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US 6,272,216 B1Granted
Customer self routing call center
AssigneeAvaya Technology Corp.
InventorChristos Vaios
Life of this patent
Estimating the term…
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AssigneeAvaya Technology Corp.
InventorChristos Vaios
Estimating the term…
A self-routing calling center system provides the caller with a graphical display showing a plurality of resources. The resources may include voice telephone by which the caller talks to an agent, a video device, a voice mail system, an electronic mail system or a wireless electronic communication system. The information may include, for example, the background, capabilities or credentials of the human agents, and the specifications and location of hardware resources. The system allows a customer to select multiple preferred agents and/or resources, and initiate multiple calls. Subsequently, the caller can connect to the first one of the preferred agents to become available, while simultaneously dropping the other calls. The system also provides a customer with information about routing alternatives, if any of the agents can be reached at an alternate telephone. While the caller is waiting from the requested agents or resources to become available, the caller can change or delete one or more of the pending calls.
A system for routing a call from a caller comprising:
A system for routing a call from a caller comprising:
A system for routing a call from a caller comprising:
A method of routing a call from a caller comprising the steps of:
Dependencies are inferred from the claim text.