Batch ringing for large call queues
AssigneeZoom Video Communications, Inc.
InventorsFengkai Zhang, Hongjian Zhao
Life of this patent
Estimating the term…
Abstract
Calls for large call queues are handled by a system that assigns agents of a call queue to one of a first group or a second group. A size of the first group or the second group is based on a number of agents in the call queue that are online. The system batch rings each agent of the first group when an incoming call is received. If the incoming call is unanswered by the first group, the system batch rings each agent of the second group.
Claims20
A method, comprising:
- determining a group size of a first agent group and a second agent group based on online agents of a call queue;
- assigning the online agents to the first agent group or to the second agent group based on a rotating structure and a respective agent idle time;
- responsive to receiving an incoming call, batch ringing each agent of the first agent group;
- and
- batch ringing each agent of the second agent group when the incoming call is unanswered by an agent of the first agent group.
A system, comprising:
- a server configured to:
- determine a group size of a first agent group and a second agent group based on online agents of a call queue;
- assign the online agents to the first agent group or the second agent group based on a rotating structure and a respective agent idle time;
- responsive to an incoming call, batch ring each agent of the first agent group;
- and
- batch ring each agent of the second agent group when the incoming call is unanswered by an agent of the first agent group.
A non-transitory computer-readable medium comprising instructions stored on a memory, that when executed by a processor, cause the processor to:
- determine a group size of a first agent group and a second agent group based on online agents of a call queue;
- assign the online agents to the first agent group or the second agent group based on a rotating structure and a respective agent idle time;
- responsive to an incoming call, batch ring each agent of the first agent group;
- and
- batch ring each agent of the second agent group when the incoming call is unanswered by an agent of the first agent group.
Dependencies are inferred from the claim text.