Skills based routing method and system for call center
First Claim
1. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is a functionally integrated with the IVR server comprising the steps of:
- displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;
dragging script icons that are representative of ACD and IVR scripting actions from an action toolbar into the script display area; and
linking the script icons based on user input in the order which represents IVR and ACD scripting within the call center.
6 Assignments
0 Petitions
Accused Products
Abstract
A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.
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Citations
26 Claims
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1. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is a functionally integrated with the IVR server comprising the steps of:
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displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;
dragging script icons that are representative of ACD and IVR scripting actions from an action toolbar into the script display area; and
linking the script icons based on user input in the order which represents IVR and ACD scripting within the call center. - View Dependent Claims (2, 3, 4, 5)
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6. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server comprising the steps of:
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displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;
dragging script icons that are representative of ACD and IVR scripting actions from an action toolbar into the script display area; and
positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective actions of the script flow. - View Dependent Claims (7, 8, 9, 10, 11, 12)
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13. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server comprising the steps of:
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displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;
dragging script icons that are representative of ACD and IVR scripting actions from an action toolbar into the script display area, wherein the script icons are selected from a plurality of sets of script icons that are displayed within the command toolbar by user selecting an action tab representative of a selected set of script icons; and
positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective scripting actions of the script flow. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A graphical user interface contained on a computer screen of a call center computer and used for configuring the scripting of a call center that includes an interactive voice response (IVR) server and an automatic call distributor (ACD) server that is functionally integrated with the IVR server comprising:
a script editor window having a script display window, and an action toolbar containing script icons that represent respective ACD and IVR scripting actions, wherein said script icons are dragged from the action toolbar into the script display window and linked together to represent IVR and ACD script flow within the call center. - View Dependent Claims (24, 25, 26)
Specification