Server for providing enhanced services to contact center agents

摘要

Systems and methods for permitting a contact center to provide enhanced services to its agents are described. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data.

主权项

1. A method comprising:
intercepting, at a server computer, a first message having caller-provided data transmitting, from the server computer, a second message to a second telecommunications endpoint at a second address, the second message including the caller-provided data and being formatted to invoke an agent state application at the second telecommunications endpoint, the agent state application being designed to exchange data related to availability of an agent, and the agent being associated in a database with a first telecommunications endpoint at a first address; receiving, at the server computer from the second address, a third message that comprises an indication of an agent state of the agent; and transmitting, to a third address and in response to the receiving of the third message, a fourth message that comprises the indication, with the first address being represented in the fourth message as the originator of the fourth message.