System and method for responding to an emergency at a call center
First Claim
1. A computer-readable memory encoded with a computer program for handling active calls at a call center, when executed, the computer program operable to:
- inform callers associated with the active calls of an emergency occurring at the call center responsive to an emergency notification signal that includes a data packet message, the emergency notification signal indicative of an emergency situation occurring at the call center, the emergency situation being of a type that presents a real or perceived imminent danger to agents'"'"' ability to service the active calls at the call center; and
transfer, further responsive to the emergency notification signal, all of the active calls from the call center to one or more other call centers located geographically remote to the emergency.
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Accused Products
Abstract
A system and method for servicing a caller at a contact center includes a plurality of call centers, each including an automatic call distributor (ACD), and an emergency response system that issues an emergency notification signal to the ACD of a call center in response to an emergency condition affecting the call center. In response, the ACD of the call center informs callers of the emergency condition, and then performs a bulk transfer of each of the active calls from the call center to one or more other call centers. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
51 Citations
10 Claims
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1. A computer-readable memory encoded with a computer program for handling active calls at a call center, when executed, the computer program operable to:
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inform callers associated with the active calls of an emergency occurring at the call center responsive to an emergency notification signal that includes a data packet message, the emergency notification signal indicative of an emergency situation occurring at the call center, the emergency situation being of a type that presents a real or perceived imminent danger to agents'"'"' ability to service the active calls at the call center; and transfer, further responsive to the emergency notification signal, all of the active calls from the call center to one or more other call centers located geographically remote to the emergency. - View Dependent Claims (2)
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3. A computer-readable memory encoded with a computer program for handling active calls at a call center, when executed, the computer program operable to:
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issue an emergency notification signal to a caller center, the emergency notification signal indicative of an emergency situation occurring at the call center, the emergency situation being of a type that presents a real or perceived imminent danger to agents'"'"' ability to service the active calls at the call center; automatically play a voice script that informs callers associated with the active calls of an emergency at the call center responsive to the emergency notification signal; and perform, further responsive to the emergency notification signal, a bulk transfer of all the active calls from the call center to one or more other call centers geographically remote from the emergency across an Internet protocol (IP) network. - View Dependent Claims (4, 5, 6)
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7. A call center for servicing a plurality of calls from a corresponding plurality of callers, comprising:
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an input/output (I/O) system that connects with a network to receive the calls; and an automatic call distributor (ACD) coupled with the I/O system, the ACD being operable to receive an emergency notification signal and, in response, to play a voice message informing the callers of an emergency condition occurring at the call center, the emergency condition being of a type that presents a real or perceived imminent danger to agents'"'"' ability to service the calls at the call center, the ACD being further operable to perform a bulk transfer of all the calls to one or more other call centers after the voice message has been played, the one or more other call centers being located geographically remote from the emergency condition occurring at the call center. - View Dependent Claims (8, 9, 10)
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Specification