Automatic call distribution system and method

Details Automatic call distribution system and method Automatic call distribution system and method

2005-03-22

2005-03-22

Bui, Bing Q. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088190, C379S088200

Reexamination Certificate

active

06870924

ABSTRACT:
A method and system for automatically distributing calls from calling parties to agents in a telephonic service provider facility, in which a database associates specific calling parties with specific agents. An identifier of a calling party is compared to identifiers in the database and the calling party is connected to the agent with whom the calling party has been associated if the identifier matches one in the database. If the identifier of the calling party does not match one of the identifiers in the database, a voice message is provided to the calling party to urge the calling party to provide a further identifier, which is then compared to the identifiers in the database. If the further identifier matches one of the identifiers in the database, the calling party is connected to the agent with whom the calling party has been associated.

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