Michael B Mclaughlin

US Patent:

6480601, Nov 12, 2002

Filed:

Nov 12, 1999

Appl. No.:

09/438445

Inventors:

Michael McLaughlin - Merrimack NH

Assignee:

Concerto Software, Inc. - Westford MA

International Classification:

H04M 3523

US Classification:

37926511, 37921201, 37926607, 3792661

Abstract:

A system and method for transferring voice and data from an outbound call platform to an inbound call platform. The outbound and inbound call platforms are separate hardware platforms connected to a controlling device using computer telephone integration (CTI) links and connected together using one or more communication paths, such as trunks or T lines. If an outbound agent connected to the outbound call platform determines that an outbound call should be handled by an inbound agent connected to the inbound call platform, the outbound agent can request a transfer of that outbound telephone call. The outbound dialer then transfers the voice portion of the outbound telephone call to a predetermined extension on the inbound platform, and the inbound platform assigns a call ID to the transferred outbound call. The transferred outbound call is assigned to the appropriate ACD queue until an inbound agent is available to handle the call. When the voice portion of the call arrives at the headset of the available inbound agent, the call ID is used to correlate the data portion pertaining to the called party with the voice portion, thereby eliminating the need for the inbound agent to request data and manually enter data pertaining to the outbound telephone call.

US Patent:

20020152284, Oct 17, 2002

Filed:

Apr 13, 2001

Appl. No.:

09/835112

Inventors:

John Cambray - Pelham NH, US
Paul Edwards - Manchester NH, US
Michael McLaughlin - Merrimack NH, US
George Melillo - Pepperell MA, US
B. Smith - Londonderry NH, US
Robert Stent - Westford MA, US

International Classification:

G06F015/173
G06F015/16

US Classification:

709/218000, 709/217000, 709/224000

Abstract:

A system and method for performing real time monitoring of an interactive network server, such as a web site server, provides for receiving requests for information from at least one visitor and in response to providing the information to the visitor, reports information concerning the visitor's activities on the server, including a visitor identifier and information requested or provided to the visitor. The visitor information is filtered and organized for determining at least the present status of the visitor presently accessing the network server, in real time. A data analyzer organizes raw the visitor information and provides the organized information to a data accumulator which further organizes the information into a higher level for display, in graphical format, to a user. The user may display at least the status of each visitor presently accessing the network server, including track history and purchase information and allows display of that information in real time and in a graphical format to a network server administrator. In response to user input on a network server administrative terminal, an information control signal may be sent back to the interactive network server to control what information is displayed to the visitor presently accessing the interactive network server.