公开(公告)号：US08638920B2

公开(公告)日：2014-01-28

申请号：US12843277

申请日：2010-07-26

Applicant: Louis Cutajar

Inventor： Louis Cutajar

IPC: H04M3/42

CPC classification number: H04M3/5234 ,  H04M2201/12

Abstract: Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to facilitate efficient routing of service calls to the internal call center or to an alternate call center to ensure that no more than a specified number of calls are routed to a given call center. Real time and summary reporting may be generated to allow call center management personnel to monitor and manage service call routing to one or more internal and/or alternate call centers.

Abstract translation: 提供呼叫中心呼叫路由管理。 可以根据各种参数（例如相关业务线，日期，时间和通话量）来监视定向到呼叫中心的服务呼叫。 针对内部呼叫中心的呼叫可以被路由到备用呼叫中心，以便根据内部呼叫中心的提供者的需要或需要进行处理。 对于每种类型的进入服务呼叫，可以建立最大呼叫计数或基于百分比的呼叫计数，以促进服务呼叫到内部呼叫中心或替代呼叫中心的有效路由，以确保不超过指定数量的呼叫 被路由到给定的呼叫中心。 可以生成实时和总结报告，以允许呼叫中心管理人员监视和管理到一个或多个内部和/或替代呼叫中心的服务呼叫路由。

公开(公告)号：US20120020472A1

公开(公告)日：2012-01-26

申请号：US12843277

申请日：2010-07-26

Applicant: Louis Cutajar

Inventor： Louis Cutajar

IPC: H04M3/00

CPC classification number: H04M3/5234 ,  H04M2201/12

Abstract: Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to facilitate efficient routing of service calls to the internal call center or to an alternate call center to ensure that no more than a specified number of calls are routed to a given call center. Real time and summary reporting may be generated to allow call center management personnel to monitor and manage service call routing to one or more internal and/or alternate call centers.

Abstract translation: 提供呼叫中心呼叫路由管理。 可以根据各种参数（例如相关业务线，日期，时间和通话量）来监视定向到呼叫中心的服务呼叫。 针对内部呼叫中心的呼叫可以被路由到备用呼叫中心，以便根据内部呼叫中心的提供者的需要或需要进行处理。 对于每种类型的进入服务呼叫，可以建立最大呼叫计数或基于百分比的呼叫计数，以促进服务呼叫到内部呼叫中心或替代呼叫中心的有效路由，以确保不超过指定数量的呼叫 被路由到给定的呼叫中心。 可以生成实时和总结报告，以允许呼叫中心管理人员监视和管理到一个或多个内部和/或替代呼叫中心的服务呼叫路由。