Inventors:
Michael Peters - Chicago IL, US
Assignee:
Aspect Software, Inc. - Lombard IL
International Classification:
H04M 3/02
US Classification:
37926503, 370230, 370270, 370271, 3703951, 37926511, 37926601, 37926607, 4554122, 455445, 4554561, 455518, 709203, 709223
Abstract:
A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for its current availability. If the agent is available, the call is routed to the agent. If the agent is not available the system selects another agent and the process is repeated. Then, a call is assigned to an available agent based on current availability information.