Connection routing system
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United States of America Patent
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Feb 13, 2018
Issued Date -
N/A
app pub date -
Dec 9, 2015
filing date -
Sep 16, 2013
priority date (Note) -
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status (Latency Note)
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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.
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