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:
Nov. 23, 2004
Filed:
Oct. 15, 1999
James Wilson, Cincinnati, OH (US);
Mark Richey, Cincinnati, OH (US);
Other;
Abstract
A system for securely collecting customer service agent data in a multi-tenant environment is provided. Generally, a plurality of customers send a plurality of messages to a server. Several different media types may be used to communicate with the server. The server then selects one of a plurality of customer service agents to handle a particular message based on a determination of the targeted tenant's identity, a predetermined association between the agent and the tenant, and the agent's availability. The server then routes the message and a “screen pop” to the selected agent. The selected agent then transmits information back to the server where it is stored in a secure memory partition associated with the targeted tenant. When a particular customer/agent session ends, the agents access to the secure memory partition is deactivated.