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:
Jun. 10, 2003
Filed:
Feb. 22, 2000
Applicant:
Inventor:
Darryl Hymel, Batavia, IL (US);
Assignee:
Rockwell Electronic Commerce Corp., Wood Dale, IL (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M 3/00 ;
U.S. Cl.
CPC ...
H04M 3/00 ;
Abstract
A method is provided for assigning agents of a plurality of agent groups to a agent pool for answering a call based upon a time delay for answering the call. The method includes the steps of designating a first agent group as candidates for answering a call based upon first availability, forming an expanded group of the first group and at least some agents of a second group when the time delay exceeds a threshold and assigning the call to an agent of the expanded group based upon first availability.