Queuing calls for distribution
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United States of America Patent
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Apr 19, 2011
Grant Date -
N/A
app pub date -
May 27, 2004
filing date -
May 27, 2004
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system and method gathers data from callers and call center sites and incorporates that information in call routing decisions. To make call routing decisions, a database structure keeps track of the calls in a queue before efficiently distributing the calls to agents at various call center sites. In one embodiment, a call routing system may comprise a web application server, a caller server, and a call center server. A method for distributing a call from a caller to a call center site may comprise collecting a first dataset relating to the call from the caller, queuing the call based on the first dataset, collecting a second dataset from the call center site, and routing the call to the call center site based on the first and second datasets.
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