EP 2253128 A1 20101124 - SHARING LICENSES IN A CALL CENTER WITH PER-SEAT LICENSING
Title (en)
SHARING LICENSES IN A CALL CENTER WITH PER-SEAT LICENSING
Title (de)
GEMEINSAME BENUTZUNG VON LIZENZEN IN EINEM CALLCENTER MIT PER-SITZ LIZENZIERUNG
Title (fr)
PARTAGE DE LICENCES DANS UN CENTRE D'APPEL AVEC CONCESSION DE LICENCE PAR SIÈGE
Publication
Application
Priority
- EP 2009051735 W 20090213
- GB 0802643 A 20080213
Abstract (en)
[origin: WO2009101190A1] The invention relates to the processing of telephone calls to and from a call centre. The invention introduces virtual user agents which are agents associated with virtual users and which are able to register with a call centre call distributing system in association with agent positions. The call distributing system will subsequently distribute calls to the available virtual user agents in the same manner as the distribution of calls to actual user agents is performed. Instead of having a set agent position associated with a particular user agent, the invention allows any registered agent position to be used in conjunction with any user agent so that a registered agent position may be associated with a virtual user agent. A virtual user agent acts on behalf of a real user agent which is located remote from the virtual user agent.
IPC 8 full level
H04M 3/51 (2006.01); H04L 29/06 (2006.01); H04M 7/00 (2006.01)
CPC (source: EP)
H04M 3/5125 (2013.01); H04M 7/006 (2013.01); H04L 65/1104 (2022.05); H04M 2203/6018 (2013.01)
Designated contracting state (EPC)
AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO SE SI SK TR
Designated extension state (EPC)
AL BA RS
DOCDB simple family (publication)
WO 2009101190 A1 20090820; EP 2253128 A1 20101124; GB 0802643 D0 20080319
DOCDB simple family (application)
EP 2009051735 W 20090213; EP 09710507 A 20090213; GB 0802643 A 20080213