Method for call distribution in a call center and associated call distribution apparatus
First Claim
1. A method for call distribution in a call center, the method comprising the steps of:
- forwarding an incoming call to a call distribution apparatus by a switching device via dialing information input by the caller;
checking, via the call distribution apparatus, whether the dialing information contains a permissible inquiry information item specifying an inquiry and, if not, requesting the caller to input the inquiry information via an interactive voice response device; and
causing the call to be switched, by the call distribution device and using the inquiry information, to an agent responsible for the specified inquiry via the switching device.
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Accused Products
Abstract
A method for call distribution in a call center and associated call distribution apparatus wherein, as part of a call distribution in a call center, an incoming call is forwarded by a switching device to the call distribution device via a dialing information input by the caller. The call distribution apparatus device checks whether the dialing information contains permissible inquiry information specifying an inquiry. If this is not so, the caller is requested to input an inquiry information by an interactive voice response device. The call distribution apparatus causes the call to be switched to an agent responsible for the specified inquiry via the switching device via the inquiry information contained in the dialing information or interrogated by the voice response device.
27 Citations
11 Claims
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1. A method for call distribution in a call center, the method comprising the steps of:
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forwarding an incoming call to a call distribution apparatus by a switching device via dialing information input by the caller;
checking, via the call distribution apparatus, whether the dialing information contains a permissible inquiry information item specifying an inquiry and, if not, requesting the caller to input the inquiry information via an interactive voice response device; and
causing the call to be switched, by the call distribution device and using the inquiry information, to an agent responsible for the specified inquiry via the switching device. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A call distribution apparatus for coupling to a switching device, comprising:
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a detection part for detecting dialing information contained in a call signaling of an incoming call;
an evaluating part for checking whether the detected dialing information contains permissible inquiry information specifying an inquiry;
an interactive voice response device for voice-controlled interrogation of an inquiry information item from a caller; and
a control device for relaying the call via the inquiry information, which is one of contained in the dialing information and interrogated from the caller, via the switching device to an agent responsible for the specified inquiry. - View Dependent Claims (8, 9, 10, 11)
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Specification