System and method for location-based call distribution
AssigneeAlcatel
InventorBabu V. Mani
Life of this patent
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Abstract
A method for location-based call distribution is provided that includes receiving from a customer communication device a request to establish a communication session with an agent communication device based on a specified telephone number. An agent database is searched for the specified telephone number. Location data corresponding to the specified telephone number is retrieved from the agent database when the specified telephone number is found in the agent database. The customer communication device is located. The agent communication device that is nearest to the customer communication device is located based on the retrieved location data. A communication session is established between the customer communication device and the nearest agent communication device.
Claims9
A method for monitoring the locations of a plurality of agent communication devices in a communication system in order to provide location-based call distribution, the method comprising:
- receiving a first location transaction from a first one of the agent communication devices;
- locating the first agent communication device in response to receiving the first location transaction;
- generating first location data for the first agent communication device based on the location of the first agent communication device;
- and
- storing in an agent database the first location data for the first agent communication device;
- receiving from a customer communication device a request to establish a communication session with one of the agent communication devices based on a specified telephone number;
- searching the agent database for the specified telephone number;
- retrieving location data corresponding to the specified telephone number from the agent database when the specified telephone number is found in the agent database;
- locating the customer communication device;
- identifying the agent communication device that is nearest to the customer communication device based on the retrieved location data;
- and
- establishing a communication session between the customer communication device and the nearest agent communication device.
A method for location-based call distribution, comprising:
- receiving from a customer communication device a request to establish a communication session with an agent communication device based on a specified telephone number;
- searching an agent database for the specified telephone number;
- retrieving location data corresponding to the specified telephone number from the agent database when the specified telephone number is found in the agent database;
- locating the customer communication device;
- identifying the agent communication device that is nearest to the customer communication device based on the retrieved location data;
- and
- establishing a communication session between the customer communication device and the nearest agent communication device.
Dependencies are inferred from the claim text.