Telephone call center management system which supports multi-use

Details Telephone call center management system which supports multi-use Telephone call center management system which supports multi-use

1996-04-18

1998-08-04

Matar, Ahmad F.

Telephonic communications

Centralized switching system

Call distribution to operator

379268, 379269, H04M 300

Patent

active

057906505

ABSTRACT:
A telephone call center management system capable of simultaneously operating at least two separate telephony applications. A first group of agents is assigned to service a first telephone application. A first telephony center supervisor is assigned to at least view the operation of at least the first telephone application and at least the first group of agents. A second group of agents is assigned to service a second telephone application, while a second telephony center supervisor is assigned to at least view the operation of the second telephone application and the second group of agents. A supervisor can not view or control the agents or resources of an application not assigned to that supervisor. Supervisors may be assigned different application access levels, which control how much supervision supervisors have over the agents in applications the supervisors may access.

REFERENCES:
patent: 5469504 (1995-11-01), Blaha
patent: 5500891 (1996-03-01), Harrington et al.
patent: 5535256 (1996-07-01), Maloney et al.

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