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:
Jan. 16, 2001
Filed:
Jan. 22, 1998
Alec Miloslavsky, San Carlos, CA (US);
Jason Goecke, San Francisco, CA (US);
Vladimir N. Deryugin, San Mateo, CA (US);
Dmitry A. Torba, San Bruno, CA (US);
Igor Neyman, Palo Alto, CA (US);
Oleg Turovsky, San Francisco, CA (US);
Genesys Telecommunications Laboratories, Inc, San Francisco, CA (US);
Abstract
An Internet Protocol Network Telephony (IPNT) system has Internet-connected managing computers at plural call centers connected to local agent stations at each call center. The managing computers are adapted to receive IPNT calls from clients at internal routing points. A router coupled to each of the managing computers at the call centers is adapted to execute routing rules to select agent stations for transferring calls received at the routing points, and the agent stations selected can be at any of the call centers involved. In one aspect the router, having selected an agent station at a call center remote from the call center where a call to be routed is first received, requests a routing point address at the remote call center, then transfers the call to that new routing point. The second call center then further routes the transferred call to the final agent station. Statistics may be used in routing, and data regarding client-callers may be routed to the same agent station for display to which calls are routed.