Communications handling center and communications forwarding method using agent attributes
US6314177A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Dec 22, 1998 |
| Grant date | Nov 6, 2001 |
| Priority date | — |
| Expiry date | Dec 22, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/1328
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center forwards incoming communications, such as telephone calls, by determining handling requirements, including an appropriate handling queue and required agent attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent. Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling center, by reducing the number of queues that must be maintained.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.