| 摘要 |
A procedure for managing a caller's call to a call center (100) with the following steps: - Defining a call center (100) agent to receive the call as the responsible agent for an incident (222i) assigned to the call. - Creating a relationship (224i) between the responsible agent and the incident (222i). - Generating a token that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent. - Making the token available for the caller so the token can be activated when the caller resumes contact with the call center (100). - Connecting the caller with the responsible agent or a proxy if the token is activated when contact is resumed. A mechanism to manage a caller's call to a call center (100) that is designed and equipped to connect a call from at least one remote communication network (150, 160, 170) to multiple agent workstations (130), and is designed and equipped to execute the steps of the procedure. |
