Contact center network and method for establishing a communication session in a contact center network

A contact center network comprising a contact center unit which is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices,

• wherein each one of the plurality of IoT devices is equipped with at least one sensor device adapted to measure predetermined measurement data in that IoT device,
• wherein the contact center unit is connectable to the sensor devices, the contact center unit being adapted to receive an incident notification comprising incident information, if the measurement data of any one of the sensor devices matches a predetermined criterion indicating an incident, and
• wherein the contact center unit further comprises a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent;
• and
• wherein the contact center unit is connectable to the sensor devices via a middleware unit comprising IoT middleware, and the incident information is created and transmitted by the IoT middleware.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• and
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident;
• and
• establishing a communication session between the agent and the IoT device which has sent the incident notification and authorizing the agent to handle the contact.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident;
• and
• wherein the contact center unit is connected to the plurality of Internet of Things (IoT) devices via a middleware unit.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident;
• and
• transmitting the measurement data from at least one IoT device of the plurality of the IoT devices to the middleware unit.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident;
• and
• wherein the monitoring the measurement data received from the at least one IoT device is performed in the middleware unit.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident;
• and
• wherein the agent, on the basis of the incident information, remotely sends a command to an actuator device of the IoT device which has sent the incident notification so as to resolve the incident detected by the sensor device.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident;
• and
• comprising routing using a routing unit comprising a skill based routing mechanism, which is adapted to select the agent from a plurality of agents for handling the contact on the basis of his skills.

A method for establishing a communication session in a contact center network in which a contact center unit is connected via a communication network to a plurality of agents and to a plurality of Internet of Things (IoT) devices, wherein each one of the plurality of IoT devices is equipped with at least one sensor device for measuring predetermined measurement data, and at least one actuator device for controlling the IoT device remotely, the method comprising the steps of:

• monitoring measurement data received from at least one IoT device, and, if it determined that the measurement data does not meet a predetermined criterion, generating an incident notification;
• transmitting a contact to the contact center unit comprising the incident notification and incident information;
• selecting and authorizing, in the contact center unit, an agent from the plurality of agents for handling the contact based on the incident information comprised in the incident notification;
• routing the contact to the agent selected, wherein the agent selected for handling the contact uses a communication session generated for sending the contact to the contact center unit and to the agent to remotely send at least one command to the sensor device so as to send further measurement data related to the incident,
• wherein the measurement data relates to a parameter measured by a respective sensor device of the plurality of sensor devices, comprising analyzing the respective parameters with respect to the predetermined criterion, the predetermined criterion being a threshold value lying outside of a predetermined range preset for the respective parameters.