Queuing and routing telephone calls
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United States of America Patent
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Nov 27, 2012
Grant Date -
Feb 16, 2012
app pub date -
Oct 27, 2011
filing date -
Jul 26, 2006
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents.
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