Directing contacts between an end user and a contact center...

Details Directing contacts between an end user and a contact center... Directing contacts between an end user and a contact center...

2008-07-22

2008-07-22

Smith, Creighton H (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265090

Reexamination Certificate

active

10743971

ABSTRACT:
Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

REFERENCES:
patent: 2003/0016812 (2003-01-01), Rodenbusch et al.
patent: 2003/0232623 (2003-12-01), Balasuriya et al.
patent: 2005/0129211 (2005-06-01), Gallagher et al.

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