Method and system for enabling queue camp-on for skills-based routing
First Claim
1. A call-management method for distributing calls among agents for an automated request-and-respond capability comprising steps of:
- utilizing automated processing to collect information from individuals for identifying agent attributes advantageous to handling calls involving said individuals;
utilizing automated resume routing to correlate identified agent attributes with specific said agents on a basis of stored attribute data regarding particular said agents; and
establishing call sessions between said individuals and said agents based on correlations identified using said automated resume routing, including employing automated camp-on techniques in establishing at least some of said call sessions.
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Accused Products
Abstract
In an automated call management method and system, automated processing is used to collect customer information that enables skills-based call routing and a camp-on approach to efficiently handling calls. The customer information is preferably acquired through use of a web-compatible form that is submitted by the customer. The form includes information that identifies agent attributes that are considered advantageous to handling a particular call, includes the callback telephone number, and may include the time at which the callback should be initiated. In another embodiment, the information is acquired using interactive voice recognition techniques. After an agent queue is selected on the basis of a correlation between identified agent attributes and the skills of a particular agent or agent group, a camp-on request is generated to initiate a connection when an appropriate agent is available.
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Citations
19 Claims
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1. A call-management method for distributing calls among agents for an automated request-and-respond capability comprising steps of:
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utilizing automated processing to collect information from individuals for identifying agent attributes advantageous to handling calls involving said individuals;
utilizing automated resume routing to correlate identified agent attributes with specific said agents on a basis of stored attribute data regarding particular said agents; and
establishing call sessions between said individuals and said agents based on correlations identified using said automated resume routing, including employing automated camp-on techniques in establishing at least some of said call sessions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of providing responsive calls in an automated call distribution (ACD) system comprising steps of:
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collecting information from an individual regarding intended subject matter of a call session and regarding a telephone number for a call to said individual, said information being collected using automated techniques;
correlating said collected information with call-handling skills of agents and selecting a particular agent queue on the basis of said correlating;
generating a camp-on request in response to said correlating, said camp-on request being specific to said telephone number and said particular agent queue; and
establishing a call connection between said individual and an agent following completion of a camp-on sequence that is initiated by said camp-on request. - View Dependent Claims (12, 13, 14, 16, 17, 18, 19)
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15. An automated call distribution (ACD) capability comprising:
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a Web-based system configured to process Web-based forms submitted by individuals requesting calls;
a skills-based resume routing system having stored attribute data regarding call-handling skills of a plurality of agents, said Web-based system and said skills-based resume routing system being cooperative to correlate information from said Web-based forms with said stored attribute data to assign said agents to requests for said calls based on said call-handling skills of said agents; and
a telephony-based system configured to execute camp-on techniques in response to a command to establish a call session between one of said individuals and one of said agents.
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Specification