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:
Aug. 31, 2004
Filed:
May. 09, 2000
Baiju D. Mandalia, Boca Raton, FL (US);
Edward J. Dahmus, Boca Raton, FL (US);
Pnina P. Vortman, Haifa, IL;
Ran R. Cohen, Haifa, IL;
Uzi U. Shavdron, Mitzpe Aviv, IL;
Ann-Marie W. Hoher, Weston, FL (US);
Vicki L. Colson, Deerfield Beach, FL (US);
Paul G. Ringhof, Boca Raton, FL (US);
Elinor R. Williams, Delray Beach, FL (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A call director (CD) system and method is disclosed which enables a Virtual Automatic Call Director (ACD) environment with integrated voice response unit (VRU) and Virtual Automatic Call Distributor (VACD) to have a programmable interface with a common script logic so that the complete call flow can be executed in a single process. The disclosed system incorporates a network interface ( ), one or more VPU IP telephony servers ( ), a MCU configuration/supervision unit ( ), Virtual Automatic Call Distributor (VACD) subsystem ( ), customer information files ( ), and incoming call router (ICR) ( ).