Contact center routing

US8718272B2 · kind B2 · utility

Assignee

• Verizon Patent and Licensing Inc. · US

Inventors

• Prashant Desai · Land O' Lakes, US
• Juan Vasquez · Tampa, US
• Chadd Thompson · Powell, US
• George Gorney · Dallas, US
• Mayuresh Mohan Hegde · Coppell, US
• Parind S. Poi · Lewisville, US
• Haridas Bhogade · Lakeland, US

Key dates

• Filing date: Mar 1, 2011
• Grant date: May 6, 2014
• Expiry date: Jul 18, 2031

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/551
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.