×

Method and system for managing calls of an automatic call distributor

  • US 7,315,617 B2
  • Filed: 08/25/2003
  • Issued: 01/01/2008
  • Est. Priority Date: 08/25/2003
  • Status: Active Grant
First Claim
Patent Images

1. A method for managing calls of an automatic call distributor, comprising:

  • receiving a call from a user over a first connection with a first endpoint of the user, the call comprising a request for service;

    obtaining presence information of the user and associating the call with the presence information;

    placing the call in a queue until a suitable agent becomes available to provide the service to the user;

    establishing a virtual contact to hold a place of the call in an order in the queue if the first connection is terminated;

    receiving a second call from the user over a second connection;

    detecting the presence of the user associated with the second connection; and

    associating the second connection with the virtual contact using the detected presence of the user.

View all claims
  • 1 Assignment
Timeline View
Assignment View
    ×
    ×