EP 1374055 A4 20060802 - CALL CENTER ADMINISTRATION MANAGER
Title (en)
CALL CENTER ADMINISTRATION MANAGER
Title (de)
ANRUFZENTRALEN-ADMINISTRATIONSMANAGER
Title (fr)
GESTIONNAIRE D'ADMINISTRATION DE CENTRE D'APPELS
Publication
Application
Priority
- US 0125526 W 20010814
- US 79822601 A 20010302
Abstract (en)
[origin: WO02071226A1] A network-based call center for managing a company's interactions with its customers used resources (112, 114) supplied by an application service provider (116). The call center stores sensitive information on a database (166) within the company's private network (110), behind a firewall. When a call center resource (112, 114) or another client or server obtains new sensitive information, the resource (112, 114) writes the information to the database (166) and then erases the information. When a resource (112, 114) needs sensitive information stored on the database (166), the resource (112, 114) requests the information from the database (166), uses it, and then erases the information. The call center further provides a browser-based tool (146), running on the Internet (140), for enabling non-technical personnel of the company to provision a call center from the resources (112, 114) of the application service provider (116).
IPC 1-7
IPC 8 full level
G06Q 10/00 (2006.01); H04L 12/24 (2006.01); H04L 29/06 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 11/00 (2006.01); H04Q 3/58 (2006.01)
CPC (source: EP)
H04L 65/1069 (2013.01); H04L 65/401 (2022.05); H04M 3/5233 (2013.01); H04M 3/5237 (2013.01); H04L 63/083 (2013.01); H04L 63/104 (2013.01); H04L 65/1016 (2013.01)
Citation (search report)
- [Y] US 5185780 A 19930209 - LEGGETT ERNEST W [US]
- [Y] US 6175564 B1 20010116 - MILOSLAVSKY ALEC [US], et al
- See references of WO 02071226A1
Citation (examination)
WO 9960766 A1 19991125 - CALLSCAN LIMITED [GB], et al
Designated contracting state (EPC)
AT BE CH CY DE DK ES FI FR GB GR IE IT LI LU MC NL PT SE TR
DOCDB simple family (publication)
WO 02071226 A1 20020912; CA 2439694 A1 20020912; CA 2439694 C 20110705; EP 1374055 A1 20040102; EP 1374055 A4 20060802; JP 2004535090 A 20041118
DOCDB simple family (application)
US 0125526 W 20010814; CA 2439694 A 20010814; EP 01964033 A 20010814; JP 2002570082 A 20010814