PRESENCE ENABLED CALL CENTER

摘要

Techniques described herein may use presence information to enhance the user experience when contacting entities such as call centers. In one implementation, a method may include receiving presence information relating to a state of a voice line. The presence information may include a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator. The method may also include providing, by the one or more devices and to a user device that includes the voice line in a contact list, the presence information for display as part of the contact list.

主权项

1. A method comprising:
receiving, by one or more devices that implement a presence server, presence information relating to a state of a voice line associated with a call center, the presence information including:
a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator; and providing, by the one or more devices and to a user device that displays information regarding the voice line in a contact list, the presence information for display as part of the contact list, the presence information being provided independently of the user device communicating with the call center.