发明名称 |
METHODS TO ROUTE, TO ADDRESS AND TO RECEIVE A COMMUNICATION IN A CONTACT CENTER, CALLER ENDPOINT, COMMUNICATION SERVER, DOCUMENT SERVER FOR THESE METHODS |
摘要 |
<p>Click-to-dial function whereby the URL sent to the contact center is appended with additional information used within the contact center (ACD) for routing. Function is known under the terms such as: extended URL, URL Encoding, Percent-encoding and the query string (part of a URL that contains data to be passed to web applications such as CGI programs). The method to route a communication from a caller to a specific endpoint in a contact center comprises the routing (124) of the communication from an entry point of the contact center routing parameter contained in a hypertext link selected by a caller on his endpoint, this contact center routing parameter being irrelevant for routing the communication over Internet. Relates to use of RFC 3986 in call center environment.</p> |
申请公布号 |
WO2009156245(A1) |
申请公布日期 |
2009.12.30 |
申请号 |
WO2009EP56699 |
申请日期 |
2009.06.01 |
申请人 |
ALCATEL LUCENT;CABASSE, GILBERT;THOMAS, FREDERIC |
发明人 |
CABASSE, GILBERT;THOMAS, FREDERIC |
分类号 |
H04M7/00;H04M3/51 |
主分类号 |
H04M7/00 |
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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