Agent-initiated dynamic requeing of misrouted calls in call-routing systems
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Oct 5, 1999
Grant Date -
N/A
app pub date -
Feb 10, 1997
filing date -
Feb 10, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers wherein provision is made for commands to be sent from an agent receiving a mis-routed call to a routing intelligence over a digital network connection, causing a mis-routed call to be inserted in a queue of calls to be routed ahead of calls received to be routed after the first call was mis-routed. In some embodiments the first agent may simply send back the mis-routed call to be requeued. In other instances the agent may confer with a second agent at a station to which the call is to be forwarded, before the caller is connected to the second agent. In still other instances the first agent, the second agent, and the caller may be conferenced together.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully