Duane Justus Badenhorst

US Patent:

6345093, Feb 5, 2002

Filed:

Apr 13, 1999

Appl. No.:

09/290241

Inventors:

Gene W. Lee - Plano TX
Duane J. Badenhorst - Dallas TX

Assignee:

Davox Corporation - Westford MA

International Classification:

H04M 300

US Classification:

37926512, 37921102, 37921201

Abstract:

An automated take back and transfer (TBX) telephone call routing system for interfacing a party connected to a first call center agent located at a first call center with at least a second call center agent located at a second call center, wherein the second call center is remotely located from the first call center, is disclosed. The system includes a transfer call interface, which is displayed on an agent display associated with the first call center agent. The transfer call interface is configured to accept a remote agent identifier, which, in the preferred embodiment is the name of a remote agent or the name of a group of remote agents. The system also includes a database that includes a plurality of call center agent data records. Each call center agent data record includes a destination identifier field, where a remote agent name or group name is entered, and a destination address field, where a dial string is entered. The dial string includes a plurality of characters, which include a special character identifying the dial string as a TBX code and a destination address code.