Automatic customer call back for automatic call distribution...

Details Automatic customer call back for automatic call distribution... Automatic customer call back for automatic call distribution...

H - Electricity

04

M

H04M 3/48 (2006.01) H04M 3/523 (2006.01) H04Q 3/64 (2006.01) H04Q 11/04 (2006.01) H04M 3/36 (2006.01) H04Q 3/72 (2006.01)

Patent

CA 2069574

An automatic call distribution system wherein, when no agent is immediately available, and the calculated delay before an agent is likely to become available is above a predetermined threshold, a record is made of the calling number (either received as part of call set up or inputs from the caller), and the record is queued. When an agent becomes available, or after a predetermined time, the ACD removes the top entry from the queue, places a call to the received calling number, and presents the call to an available agent.

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