公告)日：2010-06-24
申请号：JP2010053084
申请日：2010-03-10
申请人： Avaya Inc , アバイアインコーポレーテッド
发明人： ERHART GEORGE W , SKIBA DAVID J , KRISHNASWAMY VENKATESH , SETHI RAVI , MATULA VALENTINE C
IPC分类号： H04M3/51 , H04M3/50
CPC分类号： H04M3/523 , H04M3/42059 , H04M3/42323 , H04M3/5183 , H04M3/5237 , H04M2201/38
摘要： PROBLEM TO BE SOLVED: To provide a method for synchronizing a voice signal with a screen image for a call recipient without some of costs, defects, and limits in various technologies of prior art.
SOLUTION: Based on an infrastructure of a session start protocol (or "SIP"), call delivery and transfer is performed for an agent relating to a call center system or a contact center system. A server base system is used together with call delivery based on the SIP to replace a structure of part of a desk top and agent computer/telephone integration and provide first-person call control. Customer-related information is buried in the call transfer itself, and as a result of this, display of the customer-related information is performed on a remote communication terminal of the agent at the same time the call arrives.
COPYRIGHT: (C)2010,JPO&INPIT
摘要翻译：要解决的问题：提供一种用于使话音信号与用于呼叫接收者的屏幕图像同步的方法，而无需在现有技术的各种技术中的一些成本，缺陷和限制。解决方案：基于会话启动协议（或“SIP”）的基础设施，对与呼叫中心系统或联络中心系统有关的代理进行呼叫传送和传送。服务器基础系统与基于SIP的呼叫传送一起使用，以替代桌面的一部分和代理计算机/电话集成的结构，并提供第一人称呼控制。客户相关信息被埋在呼叫转移本身中，作为结果，在呼叫到达的同时，在代理的远程通信终端上执行客户相关信息的显示。版权所有（C）2010，JPO＆INPIT

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