Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1997-06-20
1999-11-23
Zele, Krista
Telephonic communications
Centralized switching system
Call distribution to operator
379266, H04M 300
Patent
active
059913924
ABSTRACT:
Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers, wherein provision is made for commands to be sent from an agent receiving a mis-routed call to a routing intelligence over a digital network connection, causing a mis-routed call to be inserted in a queue of calls to be routed ahead of calls received to be routed after the first call was mis-routed. In some embodiments the first agent may simply send back the mis-routed call to be requeued. In other instances the agent may confer with a second agent at a station to which the call is to be forwarded, before the caller is connected to the second agent. In still other instances the first agent, the second agent, and the caller may be conferenced together.
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Boys David R.
Genesys Telecommunications Laboratories , Inc.
Tiell Benny Q.
Zele Krista
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