公开(公告)号：WO2015181777A1

公开(公告)日：2015-12-03

申请号：PCT/IB2015/054037

申请日：2015-05-28

Applicant: CAFEX COMMUNICATIONS, LTD.

Inventor： GLASS, Kevin J. ,  O'CONNOR, Dale ,  SMITH, Gareth ,  WILLIAMS, Craig

IPC: H04M3/51 ,  H04M7/00

CPC classification number: H04M3/5232 ,  H04L67/22 ,  H04M3/5141 ,  H04M7/0039 ,  H04M7/0042 ,  H04M2203/2038

Abstract: A multi-channel communication system may include a plurality of agent electronic devices associated with a customer center, and a context electronic device including a processor and a session database. The context electronic device may be communication with each of the plurality of agent electronic devices such that each of the plurality of agent electronic devices is able to access information stored in the session database. The system may include a proxy in communication with one or more user electronic devices and the context electronic device, where the proxy may be configured to route a communication from the user electronic devices to a designated agent electronic device from the plurality of agent electronic devices that is associated with a communication channel, where the communication occurs via the communication channel, and the context electronic device. The context electronic device may be configured to store received context information associated with the communication in the session database.

Abstract translation: 多通道通信系统可以包括与客户中心相关联的多个代理电子设备，以及包括处理器和会话数据库的上下文电子设备。 上下文电子设备可以与多个代理电子设备中的每一个进行通信，使得多个代理电子设备中的每一个能够访问存储在会话数据库中的信息。 该系统可以包括与一个或多个用户电子设备和上下文电子设备通信的代理，其中代理可以被配置为从多个代理电子设备将来自用户电子设备的通信路由到指定的代理电子设备， 与通信信道相关联，其中通信通过通信信道进行通信，以及上下文电子设备。 上下文电子设备可以被配置为将与通信相关联的接收的上下文信息存储在会话数据库中。