QUEUING AND ROUTING TELEPHONE CALLS
First Claim
1. A method of processing communications, the method comprising:
- receiving a communication;
identifying an originating location from which the communication originates;
determining when the originating location corresponds to a predefined high priority geographical area;
assigning a priority to the communication based on the originating location, the communication being assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area; and
queuing the communication in a queue based on the assigned priority.
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Accused Products
Abstract
A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents.
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Citations
34 Claims
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1. A method of processing communications, the method comprising:
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receiving a communication; identifying an originating location from which the communication originates; determining when the originating location corresponds to a predefined high priority geographical area; assigning a priority to the communication based on the originating location, the communication being assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area; and queuing the communication in a queue based on the assigned priority. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method of assigning an agent using an automated communication distributor, the method comprising:
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receiving an incoming communication; identifying an originating location from which the communication originates; determining geographical locations of potential respondents to the communication; selecting at least one respondent based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents; and assigning the selected at least one respondent to respond to the communication. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A method of assigning an agent to respond to a communication, the method comprising:
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monitoring geographical locations of a plurality of potential mobile respondents; receiving the communication; identifying an originating location from which the communication is received; identifying a group of potential respondents from the plurality of potential mobile respondents, the group potential respondents being dynamically changed based on the geographical location of each respondent in the group; and selecting the at least one respondent from the dynamic group. - View Dependent Claims (17, 18)
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19. A method of assigning a respondent, the method comprising:
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monitoring geographical locations of a plurality of potential mobile respondents; receiving a plurality of respondent requests; identifying an originating location from which the respondent requests are received; identifying a group of potential respondents from the plurality of potential mobile respondents, the group of potential respondents being dynamically changed based on a geographical location of each respondent in the group relative to the originating location; and instructing at least one respondent from the group of potential respondents to change his location based on at least one originating location.
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20. A machine-readable medium embodying instructions which, when executed by a machine, cause the machine to:
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receive a communication; identify an originating location from which the communication originates; determine when the originating location corresponds to a predefined high priority geographical area; assign a priority to the communication based on the originating location, the call being assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area; and queue the communication in a queue based on the assigned priority.
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21. A machine-readable medium embodying instructions which, when executed by a machine, cause the machine to:
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receive an incoming communication; identify an originating location from which the communication originates; determine geographical locations of potential respondents to the communication; select at least one respondent based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents; and assign the selected at least one respondent to respond to the communication.
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22. An automatic communication distributor to process communications, the communication distributor comprising:
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a network interface to receive a communication; a location arrangement to identify an originating location from which the communication originates; a prioritizer to; determine when the originating location corresponds to a predefined high priority geographical area; and assign a priority to the communication based on the originating location, wherein the communication is assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area; and queue to queue the communication based on the assigned priority. - View Dependent Claims (23, 24, 25, 26, 27)
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28. An automatic communication distributor to assign an agent, the automatic communication distributor comprising:
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a network interface to receive an incoming communication; a location arrangement to; identify an originating location from which the communication originates; and determine geographical locations of potential respondents to the communication; and a processor to select at least one respondent based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents; and assign the selected at least one respondent to respond to the communication. - View Dependent Claims (29, 30, 31, 32)
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33. An automatic communication distributor to process communications, the automatic communication distributor comprising:
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means for receiving a communication; means for identifying an originating location from which the communication originates; means for determining when the originating location corresponds to a predefined high priority geographical area; means for assigning a priority to the communication based on the originating location, the call being assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area; and means for queuing the communication in a queue based on the assigned priority.
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34. An automatic communication distributor to process communications, the automatic communication distributor comprising:
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means for receiving an incoming communication from a caller; means for identifying an originating location from which the incoming communication originates; means for determining geographical locations of potential respondents to the communication; means for selecting at least one respondent based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents; and means for assigning the selected at least one respondent to respond to the communication.
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Specification