Customer support using managed real-time communities
First Claim
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1. A method of routing a call received by an organization comprising:
- determining a subject matter of the received call;
routing the call to an agent of the organization when a agent of the organization is available to handle the subject matter of the call; and
routing the call to a client that is qualified to handle the call of the organization when an agent of the organization is not available.
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Abstract
A method and apparatus are described for routing a call received by an organization. The method includes the steps of determining a subject matter of the received call, routing the call to an agent of the organization when a agent of the organization is available to handle the subject matter of the call and routing the call to a client of the organization when an agent of the organization is not available.
31 Citations
28 Claims
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1. A method of routing a call received by an organization comprising:
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determining a subject matter of the received call; routing the call to an agent of the organization when a agent of the organization is available to handle the subject matter of the call; and routing the call to a client that is qualified to handle the call of the organization when an agent of the organization is not available. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. An apparatus for routing a call received by an organization comprising:
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means for determining a subject matter of the received call; means for routing the call to an agent of the organization when a agent of the organization is available to handle the subject matter of the call; and means for routing the call to a client of the organization when a qualified agent of the organization is not available. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. An apparatus for routing a call received by an organization comprising:
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a call processor that determines a subject matter of the received call; a call assignment processor that routes the call to an agent of the organization when a qualified agent of the organization is available to handle the call and that routes the call to a client of the organization when a qualified agent of the organization is not available. - View Dependent Claims (24, 25, 26, 27, 28)
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Specification