US 7,321,298 B2
Skills based routing method and system for call center
J. Andrew Judkins, Centerville, Utah (US); Michael Shelton, Salt Lake City, Utah (US); and David Peterson, Riverton, Utah (US)
Assigned to Harris Corporation, Melbourne, Fla. (US)
Filed on Oct. 10, 2005, as Appl. No. 11/247,646.
Application 11/247646 is a division of application No. 11/172602, filed on Jun. 30, 2005.
Prior Publication US 2006/0109975 A1, May 25, 2006
Int. Cl. G08B 29/00 (2006.01)
U.S. Cl. 340—506  [340/3.1; 379/219; 379/223] 60 Claims
OG exemplary drawing
 
47. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server, the method comprising the steps of:
displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;
receiving in the script display area script icons dragged from an action toolbar that are representative of ACD and IVR scripting actions, wherein the script icons are selected from a plurality of sets of script icons that are displayed within the action toolbar by user selecting an action tab representative of a selected set of script icons; and
positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective scripting actions of the script flow.