| 摘要 |
A VoIP relay integration management system including a service management application and a VoIP phone server that monitor and gather client interaction data between a client and a field agent. The system accepts a selection of service phone method, from a plurality of selection methods, for the field agent to use to call the client, and enables or disables the selection per the field agent. The system accepts, stores and schedules a task to be dispatched to the field agent, and calculates and displays a response time that includes a time from when the task is dispatched to the field agent to when the field agent generates a call. The system calculates and displays an average response time of all calls generated by the field agent, based on one or more of the field agent, an area of the task, a date of the task and a type of task. |
| 主权项 |
1. A voice over Internet Protocol (VoIP) relay integration management system comprising:
a service management application configured to be executed on a computer, wherein said service management application comprises an application database, a field management setup screen, a task management screen and a call reporting screen;
wherein said service management application is accessible by at least one authorized account user, and,wherein said service management application monitors and gathers data of at least one client;
wherein said data comprises client interaction data between said at least one client and at least one field agent; and, a VoIP phone server comprising a phone service database;
wherein said VoIP phone server communicates with said service management application via a network, and,wherein said phone service database comprises a plurality of service phone numbers; wherein, via said field management setup screen, said service management application accepts credentials from said at least one authorized account user;
validates said credentials to authenticate ownership;accepts a selection of a method for service phones from said at least one authorized account user from a plurality of selection methods, wherein said plurality of selection methods comprise
a first selection method comprising selecting a single phone number with a temporary extension number from said plurality of service phone numbers,a second selection method comprising selecting multiple phone numbers from said plurality of service phone numbers, anda third selection method comprising selecting at least one phone number assigned with a caller identification from said plurality of service phone numbers;
wherein said single phone number, said multiple phone numbers and said at least one number assigned with a caller identification are assigned to and used by said at least one field agent to call said at least one client; and,enables or disables said selection per said at least one field agent; and, wherein, via said task management screen, said service management application
accepts, stores and schedules at least one task configured to be dispatched to said at least one field agent, wherein said at least one task comprises a job identification, a project, a name, an address and a contact phone number associated with said at least one client. |
