| 摘要 |
<p>A method comprising: receiving a first message from a first device requesting telephonic communication (e.g. a call-back) with a second device (e.g. in call centre), the first message including data associated with a user of the first device; determining one or more contexts from the data of the received first message; and controlling provision of the determined one or more contexts to a user of the second device (e.g. the agent), e.g. providing an acoustic signal from a loudspeaker or providing the one or more context on a display. Aspects of the invention include: the first message is received via a direct messaging service (e.g. SMS, MMS, a web page having public and/or private messaging facility); updating a queue to include the first device using the received first message, the queue indicating the order for initiating telephonic communication with devices. Embodiments include receiving a first message from a first device requesting telephonic communication with a second device, the first message being received via a direct messaging service; and controlling connection of the second device to the first device via a telephonic link using the first message received from the first device.</p> |
