Connection routing system

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 9894208
SERIAL NO

14964166

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Importance

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Abstract

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According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.

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Patent Owner(s)

Patent OwnerAddress
ACCENTURE GLOBAL SERVICES LIMITEDDUBLIN 4

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Bhalla, Anuj Lake Hopatcong, US 4 279
Honts, Robert Wayne Austin, US 3 229
Walls, Terry L Duluth, US 3 15

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