Method and system for informing callers within a queue
US6847715B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Jul 12, 2000 |
| Grant date | Jan 25, 2005 |
| Priority date | — |
| Expiry date | Apr 3, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13378
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for implementing a technique for operatively integrating an automatic call distributor and an interactive voice response unit is disclosed. Upon receiving and storing an interaction input from a caller seeking information, the automatic call distributor determines the availability of an agent workstation to respond to the interaction input. The interactive voice response unit provides the caller with access to the information when the automatic call distributor determines an agent workstation is unavailable to respond to the interaction input. The automatic call distributor transmits the interaction input to an appropriate agent workstation whenever that particular agent workstation becomes available to respond to the interaction input.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.