Method and system for automatic call distribution
First Claim
Patent Images
1. A method for automatic call distribution, comprising:
- detecting that a first agent is communicating on a first call;
detecting that the first call involves a predefined low priority communication; and
transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call.
1 Assignment
0 Petitions
Accused Products
Abstract
A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.
-
Citations
45 Claims
-
1. A method for automatic call distribution, comprising:
-
detecting that a first agent is communicating on a first call;
detecting that the first call involves a predefined low priority communication; and
transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
-
-
12. An automatic call distribution system, comprising:
-
a presence server operable to detect that a first agent is communicating on a first call;
a processor operable to detect that the first call involves a predefined low priority communication; and
the presence server operable to transition the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
-
-
23. An automatic call distribution system, comprising:
-
means for detecting that a first agent is communicating on a first call;
means for detecting that the first call involves a predefined low priority communication; and
means for transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33)
-
-
34. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:
-
detect that a first agent is communicating on a first call;
detect that the first call involves a predefined low priority communication; and
transition the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call. - View Dependent Claims (35, 36, 37, 38, 39, 40, 41, 42, 43, 44)
-
-
45. A method for automatic call distribution, comprising:
-
detecting that a first agent is communicating on a first call, the first call comprising a non-business call;
receiving an indication from the first agent through an agent interface that the first call involves a predefined low priority communication;
transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call;
receiving a second call for connection with an agent;
alerting the first agent of the second call through an on-call ready ring, the on-call ready ring extending for a longer period of time than a ring alerting a ready agent of an incoming call when the ready agent is not in the on-call ready state;
automatically transitioning the first agent to a not ready state if the first agent does not answer the second call, the not ready state indicating that the first agent is not ready to receive an incoming call; and
automatically transitioning the first agent from the not ready state to a ready state when the first call is terminated.
-
Specification