Method and system for a scalable computer-telephony integration system
First Claim
1. A computer-implemented method for presenting a contact center directory in a computer-telephony integration system, the method executed by one or more processors programmed to perform the method, the method comprising:
- presenting, via one or more processors, a plurality of contact center service categories to a system administrator, each contact center service category corresponding to a particular type of contact center service in the computer-telephony integration system;
for each of the plurality of contact center service categories, presenting, via the one or more processors, one or more sets of contact information for communicating with call agents assigned to the contact center service category; and
presenting to the system administrator, via the one or more processors, one or more user controls for editing at least one of;
(i) the plurality of contact center service categories, or (ii) the one or more sets of contact information for communicating with the call agents assigned to the plurality of contact center service categories.
0 Assignments
0 Petitions
Accused Products
Abstract
Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.
41 Citations
14 Claims
-
1. A computer-implemented method for presenting a contact center directory in a computer-telephony integration system, the method executed by one or more processors programmed to perform the method, the method comprising:
-
presenting, via one or more processors, a plurality of contact center service categories to a system administrator, each contact center service category corresponding to a particular type of contact center service in the computer-telephony integration system; for each of the plurality of contact center service categories, presenting, via the one or more processors, one or more sets of contact information for communicating with call agents assigned to the contact center service category; and presenting to the system administrator, via the one or more processors, one or more user controls for editing at least one of;
(i) the plurality of contact center service categories, or (ii) the one or more sets of contact information for communicating with the call agents assigned to the plurality of contact center service categories. - View Dependent Claims (2, 3, 4, 5)
-
-
6. A client device for presenting a contact center directory in a computer-telephony integration system, the client device comprising:
-
one or more processors; a non-transitory computer-readable memory communicatively coupled to the one or more processors, and storing thereon instructions that, when executed by the one or more processors, cause the client device to; present a plurality of contact center service categories to a system administrator, each contact center service category corresponding to a particular type of contact center service in the computer-telephony integration system; for each of the plurality of contact center service categories, present one or more sets of contact information for communicating with call agents assigned to the contact center service category; and present to the system administrator one or more user controls for editing at least one of;
(i) the plurality of contact center service categories, or (ii) the one or more sets of contact information for communicating with the call agents assigned to the plurality of contact center service categories. - View Dependent Claims (7, 8, 9)
-
-
10. A non-transitory computer-readable memory storing thereon instructions that, when executed by one or more processors, cause the one or more processors to:
-
present a plurality of contact center service categories to a system administrator, each contact center service category corresponding to a particular type of contact center service in a computer-telephony integration system; for each of the plurality of contact center service categories, present one or more sets of contact information for communicating with call agents assigned to the contact center service category; and present to the system administrator one or more user controls for editing at least one of;
(i) the plurality of contact center service categories, or (ii) the one or more sets of contact information for communicating with the call agents assigned to the plurality of contact center service categories. - View Dependent Claims (11, 12, 13, 14)
-
Specification