Method and system for automatic call distribution based on...

Details Method and system for automatic call distribution based on... Method and system for automatic call distribution based on...

2004-03-03

2008-03-25

Hong, Harry S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S201060, C379S265120, C379S265130, C455S456100, C455S456300

Reexamination Certificate

active

07349535

ABSTRACT:
A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.

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