公开(公告)号：WO2006127403A1

公开(公告)日：2006-11-30

申请号：PCT/US2006/019291

申请日：2006-05-18

Applicant: CISCO TECHNOLOGY, INC. ,  EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

Inventor： EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M2203/552

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract translation: 用于在联络中心处为呼叫者提供服务的系统和方法包括处理器子系统和包括可由处理器子系统执行的代码的一个或多个模块。 执行调用自动呼叫分配器（ACD）协作应用程序的代码，其向呼叫者提供列出呼叫者与之交互的每个代理的视觉或听觉呼叫会话历史。 ACD协作应用程序还向呼叫者提供请求返回到呼叫会话历史中列出的先前代理的选项。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。 37 CFR 1.72（b）。

公开(公告)号：EP1882357A1

公开(公告)日：2008-01-30

申请号：EP06770592.1

申请日：2006-05-18

Applicant: Cisco Technology, Inc.

Inventor： EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

IPC: H04M3/523

CPC classification number: H04M3/523 ,  H04M2203/552

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract translation: 用于在联络中心处服务呼叫者的系统和方法包括处理器子系统和包括可由处理器子系统执行的代码的一个或多个模块。 执行调用自动呼叫分配器（ACD）协作应用程序的代码，该协作应用程序为呼叫者提供一个视觉或听觉呼叫会话历史，列出呼叫者与之进行交互的每个代理。 ACD协作应用程序还向呼叫者提供请求返回到呼叫会话历史中列出的先前代理的选项。 要强调的是，提供这个摘要是为了符合要求摘要的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。

公开(公告)号：EP1882357B1

公开(公告)日：2019-05-01

申请号：EP06770592.1

申请日：2006-05-18

Applicant: Cisco Technology, Inc.

Inventor： EPPEL, Martin, R. ,  PATEL, Labhesh ,  TONG, Aaron

IPC: H04M3/523