Contact center system capable of handling multiple media types of contacts and method for using the same
DCFirst Claim
1. A system for receiving and distributing contacts of different media types to a plurality of workstations, comprising:
- a queuing component, adapted to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routing to said workstations; and
a routing component, adapted to route the queued contacts to said workstations based on designated criteria.
1 Assignment
Litigations
1 Petition
Accused Products
Abstract
A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone calls, e-mails, facsimiles, web chat, voice over internet protocol, and so on, and maintaining the different media types contacts in a common queue while awaiting routing to the agent workstations. The system further comprises a routing component which routes the queued contacts to the agents based on criteria of the contacts, criteria of the agents, or both. A media changing component of the system is capable of changing a media-type of any of the media-type contacts to generate a changed media-type contact, while the queuing component is capable of entering the changed media-type contact in the common queue, and the routing component is capable of routting the queued changed media-type contact to at least one of the workstations. A contact handling component initiates an event at any of the workstations in response to the contact being routed to the workstation, so that an agent at the workstation can handle the contact as appropriate.
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Citations
21 Claims
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1. A system for receiving and distributing contacts of different media types to a plurality of workstations, comprising:
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a queuing component, adapted to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routing to said workstations; and a routing component, adapted to route the queued contacts to said workstations based on designated criteria. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for receiving and distributing contacts of different media types to a plurality of workstations, comprising:
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a queuing component, adapted to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routing to said workstations; a routing component, adapted to route the queued contacts to said workstations based on designated criteria; and a media changing component, adapted to change a media-type of any of said media-type contacts to generate a changed media-type contact; wherein said queuing component is adapted to enter said changed media-type contact in said common queue; and wherein said routing component is adapted to route said queued changed media-type contact to at least one of said workstations.
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8. A method for receiving and distributing contacts of different media types to a plurality of workstations, comprising the steps of:
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maintaining said different media-type contacts in a common queue while said contacts are awaiting routing to said workstations; and routing the queued contacts to the workstations based on designated criteria. - View Dependent Claims (9, 10, 11, 12, 13)
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14. A method for receiving and distributing contacts of different media types to a plurality of workstations, comprising the steps of:
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maintaining said different media-type contacts in a common queue while said contacts are awaiting routing to said workstations; routing the queued contacts to the workstations based on designated criteria; changing a media-type of any of said media-type contacts to generate a changed media-type contact; entering said changed media-type contact in said common queue; and routing said queued changed media-type contact to at least one of said workstations.
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15. A computer readable medium of instructions for controlling a contact center to receive and distribute contacts of different media types to a plurality of workstations, comprising:
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a first set of data, adapted to control said contact center to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routing to said workstations; and a second set of data, adapted to control said contact center to route the queued contacts to said workstations based on designated criteria. - View Dependent Claims (16, 17, 18, 19, 20)
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21. A computer readable medium of instructions for controlling a contact center to receive and distribute contacts of different media types to a plurality of workstations, comprising:
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a first set of data, adapted to control said contact center to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routine to said workstations; a second set of data, adapted to control said contact center to route the queued contacts to said workstations based on designated criteria; a third set of instructions, adapted to control said call center to change a media-type of any of said media-type contacts to generate a changed media-type contact; a fourth set of instructions, adapted to control said contact center to enter said changed media-type contact in said common queue; and a fifth set of instruction, adapted to control said contact center to route said queued changed media-type contact to at least one of said workstations.
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Specification