发明授权
- 专利标题: Peer to peer contact center
- 专利标题(中): 对等联络中心
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申请号: US11563284申请日: 2006-11-27
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公开(公告)号: US08929533B2公开(公告)日: 2015-01-06
- 发明人: Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
- 申请人: Tony McCormack , Neil O'Connor , Arik Elberse , Patrick Hession
- 申请人地址: US TX Plano
- 专利权人: Rockstar Consortium US LP
- 当前专利权人: Rockstar Consortium US LP
- 当前专利权人地址: US TX Plano
- 代理机构: Barnes & Thornburg LLP
- 主分类号: H04M3/00
- IPC分类号: H04M3/00 ; H04M3/523 ; H04M7/00
摘要:
A peer to peer contact center is provided by individual user terminals registering with a server which acts as a proxy to receive contacts from callers to the contact center. The server redirects the calls to individual terminals according to simple rules without subjecting the calls to any contact center treatment. The individual terminal receiving a call subjects the call to a contact center treatment while holding the call, and then determines from among the registered terminals the most suitable terminal for handling the call. The call is then transferred to the selected terminal. In this way the complex infrastructure of traditional contact centers is dispensed with and each individual terminal acts as a mini contact centre in respect of the calls distributed to it in a dumb or semi-dumb fashion by the server.
公开/授权文献
- US20080123839A1 Peer to Peer Contact Center 公开/授权日:2008-05-29