A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Premises enabled mobile kiosk, using customers mobile communication device

A grid-based contact center and method of managing tasks within such a contact center is provided. Nodes within the contact center are adapted to perform multiple tasks associated with the contact center, including the management of task assignment within the contact center. Accordingly, a truly distributed contact center is provided whereby the building blocks of the contact center include the use of nodes with a conference call SRTP based Operations, Administration, and Management system.

Grid-based contact center

The present invention is directed to a contact center, comprising: (a) a plurality of media servers 112a-n, each of the media servers being associated with a plurality of corresponding agent communication devices 120a-i positioned in a respective agent domain 100a-n; (b) a plurality of gateways 128a-n, each of which is currently controlled by a corresponding one of the plurality of media servers 112a-n and positioned in a contactor domain 104; and (c) a packet-switched Wide Area Network (WAN) 108 connecting the plurality of media servers 128a-n and the plurality of gateways 112a-n. A first gateway 128a is operable to physically park an incoming customer contact in the customer domain 104 until the occurrence of a call transfer event and, upon the occurrence of a call transfer event, to transfer the parked customer contact from the first gateway 128a to at least one of (i) a second media gateway 128b for processing by the second media gateway's corresponding second controlling media server 112b and (ii) a first media server 112a controlling the first gateway 128a.

Method and apparatus for global call queue in a global call center

The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.

Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.

Method and apparatus for assessing the status of work waiting for service

A ringtrip judging circuit includes a single comparator for comparing a detection value of a ringing current with a threshold value and for outputting the result of the comparison, a threshold value control circuit for supplying the threshold value to the comparator, and a judging circuit for judging ringtrip based on the output of the comparator. During a prescribed period after ringing signal transmission, the threshold value control circuit changes the threshold value in a steplike manner in accordance with the result of the comparison, thereby determining a threshold value greater than a peak value during the prescribed period, and based on it, determines a threshold value for ringtrip judgement and supplies it to the comparator.

Ringtrip judging circuit

A device for converting a current pulse signal into a voltage pulse signal through a conversion from a current to a voltage includes a converting unit converting the current pulse signal into a first voltage signal, a voltage reducing unit generating a second voltage signal by reducing a magnitude of the first voltage signal, a delay unit generating a third voltage signal by delaying the second voltage signal, and a comparison unit generating the voltage pulse signal by comparing the first voltage signal with the third voltage signal.

Current-to-voltage converting device and light receiver

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Ringtrip judging circuit

Current-to-voltage converting device and light receiver