SYSTEM AND METHOD FOR MANAGING MULTI-CHANNEL ENGAGEMENTS

SYSTEM AND METHOD FOR MANAGING MULTI-CHANNEL ENGAGEMENTS

A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first int...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Connolly, Christopher, Ramanujaiaha, Vasudev, Pirat, Vincent, Ristock, Herbert Willi Artur, Choel, Clement, Jacolot, Christian
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.