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:
Jul. 20, 2004
Filed:
Jan. 09, 2001
Andrew D. Flockhart, Thornton, CO (US);
Keith Robert McFarlane, Pleasanton, CA (US);
Lucinda M. Sanders, Boulder, CO (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
In a customer contact center ( ), a plurality of customers' communications are serviced simultaneously by one resource ( ) (agent or port). A conferencing function ( ) connects the plurality of customers ( ) to the one resource and/or to each other. When a resource becomes available, a batch service function ( ) determines ( ), for each skill of the resource, the value to the contact center of having the resource presently serve communications needing that skill, and uses the conferencing function to conference ( ) a plurality of communications needing the skill having the highest value with the resource. The conference connection may be listen-only, listen-and-talk, or listen-only/then listen-and-talk.