Method and apparatus for call distribution and override with priority
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Mar 28, 2000
Grant Date -
N/A
app pub date -
Feb 17, 1998
filing date -
Feb 17, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A communication router receives incoming communications and assigns a priority to each, which are then placed in a routing queue in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations. The invention is particularly applicable to routing telephone calls in a call center. Destinations, in the call center agent stations arc selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such a telephone calls, e-mails, video calls, and Internet Protocol calls.
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