Method and system for informing callers within a queue

Details Method and system for informing callers within a queue Method and system for informing callers within a queue

2005-01-25

2005-01-25

Smith, Creighton (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265080

Reexamination Certificate

active

06847715

ABSTRACT:
A system for implementing a technique for operatively integrating an automatic call distributor and an interactive voice response unit is disclosed. Upon receiving and storing an interaction input from a caller seeking information, the automatic call distributor determines the availability of an agent workstation to respond to the interaction input. The interactive voice response unit provides the caller with access to the information when the automatic call distributor determines an agent workstation is unavailable to respond to the interaction input. The automatic call distributor transmits the interaction input to an appropriate agent workstation whenever that particular agent workstation becomes available to respond to the interaction input.

REFERENCES:
patent: 4788715 (1988-11-01), Lee
patent: 5444774 (1995-08-01), Friedes
patent: 5479487 (1995-12-01), Hammond
patent: 5802526 (1998-09-01), Fawcett et al.
patent: 5978467 (1999-11-01), Walker et al.
patent: 6014439 (2000-01-01), Walker et al.
patent: 6324276 (2001-11-01), Uppaluru et al.

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