System and method for providing computer telephony integration over a computer network

摘要

A computer telephony system for use with a remote multimedia computer connected to the Internet includes an automated call distribution system having a plurality of agent telephones. The automated call distribution system operates to deliver incoming telephone calls to a selected agent telephone having a corresponding agent computer. The computer telephony system further includes means for establishing a voice over IP connection between the remote multimedia computer and the selected agent telephone, means for retrieving data related to the voice over IP connection from the remote multimedia computer, and means for selectively displaying certain of the retrieved data on the selected agent computer during the established voice over IP connection. A method for linking a remote user to a live agent, the remote user operating a multimedia computer and being connected to the web server through the Internet, is also provided.