| 摘要 |
PROBLEM TO BE SOLVED: To provide a method for coordinating the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. SOLUTION: The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or "SIP") to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on the SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at an agent's telecommunications terminal at the same time the call arrives. COPYRIGHT: (C)2006,JPO&NCIPI
|
