×

Enterprise contact server with enhanced routing features

  • US 8,565,222 B2
  • Filed: 11/13/2009
  • Issued: 10/22/2013
  • Est. Priority Date: 11/21/1997
  • Status: Expired due to Fees
First Claim
Patent Images

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.

View all claims
  • 6 Assignments
Timeline View
Assignment View
    ×
    ×