Method and system for enabling queue camp-on for skills-based routing

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 6546087
APP PUB NO 20020114432A1
SERIAL NO

09788089

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
ENTERPRISE SYSTEMS TECHNOLOGIES S.A.R.L.LUXEMBOURG, LU246
SIEMENS ENTERPRISE COMMUNICATIONS, INC.BOCA RATON, FL191

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Beyda, William J Cupertino, CA 170 6212
Shaffer, Shmuel Palo Alto, CA 506 12930
Wuerfel, Randall P Santa Clara, CA 1 222

Cited Art Landscape

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