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:
May. 27, 1997
Filed:
Dec. 11, 1995
Steven T Kaish, Bridgewater, NJ (US);
Eugene P Mathews, Barrington, IL (US);
Nigel G Matson, Glen Gardner, NJ (US);
Carlos A Perea, Bethlehem, PA (US);
George J Ryva, Colts Neck, NJ (US);
James B Shepard, Pickerington, OH (US);
Smita P Sheth, Edison, NJ (US);
Robert J Thornberry, Jr, Wheaton, IL (US);
Lucent Technologies Inc., Murray Hill, NJ (US);
Abstract
A plurality of telecommunication switches are coupled to agent communication terminals (ACTs) which are used by agents for handling incoming calls. An integrated control system is coupled to the ACTs and controls the distribution of incoming calls among the ACTs. An intelligent node in the system can access an agent queue that stores data indicating availability of ACTs to handle the call and a call queue which stores data concerning calls waiting for ACD service. A database stores processing instructions for the handling of incoming calls based on data contained in the agent and call queues, and subscriber specified instructions.