Patent ID: 6988126
Filing Date: 2006-01-17
Classification: H04L,H04M

Abstract:
1. A method of operating a contact center using a service system to establish communication over a data network between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center; the service system establishing communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems; the service system, in setting up a communication session, creating a respective service-session functional entity that keeps a record of the endpoint entities currently joined to the communication session and comprises: a session instance with generic behaviour for adding and removing endpoint systems to the communication session, and an associated service instance with service-specific behaviour determining when the session instance is to add and remove endpoint systems; the method involving specifying different service-specific behaviours and offering a range of corresponding customer services with the use of a service by a customer involving a communication from the customer endpoint system over the network to the service system that identifies the service, and thus the service-specific behaviour, to be implemented.