INTER-CHANNEL CONTEXT TRANSFER INTERMEDIARY

INTER-CHANNEL CONTEXT TRANSFER INTERMEDIARY

Techniques described herein relate to inter-channel transfer at an automated contact center, in order to transfer communication sessions from a first channel to a second channel. In addition to channel transfer operations, communication session context data can be transferred from the first channel...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: Gupta, Amit, Saraf, Ritesh
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:Techniques described herein relate to inter-channel transfer at an automated contact center, in order to transfer communication sessions from a first channel to a second channel. In addition to channel transfer operations, communication session context data can be transferred from the first channel to the second channel and a communication session summary can be generated and provided to second channel devices. Furthermore, a communication session can be loaded in a second channel queue based on the communication session via the first channel.