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:
Apr. 13, 1999
Filed:
Jul. 26, 1996
Hal B Zenner, Fair Haven, NJ (US);
NCR Corporation, Dayton, OH (US);
Abstract
A call center, including a PBX/ACD and a CTI server, is provided to route both voice and video calls to a single group of agents. A modem call from an end-point terminal is used to initiate and prepare a video call. Upon receiving an inbound voice or a modem call, the PBX/ACD passes ANI and DNIS to the CTI server. In response to the inbound voice or video call, the CTI server selects a group of agents capable of handling the inbound call, and sends routing information to the PBX/ACD so that the ACD can route the inbound call to the selected group of agents. Before an inbound call is routed to an agent, the CTI server generates a flag to indicate the nature of the inbound call. If the flag indicates a video call initiated by a modem call, a modem at the agent's side will respond to the modem call from the end-point terminal, and a separate ISDN call is then made to establish a video connection. If the flag indicates a voice call, a telephone set at the agent's side will simply ring.