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. 26, 2002
Filed:
Apr. 28, 1999
Richard J. Le Grand, Port Jefferson Station, NY (US);
Periphonics Corporation, Bohemia, NY (US);
Abstract
Call routing is controlled by a central unit providing switching control signals based on selecting the best figure-of-merit value from among poll responses for agents. While an incoming call is held by a public network , poll inquiries are sent from a central unit . Each local unit provides a poll response indicative of the one its associated response resources (e.g., agents ) having the shortest queue wait. Each poll response may be a simple figure-of-merit value representing agent availability. Central unit selects the poll response represented by the best figure-of-merit value and sends routing instructions to the network . The call is then routed to the appropriate agent for handling. Where a local unit has no associated agent who is qualified to respond to a call (based on caller data related to that call) no poll response need be sent to central unit . The simplified processing provided enables system operation with reduced data collection and intra-system communication requirements.