Browse Prior Art Database

A Method of Notification by Voice to the Agent of the Internet Call Center

IP.com Disclosure Number: IPCOM000123707D
Original Publication Date: 1999-Mar-01
Included in the Prior Art Database: 2005-Apr-05
Document File: 2 page(s) / 58K

Publishing Venue

IBM

Related People

Kusuda, R: AUTHOR [+3]

Abstract

A program is disclosed that notifies the arrival of the incoming call of e-mail, FAX, or Web to the agent of the Internet Call Center by voice, as the same way as the telephone call. For example, in case of the incoming call from Web, the agent is be aware of the voice message likes "This is the incoming call from Web. Please call back to the customer." over the head set. This is very convenient for the agent because the agent can always be aware of any kind of call by the same way and can know what to do next.

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A Method of Notification by Voice to the Agent of the

Internet

Call

Center

   A program is disclosed that notifies the arrival of the
incoming call of e-mail, FAX, or Web to the agent of the Internet
Call Center by voice, as the same way as the telephone call.  For
example, in case of the incoming call from Web, the agent is be aware
of the voice message likes "This is the incoming call from Web.
Please call back to the customer." over the head set.  This is very
convenient for the agent because the agent can always be aware of any
kind of call by the same way and can know what to do next.

   The following is the flow.
  1.  The customer depresses "Call Agent" button on Web page
      with the information such as what his/her interest is and
      what kind of communication he/she want to have.  For
      example, He/She has a question about ThinkPad [X] and
      wants the agent to call back [Y].  To set these
      information, he/she checks the item on the Web page.
  2.  The CTI (Computer Telephony Integration) application
      [A] which is associated with the "Call Agent" button
      makes a call to the CTI Server [C] to allocate the agent
      with the information [X].
  3.  The CTI Server [C] allocates the agent based on the
      information [X], for example.
  4.  The CTI application [A] monitors the event from CTI
      Server [C] that indicates the agent is selected,
      and when the event...