| 摘要 |
To make full use of an existing call center infrastructure, it is proposed to connect an infrastructure of a multimedia terminal which is used to transmit a message to a remote desk center. This remote desk center makes or initiates, in the call center private branch exchange associated with the call center, a call from the circuit switched network. When this call is being put through, a video link between the multimedia terminal and the agent's workstation is established in parallel. In this way, the existing features of a call center, such as skill based routing, reporting, online monitoring, and the like can be put to further use.
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