Telephone call handling system
US5299260A · kind A · utility
Assignee
Inventor
Key dates
| Filing date | Jul 29, 1993 |
| Grant date | Mar 29, 1994 |
| Priority date | — |
| Expiry date | Jul 29, 2013 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13516
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for automatically handling incoming telephone calls. The system receives an incoming call and telephony information about the incoming call, and, using a call discrimination subsystem and based on the telephony information, assigns control of the call to one of a plurality of possible application programs. At least one application program includes queries for obtaining further information about the call and returns control of the call to the call discrimination subsystem to reassign the call based on the telephony information and the further information. The system selects an application program by comparing telephony information about the call with telephony digit patterns that correspond to different types of telephony information and that have been input by a user to be associated with an application program. Other features of the system are directed to selecting agents to handle incoming calls based on a list of quantitative agent performance values that are continuously updated by a monitoring system. In some cases, multiple, user-selectable lists are maintained. Also, offset values are used to modify the agent performance values when selecting an agent. When an agent…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.