Enterprise contact server with enhanced routing features
First Claim
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1. A method comprising:
- receiving, by a server, a call-back request of a customer;
identifying, by the server, a plurality of different call centers, each of the plurality of different call centers being associated with one or more agents to handle the call-back request, the plurality of different call centers being identified based on;
the call-back request, anda respective qualification of each of the one or more agents;
sending, by the server, a message, to each of the plurality of different call centers, to query a status of each of the one or more agents to handle the call-back request,the status of each of the one or more agents indicating an availability of the agent to handle the call-back request;
receiving, by the server and from a particular call center of the plurality of different call centers, a response to the message, the response indicating whether a particular agent, of the one or more agents associated with the particular call center, is available to handle the call-back request,the particular call center being the first to respond to the message; and
forwarding, by the server, the call-back request to the particular call center based on;
the response of the particular call center, andthe particular call center being the first to respond to the message.
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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.
66 Citations
18 Claims
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1. A method comprising:
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receiving, by a server, a call-back request of a customer; identifying, by the server, a plurality of different call centers, each of the plurality of different call centers being associated with one or more agents to handle the call-back request, the plurality of different call centers being identified based on; the call-back request, and a respective qualification of each of the one or more agents; sending, by the server, a message, to each of the plurality of different call centers, to query a status of each of the one or more agents to handle the call-back request, the status of each of the one or more agents indicating an availability of the agent to handle the call-back request; receiving, by the server and from a particular call center of the plurality of different call centers, a response to the message, the response indicating whether a particular agent, of the one or more agents associated with the particular call center, is available to handle the call-back request, the particular call center being the first to respond to the message; and forwarding, by the server, the call-back request to the particular call center based on; the response of the particular call center, and the particular call center being the first to respond to the message. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A device comprising:
a processor to execute instructions, stored in a memory, to; receive a call-back request of a customer; identify a plurality of different call centers, each of the plurality of different call centers being associated with one or more agents to handle the call-back request, each of the plurality of different call centers being identified based on one or more skills, of each of the one or more agents, relating to the call-back request; identify a particular call center of the plurality of different call centers based on a quantity of the one or more agents, associated with the particular call center, being greater than a quantity of the one or more agents associated with other one or more of the plurality of different call centers; send a message, to the identified particular call center, to query a status of the one or more agents associated with the particular call center; receive a response, from the particular call center and to the message, indicating whether a particular agent, of the one or more agents associated with the particular call center, is available to handle the call-back request; and forward the call-back request to the identified particular call center based on receiving the response, from the particular call center, to the message. - View Dependent Claims (9, 10, 11, 12)
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13. A non-transitory computer-readable medium storing instructions, the instructions comprising:
a plurality of instructions which, when executed by a server, causes the server to; receive a call-back request of a customer; identify a plurality of different call centers, each of the plurality of different call centers being associated with one or more agents to handle the call-back request, the plurality of different call centers being identified based on; the call-back request, and a respective qualification of each of the one or more agents; send a message, to each of the plurality of different call centers, to query a status of each of the one or more agents associated with a respective one of the plurality of different call centers, the status of each of the one or more agents indicating an availability of the agent to handle the call-back request; receive, from a particular call center of the plurality of different call centers, a response to the message, the response indicating whether a particular agent, of the one or more agents associated with the particular call center, is available to handle the call-back request, the particular call center being the first to respond to the message; and forward the call-back request to the particular call center based on; the response of the particular call center, and the particular call center being the first to respond to the message. - View Dependent Claims (14, 15, 16, 17, 18)
Specification