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Automatic call notification groups

  • US 8,699,695 B2
  • Filed: 09/19/2012
  • Issued: 04/15/2014
  • Est. Priority Date: 09/19/2012
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving a work item at a contact center;

    determining, by a processor, to push notification of the work item to at least one telephone communication device utilized by one or more resources, wherein the one or more resources are not required to register to receive the notification of the work item;

    prior to assigning the work item, pushing notification of the work item to the at least one telephone communication device utilized by the one or more resources, wherein the pushed notification of the work item is configured to cause the at least one telephone communication device to alert, and wherein the pushed notification is configured to allow at least one resource of the one or more resources to handle the work item by accepting the pushed notification; and

    routing the work item to the at least one resource based at least partially on the acceptance of the pushed notification.

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