US 11,991,313 B2
Limiting query distribution within an agent group based on skip criteria
Yongxiang Dai, HeFei (CN); Xu Hua Li, San Jose, CA (US); and Fengkai Zhang, Hefei (CN)
Assigned to Zoom Video Communications, Inc., San Jose, CA (US)
Filed by Zoom Video Communications, Inc., San Jose, CA (US)
Filed on Aug. 22, 2022, as Appl. No. 17/892,695.
Application 17/892,695 is a continuation of application No. 17/390,622, filed on Jul. 30, 2021, granted, now 11,445,067.
Prior Publication US 2023/0030581 A1, Feb. 2, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5232 (2013.01) [H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2203/402 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
obtaining, at a contact center device associated with a contact center, information associated with one or more queries for distribution within an agent group;
determining, by the contact center device, that a first subset of agent devices of the agent group fail skip criteria based on the first subset of agent devices using telephone numbers provisioned from a public switched telephone network external to the contact center; and
limiting, by the contact center device based on the first subset of agent devices failing the skip criteria, distributions of the one or more queries to a second subset of agent devices of the agent group.