Two dimensional routing apparatus in an automatic call director-

Details Two dimensional routing apparatus in an automatic call director- Two dimensional routing apparatus in an automatic call director-

1992-03-12

1994-08-02

Dwyer, James L.

Telephonic communications

Centralized switching system

Call distribution to operator

379265, 379309, H04M 300, H04M 342

Patent

active

053352696

ABSTRACT:
In an automatic call director-type system, it is often more desirable to direct an incoming call to an immediately available agent who has less than perfect knowledge of the subject matter rather than forcing a caller to wait for the best qualified agent. The present invention relates to an algorithm implemented in computer software for placing an incoming call in a plurality of queues and then offering the call to primary and secondary desirability agents in each of the queues in a prescribed order if any one of these groups of agents has an agent standing by and able to accept a call. Otherwise, the call is offered to the next available agent regardless of the capability of that agent. The concept includes the capability of expanding the pool of potential agents in the queue with age of a call when the incremental expansion pool of agents selected can be based on their backlog of calls for other applications where they may have primary responsibility.

REFERENCES:
patent: 4048452 (1977-09-01), Oehring et al.
patent: 4757529 (1988-07-01), Glapa et al.
patent: 4881261 (1989-11-01), Oliphant et al.
patent: 4951310 (1990-08-01), Honda et al.
patent: 5025468 (1991-06-01), Sikand et al.
patent: 5206903 (1993-04-01), Kohler et al.
"The Smart Way to Sell Paradise", Cameron Ives, Inbound/Outbound Magazine Aug. 1989 pp. 20-24.

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