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    Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
    3.
    发明专利
    Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center 未知

    公开(公告)号：AU7884900A

    公开(公告)日：2001-04-24

    申请号：AU7884900

    申请日：2000-08-22

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： BONDARENKO OLEG ,  SHTIVELMAN YURI

    IPC: H04M3/51 ,  H04M3/523 ,  H04M7/00

    Abstract: An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a cal back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.

    Home agent call center system and method
    5.
    发明专利
    Home agent call center system and method 未知

    公开(公告)号：AU9228098A

    公开(公告)日：1999-04-23

    申请号：AU9228098

    申请日：1998-09-09

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

    Inventor： BONDARENKO OLEG ,  ISSAYEV VALERIY ,  SHTIVELMAN YURI ,  KIKINIS DAN

    IPC: H04L29/06 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/54 ,  H04M7/00 ,  H04Q3/00 ,  H04Q3/64 ,  H04Q3/72

    Abstract: A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.

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