Invention Grant
US08345854B2 Method and system using presence information to improve services provided by automatic call distribution centers
有权
使用存在信息的方法和系统来改善由自动呼叫分配中心提供的服务
- Patent Title: Method and system using presence information to improve services provided by automatic call distribution centers
- Patent Title (中): 使用存在信息的方法和系统来改善由自动呼叫分配中心提供的服务
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Application No.: US11058874Application Date: 2005-02-16
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Publication No.: US08345854B2Publication Date: 2013-01-01
- Inventor: Shmuel Shaffer , Gebran G. Chahrouri , Labhesh Patel , Joseph F. Khouri
- Applicant: Shmuel Shaffer , Gebran G. Chahrouri , Labhesh Patel , Joseph F. Khouri
- Applicant Address: US CA San Jose
- Assignee: Cisco Technology, Inc.
- Current Assignee: Cisco Technology, Inc.
- Current Assignee Address: US CA San Jose
- Agency: Baker Botts L.L.P.
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.
Public/Granted literature
Information query
