ENTERPRISE CONTACT SERVER WITH ENHANCED ROUTING FEATURES
6 Assignments
0 Petitions
Accused Products
Abstract
A server may include logic configured to receive a call-back request from a customer, where the call-back request includes an identifier associated with the customer. The server may further include logic configured to identify, based on the identifier, a call center from a group of call centers having a group of agents qualified to handle the call-back request; and logic configured to forward the call-back request to the identified call center, where the call-back request causes the identified call center to select one of the group of agents to handle the call-back request.
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Citations
55 Claims
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1-35. -35. (canceled)
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36. A network comprising:
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a plurality of first call centers, each of the plurality of first call centers to; manage a plurality of call center agents, store second information identifying a qualification of each of the plurality of call center agents that the plurality of first call center manages, and transmit the second information identifying the qualification of each of the plurality of call center agents; and a second call center to; manage the plurality of first call centers, receive the transmitted second information identifying the qualification of each of the plurality of call center agents, and store the transmitted second information identifying the qualification of each of the plurality of call center agents. - View Dependent Claims (37, 38, 39, 40, 41, 42)
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43. A method comprising:
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receiving, by a server, a call-back request from a customer; identifying, by the server, a plurality of call centers having one or more agents available to handle the call-back request, the plurality of call centers being identified based on a respective qualification of the one or more agents; sending, by the server, a message, to one or more of the plurality of call centers, to query a status of the one or more agents available to handle the call-back request; identifying, by the server, a particular call center of the one or more of the plurality of call centers to first respond to the message; and forwarding, by the server, the call-back request to the identified particular call center of the one or more of the plurality of call centers based on a response of the identified particular call center of the one or more of the plurality of call centers. - View Dependent Claims (44, 45, 46, 47, 48, 49)
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50. A device comprising:
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means for receiving a call-back request from a customer; means for identifying a plurality of call centers managing one or more agents available to handle the call-back request, the plurality of call centers being identified based on one or more skills of the one or more agents; means for identifying a particular one of the plurality of call centers based on a quantity of the one or more agents managed by the particular one of the plurality of call centers; means for sending a message, to the identified particular one of the plurality of call centers to query a status of particular ones, of the one or more agents, managed by the particular one of the plurality of call centers, available to handle the call-back request; and means for forwarding the call-back request to the identified particular one of the plurality of call centers based on a response, from the identified particular one of the plurality of call centers, to the message. - View Dependent Claims (51, 52, 53, 54, 55)
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Specification