Managing a dynamic call flow during automated call processing

Details Managing a dynamic call flow during automated call processing Managing a dynamic call flow during automated call processing

H - Electricity

04

M

H04M 3/51 (2006.01)

Patent

CA 2660960

A system and method for managing a dynamic call flow during automated call processing (40) is provided. Calls from a plurality of callers (36) into a call center (30) are accommodated through monitored (71) call sessions (40). A call flow for each call session (40) is managed. Caller characteristics (81) of the caller (36) and physical conditions (81) in relation to the call are evaluated (72). Those caller characteristics (81) and physical conditions (81), which are respectively unique among the callers (36) and the calls, are identified (73). The call flow of each call session (40) is dynamically adjusted (73) by modifying parameters (108) for one or more of the caller characteristics (81) and physical conditions (81). The caller characteristics (81), physical conditions (81), and parameters (108) are stored in a database (105).

L'invention concerne un système et un procédé de gestion de flux d'appels dynamique pendant un traitement (40) d'appels automatisés. Des appels en provenance d'une pluralité d'appelants (36) dans un centre d'appels (30) sont accueillis par des sessions d'appel (40) surveillées (71). Un flux d'appels pour chaque session d'appel (40) est géré. Des caractéristiques d'appelant (81) de l'appelant (36) et des conditions physiques (80) en relation avec l'appel sont évaluées (72). Ces caractéristiques d'appelant (80) et ces conditions physiques (80) qui sont respectivement uniques parmi les appelants (36) et les appels, sont identifiés (73). Le flux d'appels de chaque session d'appel (40) est dynamiquement réglé (73) par la modification de paramètres (108) pour une plusieurs caractéristiques d'appelant (80) et des conditions physiques (80). Les caractéristiques d'appelant (80), les conditions physiques (81) et des paramètres (108) sont stockés dans une base de données (105).

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