发明授权
US07949121B1 Method and apparatus for the simultaneous delivery of multiple contacts to an agent
有权
用于将多个触点同时传送到代理的方法和装置
- 专利标题: Method and apparatus for the simultaneous delivery of multiple contacts to an agent
- 专利标题(中): 用于将多个触点同时传送到代理的方法和装置
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申请号: US11069739申请日: 2005-03-01
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公开(公告)号: US07949121B1公开(公告)日: 2011-05-24
- 发明人: Andrew D. Flockhart , Gary Edward Olmsted , Robert C. Steiner
- 申请人: Andrew D. Flockhart , Gary Edward Olmsted , Robert C. Steiner
- 申请人地址: US NJ Basking Ridge
- 专利权人: Avaya Inc.
- 当前专利权人: Avaya Inc.
- 当前专利权人地址: US NJ Basking Ridge
- 代理机构: Sheridan Ross P.C.
- 主分类号: H04M3/00
- IPC分类号: H04M3/00 ; H04L12/28
摘要:
A contact center 100 including a grouping agent 232 that is operable to (a) select a first work item 308a, 312a, 316a, or 320a for servicing by a contact center resource; (b) determine whether the first work item is related to a second work item 308b, 312b, 316b, or 320b; and (c) when the first work item is related to the second work item, create, for servicing by the contact center resource, a first work item grouping comprising the first and second work items.
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