Tiered call routing
US9247064B2 · kind B2 · utility
0Cited by
4References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 12, 2013 |
| Grant date | Jan 26, 2016 |
| Priority date | — |
| Expiry date | Jul 12, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.