SYSTEM AND METHOD FOR ACCESS NUMBER DISTRIBUTION IN A CONTACT CENTER

摘要

Embodiments of the present invention are directed to a system and method for processing interaction requests from a customer. A computer system receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the mobile device. An access number is identified from a pool of access numbers based on the data, and the identified access number is reserved. The identified access number is transmitted to the end user device over the data channel. In response to the transmitting of the identified access number, a call is received from a telephony device to the access number. A voice media session is established with the telephony device in response to the call.

主权项

1. A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, a request for an interaction, the request including data from an application running on the mobile device; identifying, based on the data, an access number from a pool of access numbers and reserving the identified access number; transmitting the identified access number to the end user device over the data channel; receiving, in response to the transmitting of the identified access number, a call from a telephony device to the access number; and establishing a voice media session with the telephony device in response to the call.