CALL MANAGEMENT SYSTEM FOR A COMMAND CENTER

Methods and systems for call queue improvement. One system includes an electronic computing device configured to receive a call from a communication device operated by a caller; analyze the call for an incident factor; and direct the call, based on the incident factor, to either an automated call ha...

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Bibliographic Details
Main Authors Frommelt, Brian J, Pitta Eswara Chandra, Vidya Sagar
Format Patent
LanguageEnglish
Published 27.02.2020
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Summary:Methods and systems for call queue improvement. One system includes an electronic computing device configured to receive a call from a communication device operated by a caller; analyze the call for an incident factor; and direct the call, based on the incident factor, to either an automated call handler or to an active call queue. The electronic computing device is further configured to assign an existing incident identifier associated with the existing incident to a call record of the call based on determining whether the call is in regard to an existing incident. The electronic computing device is further configured to assign the call record to an abandoned call queue, and display, via a workstation of a call taker, a list of calls included in the abandoned call queue. The list includes the call and an indication whether the existing incident identifier has been assigned to the call record.
Bibliography:Application Number: US201916443210