Patent ID: 6650747
Filing Date: 2003-11-18
Classification: H04M

Abstract:
In a network-based virtual contact center comprising at least one customer service representative (CSR) station and a contact control server for authenticating CSRs at said CSR stations and for connecting customers to said CSR stations, a method for monitoring and controlling at least one merchant application relating to a transaction between a customer and a CSR at one of said CSR stations, said CSR station comprising a computer having at least one displayable desktop, the method, practiced at a monitor station, comprisingexecuting a viewer program associated with a server program and a first desktop at said one of said CSR stations, establishing a first link to said one of said CSR stations to permit display at said monitor station of said first desktop at said one of said CSR stations, inputting control signals for transmission over said first link to control objects on said first desktop at said one of said CSR stations.