| 摘要 |
Processing a communication received at a communications center over a communications network includes determining whether a sender of the communication sent previous communications to a communications center based on identification information obtained from the communication. Communication is routed to an agent, from a first group of agents, when it is determined that the sender did not send previous communications to the communications center. The communication is processed by generating a report by the agent from the first group of agents. Communication is routed to an agent, from a second group of agents, when it is determined that the sender sent send previous communications to the communications center. The communication is re-processed by retrieving an existing report by the agent from the second group of agents. |
