04894857 is referenced by 153 patents and cites 6 patents.

A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16). The system controller (11) is transparent to the operation of the mainframe (16) and the operator terminals (12) and allows the system to be upgraded without the necessity of purchasing different software or programs for the mainframe (16). This invention is useful with both new and previously existing operator terminals (12). The system controller (11) monitors and handles both incoming and outgoing calls via the trunk interface units (10) and, when appropriate, causes the cross-point switch or PBX (13) to connect a selected trunk line (T) with an appropriate available operator terminal (12) and causes the customer account record to be displayed on the screen of the operator terminal.

Title
Method and apparatus for customer account servicing
Application Number
62944
Publication Number
4894857
Application Date
December 20, 1988
Publication Date
January 16, 1990
Inventor
Charles L Warner II
Stone Mountain
GA, US
Curtis G Marks
Eden Prairie
MN, US
James W Crooks Jr
Marietta
GA, US
Aleksander Szlam
Norcross
GA, US
Agent
Jones Askew & Lunsford
Assignee
Inuentions
GA, US
IPC
H04M 11/00
H04M 1/276
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