Method and arrangement for connecting a multimedia terminal to a call center
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United States of America Patent
Stats
-
N/A
Issued Date -
Oct 5, 2006
app pub date -
Dec 12, 2005
filing date -
Mar 31, 2005
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
To make full use of an existing call center infrastructure, it is proposed to connect an infrastructure of a multimedia terminal which is used to transmit a message to a remote desk center. This remote desk center makes or initiates, in the call center private branch exchange associated with the call center, a call from the circuit switched network. When this call is being put through, a video link between the multimedia terminal and the agent's workstation is established in parallel. In this way, the existing features of a call center, such as skill based routing, reporting, online monitoring, and the like can be put to further use.
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