The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 11, 2018
Filed:
Oct. 31, 2013
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Brian Bischoff, Raleigh, NC (US);
Donald Huovinen, Jacksonville, FL (US);
Terry Stocking, San Ramon, CA (US);
David H. Anderson, Durham, NC (US);
Galina Kovalenko, Walnut Creek, CA (US);
Vyacheslav Sayko, Walnut Creek, CA (US);
Other;
Abstract
As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan.