Patent ID: 7564962
Filing Date: 2009-07-21
Classification: H04M

Abstract:
1. A method of providing remote control over a contact within a contact centre to a user associated with the contact, comprising the steps of: a) generating a first web page, said first web page including information relating to the status of the contact, b) providing one or more user controls accessible from said first web page, c) awaiting activation of at least one of said controls by the user, and d) on activation of one of said controls, generating a first command to a contact management component of the contact centre, said first command being effective to terminate a communications session involving the user and to await a new communication from the user to the contact centre from the first web page or a second web page linked to the first web page e) in response to said first command, terminating said communications session involving the user and awaiting a new communication from the user, generated from the first or second web pages, including a second command different from said first command.