Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality

摘要

An agent station for a call-in center has a telephone for an agent's use connected by a communication link with a computer workstation including a video display unit (VDU) adapted for monitoring origination information for calls received on the telephone. In a preferred embodiment the computer workstation is connected on a local area network (LAN) to a processor running and instance of a telephony server (T-Server) application having access to a database storing data pertaining to callers, and the computer workstation reports call- origination data to the T-Server, which uses the data to correlate data to be retrieved from the database and displayed on the VDU.