CUSTOMER COMMUNICATION SERVICE SYSTEM

摘要

A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via a telephone network and a global data communications network. The system provides separate interface ports to the telephone network and global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system provides a novel algorithm for skill based matching of attributes of multiple media events to attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent availability to customers.