Method and system for handling calls at an automatic call distributor
First Claim
Patent Images
1. A method for handling calls at an automatic call distributor, comprising:
- receiving from a first caller a first call for distribution to one of a plurality of agents;
receiving from the first caller a first request associated with the first call;
linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and
receiving from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers;
in return for receiving the indication that the first caller is willing to participate in the group session, prioritizing the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents;
distributing for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.
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Accused Products
Abstract
A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
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Citations
31 Claims
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1. A method for handling calls at an automatic call distributor, comprising:
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receiving from a first caller a first call for distribution to one of a plurality of agents; receiving from the first caller a first request associated with the first call; linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and receiving from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers; in return for receiving the indication that the first caller is willing to participate in the group session, prioritizing the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents; distributing for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A system for handling calls at an automatic call distributor, comprising:
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an interface operable to; receive from a first caller a first call for distribution to one of a plurality of agents; and receive from the first caller a first request associated with the first call; receive from the first caller an indication that the first caller is willing to participate in a group session with one or more additional callers; a processor coupled to the interface and operable to; in return for receiving the indication that the first caller is willing to participate in the group session, prioritize the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents; link the first request to one or more additional requests associated with one or more additional calls from the one or more additional callers; and distribute for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A system for handling calls at an automatic call distributor, comprising:
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means for receiving from a first caller a first call for distribution to one of a plurality of agents; means for receiving from the first caller a first request associated with the first call; means for linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and means for receiving from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers; means for, in return for receiving the indication that the first caller is willing to participate in the group session, prioritizing the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents; means for distributing for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.
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28. Logic embodied in a non-transitory computer readable medium, the computer readable medium comprising code operable to:
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receive from a first caller a first call for distribution to one of a plurality of agents; receive from the first caller a first request associated with the first call; link the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and receive from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers; in return for receiving the indication that the first caller is willing to participate in the group session, prioritize the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents; distribute for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.
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29. A method for handling calls at an automatic call distributor, comprising:
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receiving from a first caller a first call for distribution to one of a plurality of agents; receiving from the first caller a first request associated with the first call; distributing the first call to a first agent of the plurality of agents for handling by the first agent; receiving one or more additional calls from one or more additional callers, the one or more additional calls comprising one or more additional requests; placing the one or more additional calls in a queue; linking the first request to the one or more additional requests; and removing the one or more additional calls based on the linking before the one or more additional calls reach a front of the queue; distributing the one or more additional calls to the first agent while the first agent is handling the first call so that the first agent can handle first call and the one or more additional calls in a conference in which the first caller, the one or more additional callers, and the first agent can communicate. - View Dependent Claims (30)
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31. A system for handling calls at an automatic call distributor, comprising:
an interface operable to; receive from a first caller a first call for distribution to one of a plurality of agents; receive from the first caller a first request associated with the first call; and receive one or more additional calls from one or more additional callers, the one or more additional calls comprising one or more additional requests; and a processor coupled to the interface and operable to; distribute the first call to a first agent of the plurality of agents for handling by the first agent; place the one or more additional calls in a queue; link the first request to the one or more additional requests; and remove the one or more additional calls based on the linking before the one or more additional calls reach a front of the queue; and distribute the one or more additional calls to the first agent while the first agent is handling the first call so that the first agent can handle first call and the one or more additional calls in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.
Specification