Call queuing for location-aware mobile devices
First Claim
1. A method comprising:
- designating, by a call control manager, a call extension as a queue agent extension for answering calls in a call queue;
identifying, by the call control manager, one or more mobile devices for answering a call to the queue agent extension; and
determining, by the call control manager, an availability status for the queue agent extension, comprising;
determining a respective geographic location of each of the one or more mobile devices, andsetting the availability status of the queue agent extension to indicate that the queue agent extension is available to answer calls from the call queue based on the geographic locations of the one or more mobile devices.
3 Assignments
0 Petitions
Accused Products
Abstract
A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA'"'"'s availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA'"'"'s availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.
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Citations
20 Claims
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1. A method comprising:
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designating, by a call control manager, a call extension as a queue agent extension for answering calls in a call queue; identifying, by the call control manager, one or more mobile devices for answering a call to the queue agent extension; and determining, by the call control manager, an availability status for the queue agent extension, comprising; determining a respective geographic location of each of the one or more mobile devices, and setting the availability status of the queue agent extension to indicate that the queue agent extension is available to answer calls from the call queue based on the geographic locations of the one or more mobile devices. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system comprising:
a call control manager comprising one or more computers and one or more non-transitory storage devices storing instructions that when executed by the one or more computers cause the one or more computers to perform operations comprising; designating a call extension as a queue agent extension for answering calls in a call queue; identifying one or more mobile devices for answering a call to the queue agent extension; and determining an availability status for the queue agent extension, comprising; determining a respective geographic location of each of the one or more mobile devices, and setting the availability status of the queue agent extension to indicate that the queue agent extension is available to answer calls from the call queue based on the geographic locations of the one or more mobile devices. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A computer program product encoded on one or more non-transitory computer storage media, the computer program product comprising instructions that when executed by one or more computers cause the one or more computers to perform operations comprising:
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designating, by a call control manager, a call extension as a queue agent extension for answering calls in a call queue; identifying, by the call control manager, one or more mobile devices for answering a call to the queue agent extension; and determining, by the call control manager, an availability status for the queue agent extension, comprising; determining a respective geographic location of each of the one or more mobile devices, and setting the availability status of the queue agent extension to indicate that the queue agent extension is available to answer calls from the call queue based on the geographic locations of the one or more mobile devices. - View Dependent Claims (18, 19, 20)
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Specification