Method and system for automatic call distribution
AssigneeCisco Technology, Inc.
InventorsShmuel Shaffer, Joseph Khouri, Gebran Chahrouri, Labhesh Patel
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Abstract
A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.
Claims45
A method for automatic call distribution, comprising:
- detecting that a first agent is communicating on a first call;
- detecting that the first call involves a predefined low priority communication;
- and
- transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call.
An automatic call distribution system, comprising:
- a presence server operable to detect that a first agent is communicating on a first call;
- a processor operable to detect that the first call involves a predefined low priority communication;
- and
- the presence server operable to transition the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call.
An automatic call distribution system, comprising:
- means for detecting that a first agent is communicating on a first call;
- means for detecting that the first call involves a predefined low priority communication;
- and
- means for transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call.
Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:
- detect that a first agent is communicating on a first call;
- detect that the first call involves a predefined low priority communication;
- and
- transition the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call.
A method for automatic call distribution, comprising:
- detecting that a first agent is communicating on a first call, the first call comprising a non-business call;
- receiving an indication from the first agent through an agent interface that the first call involves a predefined low priority communication;
- transitioning the first agent to an on-call ready state based on the first call, the on-call ready state indicating that the first agent is ready to receive an additional call while communicating on the first call;
- receiving a second call for connection with an agent;
- alerting the first agent of the second call through an on-call ready ring, the on-call ready ring extending for a longer period of time than a ring alerting a ready agent of an incoming call when the ready agent is not in the on-call ready state;
- automatically transitioning the first agent to a not ready state if the first agent does not answer the second call, the not ready state indicating that the first agent is not ready to receive an incoming call;
- and
- automatically transitioning the first agent from the not ready state to a ready state when the first call is terminated.
Dependencies are inferred from the claim text.