Agent-initiated dynamic requeing of misrouted calls in call-rout

Telephonic communications – Plural exchange network or interconnection

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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.

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patent: 5740238 (1998-04-01), Flockhart et al.
patent: 5742675 (1998-04-01), Kilander et al.

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