公开(公告)号：EP2238740A4

公开(公告)日：2012-10-03

申请号：EP08867071

申请日：2008-12-23

Applicant: GENESYS TELECOMM LAB INC

Inventor： KIKINIS DAN ,  MAKAGON PETR ,  RISTOCK HERBERT WILLI ARTUR

IPC: H04M3/51

CPC classification number: H04M3/5125 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q10/063112 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233

Abstract: A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.

Abstract translation: 一个或多个工作人员组织和激活一个服务于联络中心业务的系统包括一个或多个组可以接受组织注册数据，发布联络中心业务和使组织能够订阅接收业务的接口; 用于存储订阅组的注册数据的数据存储库; 以及用于指定用于事件路由到组的路由策略的路由服务器。 该系统的特征在于，可以在联络中心业务活动期间激活一个或多个工作组，以根据需要执行服务。