Open pchainho opened 9 years ago
From our experience with WebRTC click to call button for customer care support, part of the contextual information is available for the contact center with no need to give access (IP address, language that you are using to navigate, referral to reach the site, language by default of the browser, type of browser/device,...) Should be include the possibility to have access to part of the contextual info without permission in this scope?
I would say yes even if as a citizen I don't agree with it. At least it should be possible to have this behavior ruled by Legal laws from regulators. In these situations, the end-user should be also informed about how his contextual info is being used.
Actors
A Service Provider is a subscriber of a Context Aware Contact Center Application provider.
The Contact Center Application provider uses a Business Communication Service provider.
Alice is a Identified End-user Consumer that is a customer of the Service Provider.
Alice is a Identified Consumer that is a subscriber of a Communication Service provider that is different from the CSP used by the Contact Center app.
Bob is a Anonymous Consumer that is not a customer of the Service Provider. Bob is a subscriber of a Communication Service provider that is different from the CSP that provides the Contact Center app.
Pre-condition
84 Service Provider has subscribed CSP Contact Center app
84 Alice is a customer of Service Provider
81 Alice is registered with her CSP
81 Bob is registered with his CSP
81 Service Provider Contact Center agents are registered with CSP Contact Center service
93 Contact Center agents are using Business Identities
Description
Variant 1
Variant 2
Variant 3
Variant 4
Differentiation - market relevance
Very relevant for Business Communications