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. 18, 2000
Filed:
Nov. 13, 1997
Aileen Y Chang, New York, NY (US);
Cheryl Lynn Coyle, Howell, NJ (US);
Lucy Hazel Craddock, Red Bank, NJ (US);
William Robert Moloney, Spring Lake Heights, NJ (US);
James Nicolard, Manalapan, NJ (US);
Lucent Technologies Inc., Murray Hill, NJ (US);
Abstract
In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about to perform other, non-phone tasks. These concerns are met by a ringing technique based on rules which take into account system states which depend on whether agents are busy and whether there are calls waiting, and events such as incoming calls arriving, calls being answered, calls being terminated, and calls being abandoned. The technique is particularly suited for use in retail operations such as fast food delivery, for example.