Tiered call routing

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United States of America Patent

PATENT NO 9247064
APP PUB NO 20150016600A1
SERIAL NO

13940734

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.

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Patent Owner(s)

  • VERIZON PATENT AND LICENSING INC.

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Cunningham, Paul V Flower Mound, US 2 61
Desai, Prashant B Land O Lakes, US 15 166
Hadley, Shawn J Keller, US 3 69
Hegde, Mayuresh Mohan Irving, US 10 229
Poi, Parind S Lewisville, US 19 162

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