METHOD AND SYSTEM FOR AUTOMATIC CALL DISTRIBUTION BASED ON LOCATION INFORMATION FOR CALL CENTER AGENTS
摘要
A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.
申请公布号
WO2005091822(A2)
申请公布日期
2005.10.06
申请号
WO2005US04851
申请日期
2005.02.14
申请人
CISCO TECHNOLOGY, INC.;SHAFFER, SHMUEL;KHOURI, JOSEPH, F.;CHAHROURI, GEBRAN, G.
发明人
SHAFFER, SHMUEL;KHOURI, JOSEPH, F.;CHAHROURI, GEBRAN, G.