State and availability monitoring for customer support services for multimedia conferences
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United States of America Patent
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Sep 15, 2015
Grant Date -
N/A
app pub date -
Mar 19, 2012
filing date -
Mar 19, 2012
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Abstract
A system and method are described for providing support services via a virtual production environment. The system may include a help center interface, an agent interface, and a communications server running in association with a contact center manager application. The system may further include a reflector. The contact center manager application matches customers with suitable agents in the virtual production environment in the context of providing customer support in response to customer support requests. The method may include transmitting a customer support request to the contact center manager application, wherein a determination of whether a suitable agent is available is made by the contact center manager application; and connecting to a communications session corresponding to a session address provided by the contact center manager application for the customer device based on the determination.
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