Procedure and Mechanism for Managing a Call to a Call Center
First Claim
1. A method for managing a call from a caller to a call center, comprisingdefining a call center agent to receive the call as a responsible agent for an incident assigned to the call;
- creating a relationship between the responsible agent and the incident;
generating a token that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent;
making the token available for the caller so the token can be activated when the caller resumes contact with the call center; and
connecting the caller with one of the responsible agent and a proxy if the token is activated when contact is resumed.
5 Assignments
0 Petitions
Accused Products
Abstract
In a method procedure for managing a caller'"'"'s call to a call center with a call center agent, an agent is defined to receive the call and identified as the responsible agent for an incident assigned to the call. A relationship is created between the responsible agent and the incident. Then a token is generated that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent. The token is made available for the caller so the token can be activated when the caller resumes contact with the call center. The token causes the caller to be connected to the responsible agent or a proxy if the token is activated when contact is resumed.
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Citations
14 Claims
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1. A method for managing a call from a caller to a call center, comprising
defining a call center agent to receive the call as a responsible agent for an incident assigned to the call; -
creating a relationship between the responsible agent and the incident; generating a token that allows the relationship to be addressed without containing any individual connection or personal data for the responsible agent; making the token available for the caller so the token can be activated when the caller resumes contact with the call center; and connecting the caller with one of the responsible agent and a proxy if the token is activated when contact is resumed. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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- 13. The method of claim wherein the token is invalidated after a selected waiting period.
Specification