Patent ID: 7187662
Filing Date: 2007-03-06
Classification: H04Q

Abstract:
1. A method, in a data processing system having a plurality of computing nodes, of managing incoming calls for an organization having a plurality of departments, an organization database and a plurality of agents, the method comprising the steps of: (a) receiving an incoming voice call by a call manager object, a call manager object being present in each of the plurality of computing nodes; (b) creating an associated call object for each incoming call in response to receiving the incoming call; (c) playing to the caller a voice menu corresponding to a plurality of selection items in a department table for the organization, each call object including the department table with which the call is currently associated; (d) receiving an input signal from the caller in response to the voice menu played to the caller, the input signal specifying one of the plurality of selection items in the department table; (e) determining whether or not an agent is available for the selected item in the department table; if an agent is available, (f) obtaining the agent's number from the department table and transferring the call to the agent and continuing at step (h); if an agent is not available and if another department table is available, (g) obtaining another department table from the organization database and continuing at step (c); and (h) disconnecting from the caller.