Queuing and routing telephone calls

Details Queuing and routing telephone calls Queuing and routing telephone calls

2006-07-26

2011-11-29

Rampuria, Sharad (Department: 2617)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266010, C379S265020, C379S045000, C455S456200, C455S404200

Reexamination Certificate

active

08068601

ABSTRACT:
A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents.

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