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:
Jan. 01, 2019
Filed:
Oct. 31, 2016
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventor:
Juergen Tolksdorf, Dortmund, DE;
Assignee:
Other;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/523 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); H04M 3/42068 (2013.01); H04M 3/5133 (2013.01); H04M 3/523 (2013.01); H04M 3/5238 (2013.01); H04M 2203/2088 (2013.01); H04M 2203/551 (2013.01); H04M 2203/558 (2013.01);
Abstract
A system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.