Customer-self routing call center

Details Customer-self routing call center Customer-self routing call center

1997-06-09

2000-05-16

Wolinsky, Scott

Telephonic communications

Centralized switching system

Call distribution to operator

379266, 379 9317, 379 9323, H04M 300, H04Q 364

Patent

active

060647302

ABSTRACT:
A call center for routing of a call from a user to one of a plurality of agent stations of an organization, comprises: an interactive graphical display of information relating to the organization, the display for showing status information of at least one agent station; a device for enabling a user to select an agent station from the display; and, a device for effecting a communications link between the caller and the agent station. Further included is a device for receiving information about the organization and updating the graphical display of information.

REFERENCES:
patent: 4653090 (1987-03-01), Hayden
patent: 5465286 (1995-11-01), Clare et al.
patent: 5511112 (1996-04-01), Szlam
patent: 5703943 (1997-12-01), Otto
patent: 5740240 (1998-04-01), Jolissaint
patent: 5841852 (1998-11-01), He
patent: 5884032 (1999-03-01), Bateman et al.

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