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    • 7. 发明授权
    • Method and system for managing calls of an automatic call distributor
    • 用于管理自动呼叫分配器的呼叫的方法和系统
    • US07315617B2
    • 2008-01-01
    • US10649452
    • 2003-08-25
    • Shmuel ShafferShantanu SarkarLabhesh PatelJoseph F. Khouri
    • Shmuel ShafferShantanu SarkarLabhesh PatelJoseph F. Khouri
    • H04M3/00H04M5/00
    • H04M3/523
    • A method for managing calls of an automatic call distributor includes receiving a call from a user over a first connection with a first endpoint of the user. The call comprises a request for service. The method includes obtaining presence information of the user and associating the call with the presence information. The method includes placing the call in a queue until a suitable agent becomes available to provide the service to the user. A virtual contact is established to hold a place of the call in an order in the queue if the first connection is terminated. The method also includes establishing a second connection with the user and detecting the presence of the user associated with the second connection. The method includes associating the second connection with the virtual contact using the detected presence of the user.
    • 用于管理自动呼叫分配器的呼叫的方法包括通过与用户的第一端点的第一连接来接收来自用户的呼叫。 呼叫包括服务请求。 该方法包括获取用户的存在信息并将呼叫与存在信息相关联。 该方法包括将呼叫置于队列中,直到合适的代理可用来向用户提供服务。 如果第一个连接被终止,则建立一个虚拟联系人以将该呼叫的位置保持在该队列中的一个顺序中。 该方法还包括建立与用户的第二连接并检测与第二连接相关联的用户的存在。 该方法包括使用检测到的用户的存在将第二连接与虚拟联系人相关联。