Paging, cellular telephone or other messaging functionality is incorporated
into a virtual contact center system to permit logged-off customer service
representatives (CSRs) to be alerted to a need to logon to the system, and
to permit CSRs to alert supervisors or specialists to logon to the system.
Matching at a contact control server of existing conditions to
predetermined criteria, e.g., failure to login at an assigned time, or
specified network conditions (such as length of customer queues), triggers
a command for a communication to one or more logged-off CSRs. Results of
follow-up testing at the contact control server for matches causes page
requests to be renewed, redirected or canceled. Unusual contact
requirements or emerging network conditions requiring supervisory input or
increased monitoring by traffic or subject matter specialists is likewise
triggered by analysis at a contact control server or by CSR click
selection of messages to be sent to a virtual contact center requesting
issuance of information such as web pages to cognizant personnel.
