The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 23, 2016
Filed:
Jun. 27, 2013
Zte Corporation, Shenzhen, Guangdong Providence, CN;
Weihua Li, Shenzhen, CN;
ZTE Corporation, Shenzhen, Guangdong Province, CN;
Abstract
A method and device for distributing an incoming call to a mobile agent are disclosed. The method includes: receiving a message for requesting a customer service representative; after determining that there is no idle online agent who has a skill of serving the call, selecting one agent from offline agents lists to serve the incoming call to provide the manual service; and sending a notification message to a mobile terminal corresponding to the selected agent, wherein, the notification message is used for notifying the customer service representative to login a call center system through the mobile terminal to provide the manual service. With the above technical scheme, it can at least solve the technical problem that it is difficult to perform real-time processing on a manual service request for certain agents not always in a state of logining the call center system in the related art.