Patent ID: 6826194
Filing Date: 2004-11-30
Classification: H04M

Abstract:
A method for connecting IP users to human agents of a call-center, the human agents being customer service representative, comprising:transferring to at least one of the IP users, prior to call establishment, real-time visual information including at least one of: details of previous connections between that at least one of the IP users and the human agents; current quality of service; available resources; and agents' details; displaying visual information about said details of previous connections when an access to the call center by an IP user is determined; receiving inputs from at least one of the IP users which are responsive to said information, allowing said IP user to select an agent for connection, or to leave a message for an agent; and establishing a call between the at least one of the IP users and a human agent according to said received inputs, wherein the availability of each agent is obtained by polling the agents.