首页>
外国专利>
Contact center with SIP Microsoft RTC Messenger type clients for callers and/or agents
Contact center with SIP Microsoft RTC Messenger type clients for callers and/or agents
展开▼
机译:具有呼叫者和/或代理的SIP Microsoft RTC Messenger类型客户端的联系中心
展开▼
页面导航
摘要
著录项
相似文献
摘要
Method and system of resource provisioning between a call center having a real-time communication (RTC) server that processes user instant text messages and voice transmissions. The RTC server determines a suitable routing destination for the voice call based on analysis of one or more instant text message exchanges. In some cases, the RTC server may supply documents, instant messages containing HTML links and multimedia audio and video in order to seek to satisfy the caller without routing the voice call to a human agent. The RTC server also provides Session-on-Hold, IM Help, Multichannel Interaction, and Call Center Buddy capabilities.
展开▼