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:
Sep. 10, 2002
Filed:
May. 01, 1998
Michael Sassin, San Jose, CA (US);
Markku Korpi, Starnberg, DE;
Richard W. Crouch, Gustine, CA (US);
Leon Xu, San Jose, CA (US);
Uwe Wrede, San Jose, CA (US);
Robert W. Stephens, Sunnyvale, CA (US);
Siemens Information and Communication Networks, Inc., Boca Raton, FL (US);
Abstract
An automatic call distribution system utilizes a number of H.323 compatible devices. An automatic call distribution (ACD) server ( ) interfaces with a computer telephony interface gateway ( ) to route calls to agents or to a music/video server ( ). Calls are received by a gateway and supplied to a gatekeeper that determines an IP address of the destination. The ACD server selects the destination in response to the number of agents available. In addition, customer calls can be received via e-mail, facsimile or the Internet. The call distribution system can instruct an agent to return an e-mail or facsimile message or to call a customer if desired. Calls from one H.323 device can be routed to another H.323 device by a third party application by sending a call control message to the device's application program interface that executes the message as if it were generated at the device itself.