Call queuing for location-aware mobile devices
DCFirst Claim
1. A method for dispatching a call to a queue agent extension in a call center, the method comprising:
- obtaining data identifying a plurality of criteria for answering a first call in a call queue, the criteria comprising a skill level criterion and a call center criterion;
setting the availability status of a queue agent extension to answer the first call based on whether a skill level associated with the queue agent extension satisfies the skill level criterion and the call center satisfies the call center criterion; and
responsive to the availability status of the queue agent extension showing that the queue agent extension is available to answer the first call, dispatching the first call to the queue agent extension.
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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.
23 Citations
17 Claims
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1. A method for dispatching a call to a queue agent extension in a call center, the method comprising:
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obtaining data identifying a plurality of criteria for answering a first call in a call queue, the criteria comprising a skill level criterion and a call center criterion; setting the availability status of a queue agent extension to answer the first call based on whether a skill level associated with the queue agent extension satisfies the skill level criterion and the call center satisfies the call center criterion; and responsive to the availability status of the queue agent extension showing that the queue agent extension is available to answer the first call, dispatching the first call to the queue agent extension. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system comprising one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to perform operations for dispatching a call to a queue agent extension in a call center, the operations comprising:
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obtaining data identifying a plurality of criteria for answering a first call in the call queue, the criteria comprising a skill level criterion and a call center criterion; setting the availability status of a queue agent extension to answer the first call based on whether a skill level of the queue agent extension satisfies the skill level criterion and the call center satisfies the call center criterion; and responsive to the availability status of the queue agent extension showing that the queue agent extension is available to answer the first call, dispatching the first call to the queue agent extension. - View Dependent Claims (8, 9, 10, 11, 12)
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13. 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 for dispatching a call to a queue agent extension in a call center, the operations, the operations comprising:
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obtaining data identifying a plurality of criteria for answering a first call in the call queue, the criteria comprising a skill level criterion and a call center criterion; setting the availability status of a queue agent extension to answer the first call based on whether the skill level of the queue agent extension satisfies the skill level criterion and the call center satisfies the call center criterion; and responsive to the availability status of the queue agent extension showing that the queue agent extension is available to answer the first call, dispatching the first call to the queue agent extensions. - View Dependent Claims (14, 15, 16, 17)
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Specification