Method and system for automatic contact distribution...

Details Method and system for automatic contact distribution... Method and system for automatic contact distribution...

G - Physics

06

F

G06F 17/00 (2006.01) H04L 12/28 (2006.01) H04M 3/54 (2006.01)

Patent

CA 2519549

A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.

Un procédé de répartition automatique de contacts consiste à recevoir un contact de connexion avec un agent et à répartir le contact vers un premier agent. Le procédé consiste à transférer automatiquement le premier agent d'un état prêt à un second état, si le premier agent ne répond pas au contact, et à détecter la présence du premier agent au niveau d'un dispositif associé au premier agent, lorsque le premier agent se trouve dans le second état. Le procédé peut consister à transférer le premier agent du second état à l'état prêt, après détection de la présence du premier agent au niveau d'un dispositif associé audit premier agent. Le second état peut comprendre un état non prêt déclenché par système (SINR).

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