Processing multi-party calls in a contact center
US8218753B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 22, 2008 |
| Grant date | Jul 10, 2012 |
| Priority date | — |
| Expiry date | May 11, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2044
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.