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US 10,708,428 B2Granted
System and method for site aware routing for callback
OwnerVladimir Mezhibovsky, Nikolay Korolev +3inventors
InventorsVladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
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Abstract
A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
Claims20
A system, comprising:
- a processor and a memory, where the memory stores instructions that, when executed by the processor, cause the processor to:
- identify a voice callback request;
- determine that a callback call is to be initiated for the voice callback request;
- predict a first likelihood that a first agent associated with a first agent station will be available for handling the callback call, the first agent station being associated with a first call server located at a first geographic site same as the first geographic site of the first agent station;
- predict a second likelihood that a second agent associated with a second agent station will be available for handling the callback call, the second likelihood being lower than the first likelihood, the second agent station being associated with a second call server located at a second geographic site same as the second geographic site of the second agent station;
- select the first agent as the predicted agent based on the prediction;
- identify a geographic site associated with the first agent station;
- select the first call server from among the first and second call servers based on the identifying the geographic site associated with the first agent station;
- initiate the callback call via the first call server;
- and
- establish the callback call with the first agent station at the same first geographic site as the first call server where the callback call is initiated.
8 more elements
A method, comprising:
- identifying, by a processor, a voice callback request;
- determining, by the processor, that a callback call is to be initiated for the voice callback request;
- predicting, by the processor, a first likelihood that a first agent associated with a first agent station will be available for handling the callback call, the first agent station being associated with a first call server located at a first geographic site same as the first geographic site of the first agent station;
- predicting, by the processor, a second likelihood that a second agent associated with a second agent station will be available for handling the callback call, the second likelihood being lower than the first likelihood, the second agent station being associated with a second call server located at a second geographic site same as the second geographic site of the second agent station;
- selecting, by the processor, the first agent as the predicted agent based on the prediction;
- identifying, by the processor, a geographic site associated with the first agent station;
- select the first call server from among the first and second call servers based on the identifying the geographic site associated with the first agent station;
- initiating, by the processor, the callback call via the first call server;
- and
- establishing, by the processor, the callback call with the first agent station at the same first geographic site as the first call server.
7 more elements
Dependencies are inferred from the claim text.