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:
May. 11, 2004
Filed:
Sep. 03, 2002
Igor Neyman, Palo Alto, CA (US);
Michail Barskiy, San Mateo, CA (US);
Alec Miloslavsky, San Carlos, CA (US);
Oleg Bondarenko, San Francisco, CA (US);
Valeriy Issayev, San Bruno, CA (US);
Andrei Petrov, Palo Alto, CA (US);
Paul Karpenko, Walnut Creek, CA (US);
Genesys Telecommunications Laboratoiries, Inc., Daly City, CA (US);
Abstract
A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.