Patent · US Active

Method and system for handling calls at an automatic call distributor

US7970117B2 · kind B2 · utility

2Cited by

10References

31Claims

0Family size

Assignee

Cisco Technology, Inc. · US

Inventors

Shmuel Shaffer · Palo Alto, US
Shantanu Sarkar · San Jose, US
Labhesh Patel · San Francisco, US
Aaron Tong · San Jose, US
Martin R. Eppel · Santa Clara, US

Key dates

Filing date	Jul 18, 2005
Grant date	Jun 28, 2011
Priority date	—
Expiry date	Nov 13, 2028

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/523
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.