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AssigneeAT&T Intellectual Property I, L.P.
InventorRobin WILLIAMS
Estimating the term…
Processing a communication received at a communications center over a communications network includes determining whether a sender of the communication sent previous communications to a communications center based on identification information obtained from the communication. Communication is routed to an agent, from a first group of agents, when it is determined that the sender did not send previous communications to the communications center. The communication is processed by generating a report by the agent from the first group of agents. Communication is routed to an agent, from a second group of agents, when it is determined that the sender sent send previous communications to the communications center. The communication is re-processed by retrieving an existing report by the agent from the second group of agents.
A method for processing a communication received at a communications center over a communications network, comprising:
A call routing system for routing a communication received at a communications center over a communications network, the call routing system determining whether a sender of the communication sent previous communications to a communications center based on identification information obtained from the communication, the call routing system routing the communication to a first agent, from a first group of agents, that generates a report when it is determined that the sender did not send previous communications to the communications center, and the call routing system routing the communication to a second agent, from a second group of agents, that retrieves an existing report when it is determined that the sender sent previous communications to the communications center.
A device for routing a communication received at a communications center over a communications network, the device determining whether a sender of the communication sent previous communications to a communications center based on identification information obtained from the communication, the device routing the communication to a first agent, from a first group of agents, that generates a report when it is determined that the sender did not send previous communications to the communications center, and the device routing the communication to a second agent, from a second group of agents, that retrieves an existing report when it is determined that the sender sent previous communications to the communications center,
Dependencies are inferred from the claim text.