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Title:
IMPROVEMENTS IN OR RELATING TO CALL PRIORITISATION METHODS IN A CALL CENTER
Document Type and Number:
WIPO Patent Application WO2006045729
Kind Code:
A3
Abstract:
According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.

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Inventors:
O'CONNER NEIL (IE)
MCCORMACK TONY (IE)
Application Number:
PCT/EP2005/055379
Publication Date:
June 29, 2006
Filing Date:
October 19, 2005
Export Citation:
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Assignee:
NORTEL NETWORKS LTD (CA)
O'CONNER NEIL (IE)
MCCORMACK TONY (IE)
International Classes:
H04M3/523
Foreign References:
US20040179040A12004-09-16
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