Method of handling overflow calls
First Claim
1. A method of handling a telephone call from a caller to the information providing center of an entity, comprising the steps of:
- determining if the call to the information providing center cannot immediately be answered by the information providing center of the called entity;
routing the call from the information providing center of the entity to a call forwarding center, if it is determined that the call cannot be immediately answered by the information providing center of the called entity;
selecting an agent with a computer that is not in the employ of the called entity;
forwarding the call from the call forwarding center to a selected agent, answering the call by the selected agent to ascertain the information sought by the caller;
accessing the computer of the selected agent, by the selected agent, to obtain the information sought by the caller;
predetermining, by the entity, the information in the computer that is to be accessible by the agent; and
providing the accessed information to the caller, by the agent.
1 Assignment
0 Petitions
Accused Products
Abstract
A method of handling excess telephone calls from a caller to an information providing center of an entity in which it is determined if a call to the information providing center of the called entity cannot immediately be answered by the information providing center. If not, the call is automatically routed to a call forwarding center. At the call forwarding center, an agent having a computer and not employed by the called entity is selected. The call is forwarded from the call forwarding center to the selected agent via the Internet. The call is answered by the agent to ascertain the information sought by the caller. The selected agent accesses his or her computer to obtain the sought after information. The information in the computer that is to be accessible by the agent is predetermined by the entity. If present in the computer, the selected agent provides the accessed information to the caller.
7 Citations
12 Claims
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1. A method of handling a telephone call from a caller to the information providing center of an entity, comprising the steps of:
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determining if the call to the information providing center cannot immediately be answered by the information providing center of the called entity;
routing the call from the information providing center of the entity to a call forwarding center, if it is determined that the call cannot be immediately answered by the information providing center of the called entity;
selecting an agent with a computer that is not in the employ of the called entity;
forwarding the call from the call forwarding center to a selected agent, answering the call by the selected agent to ascertain the information sought by the caller;
accessing the computer of the selected agent, by the selected agent, to obtain the information sought by the caller;
predetermining, by the entity, the information in the computer that is to be accessible by the agent; and
providing the accessed information to the caller, by the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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Specification