Patent ID: 8442208
Filing Date: 2013-05-14
Classification: H04L,H04M

Abstract:
1. A method for transferring an automatic call distributor call, comprising: receiving from a caller a first call for distribution to one of a plurality of agents; distributing the first call to a first agent of the plurality of agents for handling; receiving a transfer request to transfer the first call to an available supervisor; receiving, prior to receiving the transfer request, a state designation of an interruptible monitoring state from one or more of a plurality of supervisors, the interruptible monitoring state comprising a supervisor that is listening to a call and can be interrupted to listen to another call; selecting, according to the received state designation from the one or more of the plurality of supervisors, a first available supervisor to receive the first call, wherein the first available supervisor is in the interruptible monitoring state; transferring the first call to the first available supervisor; in response to transferring the first call to the first available supervisor, automatically transition the first available supervisor from the interruptible monitoring state to an uninterruptible monitoring state comprising a supervisor that is listening to a call and cannot be interrupted to listen to another call; determining, in real time, a number of supervisors not in the uninterruptible monitoring state; determining that the number of supervisors not in the uninterruptible monitoring state is below a predetermined threshold; and notifying one or more supervisors that the number of supervisors not in the uninterruptible monitoring state is below the predetermined threshold.