End user automatic call distributor network control

Details End user automatic call distributor network control End user automatic call distributor network control

2005-02-01

2005-02-01

Matar, Ahmad F. (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266010, C379S266100, C379S266030, C379S265090

Reexamination Certificate

active

06850612

ABSTRACT:
A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

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