Patent · US Active

Connection routing system

US9247065B2 · kind B2 · utility

2Cited by

3References

18Claims

0Family size

Assignee

ACCENTURE GLOBAL SERVICES LIMITED · IE

Inventors

Terry L. Walls · Simi Valley, US
Anuj Bhalla · Lake Hopatcong, US
Robert Wayne Honts · Austin, US

Key dates

Filing date	Sep 15, 2014
Grant date	Jan 26, 2016
Priority date	—
Expiry date	Sep 15, 2034

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/551
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.

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