Skills based routing method and system for call center

Details Skills based routing method and system for call center Skills based routing method and system for call center

2008-01-22

2008-01-22

Pope, Daryl C (Department: 2612)

Communications: electrical

Condition responsive indicating system

With particular system function

C340S003100, C379S219000, C379S223000

Reexamination Certificate

active

07321298

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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U.S. Appl. No. 09/513,784, filed Feb. 25, 2000, Co-pending Application.
U.S. Appl. No. 11/172,602, filed Jun. 30, 2005, Co-pending Application.

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