Method and system for automatic contact distribution utilizing presence detection
First Claim
1. A method for automatic contact distribution, comprising:
- receiving a contact for connection with an agent;
distributing the contact to a first agent;
automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact; and
detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state.
1 Assignment
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Accused Products
Abstract
A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.
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Citations
36 Claims
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1. A method for automatic contact distribution, comprising:
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receiving a contact for connection with an agent;
distributing the contact to a first agent;
automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact; and
detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. An automatic contact distribution system, comprising:
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at least one input port operable to receive a contact for connection with an agent;
a distributor operable to distribute the contact to a first agent;
a presence server operable to;
automatically transfer the first agent from a ready state to a second state if the first agent does not answer the contact; and
detect the presence of the first agent at a device associated with the first agent when the first agent is in the second state. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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21. An automatic contact distribution system, comprising:
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means for receiving a contact for connection with an agent;
means for distributing the contact to a first agent;
means for automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact; and
means for detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28)
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29. Software embodied in a computer readable medium, the computer readable medium comprising code operable to:
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receive a contact for connection with an agent;
distribute the contact to a first agent;
automatically transfer the first agent from a ready state to a second state if the first agent does not answer the contact; and
detect the presence of the first agent at a device associated with the first agent when the first agent is in the second state. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36)
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Specification