Patent ID: 6922683
Filing Date: 2005-07-26
Classification: G06Q,H04M

Abstract:
1. A computer telephony integration (CTI) server to handle calls, comprising: receiving means for receiving a call of a customer from a telephone terminal; and analysis means for analyzing state conditions of the call from the telephone terminal concurrently with the call, during the call, and/or after the call, to generate a parameter based on the state conditions of the call, the parameter representing a presumed psychological state of the customer using the telephone terminal, wherein the analysis means analyzes state condition of the call to generate the parameter representing the presumed psychological state of the customer by analyzing at least incoming call data obtained when the call from the telephone terminal has arrived, dealing data on dealing with the call from the telephone terminal, and transfer data on transfer of the call from the telephone terminal, each representing the state conditions of the call.