INBOUND CALL STEERING/CALL MACRO PROCESSING
Original Publication Date: 1995-Nov-01
Included in the Prior Art Database: 2002-Apr-04
In dispatch centers, presently every operator gets all the inbound call activity presented to them on a console screen. This causes confusion, because there is too much information. For example, a particular operator can't tell if a particular call is being han- dled by another operator. Also, there is no way to filter the incoming information so as to present only the relevant information. Also, unnecessary voice communication is needed to identify the dispatcher who should be handling the call.