Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-04-27
2010-10-19
Tsang, Fan (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265120, C379S266070
Reexamination Certificate
active
07817796
ABSTRACT:
A method and system for assigning tasks to contact center agents is disclosed, wherein an automatic call distributor (ACD) used for distributing incoming contact center calls to the agents is used to distribute other tasks to the agents. When an agent task (different from handling an incoming call) is determined, a corresponding “proxy” telephone call is generated from within the contact center to a PBX to assign an agent to the task. The ACD processes the proxy call substantially identically to any other incoming call requesting an agent's services. A proxy call has as its destination phone number the directory number of a call group used in selecting an appropriate agent for performing the task. The proxy call phone number additionally identifies the location of detailed information about the task. When a proxy call is routed by the ACD to the selected agent's worksite, the called phone number is used to fetch the detailed task information, and the selected agent is made unavailable to the ACD for further incoming calls. The agent is made available for taking contact center incoming calls when the task is completed or pre-empted.
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Clippinger Joyce A.
Mullen David C.
Rosen Bridget
Avaya Inc.
Mohammed Assad
Sheridan & Ross P.C.
Tsang Fan
LandOfFree
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