GRID-BASED CONTACT CENTER
First Claim
Patent Images
1. A communication method, comprising:
- receiving a contact in a contact center;
identifying a task to be performed in connection with servicing the contact;
transferring the contact to a conference associated with the identified task; and
assigning the contact to a first node from a plurality of nodes subscribing to the conference associated with the identified task.
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Accused Products
Abstract
A grid-based contact center and method of managing tasks within such a contact center is provided. Nodes within the contact center are adapted to perform multiple tasks associated with the contact center, including the management of task assignment within the contact center. Accordingly, a truly distributed contact center is provided whereby the building blocks of the contact center include the use of nodes with a conference call SRTP based Operations, Administration, and Management system.
221 Citations
22 Claims
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1. A communication method, comprising:
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receiving a contact in a contact center; identifying a task to be performed in connection with servicing the contact; transferring the contact to a conference associated with the identified task; and assigning the contact to a first node from a plurality of nodes subscribing to the conference associated with the identified task. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A communication device, comprising:
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a user interface adapted to provide information to a contact center agent and receive inputs from the contact center agent; a network interface; and a set of attributes including a processing resource and a memory resource, wherein the set of attributes are used to support activity of the contact center agent while simultaneously performing a contact center task not associated with supporting activity of the contact center agent. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. A contact center, comprising:
a plurality of nodes interconnected with one another via a plurality of conference mechanisms, the conference mechanisms being associated with different contact center tasks, wherein a first of the plurality of nodes performs agent-based tasks and at least one contact center task. - View Dependent Claims (17, 18, 19, 20, 21, 22)
Specification