公开(公告)号：US10165120B2

公开(公告)日：2018-12-25

申请号：US14853342

申请日：2015-09-14

Applicant: ASD Inc., a PA Corp.

Inventor： Martin Czachor, Jr. ,  Kevin Czachor ,  Norman Franke ,  Gary Foster

IPC: H04M3/51 ,  H04M3/58 ,  H04M3/523

Abstract: To respond to a call from a client to an organization, the call is directed to a lower-level agent associated with the organization for answering thereby. The lower-level agent employs a computing system of the organization, where the computing system includes an actuation device for initiating contact with a higher-level agent of the organization if it is determined that the calling client is calling regarding a matter worthy of escalation from the lower-level agent to the higher-level agent. A selection from the lower-level agent is received during the call of the actuation device to escalate the call from the lower-level agent to the higher-level agent, and in response to the received selection of the actuation device the call is escalated from the lower-level agent to the higher level agent.