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US 9,544,435 B1Granted
System and method for real-time geographical call display of automatic call distributor calls
AssigneeWest Corporation
InventorsJames K. Boutcher, Michael Joseph Parmeley
Life of this patent
Estimating the term…
Abstract
In a call center, a caller's geographical position may be mapped together with a geographical position of a call agent allocated to handle the call. A map may display tags depicting the respective positions of the caller and the call agent with a visual link indicating the call connection. The call agent may be selected dependent on the relative proximity to the caller.
Claims3
A non-transitory computer-readable medium comprising computer-executable instructions for execution by a first processor and a second processor in communication with one another, that, when executed:
- cause the first processor to:
- allocate a call agent dependent on a relative position between the
- allocated call agent and a geographic location of a caller;
- and
- cause the second processor to display a map comprising:
- the geographical position of the caller;
- the geographical position of the call agent;
- and
- a visual link between the geographical position of the caller and the geographical position of the allocated call agent, wherein a display of call data comprising an indication of the call agent allocated to the caller and the display of the map is on a display that is separate from a telecommunications device of the allocated call agent.
6 more elements
Dependencies are inferred from the claim text.