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TELESERVICES WORKSTATION WITH INTEGRATED PRESENTATION OF CONCURRENT INTERACTIONS WITH MULTIPLE TERMINAL EMULATIONS, HYPERMEDIA AND TELEPHONY SYSTEMS
TELESERVICES WORKSTATION WITH INTEGRATED PRESENTATION OF CONCURRENT INTERACTIONS WITH MULTIPLE TERMINAL EMULATIONS, HYPERMEDIA AND TELEPHONY SYSTEMS
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机译:具有多终端仿真,超媒体和电话系统的交互交互集成表示的电信工作站
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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.
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