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Unified call routing in social hunt groups

  • US 9,667,783 B2
  • Filed: 02/27/2014
  • Issued: 05/30/2017
  • Est. Priority Date: 02/27/2014
  • Status: Expired due to Fees
First Claim
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1. A computer program product for routing calls within a first hunt group including a plurality of hunt group members, the computer program product comprising a computer readable storage medium having stored thereon:

  • first program instructions programmed to determine a first routing order for routing an incoming call to a plurality of members of the first hunt group;

    second program instructions programmed to monitor, for a period of time, responses to customers of at least a first member and a second member of the plurality of members to obtain, for the period of time, a first monitoring result corresponding to the first member and a second monitoring result corresponding to the second member, wherein the first monitoring result includes a first count of responses corresponding to the first member, and wherein the second monitoring result includes a second count of responses corresponding to the second member;

    third program instructions programmed to establish a ranking between the first member and the second member based at least in part on the first count of responses and the second count of responses;

    fourth program instructions programmed to revise the first call routing order to a second call routing order based, at least in part, on the ranking between the first member and the second member; and

    fifth program instructions programmed to monitor, for the period of time, posts submitted by the first member and the second member;

    wherein;

    the first monitoring result further includes a first number of posts to a particular blog by the first member;

    the second monitoring result further includes a second number of posts to the particular blog by the second member; and

    the ranking is further based at least in part on the first number of posts and the second number of posts during the period of time.

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