Method for detecting availability of non-traditional agent

Details Method for detecting availability of non-traditional agent Method for detecting availability of non-traditional agent

2011-01-04

2011-01-04

Gauthier, Gerald (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C370S230000, C370S270000, C370S271000, C370S395100, C379S265110, C379S266010, C379S266070, C455S412200, C455S445000, C455S456100, C455S518000, C709S203000, C709S223000

Reexamination Certificate

active

07864945

ABSTRACT:
A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for its current availability. If the agent is available, the call is routed to the agent. If the agent is not available the system selects another agent and the process is repeated. Then, a call is assigned to an available agent based on current availability information.

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