System and method for monitoring and routing incoming calls
US6829349B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 31, 2000 |
| Grant date | Dec 7, 2004 |
| Priority date | — |
| Expiry date | Apr 26, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5183
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method is provided for monitoring and routing incoming communications to an agent in an organization. In accordance with the system and method of the invention, a communication control system is provided that includes a server side and a client side. The server side includes a computer telephone integration (CTI) server. The CTI server is connected to a phone switch via an interface application, and includes a call routing server. The communication control system also includes a client side. The client side may include an agent application, an attendant application, and a configuration application. The call routing server monitors all calls coming into an organization which are to an agent or an attendant and routes the calls based on various parameters. The call routing server provides various information to the agent application and the attendant application based on the incoming call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.