Using information about software events to route contacts in a contact center
AssigneeNortal Networks Limited
InventorsNeil O'Connor, Thomas Moran
Life of this patent
Estimating the term…
Abstract
As mentioned above there is a need to provide software support in a simple and effective manner over long periods of time. At the same time there is a need to allow contact centers to route calls appropriately when those calls relate to complex software support queries. This needs to be achieved without requiring complex call routing methods and apparatus at the contact center. The present invention addresses these problems by using software error codes or the like to route calls in a contact center.
Claims20
In a contact center comprising a plurality of skillsets each with an associated queue, a method of automatically routing an incoming contact to one of the queues, said method comprising the steps of:
- (i) receiving the incoming contact, said contact being associated with a software application and comprising information about an event that has occurred during execution of that software application;
- (ii) routing the incoming contact to one of the queues on the basis of the information about the event.
A contact center comprising:
- (i) a plurality of skillsets each with an associated queue;
- (ii) an input arranged to receive an incoming automatic contact, said contact being associated with a software application and comprising information about an event that has occurred during execution of that software application;
- (iii) a routing engine arranged to route the incoming contact to one of the queues on the basis of the information about the event.
A method of automatically sending a contact request to a contact center said method comprising the steps of:
- (i) obtaining information about an event that has occurred during execution of a software application;
- (ii) forming a contact request comprising said obtained information about the event;
- and
- (iii) sending said contact request to a pre-specified contact center.
An alarm routing engine arranged to automatically send a contact request to a contact centers said alarm routing engine comprising;
- (i) an input arranged to obtain information about an event that has occurred during execution of a software application;
- (ii) a processor arranged to form a contact request comprising said obtained information about the event;
- and
- (iii) an output arranged to send the contact request to the contact center.
Dependencies are inferred from the claim text.