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ACD multimedia customer contact routing with delay announcements

  • US 6,990,524 B1
  • Filed: 02/16/2000
  • Issued: 01/24/2006
  • Est. Priority Date: 03/01/1999
  • Status: Expired due to Term
First Claim
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1. A method of routing multimedia calls within an automatic call distributor system having a automatic call distributor coupled to the public switched telephone network and a host coupled to the Internet, such method comprising the steps of:

  • the host providing an Internet caller with a conversational webpage that includes a first softkey for selecting an off-line conversation and a second softkey for selecting a real-time conversation;

    the host receiving an Internet call from the Internet caller through the Internet based upon activation by the Internet caller of one of the first and second softkeys;

    the host requesting an agent assignment for handling the Internet call from the automatic call distributor coupled to the public switched telephone network; and

    the host transferring the Internet call to a terminal of the agent assigned by the automatic call distributor.

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