Help desk improvement

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1995-01-05

1997-04-29

Brown, Thomas W.

Telephonic communications

Centralized switching system

Call distribution to operator

379 67, 379142, 379209, 379265, H04M 346, H04M 350

Patent

active

056256825

ABSTRACT:
The present invention relates to a method of informing an agent of a follow-up call to the agent from a telephone subscriber comprised of on receiving the follow-up call from the telephone subscriber, detecting that the agent is busy, storing a callback number of the telephone subscriber, storing at least part of a message provided by the telephone subscriber in association with the callback number, determining the identity of a specific agent to which the call is to be directed, and routing the message and the callback number to the specific agent when the specific agent becomes free.

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Andrew Waite, Beyond ISDN Theory, Dec. 1989, pp. 20-27.

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