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Using information about software events to route contacts in a contact center

  • US 7,212,624 B2
  • Filed: 09/24/2002
  • Issued: 05/01/2007
  • Est. Priority Date: 09/24/2002
  • Status: Expired due to Term
First Claim
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1. In a contact center comprising a plurality of skillsets each with an associated queue, a method of automatically routing an incoming contact to one of the queues, said method comprising the steps of:

  • (i) receiving the incoming contact, said contact being associated with a software application and comprising information about an event that has occurred during execution of that software application;

    (ii) routing the incoming contact to one of the queues on the basis of the information about the events;

    wherein the information about the event comprises at least one of a software error code and a software module identifier.

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