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Automatic call distribution system using computer network-based communication

DC
  • US 6,665,395 B1
  • Filed: 12/11/1998
  • Issued: 12/16/2003
  • Est. Priority Date: 12/11/1998
  • Status: Expired due to Term
First Claim
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1. An automatic call distribution system for transferring information between customers and agents, the automatic call distribution system comprising:

  • a network interface for transferring information between customers and agents through a computer network wherein information is transferred via a communication line, wherein a “

    call”

    is a request that a customer be placed in communication with an agent; and

    a control system for simultaneously assigning a plurality of customers to a single agent through one or more of agent-user interfaces, the control system assigning a call to the agent based upon a criteria including the number of available lines allocated to the agent divided by the number of total lines allocated to the given agent.

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