Method and system for discretionary call forwarding and rerouting
OwnerKoby Jackson, Brock Jacksoninventors
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Abstract
A method for connecting a customer and employee, the method comprising; receiving, by one or more computing devices, an inquiry from a customer, analyzing, by one or more computing devices, the content of the inquiry, providing, by one or more computing devices, the inquiry to a preselected employee based on the analyzed content of the inquiry, determining, by one or more computing devices, the preselected employee is available and if the preselected employee is not available providing, by one or more computing devices, at least one other employee, connecting the employee and the customer, and providing the employee with the analyzed content from the inquiry.
Claims20
A method for connecting a customer and employee, the method comprising:
- receiving, by one or more processors, an inquiry from a customer;
- analyzing, by one or more processors, the content of the inquiry;
- providing, by one or more processors, the inquiry to a preselected employee based on the analyzed content of the inquiry;
- determining, by one or more processors, the preselected employee is available and if the preselected employee is not available providing, by one or more processors, at least one other employee;
- connecting, by one or more processors, the employee and the customer;
- and
- providing, by one or more processors the employee with the analyzed content from the inquiry.
A computer program product for connecting a customer and employee, the method comprising:
- one or more computer readable storage media and program instructions stored on the one or more computer readable storage media, the program instructions comprising:
- program instructions to receive an inquiry from a customer;
- program instructions to analyze the content of the inquiry;
- program instructions to provide the inquiry to a preselected employee based on the analyzed content of the inquiry;
- program instructions to determine the preselected employee is available and if the preselected employee is not available program instructions to provide at least one other employee;
- program instructions to connect the employee and the customer;
- and
- program instructions to provide the employee with the analyzed content from the inquiry.
A computer system for connecting a customer and employee, the method comprising:
- one or more computer processors, one or more computer readable storage media, and program instructions stored on the one or more computer readable storage media for execution by, at least one of the one or more processors, the program instructions comprising:
- program instructions to receive an inquiry from a customer;
- program instructions to analyze the content of the inquiry;
- program instructions to provide the inquiry to a preselected employee based on the analyzed content of the inquiry;
- program instructions to determine the preselected employee is available and if the preselected employee is not available program instructions to provide at least one other employee;
- program instructions to connect the employee and the customer;
- and
- program instructions to provide the employee with the analyzed content from the inquiry.
Dependencies are inferred from the claim text.