| 摘要 |
In a system for providing search results augmented with contact information, a user submits a search engine query with regard to a provider (eg a business listed on the Internet). In response to the query, the search engine 410 obtains the provider details (eg the business name) and sends these details to a queue manager 402 which periodically receives and stores details of queue waiting times, agent availability etc for call agents of the providers contact or call centres. The queue manager returns details of wait time, availability etc for the business to the search engine, which subsequently relays these details to the user in conjunction with the business details which it obtained. The returned results may provide the user with the option to leave his details for callback by one of the call centres. The system may include a callback cloud 403 comprised of a group of remote, cloud based contacts who may also provide callback services. These contacts may be remote community members and calls may be fed to them via a resource manager (120, fig.12). The queue manager may be used to obtain contact details such as call centre telephone numbers as well as wait times. |
