Telephonic communications – Plural exchange network or interconnection
Patent
1997-02-10
1999-10-05
Zele, Krista
Telephonic communications
Plural exchange network or interconnection
379265, H04M 700, H04M 300
Patent
active
059636327
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.
REFERENCES:
patent: 5020095 (1991-05-01), Morganstein et al.
patent: 5249223 (1993-09-01), Vanacore
patent: 5253288 (1993-10-01), Frey et al.
patent: 5299259 (1994-03-01), Otto
patent: 5335269 (1994-08-01), Steinlicht
patent: 5524147 (1996-06-01), Bean
patent: 5592542 (1997-01-01), Honda et al.
patent: 5740238 (1998-04-01), Flockhart et al.
patent: 5742675 (1998-04-01), Kilander et al.
Boys Donald R.
Genesys Telecommunications Laboratories , Inc.
Tieu Benny Q.
Zele Krista
LandOfFree
Agent-initiated dynamic requeing of misrouted calls in call-rout does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Agent-initiated dynamic requeing of misrouted calls in call-rout, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Agent-initiated dynamic requeing of misrouted calls in call-rout will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-1180545