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:
Jul. 12, 1994
Filed:
Jun. 30, 1992
Applicant:
Inventors:
Janice H Jurgensen, Chicago, IL (US);
Wayne A Senneke, Aurora, IL (US);
Assignee:
AT&T Bell Laboratories, Murray Hill, NJ (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M / ;
U.S. Cl.
CPC ...
379266 ; 379265 ; 379 67 ;
Abstract
The exemplary embodiment is in an Automatic Call Distributor (ACD). Incoming calls to a system with no available agents can be placed in a queue, or in a departure from the prior art, can be terminated to voice mail. Voice mail messages are classified into different priority queues according to called number, keyed DTMF digits from the calling customer, and the calling number. The voice mail calls are delivered to the agent based upon the priority of the voice mail queue after the agent completes a call or after he/she logs in following a log out period. The voice mail calls can be terminated to a team of agents.