Enhanced automatic call distribution system operation

Details Enhanced automatic call distribution system operation Enhanced automatic call distribution system operation

1992-06-30

1994-07-12

Dwyer, James L.

Telephonic communications

Centralized switching system

Call distribution to operator

379265, 379 67, H04M 164

Patent

active

053295838

ABSTRACT:
The exemplary embodiment is in an Automatic Call Distributor (ACD). Incoming calls to a system with no available agents can be placed in a queue, or in a departure from the prior art, can be terminated to voice mail. Voice mail messages are classified into different priority queues according to called number, keyed DTMF digits from the calling customer, and the calling number. The voice mail calls are delivered to the agent based upon the priority of the voice mail queue after the agent completes a call or after he/she logs in following a log out period. The voice mail calls can be terminated to a team of agents.

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"The Smart Way To Sell Paradise", Inbound/Outbound Magazine, Cover story by Cameron Ives, Aug. 1989, pp. 20-24.

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