Method and apparatus for call distribution and override with pri

Details Method and apparatus for call distribution and override with pri Method and apparatus for call distribution and override with pri

1998-02-17

2000-03-28

Pham, Chi H.

Telephonic communications

Centralized switching system

Call distribution to operator

H04M 300

Patent

active

060441461

ABSTRACT:
A communication router receives incoming communications and assigns a priority to each, which are then placed in a routing queue in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations. The invention is particularly applicable to routing telephone calls in a call center. Destinations, in the call center agent stations arc selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such a telephone calls, e-mails, video calls, and Internet Protocol calls.

REFERENCES:
patent: 5621790 (1997-04-01), Grossman et al.
patent: 5689229 (1997-11-01), Chaco et al.
patent: 5721770 (1998-02-01), Kohler
patent: 5905793 (1999-05-01), Flockhart et al.

Affiliated with

Also associated with

Rating

Method and apparatus for call distribution and override with pri does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Method and apparatus for call distribution and override with pri, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for call distribution and override with pri will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-1332756