发明名称 |
ENHANCED CONTACT CENTER ARCHITECTURE TO SUPPORT AGENT RESOURCE OPTIMIZATION |
摘要 |
Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.
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申请公布号 |
US2011116617(A1) |
申请公布日期 |
2011.05.19 |
申请号 |
US20090619257 |
申请日期 |
2009.11.16 |
申请人 |
AT&T INTELLECTUAL PROPERTY I, L.P. |
发明人 |
FAN JAMES;LAM JENNIFER K.;SHARMA DEVA-DATTA;TOWELL ERIC |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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