| 摘要 |
The present invention extends XML based presence documents to include contact center specific information. The XML presence document can conform to the Common Profiles for Instant Messaging (CPIM) and Presence (CPP) specification. The extended presence documents can permit contact center information to be conveyed across CPP compliant protocol boundaries without modification, with attendant benefits for security and performance. The contact center elements can include, but are not limited to, an agent status, an expertise, an agent level, a utilization rate, an average call time duration, and/or an average number of calls per day. The contact center extensions can be an important component for enabling a presence server to function as a skills based routing component of a standards based contact center, which unlike conventional contact centers can be formed from non-proprietary components that communicate using standard protocols.
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