Enhanced automatic call distribution system operation

Details Enhanced automatic call distribution system operation Enhanced automatic call distribution system operation

H - Electricity

04

Q

H04Q 3/42 (2006.01) H04M 3/523 (2006.01) H04M 3/533 (2006.01) H04M 3/48 (2006.01)

Patent

CA 2094945

-11- ENHANCED AUTOMATIC CALL DISTRIBUTION SYSTEM OPERATION Abstract The exemplary embodiment is in an Automatic Call Distributor (ACD). Incoming calls to a system with no available agents can be placed in a queue, or in a departure from the prior an, can be terminated to voice mail. Voice mail messages are classified into different priority queues according to called number, keyed DTMF digits from the calling customer, and the calling number. The voice mail calls are delivered to the agent based upon the priority of the voice mail queue after the agent completes a call or after he/she logs in following a log out period. The voice mail calls can be terminated to a team of agents.

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