Using business rules for determining presence

Details Using business rules for determining presence Using business rules for determining presence

H - Electricity

04

L

H04L 12/54 (2006.01) H04L 12/58 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2497421

The present invention provides various contact center embodiments for interacting with customers using instant messaging. In one embodiment, the contact center is configured to receive instant message notifications from a customer when the customer is available for contact by instant messaging. In another embodiment, the contact center is configured to route sessionless instant messages only to a selected agent for a specified period of time. In another embodiment, the contact center is configured to provide to customers presence information for administered instant message addresses before the customers contact the contact center. In another embodiment, the contact center is configured to perform an outbound instant messaging campaign or alert with customers.

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