公开(公告)号：US06934379B2

公开(公告)日：2005-08-23

申请号：US09988456

申请日：2001-11-20

申请人： Roland Falcon ,  Richard Cherry

发明人： Roland Falcon ,  Richard Cherry

IPC分类号： H04M3/36 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/00

CPC分类号： H04M3/523 ,  H04M3/36 ,  H04M3/42323 ,  H04M3/5125 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5237 ,  H04M2203/2072

摘要： A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps of receiving the call at a contact center; deriving an array of caller information; transmitting the array of information to a coordination center servicing one or more contact centers; identifying at least one remotely located agent trained to receive said call; directing the call to the agent; tracking the number of calls received by the agent for said contact center and providing payroll services for the contact center; maintaining records of each customer-initiated call and providing the records to the contact center; establishing simultaneous communication between the coordination center, the agent and the contact center; monitoring the communications in the call and providing access to the contact center; and the contact center rendering assistance to the agent.

摘要翻译： 一种用于将与联络中心放置的客户发起的呼叫分配给被训练成为一个或多个联络中心服务呼叫的一个或多个远程定位的代理的方法，包括以下步骤：在联络中心接收呼叫; 导出一组调用者信息; 将信息数据传送到为一个或多个联络中心提供服务的协调中心; 识别经训练以接收所述呼叫的至少一个远程定位的代理; 指示代理人的电话; 跟踪所述联络中心的代理接收到的呼叫的数量，并为联络中心提供工资单服务; 维护每个客户发起的呼叫记录，并向联络中心提供记录; 建立协调中心，代理和联络中心之间的同时通信; 监控呼叫中的通信并提供对联络中心的访问; 以及联络中心向代理人提供协助。