SYSTEM AND METHOD FOR PROVIDING INCOMING CALL DISTRIBUTION
First Claim
1. A method of routing an incoming call, comprising:
- receiving an incoming call at a call center of a language interpretation provider, wherein the incoming call is made by a customer requesting language interpretation service;
determining a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer, wherein the language interpretation service is provided during the incoming call;
queuing the incoming call at a first queue that distributes incoming calls to a call center interpreter, wherein the call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link; and
if a customer-defined event occurs, routing the incoming call to a second queue that distributes incoming calls to a non-call center interpreter, wherein the non-call center interpreter is not permanently connected to the call center of the language interpretation provider.
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Accused Products
Abstract
A method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting language interpretation service. The customer can be for example a business entity or an individual. A level of skill required by the customer is determined. The level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer. The language interpretation service is provided during the incoming call. The incoming call can be queued at a first queue that distributes incoming calls to a call center interpreter. The call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link. If a customer-defined event occurs, the incoming call is routed to a second queue that distributes incoming calls to a non-call center interpreter. The non-call center interpreter is not permanently connected to the call center of the language interpretation provider.
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Citations
51 Claims
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1. A method of routing an incoming call, comprising:
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receiving an incoming call at a call center of a language interpretation provider, wherein the incoming call is made by a customer requesting language interpretation service;
determining a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer, wherein the language interpretation service is provided during the incoming call;
queuing the incoming call at a first queue that distributes incoming calls to a call center interpreter, wherein the call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link; and
if a customer-defined event occurs, routing the incoming call to a second queue that distributes incoming calls to a non-call center interpreter, wherein the non-call center interpreter is not permanently connected to the call center of the language interpretation provider. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A system for routing an incoming call, comprising:
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a private branch exchange that receives an incoming call at a call center of a language interpretation provider, wherein the incoming call is made by a customer requesting language interpretation service;
a skill determination module that determines a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer, wherein the language interpretation service is provided during the incoming call; and
a routing module that routes the incoming call to a first queue that distributes incoming calls to a call center interpreter, wherein the call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link, the routing module further routing the incoming call to a second queue that distributes incoming calls to a non-call center interpreter if a customer-defined event occurs, wherein the non-call center interpreter is not permanently connected to the call center of the language interpretation provider. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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- 37. The system of claim 37, wherein non-call center interpreter rates are higher than call center interpreter rates.
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39. A method of routing an incoming call, comprising:
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receiving an incoming call at a call center of a service provider, wherein the incoming call is made by a customer requesting a service;
determining a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an representative of the service provider should possess in order to provide the service requested by the customer, wherein the service is provided during the incoming call;
queuing the call at a first queue that distributes incoming calls to a call center agent, wherein the call center agent is permanently connected to the call center of the service provider through a voice link; and
if a customer-defined event occurs, routing the incoming call to a second queue that distributes incoming calls to a non-call center agent, wherein the non-call center agent is not permanently connected to the call center of the service provider.
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- 40. The method of claim 40, wherein the service provider is a language interpretation provider.
Specification