Apparatus and methods enhancing call routing within and between call-centers
First Claim
1. A method for rerouting telephone calls received at a first call center to a second call center, comprising steps of:
- (a) connecting a router by a network link to each of the first and second call centers;
(b) assigning a unique pool of rerouting destination numbers to the second call center; and
(c) sending rerouted calls from the first call center to the destination numbers in the second call center in a sequential manner such that any destination number in the pool for the second call center, once used, is not used again until all of the remaining destination numbers in the pool are used once each.
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Accused Products
Abstract
A system for rerouting misrouted calls between call centers has multiple call centers all connected by digital link to a central rerouter, which maintains a data list of a unique pool of destination numbers assigned to each of the call centers. The central rerouter sends rerouted calls to destination numbers in the destination number pool for each call center in a sequential manner such that any destination number in the pool for any call center, once used, is not used again until all of the remaining destination numbers in the pool for that call center are used once each. In a preferred embodiment call centers are interconnected by private lines, and rerouted calls are sent over the private lines.
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Citations
8 Claims
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1. A method for rerouting telephone calls received at a first call center to a second call center, comprising steps of:
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(a) connecting a router by a network link to each of the first and second call centers; (b) assigning a unique pool of rerouting destination numbers to the second call center; and (c) sending rerouted calls from the first call center to the destination numbers in the second call center in a sequential manner such that any destination number in the pool for the second call center, once used, is not used again until all of the remaining destination numbers in the pool are used once each. - View Dependent Claims (2, 3, 4)
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5. A call rerouting system comprising:
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a first call center and a second call center; a rerouter connected to the first call center and to the second call center by digital network link; and a pool of unique destination numbers assigned to the second call center; wherein the rerouter sends rerouted calls from the first call center to the destination numbers in the second call center in a sequential manner such that any destination number in the pool for the second call center, once used, is not used again until all of the remaining destination numbers in the pool are used once each. - View Dependent Claims (6, 7, 8)
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Specification