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METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER
METHOD AND APPARATUS FOR INTEGRATING AGENT STATUS BETWEEN A CUSTOMER RELATIONS MANAGEMENT SYSTEM AND A MULTIPLE CHANNEL COMMUNICATIONS CENTER
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机译:在客户关系管理系统和多通道通信中心之间集成代理状态的方法和装置
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摘要
A system (100) for integrating a contact center (110), an agent station (122, 123), and a customer relation management server (128a, 128b) for communication includes a network adapter node (114) having port connection to the contact center (110), the agent station (122, 123), and the customer relation management server (128a, 128b); and one or more dynamic states running on the network adapter mode (114) wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server (128a, 128b) is adapted to deliver data and or services or notification of availability thereof to the agent station (122, 123) based on the current state information for one or more events active or in queue for the agent station (122, 123).
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