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. 22, 2004
Filed:
Nov. 02, 1998
Paul Kneipp, Plano, TX (US);
B. Scott Smith, Londonderry, NH (US);
Judith A. Dunn, Westford, MA (US);
Concerto Software, Inc., Westford, MA (US);
Abstract
An automatic call distributor (ACD) system, which includes an object-oriented system for defining one or more call treatments is provided. The system includes a first graphical user interface including a plurality of data record fields, which define data applicable to handling an incoming call. Also included is a second graphical user interface, which is configured to accept one or more tests based on the data included in the data record fields applicable to the handling of an incoming call. The first and second graphical user interfaces include a plurality of icons and data entry fields, which are manipulated by a system user to create and modify a call treatment. Once created, call treatments are displayed in a graphical format on a third graphical user interface, which allows one or more portions of a displayed call treatment to be altered by selecting the graphical representation of the relevant portion using a computer mouse or other point and click device.