System and method for distributing and routing calls in a call center
US7110523B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 30, 2003 |
| Grant date | Sep 19, 2006 |
| Priority date | — |
| Expiry date | Jun 23, 2024 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5237
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer system and method is disclosed that includes a call queue server that receives incoming calls and routes the calls to a telephone at the agent's workstation only after the agent accepts the request to take the call. A system and method is disclosed that includes a plurality of call queue servers, a queue monitor server, and a plurality of agent workstations, for distributing calls across multiple call center locations. Each call queue server receiving an incoming call sends a notification to the queue monitor server that in turn notifies each of the remaining call queue servers about the call. Each call queue server is thus able to maintain a current view of all activity across multiple call centers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.