| 摘要 |
<p>A contact handling apparatus operable, in respect of incoming contacts which are routed to respective agents selected from a cohort of two or more agents, to detect whether an incoming contact represents a second or subsequent contact by the same user within a predetermined time period, the contacts being of at least two contact types selected from a group of contact types (e.g. voice call, internet, email) comprising: a user identification detector operable to detect apparatus identification data associated with an apparatus from which each call is being made; and a comparator operable to compare the detected apparatus identification data with other instances of apparatus identification data or user identification data relating to a contact of a different contact type so as to detect whether a second or subsequent contact is made with the same identification data within the predetermined time period. The different sets of ID data (e.g. telephone number/ANI for voice call, IP address for an internet contact) for identifying the user or customer making a contact are associated with one another in a database 160.</p> |
