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. 16, 1996
Filed:
Apr. 06, 1994
Dooyong Lee, West Orange, NJ (US);
AT&T Corp., Murray Hill, NJ (US);
Abstract
A method and apparatus for handling incoming calls to a service provider facility having a number of agent terminals. The method includes the steps of routing an initial call to an original agent at one of the agent terminals; storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier; identifying a subsequent call placed within the predetermined time by a caller having the stored caller identifier; and routing the subsequent call to one of the agent terminals in accordance with the stored agent identifier. If the original agent corresponding to the stored agent identifier is busy, the caller may be prompted to elect between waiting in a queue for the original agent, or connection to any available agent. The caller identifier may be, for example, a Calling Line Identity (CLI), an Automatic Number Identification (ANI), a telephone number of a caller terminal, or a portion of a calling card number. The service provider facility may include, for example, a private branch exchange (PBX) equipped with an automatic call distributor (ACD).