Automated agent availability detection
AssigneeAspect Software, Inc.
InventorsJames Mitchell, John Cambray
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Abstract
A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call center management system and a plurality of telephones associated with the agent workstations. The system may also have a switch that automatically connects calls to the telephones. An off-hook detector automatically detects a manually initiated off-hook status of at least one of the telephones and signals the switch that the agent at the telephones is unavailable. The switch may then avoid connecting a call to the unavailable agent.
Claims20
A system for automatically detecting status of an agent in a call center comprising:
- a call center management system;
- a plurality of agent workstations coupled to said call center management system;
- a plurality of telephones associated with said agent workstations;
- a switch for automatically connecting calls to said telephones;
- and
- an off-hook detector for automatically detecting a manually initiated off-hook status of at least one of said telephones and for signaling said switch that the agent at said at least one of said telephones is unavailable, wherein said switch will not automatically connect a call to the unavailable agent.
A method for automatically detecting status of an agent in a call center comprising the acts of:
- switching calls to a telephone of the agent in the call center;
- detecting a manually initiated off-hook status of at least the telephone and;
- signaling a switch that the agent at the telephone is unavailable and preventing switching calls to the telephone when a manually initiated off-hook status is detected.
A system for automatically detecting status of an agent in a contact center, said system comprising:
- at least one agent workstation coupled to said call center management system;
- at least one telephone associated with said agent workstation;
- a remote switch for automatically connecting calls to said at least one telephone;
- and
- means for automatically detecting manual initiation of a call by said at least one telephone and for changing a status of said agent to unavailable.
Dependencies are inferred from the claim text.