公开(公告)号：US20050008140A1

公开(公告)日：2005-01-13

申请号：US10910734

申请日：2004-08-03

申请人： Srinivas Bala ,  Mark Foladare ,  Kathleen Fowler ,  Shelley Goldman ,  Shaoqing Wang ,  Roy Weber ,  Robert Westrich

发明人： Srinivas Bala ,  Mark Foladare ,  Kathleen Fowler ,  Shelley Goldman ,  Shaoqing Wang ,  Roy Weber ,  Robert Westrich

IPC分类号： H04L29/06 ,  H04M3/38 ,  H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  H04M7/12 ,  H04M3/00 ,  H04M1/64 ,  H04M5/00

CPC分类号： H04M7/006 ,  H04M3/382 ,  H04M3/5125 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M7/12 ,  H04M7/121 ,  H04M7/1235

摘要： Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRS. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled. Unusual contact requirements or emerging network conditions requiring supervisory input or increased monitoring by traffic or subject matter specialists is likewise triggered by analysis at a contact control server or by CSR click selection of messages to be sent to a virtual contact center requesting issuance of information such as web pages to cognizant personnel.

摘要翻译： 分页，蜂窝电话或其他消息功能被并入到虚拟联络中心系统中，以允许注销的客户服务代表（CSR）被警告登录系统的需要，并允许CSR警告主管或专家登录 到系统。 将现有条件的联系人控制服务器与预定标准进行匹配，例如在分配的时间内登录失败或指定的网络条件（例如客户队列的长度），触发一个或多个注销的CSRS的通信命令 。 在联系控制服务器上进行匹配的后续测试结果会导致页面请求被更新，重定向或取消。 异常联系要求或新兴网络条件需要监督输入或由流量或主题专家进行的监控增加同样是通过联络控制服务器的分析或CSR点击选择要发送到虚拟联络中心的消息来触发，请求发出信息，例如 网页识别人员。