Enterprise contact server with enhanced routing features
First Claim
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1. A method comprising:
- storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers;
receiving, by the server and after a first communications link is established between a device associated with a customer and a company web server, a telephone call request from the customer;
identifying, in the memory and using identification information associated with the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers,the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent and the telephone call request;
determining, by the server, whether the first call center agent is available;
when the first call center agent is not available;
identifying, in the memory and using the identification information associated with the customer, information identifying a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers,the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the telephone call request,the second call center agent being different than the first call center agent, andthe second call center being different than the first call center; and
causing, by the server, a second communications link to be established between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and
when the first call center agent is available;
causing, by the server, a second communications link to be established between the device associated with the first call center agent and the device with the customer.
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Accused Products
Abstract
A server may include logic configured to receive a call-back request from a customer, where the call-back request includes an identifier associated with the customer. The server may further include logic configured to identify, based on the identifier, a call center from a group of call centers having a group of agents qualified to handle the call-back request; and logic configured to forward the call-back request to the identified call center, where the call-back request causes the identified call center to select one of the group of agents to handle the call-back request.
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Citations
24 Claims
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1. A method comprising:
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storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers; receiving, by the server and after a first communications link is established between a device associated with a customer and a company web server, a telephone call request from the customer; identifying, in the memory and using identification information associated with the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers, the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent and the telephone call request; determining, by the server, whether the first call center agent is available; when the first call center agent is not available; identifying, in the memory and using the identification information associated with the customer, information identifying a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers, the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the telephone call request, the second call center agent being different than the first call center agent, and the second call center being different than the first call center; and causing, by the server, a second communications link to be established between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and when the first call center agent is available; causing, by the server, a second communications link to be established between the device associated with the first call center agent and the device with the customer. - View Dependent Claims (2, 3)
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4. A server comprising:
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logic, implemented at least partially in hardware, to store, in a memory, information identifying one or more skills of each of a plurality of call center agents located at a plurality of different call centers; logic, implemented at least partially in hardware, to receive a telephone call-back request from a device associated with a customer that is accessing a web server; logic, implemented at least partially in hardware, to identify, in the memory and using identification information of the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of call centers, the information identifying the first call center agent being identified based on the information identifying the one or more skills, of the first call center agent, relating to the telephone call-back request; logic, implemented at least partially in hardware, to determine whether the first call center agent is available; logic, implemented at least partially in hardware, to identify, a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers, when the first call center agent is not available, the second call center agent being different than the first call center agent, and the second call center being different than the first call center; and logic, implemented at least partially in hardware, to forward the telephone call-back request to the second call center to cause a communications link to be established between the device associated with the customer and a device associated with the second call center agent, when the first call center agent is not available and the second call center agent is available; and logic, implemented at least partially in hardware, to forward the telephone call-back request to the first call center to cause the communications link to be established between a device associated with the first call center agent and the device associated with the customer, when the first call center agent is available. - View Dependent Claims (5, 6, 7, 8)
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9. A method comprising:
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storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers; receiving, by the server, a telephone call-back request from a device associated with a customer after a first communications link is established between the device associated with the customer and a web server; identifying, in the memory and using information identifying at least one skill associated with the telephone call-back request of the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers, the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent and the telephone call-back request; determining, by the server, whether the first call center agent is available; when the first call center agent is not available; identifying, in the memory and using the information identifying the at least one skill associated with the telephone call-back request, information identifying a second call center agent, of the plurality of call center agents, located at a second call center, of the plurality of different call centers, that is different than the first call center, the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the telephone call-back request, and the second call center agent being different than the first call center agent; and transmitting the telephone call-back request to the second call center to establish a second communications link between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and
when the first call center agent is available;transmitting the telephone call-back request to the first call center to establish the second communications link between the device associated with the customer and a device associated with the first call center agent. - View Dependent Claims (10)
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11. A server comprising:
