Method and system for blending of reactive and active contacts

• US 20060239441A1
• Filed: 04/04/2005
• Published: 10/26/2006
• Est. Priority Date: 04/04/2005
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Contractor, Saeed, Yang, Denny, Mathur, Madhusudhana K.
• Application Number:
  US11/098,911
• Publication Number:
  US 20060239441A1
• Time in Patent Office: Days
• US Class Current: 379/265.110
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A system and method for blending reactive contacts and active contacts are disclosed. The exemplary method identifies a list of available agents to receive a reactive media contact from an automated contact distributor. The method receives the reactive contact by the automated contact distributor. The method determines a preferred agent from the list of available agents to receive the first reactive contact. The method indicates to the automated contact distributor that only the preferred agent is available to connect with the reactive contact

Claims

1. A method of blending reactive and active contacts, the method comprising:

identifying a list of available agents to receive a first reactive contact from a first automated contact distributor;

receiving the first reactive contact by the first automated contact distributor;

determining a preferred agent from the list of available agents to receive the first reactive contact; and

indicating to the first automated contact distributor that only the preferred agent is available to couple with the first reactive contact.

2. The method of claim 1, further comprising:

indicating to the first automated contact distributor that all other agents besides the preferred agents on the list of available agents are unavailable.

3. The method of claim 1, further comprising:

receiving an active contact;

identifying a list of available agents to receive the active contact,

determining the preferred agent from the list of available agents to receive the active contact; and

coupling the active contact to the preferred agent determined to retrieve the active contact.

4. The method of claim 1, wherein the reactive contact types include a telephone contact, an email contact, and a chat contact.

5. The method of claim 1, further comprising:

identifying a list of available agents to receive a second reactive contact from a second automated contact distributor;

receiving the second reactive contact by the second automated contact distributor;

determining a preferred agent from the list of available agents to receive the second reactive contact; and

indicating to the second automated contact distributor that only the preferred agent to receive the second reactive contact is available to couple with the second reactive contact.

6. The method of claim 5, further comprising:

storing the first reactive contact and second reactive contact in one or more queues;

prioritizing the first reactive contact and second reactive contact in said one or more queues according to a priority scheme;

releasing the first reactive contact from the one or more queues when the first automated contact distributor couples the first reactive contact with the preferred agent for the first reactive contact; and

releasing the second reactive contact from the one or more queues when the second automated contact distributor couples the second reactive contact with the preferred agent for the second reactive contact.

7. The method of claim 1, wherein the first automated contact distributor receives reactive contacts from communication networks including publicly-switched telephone networks, Internet Protocol (IP) networks, and internet telephony networks.

8. A system of blending reactive and active contacts, the system comprising:

a first automated contact distributor for receiving a first reactive media contact and

a multimedia contact management system for identifying a list of available agents to receive the first reactive media contact from the first automated contact distributor, determining a preferred agent from the list of available agents to receive the first reactive media contact, and indicating to the first automated contact distributor that all other agents besides the preferred agents on the list of available agents are unavailable.

9. The system of claim 8, wherein the multimedia contact management system also indicates to the first automated contact distributor that only the preferred agent is available to connect with the first reactive media contact.

10. The system of claim 8, wherein the multimedia contact management system also receives an active media contact, identifies a list of available agents to receive the active media contact, determines the preferred agent from the list of available agents to receive the active media contact, and connects the active media contact to the preferred agent determined to retrieve the active media contact.

11. The system of claim 8, wherein the reactive media contact types include a telephone contact, an email contact, and a chat contact.

12. The system, of claim 8, further comprising:

a second automated contact distributor for identifying a list of available agents to receive a second reactive media contact, receiving the second reactive media contact by the second automated contact distributor, determining a preferred agent from the list of available agents to receive the second reactive media contact, and indicating to the second automated contact distributor that all other agents besides the preferred agents for the second reactive media contact on the list of available agents are unavailable.

13. The system of claim 12, wherein the multimedia contact management system also stores the first reactive media contact and second reactive media contact in one or more queues, prioritizes the first reactive media contact and second reactive media contact in said one or more queues according to a priority scheme, releases the first reactive media contact from the one or more queues when the first automated contact distributor couples the first reactive media contact with the preferred agent for the first reactive media contact, and releases the second reactive media contact from the one or more queues when the second automated contact distributor couples the second reactive media contact with the preferred agent for the second reactive media contact.

14. The system of claim 8, wherein the first automated contact distributor receives reactive media contacts from communication networks including publicly-switched telephone networks, Internet Protocol (IP) networks, and internet telephony networks.

15. A system of blending reactive and active media in a contact center, the system comprising:

means for identifying a list of available agents to receive a first reactive media contact from a first means for contact distribution;

means for receiving the first reactive media contact by the first means for contact distribution;

means determining a preferred agent from the list of available agents to receive the first reactive media contact; and

means for indicating to the first means for contact distribution that all other agents besides the preferred agents on the list of available agents are unavailable.

16. The system of claim 15, wherein the means for indicating to the first means for contact distribution indicates that only the preferred agent is available to connect with the first reactive media contact.

17. The system of claim 15, wherein:

the means for receiving also receives an active media contact; and

the means for identifying also identifies a list of available agents to receive the active media contact;

the means for determining also determines the preferred agent from the list of available agents to receive the active media contact; and

the means for connecting also connects the active media contact to the preferred agent determined to retrieve the active media contact.

18. The system of claim 15, wherein the reactive media contact types include a telephone contact, an email contact, and a chat contact.

19. The system of claim 15, wherein:

the means for identifying also identifies a list of available agents to receive a second reactive media contact from a second means for contact distribution;

the means for receiving also receives the second reactive media contact by the second means for contact distribution;

the means for determining also determines a preferred agent from the list of available agents to receive the second reactive media contact; and

the means for indicating also indicates to the second means for contact distribution that all other agents besides the preferred agents for the second reactive media contact on the list of available agents are unavailable.

20. The system of claim 19, further comprising:

a means for storing the first reactive media contact and second reactive media contact in one or more queues;

a means for prioritizing the first reactive media contact and second reactive media contact in said one or more queues according to a priority scheme;

a means for releasing the first reactive media contact from the one or more queues when the first means for contact distribution couples the first reactive media contact with the preferred agent for the first reactive media contact; and

a means for releasing the second reactive media contact from the one or more queues when the second means for contact distribution couples the second reactive media contact with the preferred agent for the second reactive media contact.