| 摘要 |
A computer-telephony system, comprising: at least one processor; data storage coupled to the processor; an integrated voice response (IVR) component, at least partially executed by the processor, and configured to receive calls from multiple callers including a voice call from a mobile device associated with a user, wherein the voice call is associated with a question or request of the user; a call intercept component, at least partially executed by the processor, and configured: to access data in the data storage, wherein the data is selected to assist in providing a response to the users question or request, and to provide the data over a data connection to the users mobile device; and a queue management component, at least partially executed by the processor, and configured to provide information to the users mobile device regarding status with respect to a queue of voice calls received by the IVR component. Embodiments of the invention include a computer-readable storage device for: routing a caller at a call centre; causing a call centre to route an incoming voice call to a call centre agent or group of agents; determining the context of a caller and a method for scheduling a call to a call centre at a mobile telecommunication device. |
