Queuing calls for distribution

Details Queuing calls for distribution Queuing calls for distribution

2011-04-19

2011-04-19

Nguyen, Quynh H (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265090, C379S265120, C379S265130, C379S266010, C379S266020, C379S309000

Reexamination Certificate

active

07929685

ABSTRACT:
A system and method gathers data from callers and call center sites and incorporates that information in call routing decisions. To make call routing decisions, a database structure keeps track of the calls in a queue before efficiently distributing the calls to agents at various call center sites. In one embodiment, a call routing system may comprise a web application server, a caller server, and a call center server. A method for distributing a call from a caller to a call center site may comprise collecting a first dataset relating to the call from the caller, queuing the call based on the first dataset, collecting a second dataset from the call center site, and routing the call to the call center site based on the first and second datasets.

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