Help desk improvement

Details Help desk improvement Help desk improvement

H - Electricity

04

M

H04M 3/50 (2006.01) H04M 3/48 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04M 3/533 (2006.01)

Patent

CA 2119086

The present invention relates to a method of informing an agent of a follow-up call to the agent from a telephone subscriber comprised of on receiving the follow-up call from the telephone subscriber, detecting that the agent is busy, storing a callback number of the telephone subscriber, storing at least part of a message provided by the telephone subscriber in association with the callback number, determining the identity of a specific agent to which the call is to be directed, and routing the message and the callback number to the specific agent when the specific agent becomes free.

Méthode visant à informer un agent d'un appel de suivi provenant d'un abonné téléphonique. Elle comprend les étapes suivantes : recevoir l'appel de suivi de l'abonné téléphonique; vérifier si l'agent est occupé; enregistrer le numéro de rappel de l'abonné; enregistrer au moins une partie du message fourni par l'abonné en association avec le numéro de rappel; déterminer l'identité de l'agent précis à qui l'appel doit être dirigé; transmettre le message et le numéro de rappel à cet agent lorsqu'il se libère.

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