System and method for remote management of call center operations
US6594470B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 28, 1999 |
| Grant date | Jul 15, 2003 |
| Priority date | — |
| Expiry date | Oct 28, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/18
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method to enable the remote supervision and operation of a call center over wireless network links. The invention pipes supervisory information from call centers, such as call waiting time, number of available of agents, oldest call waiting and other information and statistics to a remote transceiver which presents a supervisor with a user interface such as a graphical, textual or audible presentation depicting the state of the call center. The transceiver enables supervisors to remotely monitor the call center/network status, reconfigure and react to changes and exceptions on a real time basis no matter where they are located. A supervisor using the remote transceiver may transmit on the uplink to the call center a request for data, or commands for adjustment of the operation, such as rerouting of calls or direction to increase agents. The call center supervisor may therefore not just observe but supervise and adjust the operation of a call center, from within the site, across the country or internationally using network-enabled cellular or other wireless technology.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.