发明名称 |
Queuing and routing telephone calls |
摘要 |
A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents. |
申请公布号 |
US8068601(B2) |
申请公布日期 |
2011.11.29 |
申请号 |
US20060460212 |
申请日期 |
2006.07.26 |
申请人 |
SHAFFER SHMUEL;PATEL LABHESH;JAIN MUKUL;KUMAR SANJEEV;CISCO TECHNOLOGY, INC. |
发明人 |
SHAFFER SHMUEL;PATEL LABHESH;JAIN MUKUL;KUMAR SANJEEV |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|