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1. 发明授权

US5974135A Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions 失效
标题翻译： Teleservices计算机系统，方法和管理器应用程序，用于与多个终端仿真会话的并发交互的集成呈现
公开(公告)号：US5974135A
公开(公告)日：1999-10-26
申请号：US872882
申请日：1997-06-11
申请人： Reed B. Breneman , Bruce C. Rowe , James B. Burks , John P. Romeo
发明人： Reed B. Breneman , Bruce C. Rowe , James B. Burks , John P. Romeo
IPC分类号： G06Q10/02 , G06Q30/02 , H04M3/00
CPC分类号： G06Q10/02 , G06Q30/02
摘要： A teleservices system, workstation configuration, and teleservices manager application provide for integrated concurrent interactions with various host computer systems, an automatic call management system, and Internet/intranet servers. The teleservices system includes an automatic call distributor and call management system, a customer database system, various host systems providing terminal emulation based access, a hypermedia server with hypermedia data on multiple properties, host computer systems, or business locations. The teleservices workstation configuration includes a telephone server application that interfaces to the call management system, a patron server program that interfaces to the customer database system, and a configuration database that stores configuration for configuring each agent's workstation to access various ones of the host computer systems, and identifying various ones of the properties for which the agent provides services. The teleservices workstation manager application controls and interfaces with the telephone server program, the patron server program, and the configuration database. Among other functions, the teleservices workstation manager automatically retrieves customer data from the customer database in response to receiving a telephone number for an incoming telephone call, automatically configures itself to provide terminal emulation sessions for various ones of the host computer systems and properties that the agent is authorized to service, and dynamically selects and retrieves hypermedia data for various ones of such properties. The various data sources are presented through an integrated user interface, and the agent is able to efficiently transfer information between the various systems.
摘要翻译：远程服务系统，工作站配置和远程服务管理器应用程序提供与各种主机系统，自动呼叫管理系统和因特网/内联网服务器的集成并发交互。电话服务系统包括自动呼叫分配器和呼叫管理系统，客户数据库系统，提供基于终端仿真的接入的各种主机系统，具有多个属性的超媒体数据的超媒体服务器，主机计算机系统或业务位置。远程服务工作站配置包括与呼叫管理系统接口的电话服务器应用程序，与客户数据库系统接口的顾客服务器程序，以及配置数据库，其存储用于配置每个代理工作站以访问主机计算机系统中的各种的配置并且识别代理提供服务的各种属性。电话服务工作站管理器应用程序控制和接口电话服务器程序，顾客服务器程序和配置数据库。除了其他功能之外，远程服务工作站管理器响应于接收到电话呼叫的电话号码自动地从客户数据库中检索客户数据，自动配置自己以为主机计算机系统中的各种主机提供终端仿真会话，以及代理被授权服务，动态地选择和检索用于这些属性的各种的超媒体数据。通过集成的用户界面呈现各种数据源，代理能够在各种系统之间高效地传输信息。

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