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Help desk improvement

  • US 5,625,682 A
  • Filed: 01/05/1995
  • Issued: 04/29/1997
  • Est. Priority Date: 03/15/1994
  • Status: Expired due to Term
First Claim
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1. A method of informing an agent of a follow-up call to the agent from a telephone subscriber comprising:

  • (a) receiving said follow-up call from the telephone subscriber, and detecting that the agent is busy,(b) storing a callback number of the telephone subscriber,(c) storing at least part of a message provided by the telephone subscriber in association with the callback number,(d) determining from information conveyed in the follow-up call the identity of a specific agent to which the course of the follow-up call is to be directed, and(e) routing the message and the callback number to the specific agent when the specific agent becomes free.

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