Automated call routing system
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
May 6, 2003
Grant Date -
N/A
app pub date -
Apr 29, 1999
filing date -
Apr 29, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
An automatic call distribution system routes calls from a communications network that provides call arrival data and a controllable routing capability. The system includes several agent stations, a call server, and a routing controller. Each agent station has a processor and a communication element to receive calls routed thereto. The call server uses telephony lines to receive the call arrival data and to direct the routing capability of the network. The call server has a caller prompting unit to request and receive information from a caller. The call server generates call information from the information from the caller and/or the call arrival data. The routing controller receives agent status data from the agent stations and the call information and selects an agent station from the call information and the agent status data. The routing controller causes the call server to direct the network to route the call to the selected agent station.
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