公开(公告)号：US20160088157A1

公开(公告)日：2016-03-24

申请号：US14964166

申请日：2015-12-09

Applicant: ACCENTURE GLOBAL SERVICES LIMITED

Inventor： Terry L. WALLS ,  Anuj BHALLA ,  Robert Wayne HONTS

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5231 ,  H04M2203/2088 ,  H04M2203/408 ,  H04M2203/551

Abstract: According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.