Method and system for intelligent routing of an incoming call over a dual telecommunication network
US-2017374600-A1 · Dec 28, 2017 · US
Call queuing for location-aware mobile devices
US9237235B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9237235-B2 |
| Application number | US-201414473475-A |
| Country | US |
| Kind code | B2 |
| Filing date | Aug 29, 2014 |
| Priority date | Nov 24, 2008 |
| Publication date | Jan 12, 2016 |
| Grant date | Jan 12, 2016 |
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Abstract
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A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA's availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA's availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.
First claim
Opening claim text (preview).
What is claimed is: 1. A method comprising: establishing a call queue, wherein the call queue includes one or more calls, and wherein the call queue is associated with a plurality of queue agents for answering calls in the call queue; selecting a queue agent from the plurality of queue agents to answer a first call of the one or more calls in the call queue, wherein selecting the queue agent comprises: determining a respective availability status for each of the plurality of qu…
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Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
- H04M3/42246Primary
Electricity · mapped topic
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Frequently asked questions
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- What does patent US9237235B2 cover?
- A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selecte…
- Who is the assignee on this patent?
- Ringcentral Inc
- What technology area does this patent fall under?
- Primary CPC classification H04M3/42246. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Jan 12 2016 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).