Method for detecting availability of non-traditional agent

• US 20060115071A1
• Filed: 11/30/2004
• Published: 06/01/2006
• Est. Priority Date: 11/30/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Peters, Michael
• Granted Patent: US 7,864,945 B2
• Time in Patent Office: Days
• US Class Current: 379/265.30
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for its current availability. If the agent is available, the call is routed to the agent. If the agent is not available the system selects another agent and the process is repeated. Then, a call is assigned to an available agent based on current availability information.

Claims

1. A method for detecting availability of an agent to receive a transaction, said method comprising the steps of:

placing the transaction in a queue;

selecting an agent to assign the transaction;

prompting the agent for confirmation of availability; and

connecting the transaction to the agent.

2. The method of claim 1 further comprising the step of determining if the agent is available at a communication device.

3. The method of claim 1 further comprising providing a media server.

4. The method of claim 3 further comprising connecting the agent to the media server.

5. The method of claim 4 further comprising the media server prompting the agent for confirmation of availability.

6. The method of claim 1 further comprising receiving a confirmation of non availability from the agent and selecting another agent for confirmation of availability.

7. The method of claim 1 further comprising receiving no response from the agent and selecting another agent for confirmation of availability.

8. The method of claim 1 further comprising connecting to an agent'"'"'s voicemail system and retrying the agent for confirmation of availability.

9. The method of claim 1 further comprising connecting to an agent'"'"'s voicemail system and selecting another agent for confirmation of availability.

10. The method of claim 1 further comprising receiving a confirmation of availability from the agent.

11. A method for detecting current availability of an agent to receive a call comprising the steps of:

selecting an agent to assign the call;

prompting the agent for confirmation of current availability; and

receiving a response from the agent.

12. The method of claim 11 further comprising the step of receiving a confirmation of availability for the agent and connecting the call to the agent.

13. The method of claim 11 further comprising the step of determining if the agent is available at a communication device.

14. The method of claim 11 further comprising providing a media server.

15. The method of claim 14 further comprising connecting the agent to the media server.

16. The method of claim 15 further comprising the media server prompting the agent for confirmation of availability.

17. The method of claim 11 further comprising receiving a confirmation of non-availability from the agent and selecting another agent for confirmation of availability.

18. The method of claim 11 further comprising receiving no response from the agent and selecting another agent for confirmation of availability.

19. The method of claim 11 further comprising connecting to an agent'"'"'s voicemail system and retrying the agent for confirmation of availability.

20. The method of claim 11 further comprising connecting to an agent'"'"'s voicemail system and selecting another agent for confirmation of availability.

21. A method for detecting availability of an agent to receive a call comprising the steps of:

selecting an agent;

prompting the agent for confirmation of availability;

receiving a response from the agent; and

making a decision based on the response to determine how to direct the call.