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:
Nov. 06, 2001
Filed:
Dec. 22, 1998
Sheldon Joseph Davis, Guelph, CA;
Michael P. Montemurro, Toronto, CA;
Nortel Networks Limited, Montreal, CA;
Abstract
A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center forwards incoming communications, such as telephone calls, by determining handling requirements, including an appropriate handling queue and required agent attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent. Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling center, by reducing the number of queues that must be maintained.