Large Call Queue Batch Ringing
AssigneeZoom Video Communications, Inc.
InventorsFengkai Zhang, Hongjian Zhao
Life of this patent
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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 the online agents of the call queue that have an idle call status. 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:
- responsive to receiving an incoming call, determining a call status of online agents in a call queue;
- determining a group size of a first agent group and a second agent group based on the online agents in the call queue that have an idle call status;
- 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 call status of online agents in a call queue in response to an incoming call;
- determine a group size of a first agent group and a second agent group based on the online agents in the call queue that have an idle call status;
- 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 call status of online agents in a call queue in response to an incoming call;
- determine a group size of a first agent group and a second agent group based on the online agents in the call queue that have an idle call status;
- 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.