发明名称 |
Managing caller profiles across multiple call hold centers |
摘要 |
A method, system, and program for managing a caller profile for multiple callers across multiple call hold centers are provided. Multiple call centers preferably subscribe to a remote caller profile server that manages caller profiles that are distributable to the multiple call centers. Each of the multiple call centers utilizes caller profiles to specify services to the callers related to the caller profiles when those callers are placed on hold within the caller centers. In addition, each of the call centers monitors the activity of callers while on hold and transfers the monitored activity information to the remote caller profile server to update the caller profiles.
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申请公布号 |
US6826276(B2) |
申请公布日期 |
2004.11.30 |
申请号 |
US20010005733 |
申请日期 |
2001.12.03 |
申请人 |
INTERNATIONAL BUSINESS MACHINES CORPORATION |
发明人 |
BROWN MICHAEL WAYNE;CHENG DAVID R.;LEUNG WING-YING STEPHANIE;OKUNSEINDE FOLU;PAOLINI MICHAEL A.;SHETH-VOSS SEEMA;WINTERS SCOTT LEE |
分类号 |
H04M3/428;H04M3/523;(IPC1-7):H04M5/00 |
主分类号 |
H04M3/428 |
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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