| 摘要 |
A call center (10) handles incoming calls in a call center (10) initially through an IVR unit (18) with receives preprogrammed instructions and other call data from a Service Execution Node (20) servicing the call center (10). Selectable human operator participation in a call is provided and an OT (26a..n) receives a call-specific web page (40) including pre-existing customer data (34) and call-progression data (36) to assist in handling of the call. The web-page (40) can include user interface elements that assist the human operator in controlling and servicing the call or updating/accessing a database containing the call data (34) and call-progression data (36). The IVR unit (18) acts as a proxy between the SEN (20) and the OPM (24) so that certain functions of the IVR unit (18) and the human operator are integrated. |
