Call management method and system for skill-based routing
US5825869A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Apr 23, 1996 |
| Grant date | Oct 20, 1998 |
| Priority date | — |
| Expiry date | Apr 23, 2016 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/00
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call-management method and system for distributing calls to individuals, such as ACD agents, include storing a resume for each individual. In the preferred embodiment, each resume includes first data indicative of call-handling capabilities of the individual and includes second data indicative of preferences of the call-management system for particular individuals to process particular types of calls. When an inbound call is received or an outbound call is generated, the call is tagged with identification of abilities advantageous to processing the calls. Thus, the desired skills for a call may be correlated with either or both of the call-handling capabilities of the individuals and the call-management preferences. Again referring to the preferred embodiment, "tagging" each call is a step of associating a skill expression with each call and includes identifying two or more desired abilities for processing the call. Each call may be tagged with a number of related or unrelated skill expressions, each with a timeout value, thereby permitting routing criteria to be changed depending upon the time that the call has been in queue. The abilities may be designated as mandatory skills a…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.