US5715307A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Integrated voice and business transaction reporting for telephone call centers
Assignee: Rockwell Firstpoint Contact Corp
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Filing: 1996-04-19
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Granted: 1998-02-03
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Expires: 2016-04-19
Abstract
Abstract An integrated voice and data business transaction detail reporting system for a telephone system (12), having a switch (14) for directing incoming telephone calls, a device (14) for generating information pertaining to voice of the incoming calls, a device (26) for generating business transaction data pertaining to the incoming calls, and a device (24) for correlating the voice information and business transaction data.
Inventors
- 👤 Andre C. Zazzera
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-30 10:12
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/22; H04M3/2218; H04M3/5183; H04M3/523; H04M3/42314; H04M3/42323
Claims Analysis
Total Claims: 25
Claim 1
Independent Claim
138 words
An integrated voice and data reporting system for a call center, comprising: a telephonic switch for receiving incoming calls and directing the incoming telephone calls such that data pertaining to the incoming calls is processed; means for identifying and processing voice-related data pertaining to the incoming calls, said means configured to facilitate processing of the voice-related data by assigning a time to events defining a portion of the voice-related data; means for identifying and processing business transaction data pertaining to the incoming calls, said means configured to facilitate processing of the business transaction data by assigning a time to events defining a portion of the business transaction data; means for correlating the voice-related data and business transaction data in real time utilizing the time assigned to each said event; and displaying the correlated data on a display device.
Claim 2
Dependent Claim
138 words
An integrated voice and data reporting system for a call center, comprising: a telephonic switch for receiving incoming calls and directing the incoming telephone calls such that data pertaining to the incoming calls is processed; means for identifying and processing voice-related data pertaining to the incoming calls, said means configured to facilitate processing of the voice-related data by assigning a time to events defining a portion of the voice-related data; means for identifying and processing business transaction data pertaining to the incoming calls, said means configured to facilitate processing of the business transaction data by assigning a time to events defining a portion of the business transaction data; means for correlating the voice-related data and business transaction data in real time utilizing the time assigned to each said event; and displaying the correlated data on a display device.
Claim 3
Dependent Claim
28 words
The integrated voice and data reporting system as recited in claim 1 comprising means for generating a report relating to the business transaction data and the voice information.
Claim 4
Dependent Claim
50 words
The integrated voice and data reporting system as recited in claim 1 wherein the means for generating a report comprises: means for generating a report relating to the business transaction data and the voice information, the means for generating a report being capable of generating the report in real time.
Claim 5
Dependent Claim
31 words
The integrated voice and data reporting system as recited in claim 3 wherein the means for generating a report comprises: means for displaying the voice information and the business transaction data.
Claim 6
Dependent Claim
22 words
The integrated voice and data reporting system as recited in claim 3 comprising means for assigning times to the business transaction data.
Claim 7
Dependent Claim
21 words
The integrated voice and data reporting system as recited in claim 3 comprising means for assigning times to the voice information.
Claim 8
Dependent Claim
21 words
The integrated voice and data reporting system as recited in claim 1 wherein the telephonic switch comprises an automatic call distributor.
Claim 9
Dependent Claim
24 words
The integrated voice and data reporting system as recited in claim 1 wherein the means for generating voice information comprises an automatic call distributor.
Claim 10
Dependent Claim
17 words
The integrated voice and date reporting system as recited in claim 8 further including a display device.
Claim 11
Dependent Claim
16 words
The integrated voice and date reporting system as recited in claim 8 further including a printer.
Claim 12
Dependent Claim
25 words
The integrated voice and data reporting system as recited in claim 1 wherein the means for generating business transaction data comprises a voice response unit.
Claim 13
Dependent Claim
22 words
The integrated voice and data reporting system as recited in claim 1 comprising means for assigning times to the business transaction data.
Claim 14
Dependent Claim
29 words
The integrated voice and data reporting system as recited in claim 1 wherein the means for generating business transaction data relating to the telephone calls comprises a host computer.
Claim 15
Independent Claim
96 words
A method for reporting voice-related data and business transaction data relating to telephone calls routed by a telephonic switch, the method comprising the steps of: detecting and processing the voice-related data and assigning a time to events defining a portion of the voice-related data; detecting and processing the business transaction data and assigning a time to events defining a portion of the business transaction data; correlating the voice-related data and the business transaction data in real time utilizing the time assigned to each said event; and reporting the correlated voice-related data and the business transaction data.
Claim 16
Independent Claim
96 words
A method for reporting voice-related data and business transaction data relating to telephone calls routed by a telephonic switch, the method comprising the steps of: detecting and processing the voice-related data and assigning a time to events defining a portion of the voice-related data; detecting and processing the business transaction data and assigning a time to events defining a portion of the business transaction data; correlating the voice-related data and the business transaction data in real time utilizing the time assigned to each said event; and reporting the correlated voice-related data and the business transaction data.
Claim 17
Dependent Claim
28 words
The method as recited in claim 14 wherein the step of reporting comprises the step of reporting the voice information and the business transaction data in real time.
Claim 18
Dependent Claim
31 words
The method as recited in claim 14 wherein the step of reporting comprises the step of displaying a report of the voice information and the business transaction data on a display.
Claim 19
Dependent Claim
28 words
The inched as recited in claim 14 wherein the step of reporting comprises the step of printing a report of the voice information and the business transaction data.
Claim 20
Dependent Claim
41 words
The method as recited in claim 14 wherein the step of correlating comprises the step of correlating the voice information and the business transaction data comprises the step of correlating the voice information and business transaction data by a computer-telephone-integration device.
Claim 21
Dependent Claim
18 words
The method as recited in claim 14 comprising the step of assigning times to the business transaction data.
Claim 22
Dependent Claim
17 words
The method as recited in claim 14 comprising the step of assigning times to the voice information.
Claim 23
Dependent Claim
27 words
The method as recited in claim 14 wherein the step of detecting the voice information comprises the step of detecting the voice information by the telephonic switch.
Claim 24
Dependent Claim
34 words
The method as recited in claim 14 wherein the step of detecting the business transaction data comprises the step of detecting the business transaction data by a host computer connected to the telephonic switch.
Claim 25
Dependent Claim
35 words
The method as recited in claim 14 wherein the step of detecting the business transaction data comprises the step of detecting the business transaction data by a voice response unit connected to the telephonic switch.
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2001-02-02 | 2001-08-04 | 2002-02-03 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2005-02-02 | 2005-08-04 | 2006-02-03 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2009-02-02 | 2009-08-04 | 2010-02-03 | $7700.00 | Window Closed / Lapsed |