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logic, implemented at least partially in hardware, to store, in a memory, information identifying one or more skills of each agent of a plurality of agents located at a plurality of different call centers; logic, implemented at least partially in hardware, to receive a call-back request from a customer and information identifying at least one skill associated with the call-back request of the customer, after a first communications link between a device associated with the customer and a company web server is established; logic, implemented at least partially in hardware, to identify, based on the information identifying the at least one skill, information identifying a first agent of the plurality of agents, located at a first call center of the plurality of different call centers, to handle the call-back request, the information identifying the first agent being identified based on the information identifying the one or more skills of the first agent and the call-back request; logic, implemented at least partially in hardware, to forward the call-back request to the first call center, when the first agent is available, to cause a second communications link to be established between a device associated with the first agent and the device associated with the customer; logic, implemented at least partially in hardware, to identify information identifying a second agent, of the plurality of agents, to handle the call-back request, when the first agent is not available, the second agent being located at a second call center of the plurality of different call centers, the second agent being different than the first agent, the information identifying the second agent being selected based on the information identifying the one or more skills of the second agent and the call-back request, and the second call center being different than the first call center; and logic, implemented at least partially in hardware, to forward the call-back request to the second call center, when the second agent is available and the first agent is not available, to cause a third communications link to be established between a device associated with the second agent and the device associated with the customer. - View Dependent Claims (12, 13, 14)
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15. A method comprising:
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storing, by a server and in a memory, information identifying one or more skills of each agent of a plurality of agents located at a plurality of different call centers; receiving, by a server, a call-back request from a customer, the call-back request including information identifying at least one skill associated with the call-back request of the customer; identifying, by the server and based on the information identifying the at least one skill information identifying a first agent, of the plurality of agents, located at a first call center of the plurality of different call centers, to handle the call-back request, the information identifying the first agent being identified, in the memory, based on the information identifying the one or more skills of the first agent and the call-back request; when the first agent is available; forwarding, by the server, the call-back request to the first call center, the call-back request causing the first call center to establish a communications link between a device of the customer and a device of the first agent; and when the first agent is not available; identifying, by the server and in the memory, information identifying a second agent, of the plurality of agent, located at a second call center of the plurality of different call centers, the information identifying the second agent being identified based on the one or more skills of the second agent and the call-back request, the second agent being different than the first agent, and the second call center being different that the first call center; and forwarding, by the server, the call-back request to the second call center, when the second agent is available, to establish a communication link between the device of the customer and a device of the second agent. - View Dependent Claims (16, 17)
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18. A method comprising:
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storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers; receiving, by the server, a call request from a customer, after a first communications link is established between a device associated with the customer and a company web server; identifying, by the server, in the memory and using information identifying at least one skill associated with the call request of the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers, the information identifying the first call center agent being identified based the information identifying the one or more skills of the first call center agent and the call request; determining, by the server, whether the first call center agent is available; when the first call center agent is not available; identifying, in the memory and using the information identifying the at least one skill associated with the call request of the customer, information identifying a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers, the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the call request, the second call center agent being different than the first call center agent, and the second call center being different than the first call center; and forwarding, by the server, the call request to the second call center to establish a second communications link between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and when the first call center agent is available; forwarding, by the server, the call request to the first call center to establish a second communications link between a device associated with the first call center agent and the device associated with the customer. - View Dependent Claims (19, 20)
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21. A method comprising:
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storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers; receiving, by the server a call request from a customer after a first communications link is established between a device associated with the customer and a company web server is established; identifying, by the server, in the memory and using identification information of the customer relating to at least one skill associated with the customer, information identifying a first call center agent and a second call center agent, of the plurality of call center agents, the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent, the first call center agent being located at a first call center of the plurality of different call centers, the information identifying the second call center agent being identified based the information identifying the one or more skills of the second call center agent, the second call center agent being located at a second call center, of the plurality of different call centers, that is different than the first call center, the second call center agent being different than the first call center agent; determining whether the first call center agent is available; when the first call center agent is not available; determining whether the second call center agent is available; and forwarding the call request to the second call center to establish a second communications link between the device associated with the customer and a device associated with the second call center agent, when the second call center agent is available; and forwarding the call request to the first call center to establish a second communications link between a device associated with the first call center agent and the device associated with the customer, when the first call center agent is available. - View Dependent Claims (22, 23, 24)
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Specification