H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 3/527 (2006.01) H04L 12/24 (2006.01) H04L 29/06 (2006.01) H04M 3/51 (2006.01)
Patent
CA 2422522
A multi-media call center provides an interface tool for enabling non-technical personnel of a company running the call center to provision and configure the call center from available resources. The calls received by the call center are identified and their attributes useful in queuing the calls are determined. Based on the attributes, priority ratings are computed for the calls by applying a predetermined function to the attributes, and the calls are queued in accordance with their respective priority ratings. The weights to be given to the various priority attributes and the initial values of the customer-specific priority attributes are set through the interface tool during the provisioning and configuring process. The attributes are linked to the call center's live database, and the values of the customer- specific priority attributes are dynamically updated, so that events relevant to call. prioritization that occur after the initial configuration has been completed can affect call queuing.
L'invention concerne un centre d'appels multimédia constituant un outil d'interface pour permettre au personnel non technique d'une entreprise de faire fonctionner le centre d'appels pour dimensionner et configurer le centre d'appels à partir de ressources disponibles. Les appels reçus (770) par le centre d'appels sont identifiés et leurs attributs, qui sont nécessaires à la mise en file d'attente des appels, sont déterminés (780). Sur la base des attributs (785), des coefficients de priorité sont calculés pour les appels par application d'une fonction prédéterminée aux attributs (785), et les appels sont mis en file d'attente d'après leurs coefficients de priorité (790) respectifs. Les facteurs de pondération (720) devant être donnés aux divers attributs de priorité (780) et les valeurs initiales des attributs de priorité propres au client (710) sont réglés par l'intermédiaire de l'outil d'interface pendant le processus de dimensionnement et de configuration.
Borodow Eli Ben
Ezerzer Ran
Margulies Edwin Kenneth
Oracle International Corporation
Smart & Biggar
Telephony@work Inc.
LandOfFree
Call center administration manager with rules-based routing... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Call center administration manager with rules-based routing..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Call center administration manager with rules-based routing... will most certainly appreciate the feedback.
Profile ID: LFCA-PAI-O-1916489