Method and system using presence information to improve services provided by automatic call distribution centers
First Claim
Patent Images
1. A method for using presence information to improve automatic call distribution, comprising:
- receiving a call for connection with one of a plurality of agents;
receiving presence information from the plurality of agents, the plurality of agents comprising at least one agent that is logged off of an automatic call distributor, the presence information indicating whether the plurality of agents are draftable to receive the call;
storing the received presence information in a presence server;
detecting an indicator of a service level problem;
in response to detecting the indicator, using the presence information to identify one or more draftable agents that are not in a ready state, including using the presence information to identify at least one draftable agent of the plurality of agents that is logged off of an automatic call distributor; and
distributing the call to a selected one of the identified one or more draftable agents.
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Abstract
In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.
20 Citations
26 Claims
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1. A method for using presence information to improve automatic call distribution, comprising:
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receiving a call for connection with one of a plurality of agents; receiving presence information from the plurality of agents, the plurality of agents comprising at least one agent that is logged off of an automatic call distributor, the presence information indicating whether the plurality of agents are draftable to receive the call; storing the received presence information in a presence server; detecting an indicator of a service level problem; in response to detecting the indicator, using the presence information to identify one or more draftable agents that are not in a ready state, including using the presence information to identify at least one draftable agent of the plurality of agents that is logged off of an automatic call distributor; and distributing the call to a selected one of the identified one or more draftable agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An automatic call distribution system, comprising:
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a presence server operable to; receive presence information from a plurality of agents, the plurality of agents comprising at least one agent that is logged off of an automatic call distributor, the presence information indicating whether the plurality of agents are draftable to receive a call; and store the presence information for the plurality of agents; a processor in communication with the presence server and operable to; receive the call for connection with one of the plurality of agents; detect an indicator of a service level problem; and in response to detecting the indicator, use the presence information to identify one or more draftable agents that are not in a ready state, including using the presence information to identify at least one draftable agent of the plurality of agents that is logged off of the automatic call distributor; and a distributor in communication with the processor and operable to distribute the call to a selected one of the identified one or more draftable agents. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. An automatic call distribution system, comprising:
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means for receiving a call for connection with one of a plurality of agents; means for receiving presence information from the plurality of agents, the plurality of agents comprising at least one agent that is logged off of an automatic call distributor, the presence information indicating whether the plurality of agents are draftable to receive the call; means for storing the received presence information; means for detecting an indicator of a service level problem; means for using the presence information to identify one or more draftable agents that are not in a ready state in response to detecting the indicator, including using the presence information to identify at least one draftable agent of the plurality of agents that is logged off of the automatic call distributor; and means for distributing the call to a selected one of the identified one or more draftable agents.
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26. Logic embodied in a non-transitory computer readable medium, the non-transitory computer readable medium comprising instructions, the instructions when executed by a processor operable to cause the processor to:
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receive a call for connection with one of a plurality of agents; receive presence information from the plurality of agents, the plurality of agents comprising at least one agent that is logged off of an automatic call distributor, the presence information indicating whether the plurality of agents are draftable to receive the call; store the received presence information in a presence server; detect an indicator of a service level problem; in response to detecting the indicator, use the presence information to identify one or more draftable agents that are not in a ready state, including using the presence information to identify at least one draftable agent of the plurality of agents that is logged off of the automatic call distributor; and distribute the call to a selected one of the identified one or more draftable agents.
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Specification