Automatic detecting when an agent is available

Details Automatic detecting when an agent is available Automatic detecting when an agent is available

2007-07-10

2007-07-10

Nguyen, Quynh H. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S265040, C379S265090

Reexamination Certificate

active

09750025

ABSTRACT:
An arrangement is provided for enhancing the operational capabilities of a call center by automatically detecting when an agent is available. When an agent answers a routed call, corresponding to a call-back request, the agent enters an agent ID, representing the agent. The entered agent ID is encoded into DTMF tones. A telephony server detects the DTMF tones.

REFERENCES:
patent: 5428608 (1995-06-01), Freeman et al.
patent: 5721770 (1998-02-01), Kohler
patent: 5742675 (1998-04-01), Kilander et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 6049602 (2000-04-01), Foladare et al.
patent: 6614896 (2003-09-01), Rao
patent: 6771760 (2004-08-01), Vortman et al.

Affiliated with

Also associated with

Rating

Automatic detecting when an agent is available does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Automatic detecting when an agent is available, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Automatic detecting when an agent is available will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-3792226