Patent ID: 9143896
Filing Date: 2015-09-22
Classification: H04M,H04W

Abstract:
1. A non-transitory computer-readable medium having stored thereon computer executable instructions, wherein the instructions perform steps for distributing a service center call, comprising: hosting a database of information regarding service agent availability; providing a user interface comprising user interface elements for allowing a service agent to update the database regarding the availability of the service agent to receive service calls; receiving a customer service call request; determining the location of a customer originating the customer service call request; determining an estimated amount of time until at least one service agent within a predetermined location threshold of the location of the customer is expected to be available to service the customer service call request; routing the customer service call request to the at least one service agent within the predetermined location threshold of the location of the customer, if only one service agent is currently available to receive service calls and the estimated amount of time is less than or equal to a predetermined response time threshold; allowing the customer to choose a service location, if a service agent is currently available to receive service calls at each of two or more service locations within the predetermined location threshold of the location of the customer and the estimated amount of time is less than or equal to the predetermined response time threshold, and routing the customer service call request to the available service agent at the service location chosen the customer; routing the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if there are no available service agents within the predetermined location threshold of the location of the customer, and routing the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if the estimated amount of time is greater than a predetermined response time threshold.