Local preservation of an agent message

摘要

An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.

主权项

1. A method comprising:
receiving a recorded agent message, wherein the recorded agent message was recorded by an agent; storing the recorded agent message; detecting that the agent is actively using one of a first agent communication device or a second agent communication device; in response to detecting that the agent is actively using the one of the first or the second agent communication devices, sending the recorded agent message to the detected one of the first or second agent communication devices and saving the recorded message in the detected one of the first or second agent communication devices; and playing the saved recorded agent message to a customer when the customer is connected to the detected one of the first or second agent devices.