Automated agent availability detection
US8718264B2 · kind B2 · utility
2Cited by
33References
4Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | May 22, 2008 |
| Grant date | May 6, 2014 |
| Priority date | — |
| Expiry date | Jan 25, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for automatically detecting status of an agent in a call center is provided. The system may have a call center management system with a plurality of agent workstations coupled to the call center management system and a plurality of telephones associated with the agent workstations. The system may also have a switch that automatically connects calls to the telephones. An off-hook detector automatically detects a manually initiated off-hook status of at least one of the telephones and signals the switch that the agent at the telephones is unavailable. The switch may then avoid connecting a call to the unavailable agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.