Method and system for handling calls at an automatic call distributor
First Claim
1. A method for handling calls at an automatic call distributor, comprising:
- receiving from a first caller a first call for distribution to one of a plurality of agents;
receiving from the first caller a first request associated with the first call;
linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and
distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
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Accused Products
Abstract
A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
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Citations
30 Claims
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1. A method for handling calls at an automatic call distributor, comprising:
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receiving from a first caller a first call for distribution to one of a plurality of agents;
receiving from the first caller a first request associated with the first call;
linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and
distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for handling calls at an automatic call distributor, comprising:
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an interface operable to;
receive from a first caller a first call for distribution to one of a plurality of agents; and
receive from the first caller a first request associated with the first call;
a processor coupled to the interface and operable to;
link the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and
distribute for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A system for handling calls at an automatic call distributor, comprising:
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means for receiving from a first caller a first call for distribution to one of a plurality of agents;
means for receiving from the first caller a first request associated with the first call;
means for linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and
means for distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
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30. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:
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receive from a first caller a first call for distribution to one of a plurality of agents;
receive from the first caller a first request associated with the first call;
link the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and
distribute for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
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Specification