公开(公告)号：US20160088157A1

公开(公告)日：2016-03-24

申请号：US14964166

申请日：2015-12-09

Applicant: ACCENTURE GLOBAL SERVICES LIMITED

Inventor： Terry L. WALLS ,  Anuj BHALLA ,  Robert Wayne HONTS

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2203/2088 ,  H04M2203/408 ,  H04M2203/551

Abstract: According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.

公开(公告)号：US20150078547A1

公开(公告)日：2015-03-19

申请号：US14486506

申请日：2014-09-15

Applicant: ACCENTURE GLOBAL SERVICES LIMITED

Inventor： Terry L. WALLS ,  Anuj Bhalla ,  Robert Wayne Honts

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2203/2088 ,  H04M2203/408 ,  H04M2203/551

Abstract: According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.

Abstract translation: 根据示例，可以通过确定从客户终端到联络中心的当前连接是重复连接还是第一连接，可以在联络中心中路由连接。 响应于确定连接是重复连接，当起始代理被验证为采用，登录和可用时，重复连接被路由到始发代理终端。 响应于确定连接是第一连接，第一连接被路由到最佳可用代理终端。