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:
Feb. 18, 2003
Filed:
Aug. 30, 1999
Gary J. Crosby, Bristol, GB;
Ram Gupta, Cupertino, CA (US);
Cisco Systems, Inc., San Jose, CA (US);
Abstract
A system and method are provided for generating normalized events from nonstandard computer telephony interface (CTI) events generated by various private exchanges or telephone switches made by various manufacturers. In one embodiment, the system of the present invention includes a processor coupled to a local interface, a memory coupled to the local interface with normalization logic stored in the memory, the normalization logic being executed by the processor. The normalization logic generates a number of normalized events relative to the operation of a call center based upon non-standard CTI events received from the specific private exchange employed. In this regard, the normalization logic includes event normalization logic to generate at least one normalized event from a non-standard CTI event. The normalization logic also includes information normalization logic to add a missing amount of information to the normalized event, thereby generating an information normalized event, and temporal normalization logic to generate at least one missing normalized event upon detecting an out of sequence information normalized event.