发明名称 |
INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER |
摘要 |
The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
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申请公布号 |
US2010296646(A1) |
申请公布日期 |
2010.11.25 |
申请号 |
US20100776013 |
申请日期 |
2010.05.07 |
申请人 |
AVAYA INC. |
发明人 |
HEMM THOMAS L.;KOHLER JOYLEE E.;THOMSON RODNEY A. |
分类号 |
H04M3/00;G06Q30/00;H04L12/56;H04W40/00 |
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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