Method And Means For Controlling The Availability Of Mobile Agents In A Call Centre Environment
3 Assignments
0 Petitions
Accused Products
Abstract
Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application featuring an agent profile and call processing rules that are updated from the call center. The mobile agent uses the mobile station for work by turning on a “work profile”, and the client application registers the mobile agent to the call center. With the work profile on, the client application will block personal calls, or any other calls originating elsewhere than the call center. Significant advantages are accrued as the companies running the call centers will gain greater control of their mobile agent workforce and can prioritize tasks better within the organization, without having to construct complex solutions that consult different network elements within the cellular radio network.
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Citations
80 Claims
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1-42. -42. (canceled)
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43. A method for controlling the availability of a mobile agent (440, 441), comprising at least one mobile station (420, 421, 422, 60b), at least one client application (430, 431, 432) installed on a mobile station and at least one call centre server (400, 401, 500), characterised in that,
the client application and the call centre server communicate data wirelessly or through a wireline connection, the client application (430, 431, 432) controls the availability of at least one mobile agent (440, 441) to receive calls (102) with the mobile station. the client application (430, 431, 432) contains a rule or a set of at least one rule for processing incoming and outgoing calls to and from the mobile station (420, 421, 422, 600) (140),
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55. An arrangement for controlling the availability of a mobile agent (440, 441), comprising at least one mobile station (420, 421, 422, 600), at least one client application (430, 431, 432) installed or arranged to be installed on at least one mobile station, at least one call centre server (400, 401, 500), characterised in that,
the client application and the call centre server are arranged to communicate data wirelessly or through a wireline connection, the client application (430, 431, 432) is arranged to control the availability of at least one mobile agent (440, 441) to receive calls with the mobile station. the client application (430, 431, 432) is arranged to contain a rule or a set of at least one rule for processing incoming and outgoing calls to and from the mobile station (420, 421, 422, 600)
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67. A software program product comprising a software program stored on a computer readable memory unit for controlling the availability of a mobile agent (440, 441), comprising at least one client application (430, 431, 432, 700) arranged to be installed on a mobile station (420, 421, 422, 600), the client application being arranged to wirelessly communicate data with at least one call centre server software (810), characterised in that,
the client application (430, 431, 432, 700) is arranged to control the availability of the mobile agent (440, 441) to receive calls with the mobile station from at least one call centre. the client application (430, 431, 432, 700) contains a rule or a set of at least one rule for processing incoming and outgoing calls to and from the mobile station (420, 421, 422, 600).
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77. A software program product comprising a software program stored on a computer readable memory unit for controlling the availability of a mobile agent (440, 441), comprising at least one call centre server software (810) arranged to wirelessly communicate data with at least one client application (430, 431, 432, 700) installed on a mobile station (420, 421, 422, 600), characterised in that,
the call centre server software (810) is arranged to control the availability of at least one mobile agent to receive calls with the mobile station by controlling the client application (430, 431, 432, 700) on the mobile station of the said mobile agent (440, 441). the call centre server software (810) is arranged to manage rules for processing incoming and outgoing calls stored in a client application (430, 431, 432, 700) by communicating wirelessly with the mobile station (420, 421, 422, 600) and the said client application.
Specification