Cisco Technology, Inc.

Kenneth Jordan

Paul Robert Schechinger

Khaled A Gouda

Michael Paul Lepore

Lawrence E Johnson

Kevin T Collins

Vincent Milano, Jr

Tse-Ming Wang

Rick Whitesel

Victor L Voydock

Soufiane Houri

An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.

Contact center routing using characteristic mapping

Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped.

Intelligent overload control for contact center

In one embodiment, a method includes detecting an unanswered communication received at a mobile device, identifying an alternate contact based on a location of the mobile device and a relationship between the mobile device user and the alternate contact, and transmitting a request to the alternate contact to notify the user of the mobile device of the communication. An apparatus and logic are also disclosed.

Identification of an alternate contact for use in reaching a mobile device user

A contact center or enterprise communication system is provided. The system includes a first contact associated with a first task offer; one or more resources operable to accept the first task offer; and a contact center or enterprise communication system operable to determine a broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.

Contact center sizing and broadcasting based on probabilities

A telephone call management system first receives a call over a telephone network from a calling device. The calling device is connected to a first called device by a first connection through the telephone network. A first call management message is received at a call routing engine, the first call management message to cause the engine to initiate establishment of a second connection among the calling device, the first called device, and a second called device. The engine issues, in response to the first call management message, a second call management message specifying a DTMF sequence for provision to the telephone network to cause the telephone network to establish the second connection. The telephone network may be a public switched telephone network.

Call management using call routing engine

In one embodiment, a method can include: (i) receiving a new contact in a contact center, where the new contact includes an expressed need; (ii) forming a resource set in response to the expressed need of the new contact, where the resource set includes one or more prospective resources; and (iii) sending a broadcast message to each of the prospective resources in the resource set.

Use of intelligent directed broadcast in contact center solutions

A call management technique implemented using a call routing engine is disclosed. In the technique, local (e.g., ACD) switching resources and a public network are controlled as a single virtual switch for purposes of implementing call processing features.

Growing community of inventors

Groton, MA, United States of America

Kenneth Jordan